Hilton Prague Old Town

Staff do not generally make you feel welcomed. Definitely not a Hilton standard. You can rarely see a staff smiling or greeting you back. I checked-in into the hotel with a family of 4 (with two small kids) and no one even cared to ask me for help with my luggages (we had 4 large bags + carry ons) even after we checked in, no one even cared to help. On the next day went to the lobby with my kids and when I asked about the location of the restaurent and one of the staff told me I dont know twice ! He clearly understood my question to an extent that both my kids were quite surprised about his reaction . It clearly shows that the staff are either badly managed or they do not have any accountability regarding customer experience.

Spent 4 nights here over Christmas with my mother. While we did enjoy our stay there was a few things to highlight. Firstly though, I must commend all the staff, they are so so friendly and hard working, cleaners, bar staff etc. On arrival my card was charged significantly more than the original booking price, approx 80 euros more. When I noticed this later in the day I went to reception and was informed that there is an extra deposit amount added to the hold fee, this was never explained at intial check in and I find it very odd that a "5 star hotel" would charge such a deposit and also not inform you. I was informed this amount was released back to my account on check out however it will be several working days before this actually lands in my account, not what you want to hear when you saved for months for your trip and are low on money. The room was nice, however we found the air to be extremely drying even after adjusting the heating, we woke very dehydrated every night and our skin and lips were chapped with the dryness of the air, had never experienced that in a hotel before. Also there was no full length mirror in the room which we found annoying, they had 2 mirrors that were this weird stained glass effect that you couldn't properly see yourself in so we had to share the bathroom one, which was awkward when getting ready to go out. The breakfast was excellent and we enjoyed the cocktails at the bar. We did find the bar to be lacking some atmosphere at times. They have some dude playing piano in reception for a while occasionally but just felt the space lacked something else, maybe some music or something, but as I said above staff were exceptional there. I used the gym twice, as hotels gyms go, it was sufficient, good free weights and 2 benches, cardio machines and weight machines.

The hotel was exceptional. It was in the city center and we did all the sight seeing on foot which was great. We explored the city center without spending too much time in transportation. Nevertheless, there is a tram station 1 minute walking from our door. The staff was super polite and helpful. The concierge team helped us book restaurants and activities even in the last moment. When we left for our home country, we forgot unfortunately a bad with presents for our family. We called the hotel, they found the back and posted to Greece. The breakfast was also very nice. Common areas are in a good warm temperature and the pool inside the hotel was around 30 degrees, a great opportunity to relax after a long walk in the city.