We stayed at Mamaison Riverside on a family trip to Prague last August (2012). We loved the hotel then - lovely surroundings, friendly and helpful staff. It was a fantastic long weekend.
Last night, they truly excelled. Michael in particular, who was on duty at midnight when our crisis struck, was so helpful, and sorted a lot of problems. The crisis began shortly before midnight. Our daughter and friend are traveling in Europe and were at the station ready to catch the midnight train to the next destination. Her friend was taken ill and they had to go to hospital (and got ripped off by taxi-driver who charged equivalent of £50, leaving them with no cash). 2 x 19-year-old girls, emergency situation, parental panic going on in UK. Husband and I started hunt for somewhere to stay, by coincidence room came up at this hotel, the only one we knew in Prague. Booked over telephone. Over next 1.5 hours, as well as sorting out the room, Michael arranged taxi from hospital (via another hospital pharmacy to pick up meds), calmly dealt with phone calls from us and our daughter and offered reassurance all the way, warmly greeted them with tea and fruit when they arrived at 2am.
This morning, staff have helped further by extending the check-out time and arranging taxis to the station.
This is a true example of customer care, and taking that extra step. We are very grateful to Michael. I cannot recommend the hotel and customer care here highly enough.