I choose this hotel due to its excellent previous reviews and as I was having surgery in Prague I was looking for fantastic service and care which you would expect from a 4 star hotel. The location was good for a short walk to the city, the room was spotless and wi fi excellent. I also appreciated the comfortable bed, the friendly service from the evening shift working gentlemen and 700 Koruna (£23.20) for a late check out in the late evening I thought was reasonable.
However, I was extremely disappointed by the additional cost to order room service, £6.62 to bring what is already an above average price for food to your room, ridiculous! I obviously did not order this! Also the breakfast was extremely disappointing, I only went down for it 2 out of the 7 nights I stayed. All the fruit was unacceptably old, english breakfast disgusting and coffee burnt, you had to pay extra for fresh orange juice too!
My main grievance however was the extremely rude female member of staff who works the day shift and the ridiculous price the hotel charges for a transfer to the airport. The hotel asks for roughly 623.42 Koruna (£20.66) for a 30 minute journey which you can do by bus for 40 Koruna (£1.32) (I could not go back by bus as I had had surgery) and to order you own taxi is significantly cheaper. I tried ringing several taxis myself but was unsuccessful due to the language barrier. I therefore went down to reception to ask for them to help me and she refused! She said she was not allowed as they offered a service. I found this shocking as I had spent a considerable amount of money and isnt it a 4 star hotels job to help when you ask for it? I appreciated that this was not the receptionist decision however she continuously spoke over me, spoke at length in Czech (It was extremely obvious the kind of things she was saying) and spoke down to me, in one of the worst customer service experiences I have ever had!
I had to walk to Starbucks where the staff were lovely and called and arranged a taxi from my hotel for me, how stupid! Numerous Czech people questioned my stay at the Green Garden hotel when I spoke to several locals, which at first I brushed aside. However upon reflection the hotel obviously has a bad reputation in Prague and I have been told there are a significant amount of hotels that you can find better value for the same amount of money. I therefore would definitely not recommend this hotel, even if you are not bothered by service and a dated room as I am positve you can find better elsewhere.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Guest, First of all I would like to thank you for choosing our hotel. However, I am very sorry that your expectations have not been satisfied. I would like to comment some complaints mentioned in your review.
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- extra fee 200 CZK for room order is standard fee for this service and is similar for many hotels.
- I am surprised about quality of breakfast as we pay huge attention to have all ingredients. fresh. We will focus on this even more to keep constantly high standard of our breakfast.
- I am very surprised about rudeness of our reception girl as well as I have many positive responses to her attention to our guests. However this is another point to keep my focus on.
- fixed price 700 CZK/29 Eur per car for transfer to the airport (20 km) is very reasonable rate. If you take public transport, it is much cheaper of course but this is the same everywhere. We recommend to our guests to arrange our fixed price transfer service due to very bad reputation of Prague taxi drivers. Unfortunately, it is nothing extraordinary that guest pay 1500 - 3000 CZK for taxi taking at the airport. However, if you prefer to call particular taxi company, receptionist is obligated to do it. I would like to very apologize if this has been accommodated.
What I have to strictly refuse is statement, that our hotel has a "bad reputation in Prague". This might be just your personal opinion. Our hotel has actually very good reputation which is based on many positive comments on tripadvisor and other websites. We constantly work to keep high standard of our services. Of course, mistake can happen sometimes but we are always here to resolve it promptly to make stay of our guests as much enjoyable as possible. Best regards. Daniel Gallas. Hotel manager.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.