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“"What's a concierge?"”
Review of Hotel Prima Royale

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Hotel Prima Royale
Ranked #25 of 101 Hotels in Jerusalem
Reviewed January 2, 2011

While planning our 2 week tour of Israel, we found it quite difficult to find a hotel in Jerusalem with decent reviews at a reasonable price (2 rooms during Xmas time). We are wondering, to this day, why that is so?

The Prima Royale is well located on a quiet street within a 10 minute walk to Old Jerusalem and only 15 minutes from Ben Yahuda St. Our experience began before we arrived when we received a call from our agent saying that the hotel was over-booked and would we consider switching to the Prima Kings. We were told that this was not unusual in Israel and that by law, they had a right to bump us if we agreed or not. We were not thrilled, considering the amount of research we had put into our choice but were OK to consider it if they would compensate us with upgrades to larger better rooms, etc. We stopped Prima Kings to find a manager that was unaware of the Royale's request and who begrudgingly showed us the oldest, darkest, dumpiest rooms you can imagine. He acted like he was doing us a favor rather than reverse. We declined the switch.

The Royale has a newer, more updated decor but the rooms are postage stamp sized. The walls are paper thin as we could hear every conversation and could tell you exactly what channel being watched our neighbor's tv.

The beds are uncomfortable, sheets were stained and towels were rough, worn and ripped. The bedroom and bath were not sufficiently cleaned during our 5 night stay. Breakfast was abundant but of poor quality. All we required was a decent array of fresh fruit and decent coffee, neither to be found.

We found free wireless internet a block away outside a market that was closed for the Sabbath but could not get it in the lobby of the hotel where we paying for 2 rooms. (This is a general complaint not specific to this hotel). Kind of ridiculous.

The kicker was the extremely unhelpful staff. When asking the front desk for restaurant recommendations "What's a concierge?" and "You have a phone in your room, call yourself" was the response. When a reservation was made, there was no confirmation and that staff member was gone for the day so we had no idea if there would be a table for us when we arrived for dinner. They obviously do not take notes or talk to one another. Not professional.

We spent most of our days walking the city and it is "only a room" but we believe where you stay sets the tone for where you are visiting. The fabulous city of Jerusalem deserves better and could use better, more updated choices lest we are required to lower our standards.

  • Stayed: December 2010, traveled with family
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1  Thank Msk6261
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PrimaHotels, Webmaster at Hotel Prima Royale, responded to this reviewResponded January 3, 2011

We appreciate that you were able to take the time to review our hotel after your stay. We are sorry that you did not enjoy your stay with us and I have forwarded your comments to the appropriate staff. Hopefully you will give us another try on your next trip to Jerusalem. We would be honored to be given a second chance to show you that your experience was atypical and will not go unattended.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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585 - 591 of 869 reviews

Reviewed December 30, 2010

Great service - great staff - Excellent location - Excellent breakfast

  • Stayed: May 2010
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Thank israelconcierge
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 30, 2010

Well located on a quiet street with a 10 minute walk to the Old City & within easy reach to all the major sites. Rooms are clean & bright & beds were very comfortable. Free parking for a night was a plus for us.
Breakfast buffet was plentiful, varied & very fresh!
Most of the staff was exceptionally helpful. Not jaded by looking for a tip for every service.
For the price - a great value!

  • Stayed: December 2010, traveled with friends
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Thank cspear5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 28, 2010

In a quuite street in the best lockation in town. Great service, frendly staff.
Best breakfast. we do recomend to those that want to have a special feeling like home.

  • Stayed: December 2010, traveled as a couple
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Thank Abroit
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 25, 2010

We stayed at Prima Royale for 4 nights at the end of November.
The staff was extremely helpful and friendly. the hotel was very clean, the room was small but very comfertable.
each morning we had delightful breakfast.

  • Stayed: November 2010, traveled with friends
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Thank nikskrevens
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 17, 2010

Before booking the hotel, I checked the comments of the trip advisor, but I still booked it. Now, I was disappointed for the service, what can I say? Maybe, I can conclude for people who are dissatisfied about the hotel is because of the bad service. Me and my girlfriend thought like ' Na, we don't need really good service and the location is good for the price' , so we ignored the crtique of terrible service on trip advisor and stepped into the big trap.

To be more concise, service of the hotel might seem neglectable at first glance when booking, but you never know when it becomes vital during your stay. You might wonder why I am so bitter and the reason is because I was cheated for $158USD relying on their ill informed staff (who said the cancellation was approved). The real trap was at checkout, when you're packed, flight confirmed, and with a credit card in hand. Then, the kill is easy...

To be frank, the staff were not extremely terrible, but have limited knowledge about working in a hotel. They could have done a great job at a McDonalds drive through window, but not at a hotel. That way, they may excel with their minimal training and not have to retain any necessary information guests rely on.

Other CONS:
- could hear snoring in the other room, either the wall is too thin or someone is snoring really bad
- neck pains from the pillows for giants and maybe the hulk
- two twin beds does not mean a king size bed...no it really doesn't.
- bathroom door is made from recycled paper, where you could hear your partner do their "business" while you get ready
PRO
- lots of channels on tv

FYI, I had a nightmare last night, screaming ' Prima Royal hotel, Mercy!'

  • Stayed: December 2010, traveled as a couple
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Thank kino9992000
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PrimaHotels, Webmaster at Hotel Prima Royale, responded to this reviewResponded December 19, 2010

Dear Kino9992000,

First, I want to thank you for posting your review as we are always hoping to improve guests' experiences. I will of course be fowarding your comments and concerns to the staff. Upon ivestigation of your problems we are unsure of how the staff became ill informed of your situation. However, we will make sure that the information problem does not affect our guests in the future. Additionally, the service at the Prima Royale is usually warmly regarded and our staff attends many training sessions on how best to serve our guests. We will bring up your concerns in the upcoming session.
With regard to your other concerns, we are sorry you did not find the rooms comfortable and your trip was negatively influenced as a result. Hope you can give our staff and us a chance in the future to make it up to you. If you have any other questions or concerns please do not hesitate to message us.

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Reviewed December 2, 2010

We checked in on Nov. 24th and found that the room was pretty cold. I opened the A/C and adjusted the heat, but only a cold breeze came out. After trying for half an hour to play with the buttons, I gave up and called the reception. There was no answer for the next couple of hours! Finally, I managed to get the reception girl and told her that we're freezing. She said that throughout the hotel the A/C is still in "Cold" mode because of the mild weather. Only next week they'll switch to Hot... I asked "why didn't you tell us this during check in?" Her answer: "You didn't ask me...". Do I need to continue? Other things went wrong too (crowded breakfast hall with nobody to rearrange the tables, cold omlettes, etc.), but the A/C was the top. They "kindly" provided us with a portable thermal heater, but that hardly warmed the room. Needless to add, nobody bothered to apologize at check out. All they had to say that the hotel system is set to either "Cold" or "Hot", and that's the way it. is...
I will never return to this hotel, nor to any other in the Prima chain of hotels.

  • Stayed: November 2010, traveled on business
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Thank danuhepa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PrimaHotels, Webmaster at Hotel Prima Royale, responded to this reviewResponded December 19, 2010

Thank you for your comments as they are tools for us to improve our service and accommodation. It is definitely not acceptable that you were unable to contact the reception for a couple of hours. This is most unusual and we will look into the issue to make sure it does not happen in the future. With regard to your A/C concerns, we are looking into ways to make the hotel more adaptable to guests' and their temperature requests. We are sorry the portable heater did not help and we sincerely apologize for your uncomfortable stay. We hope to make it up to you in the future and please feel free to message or e-mail us with any other questions or concerns.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hotel Prima Royale

Address: 3 Mendele Mokher Sfarim, Jerusalem 9214705, Israel
Location: Israel > Jerusalem District > Jerusalem
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Restaurant Room Service Spa Suites Wheelchair access
Hotel Style:
#11 Spa Hotel in Jerusalem
#16 Family Hotel in Jerusalem
#18 Luxury Hotel in Jerusalem
#21 Business Hotel in Jerusalem
Price Range: $143 - $254 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Hotel Prima Royale 4*
Number of rooms: 133
Official Description (provided by the hotel):
The Prima Royale is an exclusive hotel designed specifically to serve business travelers who seek maximum comfort paired with a chic, clean design. Recently opened, the hotel is situated on a quiet street in the Talbieh neighborhood and is within a walking distance from Jerusalem's Wailing Wall, old district and other major tourist attractions. • 133 Rooms with FREE WI-FI in all rooms and public areas • suites • Courtesy Tea & Coffee making facilities in room • Mini refrigerator in room • Multi channel TV • Safe deposit box in room • Synagogue • Business Center • Private meeting and seminar rooms • Fitness Room, sauna and Spa treatments • Rooftop Bar & Lounge • Free wireless internet in public areas ... more   less 
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Also Known As:
Prima Royale Jerusalem

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