Mamaison Residence Downtown Prague

The hotel is very well located in a quiet neighborhood, close to the city center on foot. Mr. Parkit parking is available for reservation right next door; however, be aware that large SUVs (BMW X3, Mercedes GLC, Audi Q5) are a tight fit both in terms of size and width. The service is impeccable, the staff helpful and friendly, and the continental breakfast is generous, delicious, and offers a wide variety of choices. The rooms are well soundproofed and clean.

Dear György Schödel, Thank you for your recent stay at Mamaison Residence Downtown Prague. We … More

We stayed at this hotel from Dec 19–23. Having travelled extensively for leisure for decades, I can confidently say this was the worst hotel experience I have had. Problems began the moment we checked in late at night on Dec 19. While the front office staff did not appear particularly friendly—which we could overlook—we encountered a far more serious issue in our room: brown water coming out of all the taps. This was exactly as described in a review posted three months earlier by another guest, Nayan Naik, with photographic evidence. When we reported this to the front desk, an older male staff member explained that there had been a sewage issue the previous day. His only suggestion was to let the taps run. As we needed hot water, we attempted to use the kettle, only to discover that it was dirty and unhygienic. By this point, it was close to midnight, and we were extremely tired while making our way to the reception for the 2nd time. The female staff member on duty allowed us to take three complimentary bottles of mineral water and promised to replace the kettle the following day. The next evening, after returning to the hotel past 9pm, we found a replacement kettle in our room. Unfortunately, it was also dirty, so many black particles swimming in the water, OMG. This was deeply disappointing, as we had been looking forward to finally having hot water. When we raised this with Petra at the front desk, she showed little initiative in service recovery despite being fully briefed on the previous night’s issues. She insisted that she was not informed of the night prior's incident, there was no handover by her colleague. She stated that she was not empowered to offer complimentary bottled water. Eventually, after our request, she provided a pitcher of hot water. On another occasion the following day, I asked a male staff member about the use of the dryer, and the only response I received was, “I don’t know.” This further highlighted the poor level of customer service. The staff’s behaviour and attitude reflect poorly on the hotel’s management. With the exception of Tomas—who was efficient, proactive, and genuinely helpful—every front office staff member we encountered requires proper re-training. To the hotel management: serious improvements are needed, or you risk losing guests and reputation. We could not wait to leave the hotel and move on to Budapest!