Review date: 03 January 2007

We've recently returned from a New Years break to Prague, during which time we stayed at the Hilton Hotel in Prague.

Previously known as the Atrium Hotel, this remains one of the best known hotels in Prague. I never had the pleasure of staying at the Atrium but had used it's facilities and booked the hotel on that basis.

Now, however, the Hiltons pretty good and is an impressive building. But it's just not worth the prices they're charging. There are a few things which really let the Hilton down which simply shouldn't be an issue in this price bracket.

First, the receptionist was friendly, couteous and professional on our arrival. However, the reservation was made with breakfast but Hilton had the reservation without - I could feel the full argument coming on until I presented confirmation mail from the agent. For a hotel of this reputation and a brand of this global reach, reservations must be totally seemless, correct and transparent.

Second, serving staff in the bar areas in particular the Zest Bar and Cafe Bistro really need to go on a training course. The bill would arrive sometime after it was requested and be followed by a long delay when it was taken back again. On occasions lengthy waits even to be attended to to order a coffee and beer. On at least one occasion, a waitress tutted as she turned away from us having taken our order. It was as though we were an inconvience that was preventing her from doing her job!!

Third, housekeeping. The room was cleaned and the bathroom replenished every day. No doubt about that. However, on closer examination of the what was replaced in the bathroom, we had two lots of shampoo and no shower gel for a couple of days. Not a problem if you call down and don't mind waiting for your shower but a problem if you're already in the shower! This is a major inconvience if you travel hand-baggage only and it is being impossible to carry liquids onto a plane. And the bath needed to be rinsed again each day even after house keeping came round.

Fourth, housekeeping again. When we arrived there was a bottle top on the window-sill. Clearly they had not cleaned the window sill since the last person checked out. The bottle top was still there four-nights later.

The one redeeming feature of the Hilton was the breakfast. Given the Hotel has 800 rooms, it's a highly organised, highly efficient, well-oiled affair with an excellent spread of yummies.

The Hilton ticks all the right boxes in terms of facilties but lacks the refined service one expects of a global brand priced for a global traveller. Good at half the price. For excellence and to justify the prices Hilton think they're work, much more attention to detail, higher quality furnishings and a significant improvement in service is needed.

Hilton Prague

Hilton Prague
Pobrezni 1, Prague, Czech Republic 186 00
http://www.hilton.com/

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