Grandhotel Pupp in Karlovy Vary

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comments 5

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  Lisa Mcclease-Kelly

  :: 29 June 2018 12:04:44

  First, staying here was a birthday present from a friend. We arrived at the front desk in the main lobby to be told we needed to go to the other hotel. I guess there is a “cheaper” side of the hotel. No problem, we can’t do the $1000 a night price. But we did pay over $300 a night. We were taken to our room by a nice man to helped us with our bags. The room had green square carpeting that needdd to be replaced. It looked more like an outdoor room floor with some peeling up. The first morning while taking a shower (you must hold the shower head or it goes all over the floor). I carefully tried to put one foot out to reach a floor mat and my foot slipped right out from under me sending me flying, twisting and finally hitting my head on the side of the bidet. The crack was so loud that my friend thought someone had dropped a heavy piece of machinery upstairs. I was unable to speak, for about 60 seconds from the shock and pain. The people who came to the room from the spa were kind and gentle. They took one look at the 3.5 centimeter gash on the back of my head and called an ambulance. Four stitches and a ct scan later, I was back at the hotel on doctor ordered concussion watch. Upon returning I let the front desk know that we missed the breakfast buffet due to my fall and asked if there was something they could do. “No, I’m sorry but breakfast is over. You can get someone on the lobby cafe.” $25.00 later we got 2 coffees, 2 waters and a sandwich. I was disappointed that they did not at least try to make up for the breakfast. I also let them know that my daughter was worried about me and was on her way from Prague. I asked if she could sleep on the couch. He said yes. I asked for a pillow and blanket which were given. When my daughter got there, she let them know who she was and asked if we could stay another night since an entire day of my birthday was ruined due to the fall and doctor ordered rest (not to mention the gauze and head covering along with blood soaked hair, I couldn’t go out). He said they were booked due to the film festival. They did not offer anything else to compensate us. I couldn’t use the pool as planned due to the stitches, nor could I wash my hair for 2 days. Upon check out, the first thing they asked was “Are you the ones who had the fall?” “Yes” my friend replied, (thinking they were going to ask how I was) “Did you Pay the hospital bill yet?” ARE YOU FREAKING KIDDING ME?!!!!! The hospital and ambulance bill were the first concern in their mind? Unbelievable!!!!! Then, they charged us and extra twenty Euro for my daughter being there. I am almost without words. In the good side. The manager did ask how I was doing as well as one of the front desk clerks. The breakfast buffet was outstanding and the staff were mostly very kind. I can’t believe we just spent that much money to be treated over all so poorly after an accident in their hotel. We asked that signs be placed in the bathroom notifying that the floors are EXTREMELY slippery when wet. I only put my wet foot on the floor, it was not wet other than that. It is a hazard. So, for my birthday, I got an ambulance ride, head exray, 4 stitches, little sleep due to the location of the wound and all the extra bills that came along with that. Not to mention, the rest of my trip is going to be more difficult with a head wound and the follow up appointments I need (per the doctor) to check on the stitches and then remove them. Maybe if you are in one of the $1000 rooms, you might be worthy of a little more curtesy, and customer service. I am not usually so harsh in my reviews, because everyone can have a bad customer service day or moment, but they had several chances to make this a better stay and missed all opportunities to do so. I would not recommend this hotel to anyone.

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  Sahar Ghoneim

  :: 09 June 2018 09:55:01

  We stayed at Pupp 3 years consecutive.. we love everything in it..the spa and treatments... the breakfast and dinner buffet is perfect.. the room is spacy.. Try Pupp

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  Pearlyn Toh

  :: 31 May 2018 00:04:43

  The hotel is very grand and opulent. There are quite a few potraits of celebrities who had stayed at the hotel previously. We wanted to dine at the cafe but was past closing time, and ended up eating at the restaurant/bar. The dining area is indeed the same at the lobby areas, grandiose, with a potrait of Morgan Freeman staring at me while i ate. Food took a while to arrive and was all right.

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  Evgeny Bogdanov

  :: 01 May 2018 12:49:14

  A hotel that was in need of renovation 10 years ago... Stayed in two rooms -regular and superior. Both have old ceramics (cheap), funny fact but is a good testimony to my argument -toilets are at different height. Wallpaper, furniture, lamps, curtains -all from different style and age -feels like they replaced things when the "service life expired", letting in what was fashionable at the time of change. No curtain in the shower.. Prices for coffee/food 50%-100% higher than in the city..as well as the waiting times. Having said all these, service quality in the hotel itself is pretty much ok. They'll take care of your needs, be nice and attentive to you.

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  Robert Steagall

  :: 24 March 2018 16:52:30

  Grand historic hotel in a town that was an attraction for the rich and famous in baroque times. Get over the name, this is a great hotel. There are two entrances, each with its own lobby so be careful you get to the right one. Although full of great amenities, don't miss the coffee shop that serves not to be missed pastries. Pastries are an interest of ours so we do a lot of sampling as we travel and the are world class good. A little on the expensive side but not ridiculously so.