references
Positives
Beautiful hotel, delicious food, very high quality. The staff was pleasant and helpful.Answer from Spa Hotel Imperial
Dear Zdenka Lydia Brezinova, many thanks for your stay at our hotel and for your kind feedback. We are glad that you liked our hotel, that you enjoyed our delicious dishes and that you were satisfied with our staff. We hope you will come back to us in the future. We look forward to you! Best regards from Karlovy Vary, Blanka, Sales Department, Hotel Imperial
Positives
A wonderful place in the park. Beautiful architecture and interior. Milking those who love to dine under the light of crystal chandeliers. Elegant cafe Vienna. Was there for New Year 2024 - delicious food! I thank the reservation manager Ms. Lyubov for providing me with the room!Negatives
But! For some reason there is no light background music at all. It would be nice to hear the light sounds of a saxophone or Strauss waltzes in the lobby and restaurant, especially on New Year's Day! Unfortunately, there is complete silence, which is even worse for your ears! The hotel has two luxurious pianos! And no one ever played!!! Even simpler hotels have a pianist. Here the bartender didn’t even allow me to touch the keys and play Chopin... it’s a shame... Superficial cleaning.
Answer from Spa Hotel Imperial
Good afternoon, dear Irina Martiniuc-Fedoret, thank you very much for your stay in our hotel, for your wonderful review and for choosing our hotel to celebrate the New Year. We are glad that you appreciated the wonderful location, architecture, interior, excellent cuisine and room. However, we are sorry to hear that you were not completely satisfied with the music. The piano in our hotel is used to its fullest: every weekend there are musical evenings in the hotel cafe, where a pianist plays, and in addition there are still occasional concerts in the concert hall, where a pianist also plays. Thank you for your comment about the cleaning, which surprised us very much, since all our clients are very satisfied with the cleaning. Thank you again and we hope that you will return to us again in the future. We will be glad to see you again! Best wishes from Karlovy Vary, Blanca, Marketing Department, Hotel Imperial
Positives
My mom and I had a wonderful stay in Karlovy Vary at the Spahotel Imperial. The medical doctor and nurses were amazing. They took great care of my mom when she injured her toe. I found the ambiance in the hotel very relaxing and comforting. During our stay there were a few musical engagments in the hotel, which was amazing as my mom could not go out side for a few days because of her injury. We will definitely come gain. Thanks to all who made our stay special ❤️Positives
The service staff in Restaurant Prague was very friendly and helpfulNegatives
Reception staff were unfriendly and arrogant, especially Ondrej Paruzhek, which is not my idea of a 5 star hotel.Positives
Friendly and quick welcome, secure parking, high-quality and tasty food, although the choice of dishes could be expanded. SPA services at a good levelNegatives
Not once during the entire stay, 5 nights, was there a change of linen, which is unacceptable for a 5-star hotel. After cleaning, the air in the room is musty, it feels like the rags for washing the floors in the bathroom are not washed at allPositives
The food is excellent! The view (at least from the 5th floor) is breathtaking!Negatives
The staff is not of a 5 star hotel. During my stay the funicular was closed. It is 10 minutes walk to the town, but on the way back you must literally climb the mountain.Positives
A beautiful hotel with friendly staff. Good treatments and very good cuisine. Unfortunately, the wellness area is too small.Positives
Very large rooms, very quiet Massages why short, but goodNegatives
Food is decreasing more and more (compared to last year) almost everyone is the same (canteen level) Wellness area very small without thermal water, sauna absolute disaster, there is never an infusion, water dispenser has also been abolished, there is a drinking fountain. It's worth considering testing cheaper hotels that only cost half and have more to offerPositives
Amazing hotel location, impressive building, great food and service. Gym was fabulous! Despite the few things we didn't like and couldn't find (see the negatives), we enjoyed our holiday immensely.Negatives
Was difficult to communicate as only staff at the reception spoke some English. I wished the Chef would offer more Gluten free choices including cake/deserts. There wasn't any available and for the duration of our stay, I was offered three pretty tasteless pastries (not home made!) at breakfast. Also, the spa was disappointing (no thermal water) . The pool was also small. No tennis courts during winter? I wished I knew.Positives
Location The room was spacious and clean. The view from the window is gorgeous The cosmetics in the room are very good. The maids are friendlyNegatives
The service in the Prague restaurant is very poor. For this level of hotel (the hotel is positioned as 5*), hiring untrained waiters (sullen, dissatisfied, clumsy) as waiters in a restaurant is a big disadvantage. When they start rattling dishes in the hall, it’s very uncomfortable. Overall good.Positives
Wonderful varied food, beautiful spacious rooms, wide selection of wellness treatmentsNegatives
Lack of any infrastructure for children (playground, children's room/mini-club), although the territory and area of the hotel allow this. On well-known sites for booking accommodation, the description of this hotel contains inaccurate information about the availability of infrastructure for children. Not very friendly attitude of the staff (waiters, reception staff), with the exception of some employees. A complete lack of room cleaning (during the week of stay, the bed was never made properly), the room was cleaned in a matter of minutes (they remove the garbage, maybe vacuum it if you're lucky). But this is not the case everywhere: on the next floor there was a very high-quality cleaning of the rooms. So this is a human factor - depending on your luck. The problem is that there is no quality control system (but this is not about the Czech Republic at all - the concepts of “service” and “quality” are an empty phrase for them). And the most “pleasant” thing - on the last day of rest, from 8 o’clock in the morning, the maids began calling the room (in response - short beeps), hinting at the upcoming eviction and, they say, it’s time to vacate the premises, we finally need to clean it . Simply the highest level of hospitality. Having stated such disadvantages of the hotel to the reception staff, they only shrug their shoulders indifferently and do not even make any apologies.Answer from Spa Hotel Imperial
Good afternoon, dear Yulia Faramazova, thank you very much for your stay at the Imperial Hotel and for your feedback, which is very important to us. We are glad that you highly appreciated the varied food, spacious rooms and wide range of spa treatments. Your comments about the infrastructure for children, the attitude of the staff and room cleaning are very important to us. We have some facilities for children, but we do not have such a wide children's infrastructure, since we are primarily a resort hotel. We are also sorry to hear that you found the staff unfriendly as we regularly train our staff to ensure we provide the best possible service to all our customers. We are very surprised that the cleaning was not done to your liking and that the maids called you on the morning of your departure. We prefer to resolve complaints directly during your stay, so of course you could contact the hotel manager, who would undoubtedly be happy to listen to you and find a solution that satisfies you as much as possible, because a satisfied guest is our priority. We hope that you will give us another opportunity to welcome you and provide you with the best possible holiday. Best regards and best wishes, Blanca, Marketing Department, Hotel Imperial
Positives
We had a wonderful 5-day spa stay. The room was spacious and very clean. The service in the hotel was excellent. The staff in the hotel and also in the medical area tried to look after us in German and were always friendly and if German was not available (not everyone has learned German) they spoke in English. The medical care provided by Dr. Wedellova was comprehensive and caring. We were given very good advice (in excellent German, by the way) and the applications were determined according to our needs. We hadn't dared to expect that and were very impressed. The location of the hotel is unique. In the middle of nature with a short walk (3min. Funicolare) to the center of the beautiful town of Karlovy Vary. Here you could perfect your stay at the spa with targeted drinking treatments (also with medical advice). We didn't try the thermal baths. All in all a very pleasant experience. A big thank you to the entire staff of the hotel and the medical area.Negatives
We weren't that enthusiastic about the breakfast and dinner buffet. It was plentiful for our needs quite ordinary and simple. That's why only 4 stars. But there is a good alternative for dinner. You can choose a 3-course menu in the a la carte Restaurant Paris for an additional charge, which we did several times and got our money's worth. The food was interesting and delicious.Answer from Spa Hotel Imperial
Dear Karin Ronnenberger, thank you for your stay in our hotel and for taking the time to write a review. We are very pleased that you had a wonderful five-day stay with us and that you appreciated the spacious and very clean room. We are pleased that our service to you was excellent and that the hotel and medical staff went above and beyond to ensure your comfort with a friendly and caring attitude, even in German or English. It is nice to hear that the medical care from our doctor was comprehensive and caring and that you received very good advice tailored to your needs. We are glad that you enjoyed the hotel's unique location surrounded by nature and just a short walk from the center of the beautiful town of Karlovy Vary. Thank you for your appreciation to the entire hotel and medical staff. Your satisfaction is our priority and we are pleased that you had a pleasant experience. Regarding the food, we really value your opinion on the buffet meals. We are sorry that the experience was not as you would have liked in this regard. On the other hand, it is very nice that you visited our a la carte restaurant Paris, where you had a great gastronomic experience. Thank you again and we hope you will visit us again in the future. We look forward to seeing you! Kind regards from Karlovy Vary, Blanka, Management, Hotel Imperial
Positives
A very well-kept, stately hotel with a very good and extensive buffet selection, the staff is friendly and helpful, the employees speak either German or English. The hotel has a lovely location on a hill at the back with a very nice view of the woods.Negatives
The hotel is not suitable if you have walking difficulties. There is the funicular railway down to the city, but then you are dependent on time.Answer from Spa Hotel Imperial
Dear Mr Andrej Dr. Spiess, thank you very much for your kind feedback about our hotel. We are very pleased that you noticed our well-kept and representative ambience as well as our friendly and helpful staff. We are pleased that you enjoyed our extensive buffet offering and our beautiful location with incomparable views. However, we are sorry to hear that our hotel was not suitable for you in terms of accessibility. We strive to create the most comfortable environment possible for all our guests and would be grateful for your feedback on this aspect. The city center can be reached on foot, with the free cable car or with the free city buses 2 and 13, which stop directly at the hotel and run frequently. Thanks again! Your comfort and satisfaction are the most important thing to us. We hope that you will choose our hotel again for your next vacation in Karlovy Vary! We are happy to see you again! Kind regards from Karlovy Vary, Blanka, Business Department, Hotel Imperial
Positives
The service and accommodation are excellent. Large and comfortable balneocenter. The staff is always attentive and competent. A very large selection of dishes in the restaurant. There is a coffee machine in the room. The best hotel in Karlovy VaryNegatives
There is only one inconvenience - there is no partition in the bathroom and water gets on the floor. But this is sheer nonsense compared to the advantagesPositives
Nice atmosphereNegatives
Medical personnel doesn’t speak EnglishPositives
The hotel is great! The best location in Karlovy Vary and always very easy to reach by the funicular,Negatives
It's probably just a coincidence, but we've been there twice and twice the final bill from the restaurant wasn't correct. Drinks were charged twice. A close check of the invoice is recommended.Answer from Spa Hotel Imperial
Sehr geehrter Herr Suchanek, vielen Dank für Ihren Aufenthalt in unserem Hotel und für Ihr Feedback, das uns sehr wichtig ist. Wir freuen uns, dass Sie Ihren Aufenthalt bei uns genossen haben und Ihnen die einzigartige Lage unseres Hotels sowie die kostenlose und bequeme Seilbahnanbindung in das Kurzentrum gefallen haben. Wir entschuldigen uns für die Unannehmlichkeiten, die Ihnen mit unserer Restaurantrechnung entstanden sind. Wir werden es auf jeden Fall an den Restaurantleiter weitergeben, der sich weiterhin intensiv damit auseinandersetzen wird, denn das ist definitiv nicht unser Standard. Nochmals vielen Dank, dass Sie sich die Zeit genommen haben, Feedback zu schreiben. Wir hoffen, dass Sie sich für Ihren nächsten Urlaub in Karlsbad wieder für unser Hotel entscheiden! Wir freuen uns auf Sie! Mit freundlichen Grüßen aus Karlsbad, Blanka, Geschäftsabteilung, Hotel Imperial
Positives
There are some 4 star hotels in Karlovy Vary that have better ratings. This can only be due to lower expectations. None come even close to the Imperial!Positives
Everything OK. Good luck with your career. Greetings from Dresden...Negatives
It would have been a wonderful time if there hadn't been any cockroaches in the room! We only found one and didn't react at first. When we saw the other "guests" in our room, we immediately informed the hotel staff about it. We were moved to a smaller room. We had cockroaches in this room too! The staff reacted as if nothing had happened and it was a mix-up. After a little discussion, we were granted a small compensation. What a shame for such a beautiful and chic house!Answer from Spa Hotel Imperial
Sehr geehrte Frau Larissa Sawatzki, vielen Dank für Ihren Aufenthalt in unserem Hotel und für Ihr Feedback, das für uns sehr wichtig ist. Es tut uns sehr leid zu hören, dass Ihr Aufenthalt nicht ganz unproblematisch war und wir werden Sie nicht ohne Antwort lassen. Wir danken Ihnen aufrichtig dafür, dass Sie uns über das Problem mit den Wanzen im Zimmer informiert haben und entschuldigen uns für die Unannehmlichkeiten, die Ihnen dadurch entstanden sind. Die Sicherheit und der Komfort unserer Gäste haben für uns Priorität, und wir werden die Situation weiter untersuchen. Vielen Dank für Ihre Geduld und dafür, dass Sie uns die Gelegenheit gegeben haben, unseren Service zu verbessern. Wir hoffen, dass Sie in Zukunft wieder zu uns kommen werden! Wir freuen uns auf Sie! Mit freundlichen Grüßen aus Karlovy Vary, Blanka, Geschäftsabteilung, Hotel Imperial
Positives
Overall the overall impression is very good. The location of the hotel, staff, food, room cleaning and overall cleanliness are at a high level. Also, the organized excursion to Prague and transfer all worked at the highest level. The mood was slightly spoiled by the issue of extending the room for 5 hours, because the flight back was at night. The hotel administration valued these 5 hours at 90 euros! This is for a couple who lived there for 2 weeks and have been using the services of this hotel for several years. The price is clearly too high, so out of principle, we did not use this service,Answer from Spa Hotel Imperial
Добрый денл, уважаемый Benyamin Bernstein, большое спасибо за пребывание в нашем отеле и за Ваш отзыв, который очень важен для нас. Мы рады, что Вы остались довольны расположением, персоналом, питанием, уборкой номеров и общей чистотой. Сожалеем, что Вам показалось, что цена зa продление номера завышена..Мы благодарны за Вашу многолетнюю лояльность и за выбор нашего отеля. Мы постараемся вернуть Ваше доверие и обеспечить Вам приятное пребывание во время Вашего следующего визита. Еще раз спасибо. С уважением и с желанием хорошего дня! Бланка, отдел маркетинга, отель Империал.
Positives
The medical advice was excellent. The treatment plan was well coordinated and all times were adhered to. Varied food, large selection, tasty prepared dishes.Negatives
Unfortunately the hotel is very noisy. I would have expected from a 5-star hotel that I wouldn't hear the voices from the next room and the trampling above me. The staff seemed disinterested at times.Positives
Very good! Thank you very much for the treatment course, comfortable stay, educational excursions. Although the IMPERIAL hotel is located high up, it was possible to use the funicular until 19:00 to access the healing springs. A pipeline was installed into the hotel from the Geyser source. I recommend this hotel for a holidayPositives
Good doctor Marie.Pospisilova!Various delicious menu.Convenient and free funicular to the city.Nice pool with massage, but the jacuzzi is occupied by couples or elderly people and sit for hours.Negatives
Previously, at the reception they showed everything, told where and what. Now they just give you the key and that’s it. Well, this is not the first time. Very weak massage, just ironing. During all the time, the waiters did not even offer a menu for drinks for money, but they do not leave the Germans who come for the weekend! Cleaning has become worse than before. Paid parking is 20 euros a day, almost always packed. And having paid for all the days at once, you don’t always find a place. Sometimes you have to put it out of the blue.Answer from Spa Hotel Imperial
Добрый день, уважаемый Aleksandrs Karpenko, большое спасибо за пребывание в нашем отеле и за Ваш отзыв, который очень важен для нас для улучшения наших услуг. Мы рады, что Вы остались довольны MUDr. Marie Pospíšilová, с нашим питанием, с бесплатным и удобным доступом к спа-центру города и с нашим великолепным бассейном. Нам жаль, что Вы не были полностью удовлетворены работой нашего персонала на стойке регистрации, поскольку это не наш стандарт. Мы регулярно обучаем наш персонал, чтобы обеспечить лучший и наиболее удобный сервис для всех наших клиентов. Нам также жаль, что Вы не остались полностью удовлетворены нашим массажем, так как наши массажисты имеют высокую оценку. Да, парковка платная, так как мы предлагаем парковочный сервис. Уборка номеров является нашей услугой с самым высоким рейтингом, поэтому мы очень удивлены, что Вы почувствовали, что качество уборки ухудшилось. Мы предпочитаем решать проблемы на месте, поэтому, если Вы не были удовлетворены, Вы, конечно, могли связаться с менеджером отеля во время Вашего пребывания, который, безусловно, был бы рад выслушать Вас и найти лучшее решение для Вас. Еще раз большое спасибо и надеемся, что Вы вернетесь к нам снова в будущем! С нетерпением ждем Вас! С уважением, Бланка, отель Империал
Positives
I can only recommend that we booked for parents-in-law and everything was greatAnswer from Spa Hotel Imperial
Sehr geehrter Herr Alexander, Herzlichen Dank für die gute Bewertung, die Sie unserem Spa Resort Sanssouci **** im Karlsbad gegeben haben! Wir freuen uns sehr, dass Sie bei uns zufrieden war! Das gesamte Team und ich freuen uns auf Ihren nächsten Aufenthalt! Mit freundlichen Grüßen, Linda Reputation Manager