references
Positives
Hotel in a good location with extensive treatment options. The food is varied and tasty. Mr Richard from the reception team went to great lengths to correct the incorrect room allocation, thank you very much!Negatives
Initially assigned the wrong room. Only after protesting and waiting for one night did I get the room I booked. Air conditioning not working. Juice dispenser in the restaurant often only provided heavily diluted juice water instead of orange juice or apple juice.
Answer from Spa Hotel Imperial
Dear Dr. Mälzer, Thank you for choosing our Ensana Health Spa Hotels hotel for your stay in Marienbad. Your opinion is very important to us and motivates us to provide even better care for our hotel guests. Thank you for your specific suggestions, which we will pass on to the responsible manager or operations manager. They will be implemented as far as we can. The management and staff of the Hvězda**** hotel look forward to your next visit. Until then, we wish you good health. Best regards, Regina Haslerová Guest Relation Manager
Positives
Nice resort.Negatives
The robe does not change, 2 weeks in the same one.Answer from Spa Hotel Imperial
Dear Mrs Melnyk, Thank you for choosing our hotel in Marianske Lazne, the Ensana Health Spa Hotels group, and for providing us with information about your stay at the Zvezda**** Hotel. Thank you for your feedback. Your opinion is important to us and stimulates us to further improve the level of service. Thank you for your specific comments about our hotel. We will forward your comments and suggestions to the employee responsible for this department. We hope that you will visit Marianske Lazne in the future and wish you good health. Sincerely Regina Haslerova Guest Relations Manager
Positives
We had a relaxing week at the Hotel Imperial. The treatments and the medical staff were professional. Next time, however, we would choose a different hotel. The room was very small, as was the bathroom, which we didn't like so much.Answer from Spa Hotel Imperial
Dear Ms. Bendmann, Thank you for choosing our Ensana Health Spa Hotels hotel for your stay in Mariánské Lázně. We really appreciate that you have taken the time and effort to evaluate our hotel services. Your opinion is very important to us and motivates us to provide even better service to our hotel guests. The management and team of employees at the Hvězda Hotel look forward to your next visit. Until then, we wish you good health. Best regards, Regina Haslerová Guest Relation Manager
Negatives
I can say one thing about the disadvantages of the stay. Ordinary people will soon forget what a sanatorium is. At these prices, in any other country you can relax for two weeks, but here only one, and this is very sad. The sanatorium is half empty, and the staff complains that people don’t come because of the high price. I came to this sanatorium 5 times, and I know for sure that the management of the sanatorium needs to be fired, the managers cannot calculate the correctness of the business. The costs of the sanatorium, heating, electricity, staff, water and everything else are very high, while the sanatorium, as I said, is empty. And this sad future... is expected... in those sanatoriums where the price has remained unchanged, people come all year round, and there are many examples of this!!Answer from Spa Hotel Imperial
Dear Mr. Waldemar, Thank you for choosing our hotel in Marianske Lazne, the Ensana Health Spa Hotels group, and for providing us with information about your stay at the Zvezda**** Hotel. Thank you for your feedback. Your opinion is very important to us and stimulates us to further improve the level of service. We hope that you will visit Marianske Lazne in the future and wish you good health. Sincerely Regina Haslerova Guest Relations Manager
Positives
Very competent and also nice Ms. MUDr. Gabriela Ondruschova! All the employees are nice, especially Ms. Lenka Stanichkova (reception), Ms. Jasenchukova (peat pack), Ms. Hrkalova (mineral bath).Answer from Spa Hotel Imperial
Dear Ms. Nina, Thank you for choosing our Ensana Health Spa Hotels hotel for your stay in Mariánské Lázně. We really appreciate you taking the time and effort to review our hotel services. Your opinion is very important to us and motivates us to provide even better care for our hotel guests. We greatly appreciate the recognition of our employees. Management and the team of employees of Hotel Hvězda**** look forward to your next visit. Until then, we wish you good health. With kind regards Regina Haslerova Guest Relations Manager
Positives
Room had good facilitiesNegatives
Kitchen unsatisfactory for a 4 star hotelAnswer from Spa Hotel Imperial
Sehr geehrte Frau Nollen, wir bedanken uns, dass Sie sich für Ihren Aufenthalt in Marienbad unser Hotel der Gesellschaft Ensana Health Spa Hotels ausgewählt haben. Wir schätzen es sehr, dass Sie Zeit und Mühe auf sich genommen haben, um unsere Hoteldienstleistungen zu bewerten. Ihre Meinung ist uns sehr wichtig und motiviert uns zur noch besseren Betreuung unserer Hotelgäste. Ihre konkreten Bemerkungen zum Essen haben wir dem Abteilungsleiter weitergegeben. Management und das Team der Mitarbeiter des Hotels Hvězda freuen sich auf Ihren nächsten Besuch. Bis dahin wünschen wir Ihnen viel Gesundheit. Mit herzlichen Grüßen Regina Haslerová Guest Relation Manager
Positives
We rested and received treatment in this sanatorium for the 4th time, and the staff, as always, are polite, and the treatment is excellent.Negatives
But it feels like the administration is trying to save money. Unfortunately, this affects, for example, the quality of food. It is still at a good level, but the changes are not encouraging. For example, in the second week of our stay, beef practically disappeared from the menu (6 days out of 7). Yes, there are more pork dishes, but not everyone is ready for such a replacement. Interestingly, in the first week there was beef every day.Answer from Spa Hotel Imperial
Уважаемый господин Борис, спасибо Вам за то,что Вы выбрали наш отель в Марианских Лазнях, группы Ensana Health Spa Hotels и предоставили нам информацию о своем пребывании в отеле Звезда****. Спасибо Вам за конкретные замечания к нашему сервису. Ваши замечания и предложения мы передадим ответственному за данный отдел работнику. Ваше мнение для нас очень важно и стимулирует к дальнейшему улучшению уровня обслуживания. Благодарим Вас за ваш отзыв. Надеемся, что в будущем Вы посетите Марианские Лазни, желаем Вам крепкого здоровья. С уважением Regina Haslerová Guest Relation Manager
Positives
I liked the work of the medical staff performing the procedures. I liked the cleanliness of the resort and the work done on cleaning the room. I liked the responsiveness of the reception staff.Negatives
I didn’t like the work of doctor Maria (I don’t remember her last name). Hot food is usually too salty. The delivery of medicinal water for people with limited mobility is not organized.Answer from Spa Hotel Imperial
Уважаемая госпожа Dina, спасибо Вам за то,что Вы выбрали наш отель в Марианских Лазнях, группы Ensana Health Spa Hotels и предоставили нам информацию о своем пребывании в отеле Звезда****. Благодарим Вас за ваш отзыв. Ваше мнение для нас очень важно и стимулирует к дальнейшему улучшению уровня обслуживания. Надеемся, что в будущем Вы посетите Марианские Лазни и наши работники отеля будут рады Вас видеть вновь у нас в отеле, желаем Вам крепкого здоровья. С уважением Regina Haslerová Guest Relation Manager
Positives
Excellent accommodation at the Imperial Hotel (suite), good procedures, wonderful staff, always ready to respond to the requests of vacationers, good varied food in the Franz Joseph restaurant. All liked it. Thank you, Sanatoriums!Answer from Spa Hotel Imperial
Dear Mr. Dmitry, Thank you for choosing our hotel in Marianske Lazne, the Ensana Health Spa Hotels group, and for providing us with information about your stay at the Zvezda**** Hotel. Thank you for your feedback. Your opinion is very important to us and stimulates us to further improve the level of service. We hope that in the future you will visit Marianske Lazne and our hotel staff will be glad to see you again at our hotel. We wish you good health. Sincerely Regina Haslerova Guest Relations Manager
Negatives
The medical block is closed on Sunday and partly on SaturdayAnswer from Spa Hotel Imperial
Уважаемая госпожа Irina, спасибо Вам за то,что Вы выбрали наш отель в Марианских Лазнях, группы Ensana Health Spa Hotels и предоставили нам информацию о своем пребывании в отеле Звезда****. Благодарим Вас за ваш отзыв. Ваше мнение для нас очень важно и стимулирует к дальнейшему улучшению уровня обслуживания. Надеемся, что в будущем Вы посетите Марианские Лазни и наши работники отеля будут рады Вас видеть вновь у нас в отеле, желаем Вам крепкого здоровья. С уважением Regina Haslerová Guest Relation Manager
Positives
In the Khvezda sanatorium we had a great rest, improved our health, enjoyed nature and weekend trips to Prague and Nuremberg. Highly recommended!!Negatives
Everything is fine!Answer from Spa Hotel Imperial
Уважаемый господин Юри, спасибо Вам за то,что Вы выбрали наш отель в Марианских Лазнях, группы Ensana Health Spa Hotels. Ваше мнение для нас очень важно и стимулирует к дальнейшему улучшению уровня обслуживания. Работники отеля будут рады Вас видеть вновь в отеле Звезда****. Желаем Вам крепкого здоровья. С уважением Regina Haslerová Guest Relation Manager
Positives
Everything was wonderful.Answer from Spa Hotel Imperial
Уважаемый господин Козински , спасибо Вам за то,что Вы выбрали наш отель в Марианских Лазнях, группы Ensana Health Spa Hotels. Ваше мнение для нас очень важно и стимулирует к дальнейшему улучшению уровня обслуживания. Работники отеля будут рады Вас видеть вновь в отеле Звезда. Желаем Вам крепкого здоровья. С уважением Regina Haslerová Guest Relation Manager
Positives
This is our third time in this hotel complex. The location of the hotel is perfect, the food is good. The Roman bath is something very special, simply beautiful.Negatives
Unfortunately we didn't get the room we booked in the Imperial hotel building, but in the Hvezda building. Instead of a shower there was a bathtub with a minimal separation, so that after showering the entire floor in the bathroom was flooded with water. Some of the tiles were loose and had no joints. The walls are so thin that we couldn't hear the neighbors snoring.Answer from Spa Hotel Imperial
Hallo, guten Tag, sehr geehrter Herr Engbrecht, vielen Dank für Ihre Referenz. Wir freuen uns sehr, dass Sie bei uns wiederholt waren, dass Sie sich bei uns wohl fühlen. Desto mehr tut uns leid, dass uns diesmal nicht gelungen hat, Ihre Erwartungen in vollem Umfang zu erfüllen. Schade, dass es nicht direkt vor Ort geregelt worden ist. Ihre Bemerkungen zum Zimmer haben wir auf Hotelmanagement weiter geleitet. Ihre Bewertung wird uns helfen unsere Dienste zu verbessern. Wir bedanken uns für Ihren Aufenthalt und hoffen wir Sie in der Zukunft wieder im Hotel IMPERIAL begrüssen zu dürfen. Wir wünschen Ihnen gute Gesundheit, viel Glück und alles Bestens bis zum Wiedersehen. Eva Voldřichová, Guest Relations
Positives
Fabulous! And that's it! The highest world level! Tatiana, USA, FloridaAnswer from Spa Hotel Imperial
Уважемая госпожа Татиана, спасибо за ваш прекрасный отзыв. Ваши слова благодарности - это большая честь и стимул для нас в нашей ежедневной работе. Мы с нетерпением ждем вашего следующего визита. С уважением Radomíra Pavlištová Guest Relation Manager Ensana Health Spa Hotel Hvězda
Positives
The treatments (procedures) were consistently good to very good. The staff in the spa area was friendly and very competent and helpful. The location of the hotel was perfect. The park, the colonnades and the shopping street could be reached in a few minutes. The rooms were clean and functionally furnished. The balcony was perfect for sunbathing when the weather was nice. The PerNegatives
The staff was very unfriendly. The room allocated to us was not up to specification so we moved after a week. This room corresponded to the category we booked. Unfortunately, the food was always cold and therefore hardly edible. The supply of bread was not enough for a 4* hotel. Only the dessert buffet was very good. We will not book this hotel again.Answer from Spa Hotel Imperial
Sehr geehrter Herr Beetz, wir bedanken uns für Ihren kritischen Rückblick auf den Aufenthalt in unserem Hotel. Wir schätzen es sehr, dass Sie Zeit und Mühe auf sich genommen haben, um unsere Hoteldienstleistungen zu bewerten. Ihre Meinung ist uns sehr wichtig und auf diesem Wege möchten wir uns entschuldigen, dass wir Ihre Erwartungen nicht in vollem Umfang erfüllt haben. Ihre konkreten Anregungen bezüglich der Kommunikation zwischen Gästen und Personal werden wir dem zuständigen Manager weiterleiten. Im Rahmen unserer Möglichkeiten, auch hinsichtlich der Fremdsprachenkenntnisse, werden wir uns um eine deutliche Verbesserung bemühen.Wir sind stehts bemüht, allen Hinweisen und Wünschen unserer Hotelgäste umgehend zu entsprechen und dann konnten wir im Restuaurant gleich reagineren und dabei helfen. Wir bedanken uns noch einmal für Ihre Meinung und würden uns freuen, Sie trotz Ihrer kritischen Hinweise in Zukunft wieder im Hotel Hvězda oder in einem der weiteren Hotelsbekanntlich ein unserer Gesellschaft Ensana begrüßen zu dürfen. Mit freundlichen Grüßen Radomíra Pavlištová Guest Relation Manager Ensana Health Spa Hotel HVězda
Negatives
I booked and paid for a room overlooking the park, but the hotel administrator gave us a room with windows facing the courtyard! When we arrived at the room and discovered that we were allocated something other than what we had paid for, we were forced to return to the administrator with our things and ask to change our room. What was done. I don't think this was an accidental admin mistake!Answer from Spa Hotel Imperial
Уважаемый господин Иванов, спасибо Вам за то,что Вы выбрали наш отель в Марианских Лазнях, группы Ensana Health Spa Hotels. Ваше мнение для нас очень важно и стимулирует к дальнейшему улучшению уровня обслуживания. Работники отеля будут рады Вас видеть вновь в отеле Звезда. Желаем Вам крепкого здоровья. С уважением Regina Haslerová Guest Relation Manager
Positives
I can’t write anything about the Imperial Hotel, because instead of the ordered single room in the Imperial, I was placed in a wonderful double room in Gvezda. Because both hotels belong to the Ensana group, my review will also be relevant for Imperial. I liked everything. This is not the first time in ML. There is something to compare with. Very attentive and friendly staff. All issues that arose were resolved immediately. Clean and comfortable. I was pleasantly surprised by the menu in the restaurant. Tasty food. Comfortable beds. Besides the pillows, they are somehow flat and not comfortable. The quality of the procedures is satisfactory. Thanks to the hotel staff for a wonderful stay.Negatives
The only reason I won't go to this hotel again.... is the variety of procedures. This is just a mockery. Although the description of the sanatorium states that the procedures take place in Gvezda, they took me to 4 hotels. Hvezda, Imperial, Naples and Central Lazne. There were days when all procedures took place in different hotels. For example, Central Lazne. I have experience holidaying there. I didn't like the quality of the procedures at all. After negotiations with the spa reception, we managed to transfer some of the procedures to Gvezda. And another doctor's appointment. No treatment was prescribed for the problem for which I am coming. A drinking course was not prescribed. Thanks to the hotel director who organized an appointment with another doctor.Negatives
Very long waiting times for drinks in the restaurantPositives
This was my sixth time at the Marianske Lazne sanatorium. I really like the treatment provided here, as well as the nature and wonderful air! Many thanks to everyone for organizing a wonderful holiday for me.Negatives
The only, very compressed schedule of procedures.Positives
The air, the forest, the tranquil nature is excellent, a wonderful place to relax. If it works out, I will definitely comePositives
The food was very tasty, everything was always hot, the vegetables were very well cooked. The service staff in the restaurant were very accommodating and very friendly. The reservations department tried very hard to fulfill our wishes.Negatives
The tables in the restaurant are very close together and it is also very noisy in the main room. We sat in a small separate room at the back and it was very quiet there. There were two courses in the main restaurant and tables in between, so it was very uneasy for the guests because they always had to walk past them. The fish was not well prepared and the quality of the meat and fish was not very high either. Unfortunately, the staff at the reception were not always sufficiently trained in the program knowledge, nor were they always able to speak German.Positives
I liked everything very much! I hope to return. I will definitely use this site.Negatives
NothingPositives
I'll be back DiMNegatives
MY CREDIT CARD WAS NOT ENTERED IN CORRECTLY,,,.Embarrassing.Positives
Great location of the hotel, close to collonades and the forest with beautiful hiking trails. The applications were of very good quality. The service staff in the restaurant were very helpful and very friendly. The reception tried hard to fulfill our wishes.Negatives
The cleaning staff was understaffed, in my opinion, too many rooms for just 1 cleaner. Unfortunately there were problems with the reception's computer program, the staff was already overwhelmed upon arrival and the booking details were entered incorrectly, with more applications than booked, it took a while for this to be changed, and in the end there were problems with billing. Not all front desk staff were trained with the program. The spa department was inflexible, you always had to go to the doctor first to change the treatment, very inconvenient.Positives
Staff very nice, food great, treatments very good :-)Negatives
Unfortunately, I wasn't satisfied with the visit to the doctor, the doctor didn't listen. Pimkowa :-(, I booked a large package with blood tests and three visits to the doctors, unfortunately nothing came of it :-(Answer from Spa Hotel Imperial
Sehr geehrte Frau Marzena, wir bedanken uns, dass Sie sich für Ihren Aufenthalt in Marienbad unser Hotel der Gesellschaft Ensana Health Spa Hotels ausgewählt haben. Ihre Meinung ist uns sehr wichtig und motiviert uns zur noch besseren Betreuung unserer Hotelgäste. Management und das Team der Mitarbeiter des Hotels Hvězda freuen sich auf Ihren nächsten Besuch. Bis dahin wünschen wir Ihnen viel Gesundheit. Mit herzlichen Grüßen Regina Haslerová Guest Relation Manager
Positives
It was a very nice stay, we felt very comfortable. What I particularly liked was that everything was very clean and well maintained. We will definitely be back for a longer period of time.Answer from Spa Hotel Imperial
Sehr geehrter Herr Paukner, wir bedanken uns für Ihr Feedback zu Ihrem Aufenthalt in unserem Hotel. Uns hat Ihre Bewertung sehr erfreut und gerne werden wir diese angenehme Worte unseren Mitarbeitern auch ausrichten. Wir werden weiterhin versuchen, unseren Service in guter Qualität zu halten, dass die Gäste zu uns gerne zurückkommen. Wir würden uns freuen Sie wieder im Hotel Hvězda unserer Ensana - Hotelsgroup begrüßen zu dürfen. Mit freundlichen Grüssen Radomíra Pavlištová Guest Relation Manager Ensana Health Spa Resort Hvězda
Positives
Everything was very good. During this difficult time we recovered well and strengthened our health thanks to you. All employees are highly qualified. We'll definitely come back. We wish you all health, health and more health. See you next time!Negatives
There were no disadvantagesAnswer from Spa Hotel Imperial
Уважаемый господин Tsykun, Спасибо вам, Слова благодарности и чувство что мы оправдали ваши ожидания нас очень радуют . Ваше мнение для нас очень важно и стимулирует к дальнейшему улучшению уровня обслуживания. Благодарим Вас за позитивный отзыв.Работники отеля будут рады Вас видеть вновь в нашем отеле. Желаем Вам крепкого здоровья. С уважением Radomíra Pavlištová Guest Relation Manager Ensana Health Spa Hotel Hvězda
Positives
Vacation is great! A lot of positive! We booked a standard room, but they upgraded us to a superior room for the same money! We will definitely come back here and recommend to our friends! Thank you for a good vacation!!!!Negatives
NoAnswer from Spa Hotel Imperial
Уважаемая господин Роп, спасибо Вам за то,что Вы выбрали наш отель Hvězda-Imperial в Марианских Лазнях. Слова благодарности и чувство, что мы оправдали Ваши ожидания, нас очень радуют . Ваше мнение для нас очень важно и стимулирует к дальнейшему улучшению уровня обслуживания. Благодарим Вас за позитивный отзыв. Работники отеля будут рады Вас видеть вновь в нашем отеле. Желаем Вам крепкого здоровья. С уважением Radomíra Pavlištová Guest Relations Manager отеляHvězda