references
Positives
If you are going to Marianske Lazne, then this should be one of the Ensana hotels. You will certainly appreciate the level of customer care. We were placed in Imperial (the reservation was for Neapol). From the first to the last moment of our stay, we were surrounded by a team that has a good understanding of customer service. We arrived at the hotel late in the evening after a long flight and were greeted like family by Christina and Richard. We were immediately shown to our room and dinner was brought, although according to the schedule it had already ended long ago. The nurse saw us at 10 pm and made an appointment with the doctor for the morning. Dr. Ondrusova Gabriela is a doctor from God and surprised us with an absolutely accurate diagnosis of all problems based on a verbal survey. In Ensana there is no system of major and minor procedures; they are distributed in accordance with the Doctor's prescription. The opportunity to use the services of all 5 Ensana hotels was absolutely precious. Each has its own highlights that cannot be missed. Treatment also depends on the prescribed procedures. All sanatoriums are connected by covered passages, which in themselves are works of art. Procedures are carried out everywhere very responsibly, according to protocol. All treatment nurses are extremely friendly and professional. I would especially like to see Kubickova Suzanna in the mud baths of Central Lazne. Swimming pools and saunas in hotels are at the highest level. Nice to visit. Three hotels have bars/cafes where you can have a very pleasant time. Our favorite in Novi Lazne. We ate at Hvezda. The buffet has freedom of choice and variety of offerings. Everything was more than enough. Special thanks to the soup chef! Marianske Lazne is a very small town with one main street and the main entertainment on the promenade. In summer there is a singing fountain and symphony orchestra concerts. A must visit is Bohemian Park. Unfortunately, the variety of excursions has greatly decreased and in almost all agencies only a few basic ones remain. Special thanks to the Sanatoriums transfer service from and to the airport. Everything is still clear. We highly recommend Ensana to everyone. With gratitude to all the staff of Ensana and Sanatoriums.Negatives
I didn’t want to leave the fairy tale.
Answer from Spa Hotel Neapol
Уважаемая госпожа Косарева, 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
The hotel chain is simply great. Instead of Naples they settled in Imperial. We visited a fairy tale. We are very grateful to the sanatoriums team. We have been using your services for several years. Everything is clearly planned. Thanks a lot!!Negatives
NoAnswer from Spa Hotel Neapol
уважемя госпожа Гумовски, Спасибо Вам за то,что Вы выбрали наш отель Марианских Лазнях. Слова благодарности нас очень радуют . Работники отеля будут рады Вас видеть вновь в нашем отеле Звезда. Желаем Вам крепкого здоровья. С уважением Radomira Pavlištová Guest Relation Manager Spa Resort Hvězda
Positives
Everything was good, this is our third time in this hotel, we like everythingNegatives
The only bad thing is that there is carpeting in the rooms.Positives
Many thanks to all the staff! Especially Natasha!!!Negatives
The food leaves much to be desired...Positives
The whole complex of hotels is very nice, located in the Imperial Hotel! Wonderful, friendly staff! Large and beautiful swimming pool! Beautiful transitions between buildings, clean and tidy! I liked everything, it’s worth coming again! Thanks to sanatoriums.com! Everything was organized clearly and well!Negatives
No negativity!Positives
I liked everything, I hope to come againNegatives
The maid did not always clean the room conscientiouslyPositives
- Pleasant staff in the treatment rooms - Pleasant staff in the restaurant - No queues for procedures - Hotel location near the forest - Variety of food - Imperial Restaurant - Large selection of procedures - Bicycle parking - Atmosphere of two centuries of calm and tranquilityNegatives
The reception staff leaves much to be desired. On some issues they do not have information. We asked several times about the laundry and whether it was free, and received a positive answer. In the end, it turned out to be paid. We don’t mind paying, but we would like to know about it right away, and not receive the opposite answer. And there is also a woman at the reception, after talking with whom we felt as if the teacher at school scolded us and was dissatisfied with us))) And the question was simple - “How do we get to floor M”Positives
Excellent staff work, wonderful room service, delicious and varied food. The set of procedures charged you with health and energy for the whole year. We will come many more times. I recommendPositives
I liked everything very much! Special thanks to your site. Well done! Everything was thought out clearly, thank you!Positives
Instead of Naples, they settled in Imperial. Beketova Renata was well received at the reception; in the future, she answered questions that were not within her competence; procedures were carried out wellNegatives
There are a lot of disadvantages 1. No one warned that the resort is located high up and it takes a few days to get used to it 2. there was no electric kettle and dishes in the room After a chance meeting with the maid, she brought it Subsequently, at the reception, when asked why there was no set that I saw on the video of the sanatoriums website, the employee Natalie / Russian / answered that I should call the company and find out and she doesn’t know such a Czech company 3. the food is all fried, a lot of oil, no one talks about diet dishes, the manager at the restaurant Martin Nachlar knows Russian but doesn’t want to speak Russian, so he answered He got confused politics with business and my responsibilities Stale bread no pastries no tea in the evening only to order 4 when booking I ordered a hotel-airport transfer earlier I was told that I needed to come the day before departure my wife went and they told her that a taxi costs 150 euros I had reservations and I went to find out the employee said that I should call the sanatorium myself, but I called and received an answer of 5. 5 days before departure I caught a cold during the procedures of a min bath or a mud bag because it was cold for several days and the temperature in these places was the same as outside after the procedures, standing naked, I need to dry myself, get dressed, I had to cancel the procedures and treat pneumonia at home, I continue to be treated. Conclusion: they need euros and not patients who travel from different countries for treatment, they behave arrogantly, defiantly knowing that nothing will happen, the same Natalie said that I can go to the head doctor complain Also at the reception they are trying to create a conflict between the sanatorium and the clients. Please pay attention to thisPositives
We've been on holiday for the fifth time in the Zvezda sanatorium! Everything is fine. We really enjoyed!Answer from Spa Hotel Neapol
Уважемая госпожа Calenic, Спасибо Вам за то,что Вы выбрали наш отель в Марианских Лазнях. Слова благодарности нас очень радуют . Работники отеля будут рады Вас видеть вновь в нашем отеле Звезда. Желаем Вам крепкого здоровья. С уважением Radomira Pavlištová Guest Relation Manager Spa Resort Hvězda
Positives
I am very grateful to all the staff of the hotel where I spent two weeks. The treatment was very good. Dr. Maria Mikova is an excellent doctor who took my problems very seriously and prescribed excellent procedures that helped me with my problems. As for the food, it was exceptionally tasty, everything was fresh and there was a large selection. Once again I express my deep gratitude to everyone who works there.Answer from Spa Hotel Neapol
Уважемая госпожа Брун, Спасибо Вам за то,что Вы выбрали наш отель Звезда в Марианских Лазнях. Слова благодарности нас очень радуют . Работники отеля будут рады Вас видеть вновь в нашем отеле Звезда. Желаем Вам крепкого здоровья. С уважением Radomira Pavlištová Guest Relation Manager Spa Resort Hvězda
Positives
Very good procedures, good organization, no delays, excellent and tasty food.Positives
I've been to Marienbad 12 times, but for the first time at the Hotel Imperial (Napol was booked) and I was pleasantly surprised in all areas. Very nice hotel which is part of the Hotel Svezda. The doctor put a lot of time and effort into it, you can see that she really enjoys her work and her patients. She was very nice and friendly, as were all the staff, especially the therapist Ms. Kalinina, and I received very good massages. Rooms were always kept clean and the food was always fresh, warm and tasty. I would also like to thank sanatoriums for the problem-free booking, booking confirmation and communication. Thank you for the wonderful trip to Prague, we were told a lot. I've been to Prague 4 times, but I've never gotten as much information as I did this time. I recommend everyone to get to know the hotel and enjoy a nice stay, especially that you can use the wellness and spa of 4 hotels for free. Thank you, and I hope I have the opportunity to come again.Negatives
When booking by telephone, more advice on all points and contents of the trip is desired. In Prague, people ran way too fast, it was very tiring for many people (let alone having sore muscles for a few days afterwards). It's mostly older and sick people who have no choice but to run and then suffer. It should perhaps be mentioned that there is a lot of walking and fast walking. Otherwise there is nothing negative.Answer from Spa Hotel Neapol
Sehr geehrte Frau Schefer , 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
Most of the staff are very friendly and helpful.Negatives
The service provided by the sanatorium organizer sometimes leaves a lot to be desired. To date I have not received any confirmation that the bill has been paid, which caused anxiety and stress when checking out.Answer from Spa Hotel Neapol
Sehr geehrter Herr König, wir bedanken uns, dass Sie sich für Ihren Aufenthalt in Marienbad unser Hotel der Gesellschaft Ensana Health Spa Hotels ausgewählt haben. Ihr Lob und die Tatsache, dass wir Ihre Erwartungen erfüllt haben, freuen uns sehr. 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
I really liked it. The staff is very polite. Everything is just wonderful. Thank you for your hospitality. I have been to other sanatoriums, this one is the best.Answer from Spa Hotel Neapol
Уважаемая госпожа Черепанова, Спасибо Вам за то,что Вы выбрали наш отель в Марианских Лазнях,группы Ensana. 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
Excellent hotel, very friendly staff, excellent treatment and varied delicious food. We recovered well and had a rest. Thank youNegatives
NoAnswer from Spa Hotel Neapol
Уважаемый господин Kazac, Спасибо Вам за то,что Вы выбрали наш отель в Марианских Лазнях. Слова благодарности нас очень радуют. Мы очень ценим, что вы остались довльным. Работники отеля будут рады Вас видеть вновь в нашем комплексе Звезда. Желаем Вам крепкого здоровья. С уважением Radomíra Pavlištová Guest Relation Manager Ensana Health Spa Hotel Hvězda
Positives
-Transfer from the airport to the hotel and back was on time and without problems. -The food was good and varied, it has changed for the better. -There were enough procedures, especially the approach to gas injections has changed - a very attentive nurse, my wife and I are very grateful to her.Answer from Spa Hotel Neapol
Уважемы господин Chechelev, Спасибо Вам за то,что Вы выбрали наш отель в Марианских Лазнях. Слова благодарности нас очень радуют . Работники отеля будут рады Вас видеть вновь в нашем отеле Звезда. Желаем Вам крепкого здоровья. С уважением Radomira Pavlištová Guest Relation Manager Spa Resort Hvězda
Positives
The rating is for Imperial because we were accommodated there. Everything was perfect.Answer from Spa Hotel Neapol
Sehr geehrte Frau Kunz, 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 Grüsseen Radomíra Pavlištová Guest Relation Manager Ensana Health Spa Hotel Hvězda
Positives
Unique healing natural factors (water, gas, mud). Beautiful architecture, cozy city. National color, gorgeous nature.Negatives
Lack of an individual approach in prescribing procedures (the meeting with the doctor is quite formal, at the first meeting there are no test results yet, and procedures are already prescribed only on the basis of contraindications). Lack of specialized dietary tables for types of diseases. Poor quality of room cleaning.Positives
1. A pleasant surprise upon check-in: we were accommodated in the Zvezda sanatorium, despite the fact that the voucher was issued for Naples. Added positive emotions to the beginning of the holiday. 2.Very convenient location of the hotels in close walking distance from the Colonnade. 3. A very tight schedule of procedures and, most importantly, each procedure complements the previous one. 4. Very good SPA staff, who promptly adjust the time of procedures, and the procedures themselves. 5. A magnificent and beautiful city, although small, but with a very good historical past.Negatives
1. We purchased full board (3 meals a day). Unfortunately, the quality of food, especially at lunchtime, was not at the highest level. The choice of the buffet is very limited, and some of the products, especially in the salad area, were not the freshest, which cannot be said about breakfast and dinner, everything is perfect there. In the future we will only take half board. 2. Regarding SPA, complaints are only regarding the “partial massage” procedure. It lasts 15-20 minutes and there is no possibility of working on individual areas, and the quality of the massage itself is very low, it had to be replaced with “non-contact hydromassage”Positives
Very easy to book online, friendly staff, good food and great hotel location. An interesting excursion to Prague. Thanks to the tour guide Natalya. And special thanks to the driver Alexey, who took us to the airport, for his punctuality and friendliness.Negatives
There was no negativity. We are with you forever.Positives
Accommodation is very good. Food too. Very attentive staff in the restaurant. Especially since we were with a child, there are almost no procedures for children. But there is a salt cave where there is an hour for children. It is clear that 40 minutes. the child cannot sit quietly. But why did adults come at that hour and demand silence? With the treatment, the staff is very kind and pleasant. But during several procedures the attitude was very unpleasant. You will be late by 3. Min. They say everything is busy. And sit and wait. And then you might be late for the next procedure. Overall, everything is fine. Thank you.Positives
I really liked the guide Lena, who led the excursion to Prague. A wonderful cook (woman, unfortunately, we don’t know her name) in the restaurant. All medical staff are very polite and professional.Answer from Spa Hotel Neapol
Уважемый господин Прохоров, Спасибо Вам за то,что Вы выбрали наш отель в Марианских Лазнях. Слова благодарности нас очень радуют . Работники отеля будут рады Вас видеть вновь в нашем отеле Звезда. Radomira Pavlištová Guest Relation Manager Ensana Health Hotel Hvězda
Positives
Excellent infrastructure and polite staff.Negatives
Formal approach of the doctor. Insufficient focus of the sanatorium on treating clients’ diseases.Answer from Spa Hotel Neapol
Уважаемaя госпodin Орлов, Спасибо Вам за то,что Вы предоставили нам информацию о своем пребывании в нашем отеле. Ваши замечания и предложения мы передадим руководству отела .Надеемся что нам удаeтся улучшить сервис отеля так,чтобы он соответствовал стандартам и удовлетворял наших гостей. Жалобы наших гостей мы готовы решать на месте. Работники отеля будут рады вас видеть вновь в нашем отеле Hvězda С уважением Radomíra Pavlištová Guest Relation Manager Ensan Health Hotel Hvězda