Name: Velveta
Address: 110 Labská, Krkonose National Park, Krkonose National Park, Krkonose National Park, 54351, Czech Republic
Rating: 7

Smoke-free property

Heating

All Spaces Non-Smoking (public and private)

General

Non-smoking rooms

Family room

Shower

Rooms

Safe-deposit box

Services and amenities

Restaurant

Meals

Free Wi-Fi

Internet

Transfer services

Transfer

Mini golf

Hiking

Picnic area

Recreation

Free Parking on Premises

Parking

Spa tub

Pool and beach

Fax and copy machine

Business

Massage

Beauty and wellness

Family/Kid Friendly

Kids

Ski storage

Skiing

Winter sports

Pets allowed

Pets

Location

At the hotel

Room amenities

Velveta

Krkonose National Park

Summary:
No Room on arrival (Hotel fully booked).
No water for 95% of our stay. (4 nights). Hotel denies this.
No water obviously having many knock on effects (No clean towels, food availability, no toilet etc)
Customer care was none existent (Apparently we expected too much as we wasn’t in Prague). 
Hotel does not want to accept any liability / no refund offered initially.
Management have no customer care skills and are aggressive / don’t care.   
After various emails they only offered to reduce a 1088 Euro Bill by only 188 Euro. 

Arrived at 11pm after phoning the Hotel to let them know that we will be late. The Hotel said that’s fine and the keys are ready on reception.
We booked one double and one quadruple room. The hotel only had the double room. i.e myself , wife and two children was told that we didn’t have a room this was at 11 o’clock at night after travelling all day.  The Hotel was apparently fully booked. 
 The only staff there was a guy that works in the bar called Tomas. To be honest I believe Tomas had been left out to hang out by his management. (Tomas was great but the management was awful / shocking). 
Tomas said his chief (Manager) was going to come down to speak to us but never turned up. 
We obviously told Tomas that it is the hotels responsibility to sort this out as we had confirmation from Booking.com that the rooms were available. The hotel actually blamed Booking.com for not booking the room. Booking.com have evidence that both rooms were confirmed by the hotel (Why would they only book one room, complete nonsense). 
After about one hour approx of stress, Tomas said they have found a room. We do not know for sure but we believe some people was asked to leave the room. One of these people whispered to my wife “Do not let them kick you out” making us think in hindsight that there was more to this story.
We were just thankful that we had somewhere to sleep for the night as we were all shattered. Also travelling with a 5 year old. 
The following morning the water wasn’t working in either of our rooms (the toilet did initially work one of the rooms).
We had a full schedule for the whole duration of our stay and set off for skiing / booked lessons etc fully expecting the water issue to be resolve on our return. It was not. Apparently an Engineer had fixed the problem but obviously not very well. 
During our stay my wife (Czech nationality) had various conversations with the manger which ended up in arguments. Basically we understand that things can go wrong but do expect a Business to have a plan when it does. The plan should include resources to fix the problem in a timely manner and in this case should include a plan to take care of the guests / provide information / provide options.
My wife was constantly told “I don’t know”. At one point the reception manager shouted to another member of staff (possibly owner or management) and said “please talk to this woman as she just doesn’t understand what I am telling her”. Basically she wouldn’t provide any update or information regarding when the issue will be fixed.  The man turn to my wife and said “What do you expect, this isn’t Prague”. What we expected is information regarding a plan to resolve the issue. i.e. is there an engineer coming, if so when, is he likely to be able to resolve the issue etc. 
There was other conversations where we were told someone is coming to fix the issue however the problem was never resolved. 
The water did work on the morning that we checked out. 
On check out there was a different lady on reception who actually had manners. She asked me if we needed to pay and I replied that I had paid via Booking.com. The lady said she would check and made a phone call. After the phone call the lady said everything is ok and we could leave. I have subsequently been accused by the Hotel of refusing to pay (absolutely shocking). I have subsequently requested a significant reduction in the Bill but the Hotel continues to less than truthful.
Do not consider this Hotel.  I / we do appreciate things can go wrong, however what has really ruined this stay is the way the hotel has dealt with the issue and continues to bend the truth.

Shocking Experience

It is a simple hotel where you can relax very well. We felt very comfortable. The service was friendly, flexible and non-intrusive. The kitchen provided us well. Only the coffee for breakfast was not good. We will be back.

Skiing weekend

The hotel location is a bit isolated and a bit slippery during winter time, be prepared for some ice. 
The view of the mountain is amazing and is roughly 8 km from the city center of Spindlerowy Mlyn. 
The rooms we got were with a view on the parking, very spacious, warm and well cleaned. In need of some newer furniture overall, but it is well kept.
The hotel seems to be a family business, so the atmosphere is very nice and homey. You can see the owner playing with his little niece, Anicka, every night :)
The food in the restaurant is just amazing! Honestly, hard to compare to anything you can find in the city. Traditional Czech food, beer and very good white wine. Prices are lower than the city center prices, but the portion size and the quality of the food is above and beyond. Service is also very nice, homey and friendly. 
Breakfast was ok, nothing special, but a big choice, which is good, even for the pickiest eater.
Perfect hotel for families with children and couples alike. 

Great hotel in need of refurbishment & modernization 

Hotel ageing, refreshing, carpets, paintings, corner banquets restaurant, bed to change, hotel at its rate Breakfast not bad choice, buffet set Nice staff

Hotel for mass tourism

Very nice staff, all child-friendly and attentive. Good food. The children had plenty of toys in the play area. The mini zoo enthralls the whole family. The relaxation in the pool was very pleasant.

Short family vacation with dog

The rooms are great and very large, the daily cleaning is poor. Service very bad - money could only be exchanged if the ladies at the reception were in a good mood, there were too few Czech crowns there!!!! drinks and food according to the map were partly gone and no effort was made to change this...totally no matter what. Breakfast buffet was very clear - the last few years were much better. Now it's probably fashionable to save.

New Year in the Czech Republic

Plus of the hotel were size of the apartments, helpful personnel and nice spa were you can relax in many ways. Minuses were overall old fashion style of interior and rooms even if it look quite new you have a feeling that they miss the cleaning. The bathroom is pretty small compare to the size of the room. Biggest disappointment was the food. Breakfast is under the standard and other meal are nothing special, but if you do like we did after 3-4 shots of quite good pear spirit you will not care.

Former glory

This hotel is listed in the promotions of the Bohemia Hotel voucher chain that offer a 20%.We indicated that the hotel was full, but they had some apartments that did have a square, we said that yes, thinking that it was not a hotel room but that it would be a comfortable apartment.To be honest, I would say that this hotel has a small SPA, that we used it for one hour only for ourselves, very correct and pleasant as well as the attention received by the hotel staff, in this correct aspect.But I want to express my deepest discontent with the apartment, because it was little more than a small condo with rooms, smell like humidity, little ventilated although it had a bathroom, but it does not seem to be available since the ski season.In the end, it uses a few more money, and the attention received by the hotel staff, in this correct aspect.

Apartments hotel Velveta no

We were there on January 20, 2010. One night cost more than in Ostereich (Alps)!!! For this we have a cold lunch and a very sparing breakfast. Spa actually exists but only if a man can register on the list, otherwise there are no seats!! So: you pay for the hotel with a spa, but a man can't use it!

Money for free

The location is great - right off the main road that leads to all major ski resorts in the area.  The newly added spa is wonderful, I just wish the style, fixtures and overall quality of the spa was echoed in the rooms.  The bar and dining area is nicely done, but the rooms seem like they were consciously not included in the update the hotel saw.  Dumpy beds with uncomfortable pillows and shoddy sheets, a stinky bathroom and no small touches to make the rooms special.  Completely bare walls - sort of an odd choice.  Staff was very helpful, and the spa made up for our feelings about the room.

Velveta

Main amenities of the hotel

Available rooms

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Description of the hotel

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