Name: Spa Carolline
Address: Karolíny Svetlé 20, Prague, Prague, Prague, 110 00, Czech Republic
Rating: 9

Air conditioning

Smoke-free property

General

Non-smoking rooms

Family room

Rooms

Luggage storage

Services and amenities

Free Wi-Fi

Internet

Airport transportation

Transfer

German

Russian

English

Languages Spoken

Sun Deck

Recreation

Spa tub

Pool and beach

Massage

Beauty and wellness

Family/Kid Friendly

Kids

Pets allowed

Pets

Location

At the apartament hotel

Staroměstská

Národní třída

Můstek

Stare Mesto

CP Antics

Rotunda of the Holy Cross

Theatre on the Balustrade

Bedrich Smetana Museum

StB Holding Cells

Clementinum

Statue of Sigmund Freud hanging by one hand

National Theatre

Convent of St Ursula

Charles Bridge

Clam-Gallas Palace

Vaclav Havel Library

Old Town Square

Dancing House

Wenceslas Square

St. Vitus Cathedral

Prague Castle

Masaryk Railway Station

Central Railway Station

Vysehrad

Zizkov Television Tower

Prague Zoo

Vaclav Havel Airport Prague

Spa Carolline

Prague

child-bed

child-bed-fee

external-private-bathroom

private-bathroom

shared-bathroom

10-beds

11-beds

12-beds

13-beds

14-beds

15-beds

16-beds

17-beds

18-beds

19-beds

2-beds

20-beds

21-beds

22-beds

23-beds

24-beds

25-beds

26-beds

27-beds

28-beds

29-beds

3-beds

30-beds

31-beds

32-beds

33-beds

34-beds

35-beds

36-beds

37-beds

38-beds

39-beds

4-beds

40-beds

5-beds

6-beds

7-beds

8-beds

9-beds

king-bed

queen-bed

limited-time

lounge

treatment

no-window

bay-view

bosphorus-view

canal-view

city-view

courtyard-view

garden-view

golf-view

harbour-view

inland-view

lake-view

land-view

mountain-view

ocean-front

ocean-view

oceanside

panoramic-view

park-view

partial-ocean-view

partial-sea-view

partial-view

pool-view

river-view

sea-front

sea-view

street-view

sunrise-view

sunset-view

water-view

with-view

annex

basement

main-building

1-bedroom

2-bedrooms

3-bedrooms

4-bedrooms

5-bedrooms

6-bedrooms

not-guaranteed

wired-internet-access

smoking

sauna

duplex

safe

mini-bar

breakfast-for-1

breakfast-for-2

pets-allowed

wi-fi

kitchen

Excellent location just minutes away from Charles Bridge.  Apartment quite cosy, clean and spacious.  Helena the owner was very helpful as were all her staff.  Beer Spa also is quite a unique experience.  

Very Helpful staff and excellent loction

BE CAREFUL!!! Mean owner with a problematic property!!!

We booked spa hotel Caroline based on its high score and positive reviews. However, it was the worst thing happened to us in Prague since we had an extremely unpleasant check-out. The xx fell out on the last night of our stay, and since we rushed to our tours the next morning we did not notify the receptionist. When we came back in the afternoon we could not found our stored luggage. The manager and her staff required a cash payment of 50 euro. Helena was inpatient and rude when we tried to explain what happened and handed up the call. It was very clear that we would NOT be able to have our suitcase unless we pay. This was a horrible experience and really destroyed our positive impression with the owner and the hotel. 

There are other points to consider when booking this place. There was no consistent staff in the reception and some speak limited English. The location is very central and this is the only bonus of this property. There was loud and disturbing noise after 3am in the morning and the windows were not soundproof. We stayed in Apartment 2 located on the second floor. It was advertised as a spacious apartment with 2 bedrooms, this was a LIE – there was only one bedroom and the second bed was in the living room/kitchen. We did not have one single night of good sleep because we heard every door step very clearly from the apartment above – it almost felt like the celling was shaking. Other unexpected things happened, including requiring cash payment of hotel fee in the first instance when booking.com clearly shown card payment was accepted. 

There are also positive sides of our stay – we received a nice welcome from Helena upon arrival, the separate toilet and bathroom offered flexibility for group stay and the receptionist helped us to print boarding pass. The location was central and we appreciated this. 

In conclusion, Spa Hotel Caroline is not a top choice for staying in Prague.

Never Book this Place!!!

After we complained to the staff that the apartment was not as advertised (Apartment 3 - top floor) we were greeted with rudeness, no support and hatred. This is the worst experience of customer service we have ever had in a ‘hotel’ (if you can call it that - it’s three apartments with a beer spa for external guests in the basement which uses all the hot water - more like an air bnb and an external business). 

We asked for some of our money back and were told that we got what we paid for, that we were unfriendly people, and that they would not attend to the repair issues identified in our complaint email (which we sent as we could find no staff). Worst of all is we asked to move to a vacant apartment downstairs and were refused, even though we think that is actually a cheaper one. 

The major problem when our broken air con machine was eventually fixed (see below) is that the apartment is split level and on the top level is the bedroom. It’s at the very top of this building in the eves. The bedroom doesn’t have air con and the machine downstairs does nothing to cool the bedroom. It was hotter inside than outside. As another guest reviewer said, the only way to sleep was with the fan on and windows open - meaning is was too noisy to sleep, even with earplugs. Even with the window open I couldn’t sleep so I had to sleep on the sofa at night as upstairs was just too hot for me, it was unbearable. The lower apartments didn’t seem to have this problem - it is just the top due to the structure and lay out of the air con machine I think. 

Our further problems can be summarised as follows:

Taxi booked to collect us at the airport and never turned up - they went to the wrong terminal and no one contacted us 

Air con broken first night and second day until fixed after we reported it a second time 

No hot water second day until we complained of water usage by the spa 

Water problems throughout our stay with the shower going cold and then scorching hot and burning you 

Broken shower on arrival which was leaking cold water 

No cleaning services provided at all during our stay 

No clean towels or extra toiletries available 

Towel warmer broken - so our towels just stayed wet 

No staff around to help with enquiries - the place was empty all apart from our first day when someone was there for us to pay! Then we saw no one 

Refusal to provide a double duvet - as a married couple we were expected to have two singles 

Old lumpy pillows - we took the sofa cushions off to sleep instead 

No bed fitted sheet so every night it came off and my husband had to sleep on the bare mattress 

Bathroom light broken 

You cannot sit on the sofa due to the steepness of the wall behind it and have to sit on the edge 

The bedroom is more like a single bedroom as the wall edges are so steep you can only stand upright in one part - see photo 

Staircase upstairs in the apartment so steep you have to go up on hands and knees for safety - see photo 

You have to walk three flights of stairs to reach the apartment - see photo. There is no lift. 

View from the balcony is not as advertised - see photos - what was made available online was just a partial glimpse of what you could maybe call a balcony view. Booking.com has beautiful views of the walking bridge advertised which don’t exist from this establishment. 

The breakfast pics advertised don’t belong to this establishment - you have to go to a nearby hotel which is run independently  

Thin windows are thin and this means you get woken up at 7am by people cleaning the streets / collecting rubbish. The bedroom from this apartment overlooks the street (not all apartments are this way). In this apartment you are kept awake until 2am by party goers as you have to sleep with the windows open.

The establishment first confirmed we could leave our luggage safely after check out and then after we voiced our complaint they changed their minds. We checked out at 9am and didn’t leave for the airport until 7pm. Thankfully a nearby establishment helped us out. This establishment would have seen their paying guests carrying suitcases around the city all day. 

In conclusion, this establishment and their staff have a real problem with you saying anything is wrong, and then they become hostile and rude. I cannot believe they didn’t know of all of the repair issues before we arrived. And when all we did was ask for some help so we could sleep we were threatened with being referred to their lawyers. And we were told any attempt to leave a bad review would be discredited for us being ‘horrible people’ who are ‘unfriendly’ and ‘do not say hello’. So I have written this out in full so people know the truth about apartment 3 and the owners. And then when they reply to this and call me a liar the readers can make up their own minds.

Faulty air con, water problems and unhelpful and hateful staff

Everything was perfect, but in the end I had a problem, not with the owner but with booking. com. I had done a reservation with booking.com at a fixed price for two adults and a child. My reservation was correct. But booking.com had a mistake and the day before we leave , booking.com  ask me to pay 175 euros more. They say the mistake was mine, but it is not true. Don´t trust booking. com, they give you a price you have to pay and afterwards ask you more money.

Good apartment and very nice owner

Very cozy, clean apartment. Perfectly suits a family with two children. Perfect location. Not far from the center, but at the same time quiet and calm. In the apartment the toilet is separated from the bathroom. There is a dishwasher, air conditioning.
Special thanks to the owner of the apartment for her hospitality and readiness, as far as possible, to help with any issue.
Many thanks for a wonderful holiday, everything was great. In his next visit to Prague we will stop only in this place.

Spa Carolline

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