Romantic stay in the Giant Mountains for two

„An experience we never want to repeat. First contact by phone a day in advance to book a private spa. Receptionist was unable to come by computer and make a reservation. Claimed that a reservation was not necessary because they had all the dates available and we were to make a reservation when we arrived at the hotel. When we arrived at the hotel at 3:30pm the next day, they had no available dates until 10pm the next night. Truly unprofessional. We ended up not even using the private spa because we were too tired by this time. As a compensation we were promised a bottle of wine by the receptionist which they should have given us in the restaurant. We did not get anything in the restaurant, they had no information from the reception. The room was supposed to be romantically decorated and with a bottle of sparkling wine ready. These things were not prepared at all, plus we were given a loft room hot from the sun, unventilated. There were very steep little stairs to climb up to the area with the beds and bathroom. The kettle, teas and coffee were ready, but to get water one has to climb up the steep stairs and carry it down again because the pedestal is wired down permanently, you can't take it up. You carry the water up the stairs and try not to spill it lest the stairs become a dangerous slide. Be especially careful with your head because the walls are sloping and many times you will hit them with your head. Not suitable for people with mobility restrictions. The hotel was full, we didn't get another room. The twin bed acted as an extra bed. Very flimsy construction, half disintegrated, home repaired and horribly rickety. Back pain was felt the next day. Three pillows of different sizes were prepared on the bed with text saying that they were for the prevention of back pain. Obviously an effort to improve after the previous complaint. The receptionist had no overview of the services we had booked, it was necessary to have a list ready and to request each thing separately. Very embarrassing situation for the guest. Everything had to be verified by the receptionist separately in the system in a lengthy manner. We did not get the Harrachov card with a discount on attractions in the area included in the price of our stay, nor did we ask for it after all our experiences. There were queues of guests at the reception waiting to check in. Apparently one receptionist is not enough for the hotel. Plus we had to jostle with other guests in the bar while waiting, as they have the reception area connected to the bar. The bartender was not helpful with the front desk. Still lucky that we guests made the hotel's job easier with the online check-in (they recorded our ID details) otherwise I believe we would have formed a queue all the way to the front of the hotel. These are not services I am willing to pay for, and certainly not 10,000kč for two nights half board. I preferred not to even contact the hotel manager after reading previous reviews. I would not have expected an apology and would have found it unnecessary anyway. They should think about themselves. The first use of the bathroom was accompanied by a sewer smell. The drain did not drain sufficiently. Television not working, supposedly a citywide blackout since yesterday. It was working the next day. Dinners were quite tasty, only the restaurant had no info about us from the front desk, so they almost charged us for a bottle of wine that was already paid for in the price of our stay with each dinner. The candlelit dinner we ordered was by one small tea light. The spa consisted of one small hot tub for four people on the terrace, a sauna and an area for massages. Not many people were using it right now, so capacity was probably sufficient. The only thing we were overly satisfied with was the breakfast buffet. Plenty of choice, regular refills and very tasty. The icing on the cake was not being able to check-out because the internet had just gone down. Further, things were charged that were already paid for in the price of the stay in advance. Fortunately this was quickly and efficiently resolved j our satisfaction. Finally, we were given a small treat in the form of a small gingerbread house to take with us on our trip, which was nice.“