WELLNESS HOTEL STEP

We really liked the friendly staff, the wide selection at breakfast, and how clean everything was.

It was a lovely stay for 1 night. We celebrated our anniversarz and they prepesed for us a very beautiful room.

Serious health and safety breaches!! I am writing to make a formal complaint about our stay at the hotel, Wellness hotel Step. which has been seriously affected by a number of failures in the accommodation and facilities across our four rooms. The most recent and particularly serious issue is the loss of the hotel's water supply. The water stopped working at approximately 11am yesterday 18/08/2026 and, when we left the hotel at around 3pm the same day , it had still not been restored. We have subsequently been advised that the water will not be restored until this morning. This has meant that we have been without basic running water for the majority of the afternoon, evening and overnight across all four rooms. We have been unable to shower or properly wash our hands and have been unable to use the bathroom facilities normally. We were given two small bottles of water, but these obviously do not provide a reasonable substitute for a functioning water supply in a hotel room. At one point, a member of our party was told the issue would be resolved within two hours, and as a result went for a run in the expectation that facilities would be restored upon return. This turned out not to be the case, which further added to the disruption and inconvenience. the spa was a major reason we chose this hotel in the first place. We deliberately booked a hotel some distance from central Prague because we specifically wanted to use the wellness/spa facilities. Had we not been booking the spa, we would not have chosen accommodation in this location. We therefore lost one of the principal reasons for choosing the hotel, as well as subsequently losing basic facilities within the accommodation itself. Taken together, these issues have had a very substantial impact on the value and enjoyment of our stay. I would also point out that Czech Civil Code Act No. 89/2012 Coll. specifically addresses hotel accommodation. Under §2326, an accommodation contract includes the accommodation and services connected with it. §2327(1) provides a guest with the right to use the accommodation and the services connected with it, while §2328 requires the accommodation provider to provide the accommodation in a condition suitable for proper use and to ensure the guest's undisturbed enjoyment of the rights associated with the accommodation. I therefore consider the prolonged loss of running water to be a failure to provide the accommodation in a condition suitable for proper use, quite apart from the separate loss of the spa facilities. I would also like to raise the conduct of hotel staff on departure this morning. Members of our party, as well as other guests, found staff to be rude and dismissive when attempting to discuss the issues we had experienced, which further compounded our dissatisfaction. I am asking to close the hotel as soon as possible as a serious health and safety matter and I am asking to help the rest of the hotel visitors as I am concerned about their safety!