Augustine, Luxury Collection, Prague, Czech Republic [Master Thread]
Dec 23, 2015, 9:05 am
#31
Join Date: Feb 2003
Location: MEL
Programs: Bonvoy LT Plat. WOH Glob. SQ Gold
Posts: 1,636
Currently at this hotel for six nights and find it good but not great. The grounds and the hotel itself are quite nice and a lot of thought and care has gone into the design of the hotel. Love the location as well.
I was upgraded to a studio suite which is really just a large room - but quite nice and very tastefully furnished. A few minor gripes the two twins as king are literally just two separate twins pushed together - most hotels at least put a mattress topper on or something to make it less obvious.
Also my room is on the first floor - pretty much eye level with the trams and the noise is very very loud. Being situated on a downward bend also doesn't help with the noise of the brakes. Frustrating as the window sills are very thick and could easily by better soundproofed. Also there is a slight cost cutting vibe in the room - cheap small bottles of water, poor quality (rarely replaced) toiletries, cheap towels, linens etc - nothing that really detracts from the stay but just a little odd. Sort of like buying a $5 million loft and then heading down to Walmart to buy linens.
Used the hotel car for a train station pickup which was great - very good service. 99% of the staff here are really great. Glaring exception was a receptionist who I shall call M. who was rude, abrasive and worst of all wrong. I don't understand how a property can have some of the best staff going around but yet have such terrible staff on the front desk.
It's been three or so years since I've stayed at a US Starwood property, so I've been a bit spoilt, but this is the first property in many years I've stayed where full breakfast is not offered - strictly continental. Obviously this is in compliance with the platinum rules- but adds to the cost cutting vibe this hotel gives off. It may be seasonable but definitely no hot items on the very small buffet - every hot item must be ordered separately and charged separately.
Bar here is great and reasonably priced with a massive selection of cocktails. Restaurant and room service is also very good.
Really petty but this is the only hotel I've stayed at in maybe two years that hasn't sent up a welcome note and/or amenity.
Lot of positives with the hotel and I'd be happy to stay again but I'd be equally happy to try somewhere else, really would depend on the price of the competition.
I was upgraded to a studio suite which is really just a large room - but quite nice and very tastefully furnished. A few minor gripes the two twins as king are literally just two separate twins pushed together - most hotels at least put a mattress topper on or something to make it less obvious.
Also my room is on the first floor - pretty much eye level with the trams and the noise is very very loud. Being situated on a downward bend also doesn't help with the noise of the brakes. Frustrating as the window sills are very thick and could easily by better soundproofed. Also there is a slight cost cutting vibe in the room - cheap small bottles of water, poor quality (rarely replaced) toiletries, cheap towels, linens etc - nothing that really detracts from the stay but just a little odd. Sort of like buying a $5 million loft and then heading down to Walmart to buy linens.
Used the hotel car for a train station pickup which was great - very good service. 99% of the staff here are really great. Glaring exception was a receptionist who I shall call M. who was rude, abrasive and worst of all wrong. I don't understand how a property can have some of the best staff going around but yet have such terrible staff on the front desk.
It's been three or so years since I've stayed at a US Starwood property, so I've been a bit spoilt, but this is the first property in many years I've stayed where full breakfast is not offered - strictly continental. Obviously this is in compliance with the platinum rules- but adds to the cost cutting vibe this hotel gives off. It may be seasonable but definitely no hot items on the very small buffet - every hot item must be ordered separately and charged separately.
Bar here is great and reasonably priced with a massive selection of cocktails. Restaurant and room service is also very good.
Really petty but this is the only hotel I've stayed at in maybe two years that hasn't sent up a welcome note and/or amenity.
Lot of positives with the hotel and I'd be happy to stay again but I'd be equally happy to try somewhere else, really would depend on the price of the competition.
Dec 23, 2015, 5:09 pm
#32
Join Date: Dec 2010
Programs: Club Awesome
Posts: 112
Was there a couple weeks ago as my first stay as platinum this year. They had me as gold even though I booked after I was Plat, they said they would look into it. No upgrade, but had a nice room facing the interior. Front desk was nice for me and Martin the concierge was excellent. We had a personalized note waiting for us in the room and on my wife's b-day, they provided us a chocolate cake and bottle of champagne. I really liked this hotel, the bathroom as very nice, heated floor was sweet, however, the "king" bed was not comfortable, not because it was joined together, just the bed itself was not comfortable, very hard.
Jan 26, 2016, 5:44 am
#33
Join Date: Dec 2008
Location: South Korea
Posts: 1,168
There are echoes of the front desk staff being unfriendly at this property, not only here on FT but also on the review page of the website + tripadvisor (although I realize there may be overlaps).
This is perhaps the one thing that’s keeping me from booking this place and leaning me towards the Sheraton even though I am curious to try out this new LC property.
Hopefully these messages are being taken into consideration by the management and improvements are being made. Some may argue that the FD agents don’t really matter much, but I personally find them to be very important as they set the scene for the entire stay (first impression) and in many cases have the authority to assign rooms/amenities.
This is perhaps the one thing that’s keeping me from booking this place and leaning me towards the Sheraton even though I am curious to try out this new LC property.
Hopefully these messages are being taken into consideration by the management and improvements are being made. Some may argue that the FD agents don’t really matter much, but I personally find them to be very important as they set the scene for the entire stay (first impression) and in many cases have the authority to assign rooms/amenities.
Jan 26, 2016, 3:11 pm
#34
Join Date: Feb 2003
Location: MEL
Programs: Bonvoy LT Plat. WOH Glob. SQ Gold
Posts: 1,636
99% of the staff here are really great - including some of the front desk. I wouldn't let the small possibility of a five minute interaction with one of the duds sway me to another hotel.
Jun 5, 2016, 8:05 pm
#35
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,739
I am no longer platinum, so called to see what premium awards cost.
Base room (not available dates I need) - 12K
King deluxe - 13.75K (312 sq ft)
King premium deluxe - 14.5K (377 sq ft)
Studio suite - 24K (452 sq ft)
Cheapest prepaid rate was for king deluxe at 306 euros. I'm happy to have points.
Base room (not available dates I need) - 12K
King deluxe - 13.75K (312 sq ft)
King premium deluxe - 14.5K (377 sq ft)
Studio suite - 24K (452 sq ft)
Cheapest prepaid rate was for king deluxe at 306 euros. I'm happy to have points.
Jun 26, 2016, 4:06 am
#36
Join Date: Dec 2008
Location: South Korea
Posts: 1,168
The Augustine
Just returned from a five night stay at this property. Some thoughts in no particular order:
1. Didn’t get upgraded to a suite as the hotel was full. And it did seem/feel full.
2. No sign of the aforementioned terseness or unfriendliness from the front desk staff. All are helpful and smiling, including the bellhops who help with bags and hand you umbrellas etc. You also get a bubbly as a welcome drink while you check in.
3. Concierge very helpful and friendly BUT NOT as effective.
Example: their business center was under renovation so there were no computers for me to use anywhere in the hotel (surprising that they didn’t have a contingency plan for this) – the concierge advised that he would check immediately with the FO manager and see if he can lend me one of their laptops instead.. and if not, as an option B, I could use one of the computers at the front desk. I say OK. Then, two days go by with no updates. I stop by the concierge desk on the third day to check what the latest status was – only then a laptop was delivered to my room.
I had to print a ticket from the same laptop for which the concierge advised that I could just save the PDF of the ticket onto the desktop of the lent laptop and he would print it and send it up to my room. I do as I am told. Again, no news of the printout for a day. Next day I check back at the concierge desk to see how the printing was going to which they said “well actually can you just send the ticket again to our email address? We have trouble opening the file”. The next minute I send the email and the ticket is in my hands.
Helpful? Yes. Effective? I didn’t think so. Overall though, a good team you can count on (especially if you don’t mind reminding them of things a couple times).
4. Hotel very charming and has so much character. Be sure to book a tour of the hotel grounds which happens twice a week (I think) where you can potentially get access to inaccessible areas (the monetary cloisters) where the monks still live and work.
5. Despite how it seems from their website, the in-house St. Thomas Brewery bar (the really cool place underground) is closed unless there are special events/you book it privately. We were lucky to have experienced it as they opened it for one day during the EURO soccer game between Czech Republic vs Turkey (which they lost…). On regular days, the Refectory bar next to their restaurant is your only option for booze. They do, however, bring your beverages to the charming garden outside if you wish, if you get tired of the same interiors.
6. Speaking of the refectory bar, be sure to try their Refectory cocktail degustation menu where they give you four different cocktails all named after the four angels that symbolize the St. Augustine church, a glass of St. Thomas Beer and a glass of their holy water. Be warned though, the cocktails have quite a kick…
7. Be sure to try the St. Thomas beer. It is so good that we had it every day (sometimes twice a day). You can only buy this beer from this hotel.
8. Rooms are not big but are, again, charming as the building is very old. For those who have been, it reminded me a bit of the Goldener Hirsch in Salzburg/Convento do Espinheiro in Evora (edited to add: while both on former monestary grounds, The Augustine differs from the Convento do Espinheiro in that it is part of a working monestary whereas the Convento is no longer one and the entire complex is the hotel). The bathrooms were superb at the Augustine btw. Heated floors and awesome showers.
9. There is a SPA next to the St. Thomas Brewery bar which is open to in-house guests and is great. Treatments are reasonably priced with their signature treatment being one done with their St. Thomas Beer.
10. The location is very good for tourists. We walked everywhere and not once needed a taxi (except when we were leaving).
11. There is complimentary shoe-shining service.
12. The plat breakfast is a continental one but you still get four hot items – bacon, scrambled eggs, grilled tomatoes and sautéed mushrooms. (must be an improvement from previous post)
13. Their sole restaurant has amazing service whereas the food was good not spectacular. But we found this about the food to be the case in general in Prague. It is no Paris or Rome.. and so by that standard, the food is pretty good I suppose. Just don’t expect amazing dining experiences in Prague, in or outside of the hotel (and correct me if I am wrong here! YMMV). The restaurant is, however, very fairly priced. We had the degustation menu (four courses) for two people and it cost us 90 euros.
14. We found the house-keeping sub-par and raised it to management. For too many days our fallen hair was not vacuumed up. It is my guess that they do not vacuum floors on a daily basis.
15. Beds are super comfortable and the turn-down service was done immaculately (except for the hair of course).
Overall impression: A very good hotel that I would return in a heartbeat. Five nights six days can be a long time for one to pick up on cracks in service levels but this hotel held it up high throughout. Especially with its current category at 5, it is a very good deal. And Prague is, as always, just the awesomest city.
I will post link to Mrs. Jaejaez’s blog once the photos are up. Safe travels.
1. Didn’t get upgraded to a suite as the hotel was full. And it did seem/feel full.
2. No sign of the aforementioned terseness or unfriendliness from the front desk staff. All are helpful and smiling, including the bellhops who help with bags and hand you umbrellas etc. You also get a bubbly as a welcome drink while you check in.
3. Concierge very helpful and friendly BUT NOT as effective.
Example: their business center was under renovation so there were no computers for me to use anywhere in the hotel (surprising that they didn’t have a contingency plan for this) – the concierge advised that he would check immediately with the FO manager and see if he can lend me one of their laptops instead.. and if not, as an option B, I could use one of the computers at the front desk. I say OK. Then, two days go by with no updates. I stop by the concierge desk on the third day to check what the latest status was – only then a laptop was delivered to my room.
I had to print a ticket from the same laptop for which the concierge advised that I could just save the PDF of the ticket onto the desktop of the lent laptop and he would print it and send it up to my room. I do as I am told. Again, no news of the printout for a day. Next day I check back at the concierge desk to see how the printing was going to which they said “well actually can you just send the ticket again to our email address? We have trouble opening the file”. The next minute I send the email and the ticket is in my hands.
Helpful? Yes. Effective? I didn’t think so. Overall though, a good team you can count on (especially if you don’t mind reminding them of things a couple times).
4. Hotel very charming and has so much character. Be sure to book a tour of the hotel grounds which happens twice a week (I think) where you can potentially get access to inaccessible areas (the monetary cloisters) where the monks still live and work.
5. Despite how it seems from their website, the in-house St. Thomas Brewery bar (the really cool place underground) is closed unless there are special events/you book it privately. We were lucky to have experienced it as they opened it for one day during the EURO soccer game between Czech Republic vs Turkey (which they lost…). On regular days, the Refectory bar next to their restaurant is your only option for booze. They do, however, bring your beverages to the charming garden outside if you wish, if you get tired of the same interiors.
6. Speaking of the refectory bar, be sure to try their Refectory cocktail degustation menu where they give you four different cocktails all named after the four angels that symbolize the St. Augustine church, a glass of St. Thomas Beer and a glass of their holy water. Be warned though, the cocktails have quite a kick…
7. Be sure to try the St. Thomas beer. It is so good that we had it every day (sometimes twice a day). You can only buy this beer from this hotel.
8. Rooms are not big but are, again, charming as the building is very old. For those who have been, it reminded me a bit of the Goldener Hirsch in Salzburg/Convento do Espinheiro in Evora (edited to add: while both on former monestary grounds, The Augustine differs from the Convento do Espinheiro in that it is part of a working monestary whereas the Convento is no longer one and the entire complex is the hotel). The bathrooms were superb at the Augustine btw. Heated floors and awesome showers.
9. There is a SPA next to the St. Thomas Brewery bar which is open to in-house guests and is great. Treatments are reasonably priced with their signature treatment being one done with their St. Thomas Beer.
10. The location is very good for tourists. We walked everywhere and not once needed a taxi (except when we were leaving).
11. There is complimentary shoe-shining service.
12. The plat breakfast is a continental one but you still get four hot items – bacon, scrambled eggs, grilled tomatoes and sautéed mushrooms. (must be an improvement from previous post)
13. Their sole restaurant has amazing service whereas the food was good not spectacular. But we found this about the food to be the case in general in Prague. It is no Paris or Rome.. and so by that standard, the food is pretty good I suppose. Just don’t expect amazing dining experiences in Prague, in or outside of the hotel (and correct me if I am wrong here! YMMV). The restaurant is, however, very fairly priced. We had the degustation menu (four courses) for two people and it cost us 90 euros.
14. We found the house-keeping sub-par and raised it to management. For too many days our fallen hair was not vacuumed up. It is my guess that they do not vacuum floors on a daily basis.
15. Beds are super comfortable and the turn-down service was done immaculately (except for the hair of course).
Overall impression: A very good hotel that I would return in a heartbeat. Five nights six days can be a long time for one to pick up on cracks in service levels but this hotel held it up high throughout. Especially with its current category at 5, it is a very good deal. And Prague is, as always, just the awesomest city.
I will post link to Mrs. Jaejaez’s blog once the photos are up. Safe travels.
Last edited by jaejaez; Jun 26, 2016 at 12:07 pm
Jul 4, 2016, 3:48 pm
#38
Join Date: Dec 2006
Location: Florida
Programs: marriott platinum, intercontinental diamond
Posts: 210
Lurkers can you help
Checked into the Augustine today and received a platinum DOWNGRADE. Room is a standard room on the first floor facing the street. Besides having to keep the curtains closed so walkers can't see in, we have the pleasure of hearing a tram rumble by every 4 or 5 minutes.
Called the front desk and was told that the only other room available is on the third floor also facing the street. Hardly worth packing up. Asked about a switch to a good room tomorrow and was told that may not be possible as hotel is at 90%+ occupancy. After pushing a little, the desk clerk passed the buck by telling me to check with the front desk tomorrow morning.
Called the front desk and was told that the only other room available is on the third floor also facing the street. Hardly worth packing up. Asked about a switch to a good room tomorrow and was told that may not be possible as hotel is at 90%+ occupancy. After pushing a little, the desk clerk passed the buck by telling me to check with the front desk tomorrow morning.
Jul 4, 2016, 4:09 pm
#39
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,739
Jul 5, 2016, 1:29 am
#40
Join Date: Jun 2011
Posts: 794
I was there recently. I'm still not sure what to make of this hotel. On one hand, the location is great, the actual hotel has a lot of characters. I believe they put me in a studio suite on the 3rd floor. Yes, you can hear the tram rumbling through constantly. While laying down, the bed was vibrating whenever the tram was passing by.
The food is really uninspiring. I can't with the breakfast here and would skip it all together even for free. For anyone who comes to this area, go to Cestr. Uber from this hotel to this restaurant is only 100 czk.
The towels and amenities are so cheap. This hotel reminds me of AC Palacio de Santa Paula more so than the Goldener Hirsch. GH's both restaurants were good and they did not skim on amenities. Their soap were my favorite for a long time.
The cold service is like that anywhere in Prague. Not just here in this hotel.
The food is really uninspiring. I can't with the breakfast here and would skip it all together even for free. For anyone who comes to this area, go to Cestr. Uber from this hotel to this restaurant is only 100 czk.
The towels and amenities are so cheap. This hotel reminds me of AC Palacio de Santa Paula more so than the Goldener Hirsch. GH's both restaurants were good and they did not skim on amenities. Their soap were my favorite for a long time.
The cold service is like that anywhere in Prague. Not just here in this hotel.
Jul 5, 2016, 3:13 am
#41
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
Checked into the Augustine today and received a platinum DOWNGRADE. Room is a standard room on the first floor facing the street. Besides having to keep the curtains closed so walkers can't see in, we have the pleasure of hearing a tram rumble by every 4 or 5 minutes.
Called the front desk and was told that the only other room available is on the third floor also facing the street. Hardly worth packing up. Asked about a switch to a good room tomorrow and was told that may not be possible as hotel is at 90%+ occupancy. After pushing a little, the desk clerk passed the buck by telling me to check with the front desk tomorrow morning.
Called the front desk and was told that the only other room available is on the third floor also facing the street. Hardly worth packing up. Asked about a switch to a good room tomorrow and was told that may not be possible as hotel is at 90%+ occupancy. After pushing a little, the desk clerk passed the buck by telling me to check with the front desk tomorrow morning.
Could you please provide your reservation details to us via private mail or by email below so that we can check and assist you?
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Jul 5, 2016, 7:05 am
#42
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,476
Checked into the Augustine today and received a platinum DOWNGRADE. Room is a standard room on the first floor facing the street. Besides having to keep the curtains closed so walkers can't see in, we have the pleasure of hearing a tram rumble by every 4 or 5 minutes.
Called the front desk and was told that the only other room available is on the third floor also facing the street. Hardly worth packing up. Asked about a switch to a good room tomorrow and was told that may not be possible as hotel is at 90%+ occupancy. After pushing a little, the desk clerk passed the buck by telling me to check with the front desk tomorrow morning.
Called the front desk and was told that the only other room available is on the third floor also facing the street. Hardly worth packing up. Asked about a switch to a good room tomorrow and was told that may not be possible as hotel is at 90%+ occupancy. After pushing a little, the desk clerk passed the buck by telling me to check with the front desk tomorrow morning.
What room category did you book? Have you checked if there were better rooms available that night? I had a nice stay there. Upgraded to classic suite at check in and offered 4PM check out. Room wasn't exceptionally large but had interesting layout due to monastery conversion. I enjoyed it.^
Location is great as you are only a few minutes walk from Charles Bridge yet hidden away from tourist crowd. Some taxi/uber drivers may have trouble finding it though.
Jul 5, 2016, 9:25 am
#43
Join Date: Dec 2006
Location: Florida
Programs: marriott platinum, intercontinental diamond
Posts: 210
Problem has been resolved for the second and third nights of our stay. We were reassigned to a junior suite on the top floor. It looks out on the tram. You can hear it; however it is not too loud.
I agree with the post that the Augustine is a lovely hotel and is well located. However, a noisy room and restless night do not make for a good stay.
My suggestion to anyone booking at this hotel is to specify a courtyard view room.
I agree with the post that the Augustine is a lovely hotel and is well located. However, a noisy room and restless night do not make for a good stay.
My suggestion to anyone booking at this hotel is to specify a courtyard view room.
Jul 5, 2016, 11:32 am
#44
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,739
How close to the hotel does the Hop On Hop Off Sightseeing Bus pick up?
What restaurants can folks recommend close to the hotel?
How far is the train station?
I've seen suggestions of using Uber. I have the ap on my phone but have almost never used it. How challenging will it be to find our car on arrival at the train station?
What restaurants can folks recommend close to the hotel?
How far is the train station?
I've seen suggestions of using Uber. I have the ap on my phone but have almost never used it. How challenging will it be to find our car on arrival at the train station?
Jul 5, 2016, 1:14 pm
#45
Join Date: Dec 2006
Location: Florida
Programs: marriott platinum, intercontinental diamond
Posts: 210
How close to the hotel does the Hop On Hop Off Sightseeing Bus pick up?
What restaurants can folks recommend close to the hotel?
How far is the train station?
I've seen suggestions of using Uber. I have the ap on my phone but have almost never used it. How challenging will it be to find our car on arrival at the train station?
What restaurants can folks recommend close to the hotel?
How far is the train station?
I've seen suggestions of using Uber. I have the ap on my phone but have almost never used it. How challenging will it be to find our car on arrival at the train station?
Don't know about the bus, since we are using a private guide. I do recall seeing the bus when we were walking today. The hotel is close to several of the main tourist attractions. So I assume a stop is nearby.
As far as restaurants, we've been to two and would not recommend either.
I tried to access uber at the airport. Either it doesn't have a presence in Prague or I was doing something wrong and using the airport's wifi I couldn't access uber. I did take a cab and the fare was reasonable. Just make certain the driver uses the meter rather than quoting a flat rate.