"Booked 4 nights via AMEX FH&R programme. No upgrade at check in which I know isn’t guaranteed but the room allocated was fairly pokey and had a smell of damp in bathroom and a rain shower that didnt work properly. Amex tried in vain to contact them but their lines were down and front desk totally unhelpful and rude during the whole stay. Ms Bilkova the front desk manager failed to understand that I was not necessarily demanding an upgrade - just a functional room. In her response there was even an insinuation that the shower head was non functioning due to "manual handling". Hmm - do they really want to go there? They advised that the hotel was fully booked and no other rooms were available however there were many rooms available through their own website to book so they basically didn't want to do anything and avoided acknowledging that. They had an opportunity to redeem themselves throughout my stay but did nothing. I’m surprised Amex has this property on their list. At breakfast they had me down as one guest rather than two and made a scene in-front of other guests - mid breakfast - that the booking was for one person not two despite the confirmation having both of us down. Again Ms Bilkova is incorrect assuming that the reservation was for one person. The Amex booking was always for 2 people. I cannot do their admin for them. The complaint to reception staff went in one ear and other the other. It is no doubt the way they have been managed and trained that lets their whole offering down. The elevator system had broken down so guests had to climb up and down staircases till it got fixed. The steam room was out of function. The later check out that i was told i could get when I checked in was non-existent when I asked on the day of check out. Breakfast was fine despite limited choices compared to other "FH&R" or LHW properties. I would advise you to avoid this one. Colleagues that booked at 4 seasons and mandarin O via Amex nearby gave them and its staff glowing praises and we in fact went to visit them there and had very good meals and drinks. The best part of the stay was the friendly and helpful doormen. No need for the management team to respond to this. You know where you failed."

"Wonderful stay at The Grand Mark through AMEX. Location is perfect - 10 minute walk to Old Town, shopping area and 15 min walk to the water for our boat tour. Close to metro lines. Wonderful service from the bellman to our breakfast host. We stayed 4 nights and enjoyed our time. Room was boxy and clean and everything made easy for our stay."

"We had a very pleasant stay at The Grand Mark Prague. The hotel is well located, comfortable, and well maintained. A special mention to Bilal at the door, who was always polite, professional, and helpful throughout our stay. His presence made a positive difference. Overall, a very good experience and a place we would recommend."