Dvorak Spa & Wellness hotel Karlovy Vary by Axxos Hotels

We made a non-refundable reservation in Hotel Dvorak before the pandemic and paid for it online as well. It was quite understandable that our reservation for March 2020 got cancelled as all the hotels in Czech Republic had to close. The hotel reached out to us and proposed different dates which we agreed on (June) as we didn't want to cause them troubles, being aware of terrible situation many hospitality businesses got into. However, in June, they reached out to us again saying the Dvorak Hotel is still closed (pandemic restrictions were over at that time) and offered relocation to Golf resort Cihelny which is roughly 15km from Karlovy Vary city center somewhere in the woods. We politely declined this offer and asked for a refund. Afterwards one really bad experience started, only response we got was that our stay is non-refundable (but we made a reservation for completely different hotel!) and the best they can do is to offer us different date again, which was not acceptable, we needed to be in Karlovy Vary at particular date. They kept on repeating no refund is possible, not answering our calls, so I ultimately went to my bank and filled in a refund claim which got accepted and I finally got my money back from VISA by the end of August 2020. Never ever am I going to visit this hotel again. I realize the pandemic most likely hurt them a lot, that's why we agreed on a date change in a first place, but such manners are unacceptable, it is like they don't realize there is only one reputation you have, it is too late once it is destroyed.

Hotel, breakfast, wellness everything was nice except the hotel staff. I have forgotten some clothes in the room and as I realised it I was already at home. Straight away i have called the hotel reception and begging them to check the room. The answer was, some chamberlain will check it the following day and I will get the phone call. Nobody contacted me and nobody was answering the phone another few days. After finally reaching somebody over the phone the answer was, we didn't find anything in the room, which I cannot believe. My advise is, please check the room properly before you leave because you might not get your belongings back...

Splendid hotel with poor breakfast but marvellous dinner. The spa section is on a good average level. All in all I can suggest the friendly service.

Service in hotel is very poor. Receptionists not friendly. Spa service is terrible. You have to wait 2-3 hours to wait on line. Can’t provide the orders by phone. They live to keep you physically on waiting line to order some spa service.Cleaning service is funny. They change the bed stuff once in four days. Working in cleaning service most of Ukrainian immigrants with big mouse. Rooms need renevation. Deluxe room with very small balcony. To get any service you have to call managers. That’s only way you can get any service. Will never stay again and this hotel. Good thinks:good breakfast and night bar with live music on the first floor

Very nice hotel with spa facilities & promotion till end of the year. Staff managing all you need to have a great weekend experience. And on the top of that a amazing Karlovarsky orchestra performance you definitely want to attend to.