"I have stayed at the Hilton Prague Atrium several times in the past and have generally had good experiences, which is why I continue to choose this property.
Unfortunately, my most recent stay was disappointing. The check-in process took over an hour, even though it was not during the typical peak check-in time of around 3:00 PM. The room initially assigned to me also had a strong cigarette smoke odor, resembling an ashtray from excessive smoking. This issue was addressed promptly and I was given another room, which I appreciated.
Later that evening around 11:00 PM, I attempted to contact the front desk multiple times to request a dental kit, but no one answered the phone. I was eventually able to reach the desk in the morning, though the request was not resolved.
I shared this feedback during check-out. The staff were polite, but the response focused mostly on explanations rather than acknowledging the concerns raised.
Given my positive past stays, I hope this feedback can be used to improve the guest experience going forward."
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