Miss Sophie's New Town

Our stay at Miss Sophie’s New Town was quite an unusual and frustrating experience. We were initially assigned Room 13, which was spacious and decorated in a vintage, rustic style that we were happy to accept and appreciate. However, the painted coating on the headboard—an old wooden door frame positioned directly behind our pillows—was badly peeling and chipped. The exposed wood was fragile enough that small pieces could fall onto the bed when touched. When we raised this with the receptionist, she initially understood the issue as us not liking the headboard and said that we could move to Room 11 the following day, but would have to pay the difference in price, despite Room 11 apparently being the same room category. We explained that this was not a matter of personal taste, but a concern about the damaged condition of the headboard. After coming to the room and seeing the loose wood herself, she understood our concern and agreed that we could move without paying extra. Later that evening, we were offered Room 4 and moved there immediately. It was noticeably smaller than Room 13, with no smart TV, no safe and only a clothes rail instead of a wardrobe. I asked whether it was also a Deluxe Double, since that was the room type we had paid for, and was told that it was. Unfortunately, when we used the shower, we noticed that the walls were covered with mould spots. The pattern on the walls made the mould difficult to notice at first, but once we looked closely, it appeared widespread. My husband reported this to a different receptionist, who came to inspect the room and immediately offered either a move to Room 11 or cancellation of our remaining two nights. As booking another suitable hotel at such short notice would have cost considerably more, we chose to move to Room 11. The following morning, the manager appeared to suggest that we were being difficult because we did not like the headboard design or the lack of a smart TV. She said that she could not guarantee that Room 11 would suit our preferences and suggested that we cancel the booking instead. We had to clarify again that our reasons for requesting a move were the physically damaged headboard and the mould in the shower, not the hotel’s design or the lack of certain facilities. While I was explaining this, other guests passed through the reception area, and the manager’s tone became noticeably friendlier. She then confirmed that we could move to Room 11 later that afternoon. When we finally entered Room 11, it was the room that most closely resembled the photos we had seen on the hotel website when making the booking. It still had the vintage-rustic style, but the headboard was not peeling, the room was in better overall condition and the air conditioning worked properly. The air conditioning in Room 13 had also not worked correctly, as the fan louvre was not moving. Unfortunately, even Room 11 had mould in the grout of the shower walls. By that stage, we were exhausted from repeatedly moving rooms and explaining the situation, so we did not have the energy to raise another complaint. On a positive note, the staff working in the breakfast restaurant were friendly and pleasant. The hotel also prepared packed breakfasts for us on our final morning because we had to leave early to catch a flight, which we appreciated. The receptionist who inspected the mould also responded promptly and took our concern seriously. We fully understand and appreciate the hotel’s vintage and rustic design. Our complaints were never about the style. They concerned damaged furnishings, visible mould and inconsistencies between the rooms. The experience could have been much better if these maintenance and cleanliness issues had been recognised clearly from the beginning, rather than being treated as matters of personal preference.

We really enjoyed our stay at Sophie's. Room was nice, the bed was comfortable. Breakfast wasn't included in our reservation but we bought the hot brunch for one morning. It was pretty good. The staff was very kind and helpful. I want to say thanks to Hasan especially from here one more time.

This hotel is highly misleading in its 4-star rating on Booking.com. Overall, the stay was uncomfortable and far below expectations. Cleanliness was a major issue. I used a cup, a glass, and a small spoon, and when the room was cleaned the next day, it was clear they had simply been put back without being washed. My drinking water was still in the glass, and there were visible lipstick and food stains left on the items. The towels were also unpleasantly smelly, which raised serious concerns about hygiene. The furniture is very old and worn, with peeling wood throughout. The bathroom door creaks loudly, and oddly, opening or closing it causes the bedroom key to unlock, which felt unsafe. If the bathroom door is left open, the room smells strongly of sewage. The smell was persistent and made the room unpleasant to stay in. When using the hair dryer on the highest setting, there was also a noticeable burning smell, which raised safety concerns. Annoyingly, the soundproofing is non-existent. Despite being told this was a “quiet room” noise from the corridor especially during morning housekeeping was clearly audible. The room was also quite cold, likely due to the old building. Even with the heating turned to the maximum, it never felt properly warm, which is worth noting for winter stays. The bathroom sink is extremely small and impractical, making it difficult even to refill a water bottle. Only one complimentary bottle of water was provided on the first day, with no refills afterward. The only positive aspect of the stay was the staff, who were polite and helpful. The location is acceptable, but it is not particularly close to Prague 1 and requires some travel to reach the main attractions. The WiFi was quite fast and secure.

I really enjoyed my stay overall – especially the beautiful private spa area, the great breakfast buffet, and the very attentive service from several members of the team. Just two small notes for improvement: On a few occasions, the interaction with two very young staff members felt a bit reserved or inexperienced, which came across as slightly distant. Also, housekeeping takes place in the afternoon. Since I was usually already back from my activities and resting at that time, my room was unfortunately not cleaned during my stay. A bit more flexibility here would be greatly appreciated. That said, the overall experience was very positive, and I would gladly consider staying again.