I will only mention the things I did not like, because everything else was fine.
1. Despite the fact that the spa manager is a very responsive and pleasant lady, the spa staff is by far the worst and most impolite staff in the entire hotel. This year, the new young man working at the spa pays absolutely no attention to anything or anyone except his phone. For two weeks, I watched as up to 5–6 people would gather at the reception desk waiting to ask questions, while he simply sat there staring at his phone. People were clearly annoyed, but he did not even look up from the screen. The other two spa employees also leave an unpleasant impression.
2. The second issue is the hotel’s apparent reluctance to enforce basic standards. Please finally start addressing guests who take food away from breakfast and dinner in large bags. And please do not allow guests wearing sports shorts into the restaurant, especially for dinner. This is supposed to be a five-star hotel, not a hostel.
The answer to this review from the day 09. 08. 2026
Dear Leonid,
thank you very much for your detailed feedback and for choosing Ensana Nové Lázně for your medical stay. We truly appreciate your high overall rating and your kind words about our front desk, restaurant team, medical services, cleanliness and the responsiveness of our staff. Your recognition of Filip at the reception, Lada in the restaurant and Ostap in the booking department will be shared with them — they are indeed highly valued members of our team.
We are very sorry to hear about your experience in the spa reception area. Your comments have been forwarded to the spa management for immediate review. Professional, attentive and polite service is essential for us, and we will address the situation with the team to ensure that guest assistance is consistently provided without delay.
Thank you also for your remarks regarding restaurant standards. We fully agree that maintaining a pleasant dining atmosphere is important. Your feedback about dress code and food takeaway will be discussed internally so we can reinforce communication and ensure that our guidelines are followed more consistently.
We are pleased that, despite these issues, you still had a positive stay and would recommend our hotel. Your suggestions are very valuable and will help us further improve the guest experience.
We hope to welcome you again and provide a stay that meets all your expectations.
Kind regards,
Guest Relations
Dmitrij Zorin
Ensana Nové Lázně