Dear Ke Z., Thank you for taking the time to share your detailed feedback with us. Regarding the bottle of water, please allow us to clarify that at Mama Shelter Prague, it is part of our Mama standard to provide one 2L bottle of water per stay as a complimentary gesture. This is why the bottle was not replenished during your stay. Regarding your Accor ALL Gold benefits, our reception team provided you with the correct information according to the Accor standards and benefits applicable at our hotel. The Gold welcome amenity at Mama Shelter Prague consists of a cookie and a small apple juice, as agreed within the Accor ALL programme. We would also like to clarify that the information given to you by our reception team regarding the bottle of water was correct according to the standards we are required to follow. Nevertheless, as a gesture of goodwill and to ensure you could enjoy the welcome drink benefit during your stay, our team kindly provided you with two welcome drink vouchers from Mama Shelter, which you were able to use at our bar. We fully understand that, as a long-standing ALL Gold member and previously Platinum member, you are familiar with the benefits offered across Accor properties. However, individual brands within Accor may have their own standards and ways of delivering these benefits. Please also note that Mama Shelter is a member of the Accor group and follows the standards and rules established by Accor. If any information or benefit displayed in the ALL app appears incorrect or is missing, this is managed directly by Accor and can be checked or resolved through the ALL support available in your app. We truly appreciate your loyalty and are sorry that some aspects of your stay felt different from your expectations. We hope to have the pleasure of welcoming you again and providing you with a more seamless Mama experience. Mama ❤️ YOU Elvin Front Office Manager

Thank you so much for your detailed feedback, Loretta! 💛 We’re delighted to hear you had a great stay, loved our four-legged Mama family members 🐶❤️, and enjoyed the room, breakfast and our team. We’re sorry your check-in took longer than it should have and that there was some confusion around the charges and deposit. We’ll share your feedback with the team to help make the arrival experience smoother. 😊 And we completely understand the need for hot water with a 3-week-old kitten! 🐱 While we don’t have kettles or coffee makers in the rooms, our reception team is always happy to help with hot water when needed. We hope to welcome you and your furry friends back to Mama Prague soon! 😎✨ MAMA ❤️ YOU Roberto FO Agent

Dear Elise D. G. R., Thank you for your wonderful feedback! ❤️ We’re so happy you enjoyed the details throughout the hotel, as well as our friendly and professional team. It’s great to hear that you found your room clean, spacious, and comfortable. We hope to welcome you back for another lovely stay! Mama ❤️ YOU Juris FO Agent

Thank you for staying with us and for sharing your feedback. We’re glad you enjoyed the convenient location and had a comfortable stay. MAMA ❤️ YOU Michael, FO Agent

Dear Sheri, Thank you for your lovely feedback! ❤️ We're happy to hear you enjoyed your room and found our team so welcoming. It was a pleasure having you with us! We hope to welcome you back to Mama Prague again soon. Mama ❤️ YOU Salome FO Agent

Thank you so much for your feedback 💛 We're happy to hear you had a great visit and enjoyed our friendly team and lovely showers! 😎✨ We also appreciate your comments about the room amenities. We don't have coffee makers in our rooms, but our team is always happy to help with alternatives at reception. We hope to welcome you back to Mama Prague soon! MAMA ❤️ YOU Roberto FO Agent

Dear Bernadette, Thank you so much for your wonderful feedback! ❤️ We’re delighted to hear that you enjoyed your comfortable stay, delicious breakfast, and smooth check-in and check-out. It’s fantastic to know our team made such a great impression and that you would happily recommend us to your friends! We’ll be looking forward to welcoming you back to Mama Shelter Prague for another great stay! Mama ❤️ YOU Salome FO Agent

Dear Kristian, Thank you for taking the time to share such detailed feedback. We are very pleased to hear that you had an overall good experience and that you particularly enjoyed our location, the size of your room, and our bar and outdoor seating area. At the same time, I am sorry to hear about the issues you encountered during your stay. Regarding the plumbing, I apologize for the clogged sink and the noise coming from the shower. These are certainly not things you should have had to deal with, and I will share this feedback with our maintenance team so that the plumbing in the room can be checked. Regarding the conditioner, I completely understand your frustration, especially given your concern about unnecessary waste. Conditioner is not part of the standard bathroom amenities we provide in our rooms, in line with our current brand and sustainability concept. However, our reception team should certainly have been more helpful when you asked about it. You should have been clearly informed about where additional personal-care products can be purchased at the hotel, rather than simply being told that we did not provide conditioner. I am sorry that this resulted in you having to purchase an entire bottle that you ultimately had to leave behind. I am also sorry about your experience at the bar. We are pleased that you enjoyed the service from some members of the team, but every guest should receive the same level of professional and welcoming service. I will share your comments with our F&B management team, particularly regarding the interaction with the supervisor. More importantly, I fully agree with your comment about staff discussing colleagues within earshot of guests. Regardless of the circumstances or any internal issues within the team, such conversations should never take place in front of guests. Internal feedback and discussions about colleagues must be handled privately and professionally. I am particularly sorry that you were exposed to such a conversation while enjoying your time at the bar. This is not the impression of teamwork and professionalism that we want to give our guests, and I will address this directly with the team. Thank you again for your constructive feedback. While we are happy that the overall experience was a positive one, you have highlighted several concrete areas where we can improve. We hope to have the pleasure of welcoming you back to Mama Shelter Prague and providing you with an experience without these inconveniences. Mama loves you! Tomáš Dikasz Operations Manager

Dear Wayne, Thank you for your wonderful review! 😊❤️ We’re very happy to welcome you back and delighted that you enjoyed your stay and our ideal location. 🏨✨ We truly appreciate your continued trust and support! 🥰🌟 We hope to see you again on your next visit to Prague! Mama loves you ❤️ Mary, FO Agent.

Dear Marcin, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Mama loves you! Tomáš Dikasz Operations Manager

Dear Pierre, Thank you so much for your wonderful review and for staying with us for the second time! 😊❤️ It means so much to hear that your experience was just as great as last year. 🥰🏨 We’re delighted that you enjoyed our kind and professional team, delicious food and drinks, and the warm Mama atmosphere. 🍕🍹✨ We’re especially happy that you reconnected with our team members that truly makes Mama feel like a home away from home! ❤️ Thank you also for your suggestion about tea and coffee facilities in the room. ☕️🙏 We really appreciate your feedback. We hope to welcome you back for your third stay very soon! 🌟🇨🇿 Mama loves you ❤️ Mary, FO Agent

Dear Sherry, Thank you so much for your lovely review! 😊❤️ We’re happy to hear you enjoyed the spacious room and bathroom, comfortable bed, and overall pleasant stay. 🛏️✨🏨 We truly appreciate your feedback and are glad everything was clean and comfortable for you. 🥰 We hope to welcome you and your family back to Mama Shelter Prague soon! 🌟💕 Mama loves you ❤️ Mary, FO Agent

Dear Mark, Thank you for your review! 😊❤️ We’re glad to hear you enjoyed our convenient location, comfortable room, bathroom, and friendly team. 🏨✨ We’re sorry for the confusion regarding the breakfast charge. We understand how this could be frustrating, and we appreciate you bringing it to our attention. 🙏 We hope to welcome you back to Mama Shelter Prague again soon! 🥰🌟 Mama loves you ❤️ Mary, FO Agent

Dear Sylwester, Thank you for taking the time to share such detailed feedback. We appreciate that, despite your criticism, you took the time to point out several specific areas where we could improve. Regarding the room being prepared with the lights on and the window open, we are sorry if this caused you inconvenience. Opening windows can unfortunately allow insects such as mosquitoes into the room, and we regret that this happened during your stay. We will review the room preparation procedure with our housekeeping team. As for breakfast, our offer is intentionally based on the international Mama Shelter concept rather than traditional local cuisine. We do, however, regularly review our breakfast selection and appreciate your suggestion regarding local products. Regarding waste segregation, sustainability is actually an important part of our operations. As a Green Key certified hotel, we have specific procedures in place for waste management and recycling, although not all of these processes are necessarily visible to guests in the breakfast area. We are sorry that you did not find the pillows and summer bedding comfortable. We use the same Mama Shelter bedding concept across our rooms, but we understand that sleeping preferences are very personal. Our team is always happy to assist with alternative pillows where available. Regarding the gym, we unfortunately do not have a fitness centre at Mama Shelter Prague. This is not something we currently advertise as a hotel facility, but we understand that it would be a welcome addition for some of our guests. We are also sorry about the noise from the corridor doors near the elevators. We understand how disturbing repeated door-closing sounds can be, particularly during the night, and we will ask our maintenance team to check whether the closing mechanism can be adjusted. Finally, regarding our colleagues' clothing, the international and relaxed appearance of our team is also part of the Mama Shelter lifestyle concept. We intentionally do not follow a traditional formal hotel uniform, although we still expect our colleagues to maintain a professional and appropriate appearance. Thank you again for your constructive feedback. While some elements you mentioned are inherent to our concept, your comments are valuable and will be shared with the relevant teams. We hope to have the opportunity to welcome you back and provide you with a more enjoyable experience. Mama loves you! Tomáš Dikasz Operations Manager

Dear E., Thank you for your feedback! ❤️ We're glad you enjoyed our shower. We're sorry, however, that you found the mattress softer than your preference. We understand that mattress comfort is very personal and appreciate you sharing your feedback with us. We hope to welcome you back to Mama Prague again soon! Mama ❤️ YOU Salome