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Prima Palace Hotel

  • 2A Pines St, Jerusalem
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from $96 / person

  • Photo: Prima Palace Hotel

TripAdvisor Reviews

TripAdvisor ReviewsBased on 312 traveler reviews
Good Facility, Troubling Staff
TripAdvisor RatingReviewed on August 12, 2019

This is my third or fourth stay at PP in the last several years, but I hadn’t been there since 2016. The physical facility remains the same as always - nice, well maintained, with a feel of “old Jerusalem”. The food also remains good, with the exception of some really bad fish we...

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This is my third or fourth stay at PP in the last several years, but I hadn’t been there since 2016. The physical facility remains the same as always - nice, well maintained, with a feel of “old Jerusalem”. The food also remains good, with the exception of some really bad fish we had at the third meal on Shabbat (the salmon was inedible because of so many bones and the herring tasted like it had gone bad). Beyond that, we had good food, and I agree with others that the food for the Shabbat meals is generally very nice. We also had a large nice room with a balcony on the third floor and despite a somewhat uncomfortable bed and pillows, it was still fine, and clean. The serious fall off from what I recall from our past stays is the staff. While the manager of the Shabbat meals was very friendly with a good customer orientation (as was the gentleman responsible for overseeing the Tisha B’Av break-fast), a number of his staff were unfriendly to surly. The same could be said about the front desk staff. As one example of the flawed staffing situation, the hotel bills its Friday night dinner as between 8:15 and 9:30 pm. Given that we wouldn’t even get back from Shabbat services until at least 9:00 pm, that a Shabbat dinner is supposed to be enjoyed slowly and peacefully, and that the price of the dinner is not inexpensive, we assumed the times were for seating, not serving. When we got there, one of the head people indicated that food would be removed at 9:30 pm. When I responded that that we weren’t even out of services until 8:45 (and that required that we leave early), he took on that combative attitude I mentioned above. I won’t bother here with the specific argumentative and angry comments he made because the manager came over to tell us not to worry, that we would have time. In the end, people were eating well past 10:30 pm, but what is supposed to be a warm and happy evening started off stressful. Most of the waitstaff never got friendlier, and when a cockroach (yes) crawled under my wife’s dinner chair, the staff person who came over loudly stomped on it with his foot and scowled at her to the point where she was genuinely scared (and she’s a strong independent businesswoman). I don’t remember PP staff being like this in the past, and it was bad enough that I can’t see returning. As nice as the hotel can be for Jewish visitors who keep kosher and the Shabbat, feeling unwelcome to disliked trumps that. The hotel chain management needs to seriously examine their staffing approach in this hotel.

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Beautiful hotel, convenient location, excellent Shabbos food but mediocre service.
TripAdvisor RatingReviewed on May 31, 2019

The hotel is very easy to get to, just a two minute walk from the Jerusalem light rail. The atrium and lobby are beautiful, with Jerusalem stone arches. If you are accustomed to American or European style of service and hospitality, be ready for culture shock throughout Israel. This hotel is no different. For...

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The hotel is very easy to get to, just a two minute walk from the Jerusalem light rail. The atrium and lobby are beautiful, with Jerusalem stone arches. If you are accustomed to American or European style of service and hospitality, be ready for culture shock throughout Israel. This hotel is no different. For example, although we did not arrive too early for check-in, our room was not ready. We had a short wait, but no apology from the staff. Only two bath towels? We asked for more, but were refused. Am I beginning to earn my "Spoiled American" or "Ugly American" label? Probably. Per their website, deluxe rooms have bathrobes and slippers. So, we did not pack ours. The room did not have any. When I asked at the front desk, they said that they do not provide. Telling them that the website has it listed, she answered with a shrug of her shoulders and turned away from us! Other staff were far more helpful. We requested a "natlan" (a ritual washing cup), and had one in our room when we got back. Another staff member not only told my husband where to find the mikva (ritual bath) but accompanied him there, and turned it on for him! Our room (a deluxe room) was large and comfortable, with twin beds and a sofa. Having a window that opens to let in the fresh Jerusalem air was a plus, as was the auxiliary air conditioner/heater to adjust the temperature. The Shabbos meals, though buffet style, were phenomenal. The food was delicious, varied, and abundant. Many varieties to satisfy every taste and culture. Jewish, Heimish, Chassidish, Sephardi, trendy... The food was definitely on par with the best kosher restaurants in NYC! (The waiters could have been faster to clear the tables between courses.) Will I stay here again? Absolutely! Especially for Shabbos. The location is great, and the kashrus certification is the highest standard (badatz). And the price is reasonable too.

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very helpful staff
TripAdvisor RatingReviewed on April 23, 2019

we checked in for a week the service and staff were fantastic small bedrooms but clean when i complimented the manager regarding the staff he said they only employ people who want to please......other hotels should note we had to leave after 3 days and were given a refund for the four days it just shows you that there...

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we checked in for a week the service and staff were fantastic small bedrooms but clean when i complimented the manager regarding the staff he said they only employ people who want to please......other hotels should note we had to leave after 3 days and were given a refund for the four days it just shows you that there are still hotels who are not moneygrabbers

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Amenities

    • Suited for

    • Couples
    • Events
    • Families
    • Kosher
    • Services

    • Air Conditioning
    • Dry Cleaning
    • Elevator
    • Fax / Photocopying
    • Heating
    • Laundry
    • Restaurant
    • Room Service
    • Safe
    • General

    • Accessibility
    • Event Hall
    • Free Parking
    • Free WIFI
    • Meeting Room
    •  
    • Check in: 2:00 PM
    • Check out: 12:00 PM

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