"Booked this hotel through Love Holidays after contacting the hotel by email to say we were a family of 3 choosing to stay in a family room and wanting to ensure we had a room with Air Conditioning as not all rooms had this. I was told I would need to book a superior room as these were the only rooms with AC.
With this information, I proceeded to book through Love Holidays being very careful to select a superior room. I even called and got speaking to an agent at Love Holidays who assured me I had selected a superior room. I took a snap shot of my booking showing AC.
When receiving the room key at the hotel, we were directed to the top floor and on entering the room (which appeared to be an attic room) we were met with 2 fans. I addressed this with reception saying a mistake had been made to be told, only superior rooms had AC. I said I had booked this with the agent and the response I got from the receptionist was, I needed to take it up with the agent as their room(s) accommodating 3 had no AC. The hotel failed to point this out when I enquired by email. I asked to be moved and was told the hotel was fully booked. Yet when I went on to Booking.com there was availability in the superior rooms the following day and remainder of our stay. Therefore I was lied to.
Despite Love Holidays assuring their customers they can be contacted 24/7 for support while on holiday, this was not the case. I was trying to get through several times and on the last attempt, I hung up after 32 minutes of hold music with no acknowledgement of when I would be attended to.
So be careful when booking this hotel and through an agent, that what you choose and pay for is what you get rather than get scammed like we did!
Although we enjoyed the beauty of Prague and would return, I would most definitely not return to this hotel or book through this agent. Our holiday was great but could have been better with comfortable accommodation."
