EA hotel Jeleni Dvur Prague Castle

"During out stay, reception staff were rude and abrasive. We felt like they could not be bothered with us. On the first morning, when we asked where the dining room was, that we hadn't ordered breakfast, and would need to pay 40 Euros. Note that I specifically ensured that breakfast was included in the room using the Expedia Filters. I have attached a screen recording of the exact search methods used when making the booking and you can clearly see "breakfast included". The extra cost for breakfast was £90 per day. When I disputed this with staff, I was met with cold stares and just a NO, BREAKFAST HAS NOT BEEN ORDERED.  The mini fridge despite stated on the hotel information, using the scan code would be fully stocked was completely empty in room 305.  There was no mini fridge in room 304, so no where to keep water cold.  Room 304 stank of smoke despite requesting a non-smoking room. I am aware hotel stated these requests may not be able to be accepted, however, the smell was pungent and all the girls clothes and hair stank of smoke, making them feel sick.  Room 305 was cleaned daily, however, room 304 was not.  Staff told us, ALL SHOPS and restaurants would be closed from 4pm Christmas Eve until 26th December and were told to purchase sandwiches / drinks from the shops so that we could eat! Which we did, only to find that when we asked local traders we were told that everything was open.  No room service. 17 year old daughter wanted to shower, and found there to be no soap in the shower, or sink dispenser. They called reception and were told they had to come and get the soap! Not only this, but they gave her bright blue DISHSOAP!! Our soaps were also empty. I made a mental note to ask the reception when we got back for the day to refill it. However, I forgot and when I got back to the room, I was momentarily pleasantly surprised to see that they had been refilled, UNTIL I was in the shower and realised, they had refilled the dispensers with WATER!!! I have a video of this. The sink soap dispenser had not been refilled. Room 304 had blue/brown stains on the bed.  Room 305 despite asking for a double bed, had 2 single beds pushed together. This isn't acceptable.  Room 304 did not have a bin. The girls used a plastic bag which was never removed / cleaned by staff.   Tea and coffee in the room I would expect to be standard for a so called 3* hotel. This was not provided, and charged for if required.  We asked for bread and jam one evening, obviously we were willing to pay as the girls were hungry, we were abruptly told NO and got stared at like we were aliens.  Despite the hotel information, telling us that there was a voucher for a free beer, these were nowhere to be seen.  Complaints raised with hotel, were met with shoulder shrugs and blank stares."

"On first impressions not good. No signage to reception and exterior in poor condition. Reception staff found it hard to understand English and spent most of time on their phones. Room large and spacious but no safe or ventilation system as stated on website. One bedside lamp bulb holder hanging off with exposed wiring and only 1 bulb out of 4 working in ceiling. Spoke to reception regarding issues and returned from day out to find lamp repaired but bulbs not changed. No drink making facility in room or fridge. Wanted 12 euro a day for beverage making facility. Also no safe in room as stated on website. Breakfast not brilliant. Only hot food was frankfurters fried eggs and eggy bread. On one occasion went down to find no bread for toast. Had to knock kitchen door and was greeted by woman who did not understand me. Only one hot drink machine which dispensed warm drinks and took on average 2 minutes to dispense which adds up when a cue is formed. There was cereal but no milk available. Cleanliness was not brilliant. The beds were not made up daily only towels changed and bins emptied. On the final day we had to vacate by 11am. As our transfer was not untill 6.55pm they stored our cases for us. We returned at 3.30pm hoping to be able to freshen up and change but were informed that there was no toilets available to use only the ones in the rooms so we had to sit there awaiting our transfer for 3 and a half hours with no drink or toilet facilities, I think this must be on the bottom of the scale in the EA Hotel group. Prague is a beautiful city and well worth a visit but I would recommend another hotel."

"I was glad the hotel has an elevator. We had a nice room with a charming old fashioned look to it. It has two twin beds shoved together. Instead of blankets it has two comforters. It has a nice wooden, real desk, a wooden armoire and several wooden tables. The bathroom is all tiled and very roomy. It has a bathtub with a shower wand. The hotel provides an excellent breakfast buffet. There is quite a variety of foods to chose from. Seating is in several small rooms with a couple of tables in each. It was very nice. Even though there is a tram stop in front of the hotel we had Uber take us around. It was just a little more than taking the tram and dropped you off wherever you wanted. Unfortunately there are not any restaurants nearby."