"I stayed here for one night in August with my 13-year-old son. I had made the booking a couple of months in advance specifically to make sure we had a twin room.
We arrived in Prague after a five-hour bus journey from Munich and made our way to the hotel as soon as check-in opened. We were both tired and looking forward to getting into our room and having a shower.
Unfortunately, the check-in experience was extremely disappointing. The member of staff on reception was very cold and abrupt from the outset, with no welcome or basic pleasantries. He also handled my passport rather carelessly, bending it back and forth while checking my details, which I found quite concerning.
I was then told that there were no twin rooms available and that my son and I would have to share a double bed, although we would be given a sheet each. When I questioned this, given that I had booked the twin room well in advance, I was simply told that other guests had arrived and taken all the twin rooms. The manner in which this was communicated was particularly unhelpful and came across as though the situation was somehow my problem.
To his credit, after I expressed my dissatisfaction, the receptionist contacted housekeeping and eventually found a twin room for us. However, it wasn't ready yet. When I asked how long we would have to wait, I was simply told, "It will be ready when it's ready." We were given a complimentary drink voucher and asked to wait in the bar.
Thankfully, we only had to wait around 30 minutes, and the receptionist did apologise when the room became available.
However, once we got into the room, I was fairly sure it wasn't the room I had originally booked. It was considerably smaller than expected and, more importantly, the air conditioning was effectively non-existent. Given the August temperatures, this was a significant issue. As we'd only booked one night and were already exhausted, I didn't have the energy to raise another complaint and we simply made do.
It's a shame because the hotel itself isn't particularly bad. The location is good and breakfast was also good. Had the check-in experience been handled differently, I would probably have come away with a reasonably positive impression of the hotel.
Unfortunately, the attitude of the receptionist completely overshadowed the stay. Mistakes and room availability issues can happen, but the way a problem is handled makes a huge difference. In this case, I felt that the customer service was well below what I would expect from a hotel of this standard.
I wouldn't stay here again."
