I booked a twin room for one night to stay with my 14 yr old daughter. I advised the hotel that we would be turning up after 7pm and was told that there was a remotely managed access system to enable us to gain entry to the hotel. Note, there is no reception and no service at this hotel after 7pm!!!!
On arrival, the remote access facility did not work i.e. nobody in the responsible sister hotel answered. Were it not for the chance exit of another guest we would not have been able to gain entry.
On the evening of our arrival I attempted contact via the remote system 4 times and tried to phone the sister hotel directly six times, but there was never a response. I also emailed the hotel twice but much to my surprise I still have not received a reply containing a written apology. This was all the more problematic as we had not been given the twin room that was booked but instead a tight and most unsuitable, semi converted attic 'space' on the top floor of the hotel, nothing like the photos on the hotel website. Because the hotel is unstaffed after 7pm it wasn't possible to rectify this. I think the hotel needs to review this policy.
At least the hotel admitted this was their mistake the following morning via its helpful receptionist, but by then it was too late. This was most disappointing especially as the hotel is wonderfully located overlooking Prague and I think it might have been great to stay in were it not for the serious problems with access and the allocated room.
Key learning points, if you are going to stay here do not risk turning up after 7pm and make sure you confirm your room choice directly with the hotel before arrival.
