Natalia J.
Google
Absolutely disappointing!
On 28 December 2025 at 11:17 I made a booking directly through the website of Plaza Prague Hotel for one night (29 December 2025) for two people. It was a non-refundable reservation, as there was no flexible option available for such short notice.
Later that same day, I became seriously unwell with a high fever. Despite taking strong medication, I was not fit to travel (I eventually needed antibiotics). At 17:53 (less than seven hours after making the booking), I called the hotel to explain the situation and ask if it would be possible to cancel, reschedule, or receive a credit.
The lady I first spoke to advised me to try cancelling through the website. When that did not work, I called again and spoke to someone else. After explaining everything again, I was told to send an email with the details to reception email address. I sent the email at 18:13 that same evening. The following day, I sent another polite email confirming that I could not travel and again kindly asked whether anything could be done in this situation.
The booking was made and effectively cancelled on the same day, so the hotel did not hold the reservation for long. At no point during my calls was I clearly told that absolutely nothing could be done. I simply followed the instructions given to me by the hotel staff.
Since then, I have made several attempts to follow up by phone, as my emails remain unanswered to this day. Often the phone was not answered, which I understand can happen if staff are busy. However, on the few occasions someone called me back, I was told they could not help and that I should keep calling the same number — yet it has been almost impossible to reach anyone who can properly deal with this matter.
What disappoints me the most is not even the money, but the complete lack of empathy, communication and willingness to help. I understand that I chose a non-refundable rate, but exceptional situations such as sudden illness can happen to anyone. I contacted the hotel within hours of making the booking, explained everything honestly and politely, and asked only if there was any possible solution. Instead, I feel ignored and dismissed.
For a hotel with a 4.4 Google rating, I expected a much higher level of professionalism and customer care. I also understand that Plaza Prague Hotel is part of the Czech Inn Hotels group, which made me believe the service standards would be better.
Sadly, this experience has left a very bitter feeling. I feel extremely disappointed with how this situation has been handled. In my opinion, this is very poor customer service and far below what I would expect from a reputable hotel.
I am sharing this as a warning to other customers who might consider making a reservation at this hotel.
Very disappointing.
