My boyfriend and I reside in Chicago and are both late 30’s professionals. We have taken no less than 20 trips in the last 5 years (some international) and consider ourselves seasoned travelers. I have written many positive reviews over the years and sadly this was my first negative experience. We arrived in Prague 3 days ago as a side trip from a wedding we attended in Poland. We walked into Rybna 9 and were given the keys to apartment 6 on the 5th floor. Upon entering our room we noticed there was a backpack and some shopping bags laying on the living room floor. Just then a very strange man exited the main bathroom appearing very nervous and fumbling with his belt buckle. He stated there must’ve been a mix up when he checked in and quickly collected his belongings. I went down to the front desk to straighten things out thinking we were given the wrong room accidentally. The front desk woman (I never got her name) appeared visibly confused and said it was not possible as we were the first to check in that day. I assured her there was a man in our room and gave her his description. My boyfriend then joined us at the desk with all of our luggage and informed us the man fled down a back staircase. It was determined pretty quickly that this man was not a hotel guest and snuck in somehow. I asked for another room as apartment 6 was now soiled and unsecure. She stated they were full and it was not possible. She repeatedly said “I don’t know what to do,” and “What the f@#$?” I suggested she call her manager. She then informed us that the phone at the front desk was missing and she was unsure what happened to it, so she retrieved her cellphone to place the call. After speaking with her manager she said that they believed we were making the story up. I’m not sure what motive we would have for making up such a bizarre story but was not very happy it was suggested. There was a monitor visible to us with at least 6 views from the security cameras around the building. When I suggested she check the footage for proof she stated she did not know how to retrieve the data. She accompanied us to the room so we could show her that this man left a few personal belongings behind. She then said “Ok, I believe you.” I requested for the locks to be changed or a full refund so we could go somewhere else. I was told a refund was completely out of the question. An hour later they had arranged to get the locks changed the same day. We were fairly satisfied with that plan and decided to try and salvage the evening rather than wait in the room for the locksmith. We did not want to leave our valuables in the room given there was no safe and it was unsecure. The front desk lady offered to put our belongings behind the desk while we went to dinner, but given the phone had been misplaced I didn’t trust her with my laptop. So we carried 2 laptops, an iPad, all of my jewelry and other valuables all around town after a very long day of travel.
When we returned the locks had indeed been changed and the front desk woman apologized for being unprofessional. She stated it was the icing on the cake of a very bad day. We all have them and I was grateful for the apology regarding her behavior. What was lacking was any type of contact from the management team. Given the fact we spent 2 hours on arrival sorting out this mess, then carried two heavy bags around town all evening, I was expecting at the very least a breakfast voucher or partial refund. No apology, not a word. My guess is they still do not believe us. I’ll say it again. Check the security footage. Although the apartment was nice and the location was great, we will not be staying there again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC