I booked a room at EA Hotel Jelení dvůr Prague Castle on late tuesday evening 24.4.2018 via Hotels.com. Immediately after booking I noticed that the reservation was unintentionally logged on tuesday. I immediately sent an email to the hotel Jeveni that the reservation was meant for Wednesday 25.4. and we will be there tomorrow on Wednesday. The hotel answered to come back to the matter the next day. The answer:
"We can promise you room but as u reserved yesterday by mistake, we are not able to change it with via hotels. So if you wanna to stay in our hotel you have to pay extra 45 euro. Let us know if its ok for you. "
Wednesday the hotel demanded 45 euros and no compensation for the night we had already paid. We had paid 40,50 euros. The demanded price was 4,50 euro higher price for the next night. We would have been willing to pay the difference, but the hotel kept my money for the night we were not at the hotel and so we did not stay at the hotel at all.
In Hotels.com reservation page is written, that Hotels.com never charge your credit card. But this time they did it.
I think the hotels action was unacceptable, because there was an error in my booking, to which I reacted immediately. Even Hotels.com has been flexible before, but this time the hotel Jeleni dvur Prague Castle only blamed Hotels.com. I cannot recommend this hotel to anyone. The question is not the position of a single receptionist, but the matter was even considered by the hotel's management.
