Hotel Caruso Prague

We stayed for two nights for our trip to Prague. I must say that we had a really great time, everything was clean and the staff was welcoming, breakfast was excellent and abundant. Highly recommended.

I am extremely disappointed with my experience at Hotel Caruso Old Town. A duplicate reservation was made by mistake for the same guest and the same dates. We realized the error immediately and contacted the hotel within the first minutes after the booking was made. We explained that the reservation had been duplicated by accident and requested the cancellation and refund of one of the bookings. Despite the fact that the mistake was reported almost immediately, the hotel refused to issue any refund. So they basically charged us 2x for one room and refused to give anything back. As a result, the hotel charged two reservations for one person, even though the duplicate booking was clearly an honest mistake reported right away. What made the situation even worse was the behavior of the hotel staff. During our phone calls, staff members were rude, screaming at me , dismissive, and unprofessional. They spoke to us in an aggressive manner, interrupted conversations, hung up the phone, and eventually stopped answering our calls altogether. My husband, who was actually staying at the hotel, personally approached the reception to discuss the matter politely and try to find a reasonable solution. Instead of receiving assistance, he was treated with disrespect. Staff members laughed at him while he was speaking, showed no willingness to help, and behaved in a way that was arrogant, insensitive, and completely inappropriate for a hospitality business. I understand that hotels have cancellation policies. However, refusing to correct an obvious duplicate reservation reported immediately after booking demonstrates a complete lack of customer care, flexibility, and professionalism plus extremely unprofessional personal = not acceptable The combination of refusing a reasonable refund request and the disrespectful treatment we received has left us deeply disappointed. I will never book this hotel again, and I sincerely hope travel agent will reviews its relationship with properties that treat customers in this manner. I cannot recommend this property to other travelers.

A lovely hotel. Lots of art around the building gives it a great feel. The rooms were ideal. Breakfast was very good.