Old Town Apartments

Our experience with this apartment started off on the wrong foot, our plane arrived from Malaga at 12:30 at night and the "check in" ended at 12:30, we talked to them (whose payment details came to us at 9:30 at night taking off the plane), they asked us 50 euros for arriving a little late and what they did was leave the key in a box, (50 euros for that!!!) and they also asked us 200 euros deposit as a bond, that is good, but they sent us that data very late and told them that because of the coverage on the plane that if you could do it when you arrived, their answer was no at all times even if we slept on the street, I told them that humanity, that as soon as you arrived and had coverage on the phone would do it and they did not get off the donkey, it did not exactly matter, expensive, comes so much tourist who treat them terrible, that already seems terrible, that is, for a few hours, we would have slept on the street, good thing we could do it in time while we took off from Malaga, the apartment well, although it is not where it indicates, you have apartment us all over Prague and they sent us one a little further , but well, not much, when we left we took the flight at noon and the "check out" was 10:30, we told them that if we could leave the bags to go to eat and asked us 5 euros for each, so we carried them, I told them all this seemed bad and smiling that is what there is, anyway, I will not return to this apartment if I return to Prague

Stayed here as an extended family of 8, ages 21 - 81! Yes the reception isn’t at the apartment, but it’s only a short stroll! Apartment was good, although only one shower, was a bath as well, but we managed! Just had to be organised. The location was perfect, right in the centre of things, but not disturbed by the hustle and bustle of the area. Plenty of choice of restaurants and bars right on our doorstep, and the ability to get provisions if required just round the corner. Added bonus of being able to leave cases in room off reception on last day as had evening flight.

We booked our stay at the Old Town Apartments in good faith for 3 nights in September 2019 Prague was the fourth city we had visited on a European trip of four cities. We arrived at the apartment in the evening only to find a locked door. I phoned the reception number on my confirmation email only to be told I had to pick up the keys from a reception which was 20 minutes’ walk away. I was shocked at this. I have never stayed in any accommodation which has its reception that far away. I don’t think it is an unreasonable expectation of a reception to be part of the same building as the accommodation, or at least close by. After calling the hotel I was told by the receptionist that the details were in my confirmation email. So, after looking through all the paperwork, I found these in a separate attachment (in the small print). There was no indication during the booking process of the need to pick up keys from a separate address so an informed decision could not have been made. We then had to walk across a bridge with two heavy suitcases across cobbled streets and mostly uphill to the reception location. I even broke one of the wheels on my suitcase during the walk. We were also charged a security deposit of 200 Euros! – the highest price I have ever been charged for a deposit. We had to find an ATM to pay for a taxi back to the accommodation as we could not make the trip back on foot with luggage. We arrived at the accommodation and let ourselves in. The shared hallway was very dark and we struggled to find the light switches. We did not feel safe in this situation. The hallway also had a greasy smell. We entered the apartment to find several issues straight away with the living/kitchen area. There were stains on the sofa which looked like bodily fluids, a cupboard had been taken off and was lying on the floor, the table was covered in scratches and a chair was broken. Continuing into the bedroom, we found more of the same – scratched furniture and stains on the bedding. The bathroom was the most disgusting. There was toilet roll covering a pipe issue and the bath looked dirty. I took a shower and the water went everywhere as the shower head bracket was broken and could not be angled into the bath without taking it out of the holder. I nearly slipped while getting out of the bath onto the hard floor. We had to use all the towels we had been given for our stay to mop up the water and make the bathroom safe. The water would also not drain out of the bath and was up to my ankles by the time I finished showering. Next thing was the first flush of the toilet resulted in the bowl being flooded and waste coming back up through the pipes. This resulted in an extremely disgusting smell spreading throughout the bathroom and later, the whole apartment. I phoned the reception and was told someone would come out the following morning to look at the shower and we would have to make do with a flooded bathroom for the night. I also mentioned the general state of the furniture and was told I would need to email and complain about this separately. In the morning, we decided we could not stay in this apartment any longer let alone for another two nights. I then phoned Agoda, the third party booking website. They spoke to the hotel and advised they were refusing to refund my second and third nights due to their policy. They asked me to send the photos I had taken of all the damage and filth in the apartment. Once I did this, Agoda phoned back and advised the hotel receptionist wanted us to go back over to the building 20 minutes away where we had picked the keys up from to discuss the situation further. This was the final straw and I refused to make the trip back over to the reception building. I was not willing to waste any further time of my holiday trying to resolve this. I booked another hotel immediately and we left the apartment. During the afternoon, the hotel receptionist phoned and asked us to go back to the apartment building and they would send someone over and look into moving us to another room. I informed them it was too late and I had booked into another hotel because I had no faith in them and could not trust them to put the situation right. I asked again about a refund and was informed a manager would call me as a priority by the end of the day (Friday 20th September) to discuss. It is now Monday 23rd September, I have returned home from Prague and I am still waiting for someone to contact me. The accommodation I was expected to stay in was disgusting and inhabitable by any standards. I have stayed in better hostels at a fraction of the price I was charged for this unreasonable apartment. I am a traveller on a budget and usually stay in fairly basic hotels, but am not prepared to stay in dirty accommodation without a functioning bathroom. Who would be?