LARGO Bistro & Cafe Penzion — Hotel in okres Český Krumlov

I had a terrible experience with Largo, cause I didn't even get to stay in it. I urge you to read this before consider booking Largo. I booked 2 rooms for 2 nights at Largo. I arrived at Largo at around 7:30 pm and no one was there. I tried calling the number multiple times but no one answered. Later I found out that the check-in instructions stated that Largo's check-in time was from 8am-6pm, and they do not offer after-hours check-in. I understand that is my personal mistake that I didn't read the instructions so I couldn't stay for the night. It was my bad. But still I was expecting to check-in the next morning. This is stated in Largos check-in instructions (attached): The front desk is open daily from 8am-6pm. This property doesn't offer after-hours check-in. Guests arriving late won't be able to check-in UNTIL THE NEXT MORNING. So to my understanding, based on the instructions GIVEN BY LARGO, if I arrived late I won't be able to check-in right away, I would be able to check-in, it just I'll have to wait till the next morning. Which I did, I went the next morning and was hoping to check-in for my 2nd night (cause I booked for 2 nights). The staff told me the entire booking was canceled because I didn't check-in on time. As a customer, I read what I saw on the site (hotels.com), and it said nothing about arriving late would cancel the entire booking, what it said was "check-in until the next morning". If you have such policy, you should have stated it clearly on the site, this is deceiving customers. The staff told me they didn't write the instructions, it was written by hotels.com (cause I booked it via hotels.com), they are not taking the responsibility and they couldn't do anything. I reported this matter to hotels.com and only asking for refund for my 2nd night, but Largo refused. Personnel from hotels.com also informed me that all the instructions, descriptions and hotel policies written on the site were provided by the hotel's marketing manager, so the staff LIED to my face, saying he didn't know why it was written like that. We asked If we can still have the room, the staff said they have already rented it out. They claimed they waited for us till 7 pm the day before, and I went the next day at around 9 am, the rooms, BOTH rooms were already rented out. I was left with no where to stay in Cesky Krumlov at peak traveling season. This really left me a bad impression to Cesky Krumlov. Later I checked online that many customers of Largo had also encountered this situation. I am writing this merely just to share my experience and hope no one would go through the same as me. Please judge it for yourself...

It costs me about $110 a night for a deluxe room here. It's a horrible value. Really don't know why I booked this pension.

1. to check in, you need to call a number posted on the front door and wait for 3 minutes for the person to come and give you the keys.

2. there's no one attend the pension. It's just like an airbnb, but without a kitchen and etc. I thought since it has a cafe in this name, I would at least be able to just go downstairs and grab a coffee and bring it in my room. No, there's no cafe, no nothing.

3. I got a room on the top floor. The shower is a quarter circle shape, really tiny shower. It's not the square shaped shower shown on bookings pictures. There's no toilet paper holder. You put the toilet paper on a flat surface, and need to grab the entire roll everytime you wipe...

4. the plugs by the bed is really far from the bedside table (because the slanted ceiling). Hard to charge your phone when you lay in bed.

5. The worst part: the bed is not comfortable. The fitted sheet is a really rough material. Really rough. Doesn't even feel like cotton. And it's not breathable at all. Underneath, they added a thin layer of foam to make the bed softer. But combined with the horrible sheets, it's really hot and rough...

It has been the most dreadful hotel staying experience in my entire life. Arrived at the hotel at 8:40pm and being told we cannot check in since staff member has gone home and he would mark our stay as a no-show since we didn’t adhere to their check-in timeline at 6pm. We tried our best to get to the hotel at even 8:40pm since there was a complication with our transport from Salzburg to Cesky Kremlov. Staff member on the phone expressed no empathy or even trying to provide an resolution but only scolded us of being careless. Furthermore, he threatened that we would never get a refund since he claimed “he is 200% certain how the system works, and we need to learn a lesson”. This is a horrible and unprofessional statement. And we are mortified till this moment. Further escalation has progressed with booking.com, and we would like to get our voice heard and share this experience with everyone who is about to book this...