Masarykova N°30 - Brno Apartments — Hotel in okres Brno-město

They take the money from your credit card immediately after you book even though it's stated during the booking process that you pay when you go there. So that's false advertising for one thing. However, the real problems started on my last night there, when the heating and the hot water all went off without notice at 10pm. I rang them and they were not only unhelpful but condescending, "that's the way it works in Europe," and were completely disinterested in helping me find a solution. I also had to ring them back on my own credit and check in with them for updates on the situation, when it should have been the other way round. ||||The heating and hot water continued to be out of service till I checked out the next morning at 9am. This meant that I had to go without heating for the whole night, waking up many times due to the bitter cold. Worst of all, I had to boil hot water in the kettle to wash myself in, which was simply gross. No hot water or heating in deep winter in Brno, whilst it was snowing outside, was one of the nastiest experiences I've ever had the displeasure of experiencing.||||I wrote them several emails to explain the situation and naturally asked for at least a partial refund of the last night I was there, since the amenities I had paid for (heating and hot water) had not been provided. The agent, Yana Rebrova, sent back a series of defensive, passive aggressive emails, and when I complained to her about the attitude and the offensive remark that the agent had made about this being the way it works in Europe, she curtly told me that she felt there was nothing to apologise for on their side (!!!) and that I wasn't getting a refund. A highlight from that email dialogue was that apparently no one else in the building had complained about the lack of hot water and heating, and how dare I have the audacity to complain. She also repeatedly told me to "be understanding" of the situation and seemed very annoyed that I was complaining at the lack of hot water and heating, which I had paid for. Apparently their idea of a good guest is to simply smile and bear all misfortunes that happen due to the malfunctioning of apartment facilities, which is just not the way it works - I paid (a considerable amount of money I might add) for the use of the apartment and its heating and hot water and should have been provided what I paid for, and refunded if not. If I had known the hot water and heating would not be available I might as well have camped outside. ||||Word of warning to potential customers: if everything goes well, happy days. If something goes wrong though, be prepared to interact with rude, unprofessional and uninterested staff who leave you out in the cold (literally) and will not help, and are rude and even borderline racist ("this is how it is in Europe, you don't get how it works here.."). They are not shy about taking your money and will hound you till you pay (they will send masses of emails and call you) but when it comes to what they owe you they flat out refuse (probably illegal, by the way) and become very rude, and outright tell you that they don't even owe you an apology and you should just suck it up already. In fact it seemed like it was my job to keep them happy, rather than the other way round. Even though I was here for a business trip, it seemed like I spent half of my time just corresponding with them. Even getting something as simple as an invoice took days and I had to email to followup for them to budge. ||||Lastly, although some of the other reviews here mention that they were met by an agent during check in - I never saw any of their staff during my whole stay, and used the self check in. So that's another perspective...

The place needs insects control and customer service training to know how to deal with customers in a polite way ||Booking.com apology attached||Also they use money rewards to get good reviews, from my point of view customer direction is not acceptable and using money is unethical way ( Picture attached)||It was not comfortable although everything was good from how it looks and location but having insects in the bed, ants in the bathroom and kitchen makes everything good with zero value because of discomfort you feel||Update: The worst customer management ever||aprtment management wants to punish customers for writing a review instead of apologising and fixing their problems|(Pictures attached from their email)||Then then make fun of the complaint instead of handling it (Pictures attached from...

Мне довелось прожить в одном из номеров несколько зимних месяцев вместе с семьёй. ||Агент Яна встретила нас в оговоренное время, предложила на выбор комплемент в виде вина, и в дальнейшем всё время была на связи чтобы оперативно реагировать на возникающие вопросы.||Номер был оборудован всем необходимым для проживания семьи из четырех человек, включая посудомоечную и стиральную машину, большой холодильник, електроплиту, утюг и гладильную доску.||||Интернет через 5G WiFi работал безперебойно и быстро. Телевизор в номере - современый, с большой диагональю.||||Уборка проводилась каждую неделю качественно и без задержек. В номере поддерживалась надлежащая чистота. ||||Несмотря на зимнюю погоду в номере было достаточно тепло благодаря электрическим батареям в каждой комнате. Также комнаты были дополнительно оборудованы системой вентиляции.||||В оплату номера входят также туалентные пренадлежности, включая полотенца и мыло. Постельное бельё и полотенца для четвёртого постояльца предоставляются за отдельную плату.||||Кровать в спальне была достаточно большая с комфортным матрасом.||||Большинство достопримечательностей Брно, таких как Собор святых Петра и Павла, Площадь Овощной рынок с фонтаном Парнас, Площадь Свободы, на которых весь декабрь проводились рождественские ярмарки, расположены в 2-10 минутах ходьбы от готеля.||||Для путешественников на машинах предлагается индивидуальное парковочное место в крытом гараже в 150 метрах от готеля за дополнительную плату.||||Центральный железнодорожный вокзал и автовокзал, и место пересечения трамвайных линий, находятся в 100-150 метрах от готеля, что очень удобно, особенно если планируются поездки в другие районы Брно, в Вену, Прагу или другие городу. В тоже время это создаёт некоторый дополнительный шум в ночное время.||||Из недостатков конкретно нашего номера следует также отметить не очень удобный рабочий стол в спальне, твёрдые сиденья стульев на кухне, отсутствие большой кастрюли, и крышки на сковородке. Шампунь не входил в перечень туалетных пренадлежностей. Также не хватало двуспального...