Aurus Hotel Prague — Hotel in Prague

Payment Management and Complaint: A Very Disappointing and Dishonest Experience

I had booked 3 nights for the end of 2025 at the Hotel Aurus by Adrez via Booking. The booking conditions clearly stated that payments in EUR were accepted ("The property accepts payments in CZK and EUR"), and I therefore paid with my French bank card accordingly.

Imagine my surprise when I saw a charge in CZK, resulting in nearly €50 in additional bank fees!

Contacted immediately, the hotel persisted for over a month in denying their mistake, claiming that payment in CZK was the only option, without ever providing proof of this assertion ("As stated in the terms and conditions of the residence, the payment for your reservation is specified to be in CZK.").

After about ten emails and more than 30 days of insistence, the hotel finally acknowledged, reluctantly, that payment in EUR was indeed intended. However, instead of apologizing for this obvious error, the hotel dared to claim that they had the full freedom to debit their customers in the currency of their choice ("We as an accommodation can choose the currency in which we charge, which we have done.").

This new claim is completely unfounded and not mentioned in the booking conditions or even in the booking process. Once again, no supporting documentation was provided by the hotel.

Faced with my persistence, the hotel deigned to reimburse part of the undue charges, still leaving me to bear significant bank fees for an error that is entirely their responsibility.

In my opinion, the hotel's attitude was deeply dishonest, both in the management of the initial payment and in the handling of my complaint.

Beyond the financial aspect, it is the trust in this business that is now in question due to its dubious practices.

In summary: Avoid this hotel if you do not want to fight to recover unjustified charges.

Positive points (to note nonetheless): The hotel is well located and the rooms are spacious.

Major negative point: Very poor soundproofing.

Value for...

I booked what was advertised as “Hotel Aurus,” but this property is not a hotel in any meaningful sense. There is no reception on-site, and this crucial detail was never disclosed prior to my arrival. In fact, the registration link I eventually received referred to a completely different property name – Old Town Apartment – which only added to the confusion. The property should not be marketed as a hotel and needs to update its name and listing accordingly.

Before arrival, I received no check-in instructions or notice that I’d need to check in elsewhere. I had to call – an international call that I had to pay for while roaming. I called multiple times with no answer.

Eventually, I reached someone who claimed to have just sent me the registration link. I never received it, even though she confirmed it was sent to the same number I called her from. I was then instructed to go to a different hotel (Palac U Kocku) to check in. Once there, they told me I needed to email them first – but I was never provided an email address in the first place. The check-in process was stressful, confusing, and completely unprofessional.

Once I finally accessed the room, I encountered several serious problems: • The shower does not drain properly, and water pools in the booth. • The room is uncomfortably cold, even with the radiator turned to maximum - was told later radiator doesn’t work at all because it’s not winter time. The temp outside at night was 48F. • The hairdryer barely functions.

Furthermore, I had booked a luxury suite specifically advertised as having a bedroom with a king bed and a separate living room with a Murphy bed. I needed clearly divided spaces, which is why I chose this option. However, the door between the two areas does not close, rendering the “suite” essentially a single room. This is deeply misleading.

This experience has caused unnecessary stress, discomfort, and inconvenience, and I feel the property listing was...

Beautiful place to stay, situated in the heart of Prague old town, just round the corner from Charles Bridge and a few minutes from the old town square, ideally located for bars, restaurants, attractions and transport links, despite being in a location where so much is accessible the Aurus is in a nice quiet spot and there is little noise during the night or early mornings. Please note the Aurus is a residence, not a hotel !!! there is no reception or dining room at the Aurus, but with plenty of cafés and bars right outside the door, food is not a problem. There is no reception (hence the 3 star service rating) but anything you need just send them an email and they'll deal with it straight away (I emailed at 11:30pm to say the lift wasn't working, thinking it would be fixed in the morning but they had an engineer out and it was repaired, quietly, within 20 mins), check-in and check-out is done at another location a few minutes walk, a couple of steets away, where key cards are given for secure access to the Aurus building and your room. Rooms are extremely clean, beautifully decorated and well equipped, and I would certainly go back and stay in this residence again on a future trip to Prague.

Been back to the Aurus for a second visit, and access to the building and rooms is now done through a security keypad on the doors, the operators will issue you with a unique code which simply needs entered into the keypad and the building or room door is unlocked, so no longer any need to go to the other building to check in or check out, just arrive on the arranged day, and close the door behind you when you leave at the end of your stay. So even more reason to recommend this place for a visit to Prague.

Would also recommend using Prague Transfers to get from the airport to the hotel and back, very professional private driver service, who will be at the airport when you arrive, and will be there at your hotel when you've asked to be picked up to...