Boutique Lofts apartments — Hotel in Prague

I booked an appartment with balcony 2 months ago and paid the totality directly (except the parking). And the day when we arrive, on our way home, I received a call from hotel, and told me that the reception will be closed at 7pm and I need do self-check-in and all information about it i will get by SMS. I asked about my parking place and she seems forgot my reservation for parking and told me she will check and call me back. After 2 minutes I got a SMS to inform me about self-check-in with a lockbox to get my key. But I wait quite a while she did not call me back for the parking so I made the call. Then the lady told me the SMS was wrong and I will get second one with correct info and for parking I should call her when I arrive. |So, all problem start there, after I arrive, for check in, it goes totally crazy: |1. I find the lockbox and put in the code to open it, with the code I got in second sms I could not so I tried the one in first sms, then I could open it and got the key. So I thought maybe the lady just get confused with sms. But to get in the parking, I called 2 times no body answer, then I see the reception still keep light so I try to knock the door, a lady open the door and complain that it is not her working time and reception is already closed, and ask me why I do not call. I explained that I did but nobody answer. So she opened the parking garage door for us. |2. I get to my appartment 322, and realize the key I got is for 302, when I want call the lady, I see 2 missed call from her so directly call back. She was so angry on phone and said “you booked one appartment you can not take 2 keys!” So I go to her office directly and she ask me why I take 2 keys. I said “i haven’t, I have no key from 322, only this one.” Then she ask me re-read the sms and go to take my key. I try all to explain to her what’s happened when I take the key in lockbox but she goes wild and start complain again that’s out of her working hour and as guest I should check well all info in booking because it write clearly check in until 7pm. Even I invite her go to show me where is my lockbox for the key, it is only 10 meter away but she refused. So I tried again, finally I found out, upstairs there is 3 more lockbox with keys and my room card is in one of these lockbox. |3. When I come back with the room card of my appartment, she grabbed my room card from my hands and said “you were already in appartment 302, so I can not offer this appartment to my other 2 guests, you should go to 302”. I said “I even do not know where is 302, I was in front of the door of 322 when you call me, and we are 6 persons, how can you now ask me change my appartment with 2 persons?!” Then she still keep my room care with her and do not give me and continue complain that all are my fault and I was impatient with her colleague on phone because of parking, but I was totally patient and just ask her “please make sure for parking”. Then she said “you even did not pay parking yet!” I said I pay now. She bring me to her office and asked me pay, when I ask my receipt she said she send me by email, but I got it only after check out.|4. Then by doing my payment of parking, she continue complain and say all are my fault and I should check booking condition. I say but as Hotel host you should also inclu all important condition in your confirmation email. Then she say “if you are unsatisfied with us, I can cancel your reservation! “. But it was 20:30 evening and we are with grandparents and a baby of 3 months old! I paid the totality of this appartment two month ago already! That’s really threatening me!|5. Finally after 3 times said “ it is ok, I do not want discuss anymore, I just want my room card and go to my room, baby is crying in car since half hour”. I got my room card. |After get in this appartment, I saw, bathroom sink is totally blocked; floors-to-ceilings Windows can not open (when I try to open it, it looks like will fall down) so we can not use balcony; WiFi can connect but no internet connection; there is no shower curtain in the bathtub, also not way to block bathtub, so if you do not want to have water everywhere in your bath, you can just sit down in your bathtub for a quick shower; Sofa if full of some small black dirts, I even do not want sit on it.|Second day in the morning, I saw a cleaning lady and try to explain to her only the 2 first problem with body language and photo I made, but evening come back, she just gave some new towels. So did not understand, no problem. I write a sms to the lady and ask her fix these 2 problem next day. she call me back directly and promise send somebody for it at 9 am next day. So next day we wait until 11:30, nobody come and I send her afternoon a message nobody answer. Evening come back to appartment, the building door was closed! We have no key of building door as it supposed to be open always! I called all numbers from this hotel but nobody answer! We wait for more than one hour! And finally somebody come out and we could get in! Baby could wait in car but as he need sleep and take bath before, he did cry more than one hour in car! And I did wait at 4 degreeC outside for get in the building! I also wrote a sms to this lady ask her how should I do and like last time, no answer. And next day after check out, the lady wrote to me and said that Handwerker was in appartment and sink was not blocked and windows were all good, and the evening before she got no missed call. Until I send her picture from sink I made and a screenshot from my call history, she call me and apologize. |I live in Europe since 13 years and travels around Europe with my family every year, wherever in Europe, with hotel or guest appartment, we never meet this kind of host! Unreasonable , irresponsible and even rude! |I never gave back feedback to one hotel or restaurant, normally when I am not so satisfied I choose to ignore. But this time, it is out of my limit! I hope booking can be reasonable to keep the real feedback! And please check also feedback from google and TripAdvisor, seems I am not the only one to gave such...

Our stay at Boutique Lofts was so appalling that we only stayed one night before booking into a different hotel. ||||I should have taken the one word email responses as a sign, however I overlooked this and assumed it to be a language barrier.||||Upon arriving at the apartments, we went to reception where we were ignored while he continued to watch the TV. He eventually looked up, and we proceeded to check in. We were told our room might not be ready, however he gave us a key nonetheless for us to arrive at our room filled with other people's belongings. We then left our luggage at reception and went into Prague. ||||When we returned at 6pm to the apartment reception to collect our luggage, it was empty and locked. We were told that reception was open until 8pm. We then phoned the contact number on the door, to which there was no reply the first few times. Eventually, the man from reception answered the phone. He then returned about ten minutes later for us to collect our luggage. At this point, we had been waiting thirty minutes to collect our luggage.||||Once we had our luggage, we made our way up to the apartment for the first time. It did not look like the pictures... The layout was similar, however here is a list of things which did not match the pictures or description:||- there were two single duvets for a four person apartment as well as only three pillows. ||- there were three mugs and one glass (as mentioned, for a four person apartment) ||- the headboard of the bed was ripped and damaged. ||- the shower curtain looked like an angry chihuahua had been chewing the bottom. ||- we paid extra for a balcony with a 'city view' - this was absolutely not the case. Our view was a brick wall (picture attached) ||||Currently it sounds quite petty, but the worst is yet to come.  When we returned to our apartment later that night (around 9pm) it was filled with the sound of 1057 voices (approximately..). There were: screams, shouting, people pushing other people down stairs, banging, one man using his belt buckle along the bannister like a xylophone, singing, music, fighting, and all other fun stuff you want to hear of an evening. As mentioned, it was 9pm, so we let it go as we know the hotel has a noise policy that claims individuals making noise after 10pm will be fined in concorfance with Prague's 'quiet times'. But it continued until 2am (we somehow got to sleep at 2, so it may have persisted longer). By 12am, the noise was now not just from inside the building, but also outside. This included however was not limited to people being sick outside the doors, and screaming, shouting and playing music. We had been awake for 24 hours at this point, which obviously wasn't the apartments fault, however the noise just went on and on.... At 1:30am, we were so frustrated we looked out of our balcony to see the man from reception was downstairs with all of the people making the noise. We didn't feel as though we could say something as he was clearly down there, so instead we laid in our shredded bed, and complained silently to ourselves... We then decided we couldn't stand it for another night, and booked ourselves into a new hotel for the following night (if you're looking for one by the way, the Corinthia Hotel is lovely!!). ||||The following day, we went to check out at reception to tell him that we were leaving early, but nobody was there  (it says it opens at 8am, this 9:30am). We instead put the keys in a self checkout box. Now we aren't particularly fussy (i.e. we've stayed in some dirty dives and it hasn't been a problem) but this was something else. In summary: Prague is lovely, Corinthia Hotel is lovely, and Boutique Lofts is not pleasant to say the least (there was a big fridge-freezer though)...||||We are discussing this with booking.com, and maybe we did just have a bad experience with other guests etc, but having seen the man from reception clearly listening to all the noise and doing nothing, I can't say I would have much faith in this not...

Review parte 2, please read parte 1 at first:

After get in this appartment, I saw, bathroom sink is totally blocked; floors-to-ceilings Windows can not open (when I try to open it, it looks like will fall down) so we can not use balcony; WiFi can connect but no internet connection; there is no shower curtain in the bathtub, also not way to block bathtub, so if you do not want to have water everywhere in your bath, you can just sit down in your bathtub for a quick shower; Sofa if full of some small black dirts, I even do not want sit on it. Second day in the morning, I saw a cleaning lady and try to explain to her only the 2 first problem with body language and photo I made, but evening come back, she just gave some new towels. So did not understand, no problem. I write a sms to the lady and ask her fix these 2 problem next day. she call me back directly and promise send somebody for it at 9 am next day. So next day we wait until 11:30, nobody come and I send her afternoon a message nobody answer. Evening come back to appartment, the building door was closed! We have no key of building door as it supposed to be open always! I called all numbers from this hotel but nobody answer! We wait for more than one hour! And finally somebody come out and we could get in! Baby could wait in car but as he need sleep and take bath before, he did cry more than one hour in car! And I did wait at 4 degreeC outside for get in the building! I also wrote a sms to this lady ask her how should I do and like last time, no answer. And next day after check out, the lady wrote to me and said that Handwerker was in appartment and sink was not blocked and windows were all good, and the evening before she got no missed call. Until I send her picture from sink I made and a screenshot from my call history, she call me and apologize. I live in Europe since 13 years and travels around Europe with my family every year, wherever in Europe, with hotel or guest appartment, we never meet this kind of host! Unreasonable , irresponsible and even rude! I never gave bad feedback to one hotel or restaurant, normally when I am not so satisfied I choose to ignore. But this time, it is out of my limit! And please check also feedback from booking and TripAdvisor, seems I am not the only one to gave such...