Hostel Florenc — Hotel in Prague

The hotel manager Pavlina, (I think her last name is Dobruska) gave me a fragmented, incomplete, "copy/paste" answer to my complaint against 2 of the hotel's employees' racist and outrageous behavior towards me. These employees are Mr. Michal Sobotka and Ms. Katarina (Katja) Bencikova and they behaved in a racist and outrageous manner towards me, although I was a hotel paying guest. Ms. Katarina Bencikova was even screaming at me in an out-of-control manner and told me not to come back again. Right in the hotel's front lobby, in front of others!

Manager Pavlina answered almost none of my complaint points, clearly showing that she also doesn't really care and that my complaint probably went into the hotel's trash can. Where was she (manager Pavlina) when I specifically asked to talk to her twice, on 2 different occasions? Hiding under her desk in the back room? Where was she when there was a loud altercation for 10 minutes in the front lobby between me and employee Katarina Bencikova?

Why did manager Pavlina not answer my point about discrimination, when another, very young guest was allowed in his room at 8.30 am and me not, I was only allowed to move in at 2 pm, 5 and a half hours later! Especially when I am 65 y.o. and in distress and the young guest is barely 26 y.o. and looked fine?

Why was I not allowed even in the hotel lounge, even after I had paid for the room, and another (departing group) was? They were on their way out, I was on the way in so I should have priority or at least the same rights.

And finally, I do not believe that my room was ready only at 2 pm sharp. How about 12.35 pm or 1 .20 pm or at 1.55 pm? It wasn't ready then it suddenly became ready at 2 pm? Why was the young guest I mentioned earlier allowed in his room at 8.30 am, why was his room cleaned so early?!

Both your employees, Mr. Michal Sobotka and Ms. Katarina (Katja) Bencikova are racists and should be fired . Your hotel's policies are not fair and they are targeting tired and defenseless tourists because they need to leave soon so they are easy targets. Manager Pavlina needs to do her job way way better and be there...

Unprofessional staff experience

(Updated)

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My review is defiantly for HOSTEL Florenc, so don’t even really try to push responsibility to HOTEL Florenc. This is out of profession ethics. ——————————————————————— I booked it via Agoda.com a night before I got there, however, when I arrived, they had pretty much all details wrong except my full name and type of room I reserved.

The male staff looks more senior said he never had any customers booking from Agoda.com and he even said he didn’t know what is Agoda😳

Then he asked a bit more money than the website stated, even tried to make it like their policy. I reject him and claimed I would only pay the price for the reservation; at the end, he back down and said he would give me “promotion” and let me pay what I should really pay.

Then he even showed the booking details they print out from Booking.com, and I explained that’s not the platform I made booking, he insisted to tell me to contact Booking.com customer service 🙄 while I saw the booking paper they printed, it stated” this booking is reserved from a business partner of Booking.com”, don’t not refer customer to contact Booking.com”….and I showed these sentences to the male staff, he just push all the responsibility to Booking.com anyway.

This male staff shows almost zero understanding about how entire booking system works, and I didn’t hear any apology for him regarding making customer’s booking details wrong but only showing his unprofessional behavior and attitude.

Last but not least, the hostel location is at Prague 8, whereas is far away from city center(Prague 1).

I will never book this hostel again, even it’s free. I care customer service and location...

This Hostel is a nightmare! I don't know where even to start and i do not understand all these positive reviews, that made us land in this loud, stinky, dirty, uncomfortable and unfriendly place. Loud: you re sleeping next to the buses, when I look outside the window i can look down on them, that's a bit too near to the central bus station for my taste, construction work and loud announcement, you could also sleep outside there would be no difference.Stinky: it stinks terrible from the bathroom.Dirty: Question to the hostel: Do you even clean up or just pretending? I am not the type to expect everything to shine of cleanness, but a basic cleaning is not too much to ask for. Uncomfortable: it feels like being in a hospital where you want to leave as soon as possible.( positive thing: you get to see more of the city yay! ) Unfriendly: We asked for coffee after we've been a few minutes late for breakfast, but that was also too much to ask for. We tried to explain all this behavior due to the low budget hostel, but after comparing to other hostel I think this one is pretty " expensive" for having nothing. And one last thing to add: You don't meet other travelers here. They were smart enough not to book a room, where there is absolutely no value...