Hotel Bílá Labuť — Hotel in Prague

We arrived after a long journey, hoping to rest and enjoy beautiful Prague. Unfortunately, the so-called “Luxury” Bila Labut turned out to be a great disappointment.||At check-in, we were told we could pay in euros, but that no change would be provided. We had the exact amount prepared, yet our payment was refused because the banknote was supposedly “an old version,” even though it was in perfect condition — not damaged or worn in any way, as the reseptionist Yana later falsely claimed in her reply to my Booking comment. The receptionist could not clearly explain the reason for the refusal, and we had to go exchange the money. We’ve stayed in many hotels in the Czech Republic and have never encountered such an issue before.|When I mentioned that the hotel’s rating doesn’t reflect reality, and that such an attitude could affect it further, she replied: “Then why did you come here? Book Hilton instead. Do you think your one comment will change anything?” and laughed. Such behavior towards guests is completely unacceptable.|The room condition was far below expectations. We were given a room with two beds pushed together, despite requesting a twin room. When the beds were separated, we found dust, crumbs, bits of paper, and even nail clippings underneath. The bed linen was grayish-yellow from age, with a hole in it. The curtains were stained and discolored, the windows had mold and cobwebs, the walls were dirty, and the carpet was old and covered with stains.|After leaving a review on Booking, the same receptionist, instead of offering an apology, replied with distorted information, taking advantage of the fact that guests cannot reply to management responses.|She claims that the room “was clean” and that it simply “didn’t meet my expectations,” and that they “treat guests with respect.” However, I fail to see this respect — placing guests in rooms with dirty curtains and old bed sheets, and responding to feedback with dismissive comments, is not professional service.|No professional hotel employee under any circumstances would ever say to a guest: “Then why did you come here?”|If we talk about safety, the only thing that truly felt unsafe was staying any longer in this hotel.|We decided to leave the hotel. However, the administration marked our booking as a “no-show” in order to charge us for the stay — even though we had checked in and seen the condition of the room with our own eyes. This kind of dishonest behavior perfectly reflects the overall attitude of the hotel management toward their guests.|The demand for cleanliness is not a special request — it’s a basic right of every paying guest. The very least one expects is a clean room, fresh linen, and polite treatment. Unfortunately, none of these can be found at the Luxury Family...

I want to start with this hotel in bullet points. I have booked a triple room or 2 nights. In one word "terrible and disgusting". It was as much luxury as a bald man has a family name of hair.

The room was not triple and it was a two plus room with very small and think mattrace whicb I hardly could fit in it. When I complained they said it is how a triple room looks like !! I show them how a triple room is and they said we do not have such a room (but they rent the room as triple) The hotel is not looking like a 4 star hotel and it looks to mkre like a

2 star one. Everything is small and old and dirty!

The blankets were dirty and when I complained they said that they will change it. After I returned at 11 p.m. I saw that they did not change it and also the towels which I marked them and left them on the ground are hanged as washed ones!!! I called tge reception and waited 30 min till they bring new ones.

They toilets were dirty with old materials and water was coming out to the ground when we were using the flush.

There was only one electricity plug in the room so we had to charge our phones one after each other. Thanks to fast charging technology of our phones we could have our phones switched on!

Internet was not working all the time !! I did not use it at all and finish all my mobile data simply since the wifi was not working. I talked to reception and they said since people are using it, it is not working for you!! I was so surprised with their logics!

Very bad breakfast with old materials. The fruits were old and disgusting. There were only 2 persons working tgere ans there was not enough plates. They were washing them and putting them back again completely wet with a lot of water inside the plate.

Summary: they are fraud and I am not sure how they could get 4 stars. The service and cleanness was terrible. Everything is dirty and old and they do not change cober of blankets and towels !! It was the most terrible stay of my life in a...

Unfortunately, I encountered a rather frustrating issue during the check-in process, and I believe it's important to bring it to your attention.||Here's what happened: I arrived at the hotel before the primary guest, who had made the booking. I informed the lady at the reception that the primary guest would be arriving later in the evening and asked if I could check in before them. Just to clarify, my name was on the booking as well. However, instead of accommodating this request, I was told that I needed to make the payment right away.||I explained to the receptionist that the primary guest was responsible for the payment and would be arriving within the next 10 hours. In all our previous stays at your hotel, this was never an issue. To make things more complicated, both our passports and the credit card used to book the room were in the possession of the receptionist.||The receptionist's behavior left much to be desired. She was unreasonably difficult and uncooperative, refusing to let me into my room. When I asked if I was supposed to wait at the reception for 10 hours, she seemed indifferent to my situation. As someone who travels frequently, I've never faced such a problem before. Typically, it's common to settle the payment the next day or upon check-out. During this interaction, I not only felt unwelcome but also somewhat like a potential wrongdoer trying to avoid paying.||Regrettably, I had to use my personal credit card to settle the bill, which will cause me some accounting headaches down the line. This is disappointing, as my past experiences at your hotel were always positive and hassle-free.||I'm disappointed by the lack of flexibility and customer-friendly approach displayed by your staff in this instance. Because of this experience, I'm reluctantly saying that this will be my last visit to your establishment, despite being a loyal guest in the past. It's disheartening to see such a decline in the level of service and understanding of...