Onefam Old Town Hostel Prague — Hotel in Prague

BED BUGS & no money back

My friends and I planned to stay 5 days in Prage in the beginning of February. When my friend woke up after the first night, she spotted a bed bug on the inside of the curtain from her bed. We immediately told the reception and told them an expert should come to check the room. Then one guy and a cleaning lady came, the guy told me that he „didn’t see any bed bugs“ but also said that „there are bed begs all around europe“, which implicated that he didn’t really care if there are bed bugs in the hostel/didn’t take our request serious. So he told me they would do a „deep clean“. I read some old comments and clearly the hostel has a problem with bed bugs as you can see in the reviews. The „deep clean“ of course had nothing to do with a deep clean, because you can only get rid of bed bugs when you call a professional pest control/exterminator. The guys that came to check the room weren’t professional exterminators. They offered us to stay in the other hostel from old town, but they also had reviews in google about bed bugs, so of course we didn’t go there. We left after one night and the girl at the reception promised that we would get the money back for the whole stay. After leaving, she texted me that she can’t do anything and we have to text the manager to get the money back. After texting the managers mail, they told us they cannot give us the money back, because we „refused“ to stay in the other hostel. Of course we did, because there are bed bugs as well. So we never got the money back.

All in all: they do not take bed bugs seriously. They definitely should, because when you take them home, the problem goes on. They promised us a refund, which we never got and the vacation was stressful and expensive since we are students and had to pay double in order to stay somewhere in Prague without bed bugs. Very dissappointing.

My recommendation to the hostel: please hire a professional exterminator!! BED BUGS are a BIG problem. You can get rid of them if you draw the right consequences but don’t ignore...

I'd like to preface this review by saying that I've stayed at previous OneFam hostels and have absolutely loved it which is why I decided to choose this hostel for my stay in Prague. But my experience with the hostel and one particular staff member was incredibly disappointing.

I had booked a five night stay checking in on 27 October and checking out on 1 November. On 28 October in Room 6 (14 bed mixed dorm) I discovered a bed bug on my bed. I realised it was indeed a bed bug after I squished it between my fingers and blood exploded from the bug. After discussing with the front staff, there were no alternative beds to move to in either OneFam Old Town or Home so I had to book at another hostel for my four remaining nights in Prague.

I requested a refund after speaking to the front desk but was asked to send through an email through which I did on 29 October and again on 3 November with no response as of the writing of this review. Despite not receiving a refund and still being a paying guest, I was also denied entry to the hostel to socialise with the people I'd met at the hostel earlier during my stay. Not only was this incredibly humiliating in front of many other guests but the way I was treated by one particular staff member was just flat out rude.

I'd like to also raise that (1) this was only my second day when I discovered the bed bug and (2) many travel friends I had met over the course of my trip we're staying at this hostel too so I had no incentive to move elsewhere nor did I want to if it weren't for the bed bug.

I never usually write negative reviews but please book...

Beware, mature travellers,

I am a long-term 54-year-old world traveller and blogger and my experience with booking this Prague hostel was the worst I have had to date.

I booked quickly and did not read that they did not accept travellers over 40 years (RES ID 0060719404849); it wasn't stated on the booking form. When I read the confirmation booking email and realised the age policies, I immediately emailed the hostel and asked if I was able to stay. I was told "no" so I cancelled. There was no loss to the hostel, yet they charged me 1, 399.50CZK - the full amount for my upcoming stay.

I then read the hostel website, including the terms and conditions and found nothing about age limits for the Prague hostel. I queried this and later I was provided with what I believe were updated and different terms and conditions.

I asked for my money back more than three times over the following months. Initially they told me that had a "Strict no refund". But later theya refused to engage with me.

"Strict no refund" policies are only inflexible rules invented by this company. When I went to book another hostel - Sophie's Hostel in Prague their booking form indicated I had an age limit but at least it was visible and I was warned before booking. I contacted them and they said as long as I understood the hostel was primarily for younger people they were happy to accept my booking. What a contrast from this hostel's policies. I stayed at Sophie's Hostel and recommended...