Luxury Family Hotel Bílá Labuť

Worst experience of my life. They have bugs, dirty rooms and bed fulls of stains and hairs from previous guest. On top of this they refuse to repay us. Even booking refuse to repay us. DONT GO HERE! It's a 4 star hotel and we paid 537 euros for this

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 customer needs.