Accommodation
How do I search for the most suitable accommodation?
What is meant by different catagories of room?
a, Single room - mostly one room, with one bed. It could also be a room containing a double bed. This room is allocated to one person only. An extra bed is not included.
b Double room - mostly only one room, with a double bed. This room is designed for two people. Generally it is possibile to request an extra bed.
c, Twin room - it is the same type of the room as a double room but beds are separated.
d, Triple room - a room available for three people.
e, Apartment - a private flat, which has normally equipped separate rooms. They are better situated than normal rooms. Most of them have their own kitchen.
f, Attic - a garret room of higher standard.
g, Mesonet - a room composed of two floors connected by stairs.
h, De luxe - the highest standard of room in the hotel.
Maximum rating = 5 points.
1 point (quality of the information)
We would like to give you as much information as possible. If the property has this classification, the information is actual and reliable.
2 points (friendly staff)
We want you to feel comfortable in the hotel and that is why it is very important to us that you are safisfactied.
We communicate with the property and the property staff every day and if the communication is friendly and helpful, we appreciate this and classify this hotel as highly recommended.
If the property has this classification, it means we know the people we deal with there personally. The requirements of the client are our priority.
3 points (practic expierence)
We were in the property in person, we spent the night there and we have tried the services they provide. There is no way to get a better impression than to try it yourself.
4 points (feedback)
We have never had any negative feedback with this hotel during our cooperation.
How do I find suitable accommodation on your website?
Through the quick search pages on our website.
By the location, standard, price and name...etc
Through the "contact us" form on our main page and choose the category “request for information”
I don't have time to search for accommodation via yours web pages, could you help me find some?
Yes, of course. We will help to find suitable hotels in Prague for you.
It is easy.
Write to us which accommodation you are looking for and we will do everything necessary.
Do I have to pay for this service?
No, we are here for You and this service is totally free of charge.
How do I know if the suitable accommodation will be available?
It is not possible to keep on-line the state of each accommodation, which changes hourly. This is why we are here for you. If your chosen hotel is full, we will offer you another. It is up to you which offer you choose.
What types of rooms do properties offer?
Hostels offer rooms for more people, for example triple bedded rooms, six bedded rooms or dormitories (many people sleeping in one room).
Pension (family properties) usually offer single, double, twin, triple, or occasionally suites.
Hotels also offer single, double, twin, triple, quad, or suites.
Apartments (private houses) offer more rooms, separately from each other, each with its own bathroom, or shared bathroom, some of them with their own kitchen and can be described as one bedroom apartments, deluxe suites, or junior suites. PLEASE NOTE !! The apartment does not have a reception.
What is the difference between these types appartments?
The difference can be in the number of rooms (for example a single room consists of only one room, or a suite consists of 2 or more rooms), the number of beds, or how the beds are situated – for example if you would like to book a room for 2 people it can be a double room (with 1 double bed, or a king size bed) or it can be a twin room (with 2 separable beds or 2 single beds).
What is the check-in and check-out process in the properties?
Hostels and Pensions have the reception open only for part of the day. It is important to let us know the approximate time of your arrival.
Hotels - most of them have a 24 hour reception (from 3* hotels upwards).
Apartments - there is no reception, you have to contact us in advance via
contact form or by phone + 420 603 75 77 85 to let us know the approximate time of your arrival and we will inform the owner so that he/she will await you at the apartment to process the check-in (this is only possible when you organize the transfer through us).
Reservation Process
STEP 1
FIND ACCOMMODATION
Here you can search for suitable accommodation.
STEP 2
VIEW ACCOMMODATION
Here you will find all information about your chosen accommodation.
STEP 3
SELECT ROOM
Here you will find all information about your chosen room. Enter your e-mail address for the booking process.
STEP 4
SEND ORDER
Here you can fill out the complete order form and click to 'SEND' order.
How do I book my accommodation?
Unfortunately we do not accept bookings over the phone, or via e-mail; we need to receive your completed order form. If you will have any problems, just contact us via
contact form , by fax + 420 325 551 512.
Why do you need my e-mail address?
We will contact you on this e-mail address.
Your e-mail address serves as proof that we have access to you, to your order, and that we are sure that it has been sent by a human, and not another computer.
How long will you keep my e-mail address on record? Is it protected?
Your e-mail address is stored only for the period of the booking process, or while checking availability for you.
It is saved in a secure database and after the booking process is complete, it is automatically cancelled.
Your e-mail address will not be forwarded to a third party.
Where do I find the order form?
First of all you need to click on the main page, where you will see the complete information and description of the chosen accommodation, and at the top of the page you will see the steps to follow. Underlined you will see the name and type of property (for example a single room, double room, junior suite, apartment…etc..). Click on it and the description of the chosen type will appear, then read through all the information which the chosen type has (facilities, equipment, services, prices, photos etc…) then fill out your e-mail address in the special box situated at the top of the page between step 2 and step 3, click on NEXT to continue, when the ORDER FORM appears, it is necessary to fill out all your details. (All entered information is protected by certificate and SSL protocol).
How do I know, that my booking is finally confirmed?
The reservation's final confirmation will be sent to you by e-mail.
We guarantee that we will reply to you and keep you informed about your order within 24 hours of receiving it. If for any reason you fail to hear from us, please contact us immediately; a common reason is an incorrectly entered e-mail address, or that the confirmation ends up in your spam or junk mail folder.
Contact us by telephone, e-mail, fax, or via the contact form on the main page.
What shall I do if my hotel is not available? Do I need to fill out new order form?
On rare occasions the requested accommodation will have beeen occupied. In such a case, we will inform you about the situation by mail with an alternative offer, and await your agreement. Please do not fill out a new order form, simply reply to our e-mail and we will be glad to assist by confirming your chosen accommodation. Occasionally this situation happens and we have to deal with the double booking.
How is my reservation guided by you in your system?
Every reservation we have in our system under your name, e-mail address and the date of sending. It's important to provide these details when communicating with us. The more accurate the information, the better we can assist you.
How many rooms can I book in one order form?
If you want to make a reservation for more rooms of the same room type, it is possible to book as many as the property offers, but if the room types are not the same, you must fill out a separate order form for each type.
Can I change the number of beds, or let's say change the room for higher or lower standard?
Yes, of course. But be aware of the individual cancellation policy written in the hotel´s info.
If the desired room in the hotel is unoccupied, it is not a problem.
Contact us by our contact form.
Do I have to pay for the change (if it's possible) and is there any fee?
If you let us know in sufficient time, with regards to the cancellation policy not coming into effect, you will not pay anything.
Pricing
Do you charge any reservation fees?
No, we do not charge any fees for the reservation, it is free of charge.
Are breakfast and taxes included in the price?
Once you have entered the date of your arrival and departure in the specific accommodation, you can find the relevant information about breakfast and taxes and if you will click on the specific room type/name, you will see all available services (either free of charge or with a surcharge). It is different for each accommodation.
Apartments usually do not provide a breakfast because most of them have their own kitchen corner where it is possible to prepare one for yourself.
Are towels and linens provided in the price?
Yes, there are the towels and the bed linens provided in each accommodation; in most of the apartments there is a fully equipment kitchen with kitchen towels.
Can I add any extra beds to the room and how much will it cost?
Yes, it is possible to add an extra bed in the rooms, but please note that it dependents on each establishment's policy and availability. Under each property's description you will find information on the possibility of adding an extra bed and the cost - if there is any extra charge or not. The price for children under a certain age might be free. If you are not sure, please always provide the information of the age of any children in the special box „special request and notes“or
Contact Us Are the rates on your website per person and per night, or per room?
The prices are always per night/per room plus if you need the price of an extra person (extra bed) this will be added separately to your price, unless stated differently; there will be an EXTRA NOTE.
Do you offer any special offers/prices?
Yes, we do offer special rates/discounts, which will be sent to you after we receive the completed order form. Accordingly we will offer you any discount. We guarantee, that the price shown in the order which you are sending to us will never rise; it will remain the same, or reduce (e.g. hot deal, last minute). If the accommodation offers any discount, it will automatically be offered to you.
Do I get any discount vouchers? (For example from magazines, tourist guides and bookstores....)
Yes, it is possible. If you find any advertisement outside our company, please enter the information in the special box in the contact form, or in the order form as a special note for us.
What are the Payment conditions; when do I pay for my accommodation?
Please note, that every property will have the booking, cancellation, payment conditions and accepted credit card information stated on the overview page, where the establishment is presented.
There are 3 possibile ways to pay for your chosen accommodation:
1. to pre-pay in advance directly into our bank account.
!!! (Please note, that you will be responsible for paying any bank fees)!!!
2. to pre-pay the accommodation in advance directly into the accommodation's bank account.
3. by providing your credit card details (number, date of expiration and cvc code) to us, which will be forwarded to the hotel as a guarantee, where you should pay upon arrival at the establisment's reception.
Mostly the owners of the apartment require the payment by cash in CZK (Czech crown-official Czech currency), please always double check the payment conditions in the apartment.
Can I pay for my stay with different credit card as I provide in my order form for a guarantee?
Yes, you can pay with different credit card
How secure is the Online-Prague website and order form to fill in my credit card details?
We use the SSL protocol protected by certificate, so all your information entered in the order form and the credit card details are secured.
Do I get any discount due to regular accommodation?
Our prices are generally lower than the prices that you would to pay in the hotel. We are making a point to Your satisfaction and for the frequent orders we will offer you a discount.
Are you offering a quantity discount?
Yes, it depends on the specific situation.
On the Internet I found better price, it is possible to gain a discount from you?
Yes, if you send us the website, where you found that, we will make an arrangement with you about better conditions. We will award you.
Hotel Policies and Facilities, Services
What are the check-in and check-out policies and the others?
You will found the property policies section on the main page, where is the hotel presented. The check-in and check-out times you will see at the top of the page. Please note, that some pensions are not open 24 hours and also the apartments do not have a reception at all. We need to know the time of your arrival in advance.
How do I know all services the property offers and if they do have a reception open non-stop?
All services (free of charge/extra charge) you will found on each page, where is the hotel/pension/apartment presented. Each of them has different services.
Please look at it carefully.
Change of booking and cancellation policy
How do I cancel my reservation?
We accept the cancellation via
Cancellation Form , by
fax +420 325 551 512 or emergency phone.
Do I pay the cancellation fees?
The cancellation fees are depending on each property bookings conditions, which you will found on the page, where is the property presented (for the accommodation it is mostly the 1 night if you cancel your reservation less than 48 hours).
Please note, that the cancellation conditions for the group, longer stay might be different.
Is it possible to refund my money back, when I already paid in advance and I want to cancel my reservation?
Yes, the money will be refunded to your bank account, if you keep the cancellation policy of the specific hotel/pension/apartment.
Will I be charged also for the modification of my booking?
The modification of the booking will dependent of the bookings condition of each property. The bookings conditions will be stated on the page, where is the property presented.
Contacts
I have a common ask and I do not have an access to the Internet.
Call us on the number + 420 603 757 785.
I have an urgent problem.
Call us on our emergency number.
What do I need the emergency number for?
Our emergency number will help you in urgent situations, if you will need help with the accommodation or any other urgent cases.
When do I get the emergency telephone number?
a, After you received the final confirmation.
b, If you order the transfer, the driver will hand over to you our business card, where all contacts will be mentioned, including our emergency number.
Is this number accessible nonstop?
Yes, this number is accessible nonstop.
Complains
What will happend if I found any inconvenience upon my arrival at the
hotel, how is the proceed ?
Just give us a call to our emergency phone. We are here for you and we will help you.
We want you to feel good during your stay in Prague and the Czech Republic.
All common problems have to be registered during your stay to solve it as soon as possible.
If there occurs urgent problem with accommodation, provider have to solve it immediately at a place.
a., If you will found out any serious problem from the side of provider during your stay, they will be responsible to make amendments for you.
b., If there will be any other serious problems, which can not be solved directly on spot, please contact us and we will be glad to assist.
Transfer
I have bad experience with the transfer. Will I be safe with transfer organize by you?
Our drivers are professional and they will take care of you all the way to your chosen Prague hotels, pensions and apartments.
How to meet the driver:
The Driver will wait for you at the Airport inside of the arrival hall with the plate ONLINE-PRAGUE.COM / your name on it / in front of the exit from the terminal gate.
If you will arrive to the railway station, the driver will wait for you at the platform, please do not leave the platform unless you will meet him, if not, give us a call on our emergency number
Please note, that in case the flight will be delay the driver will be informed from our side, we always check the time schedule on line and we will not charge you any extra cost for this case.
How to meet the driver on your way back (from hotel, pension or apartment):
The driver will provide you our business card with our telephone number to inform us about your exact time for your pick-up (please inform us at least 24 hours in advance) and he will pick you up at the reception / in front of the apartment on the settled time.
This is also valid for the change of your pick up time.
Where can I order the transfer?
What happens, when my flight is delay and I will not be at the airport in time?
You have to call us before departure and tell us approximately Your delay.
Do I have to pay any penalty, when I arrived later and transfer must wait for me?
When you will have any delay with your arrival you will not pay penalty for it.
Is the transport and the drivers reliable for me?
Yes, it is. Our drivers will pick you up at arranged time directly in hotel or at the Airport.
What language the drivers speaks?
All drivers can speak English.
Is it possible to organize the transport also out of Prague?
Standard transfer we have to this cities: (Český Krumlov, Karlovy Vary). Our transfer is also possible to organize on your way to other beautiful cities in Czech Republic.
Is the price fixed for the transfer?
Yes, your final confirmed price will not change.
Where can I found the cancelation policy for the transfer??
Will I pay any cancellation fees of the transfer?
If you will realize the term of 24 hours prior to your arrival you will not be charged, otherwise please read carefully information here
booking terms and conditions
Solved problems
How to react when the hotel staff do not want to accommodate me?
a, Control you order, if you have the right address.
b, Contact us at our number.
What should I do, when the driver will not arrive to pick me up?
a, Control your confirmation of your order if you filled in the right date and time.
b, Please calm down, sometimes is a traffic blockade.
c, Call us at our emergency number.
Can I change the order when I saw the hotel and it is not suitable for me?
Yes, you can choose another hotel, pension or apartment. In this case your ordered hotel has the rights to charge you the cancellation fees.
Additional information
Where can I find any entertainment in Prague?
We are preparing the information pages, where these informations will be given to you.
Would it be possible to organize leisure time for me during my stay?
Yes, we will be glad to assist you.
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