How do I search for the most suitable accommodation?

1 star
Simple equipment, usually shared bathroom, only one room

2 stars
Simple equipment, shared bathroom, sometimes private (not usual), breakfast included (except if it is an apartment with its own kitchenette)

3 stars
Nicely furnished and equipped rooms, private bathroom, breakfast included, telephone, usually there is a lift and a restaurant, reception usually open 24 hours per day

4 stars
En suite bathroom in all rooms, 24 hour reception, breakfast included (continental or buffet), mini bar, air-conditioning, money exchange, hair dryer, lift, safe, internet access

5 stars
Excellent service, en suite bathroom in all rooms, room service, luggage service, 24 hour reception, breakfast included (continental or buffet), mini bar, air-conditioning, money
exchange, hair dryer, lift, safe, Internet access, fax

What is meant by different categories 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.

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 us 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).

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 us, 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.

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 been 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.
Usually the owners of apartments require the payment to be made in cash in CZK (Czech Crown-official Czech currency), so please always double check the payment conditions in the apartment.

Can I pay for my stay with a different credit card than the one I provided details of in my order form as a guarantee?

Yes, you can pay with a different credit card.

How secure is the Online-Prague website and order form as they will contain my credit card details?

We use the SSL protocol protected by certificate, so all your information entered on the order form, especially the credit card details, are secure.

Do I get any discount if i am a regular customer and book accommodation with you?

Our prices are generally lower than the prices that you would pay directly to the accommodation establishment. We make it a priority to keep you satisfied so for frequently returning clients we offer a discount.

Are you offering a quantity discount?

Yes, but it depends on the specific situation.

On the Internet I found a better price for the room; is it possible to gain a discount from you?

Yes, we will reward you if you send us the website where you found the lower price, and will make arrangements with you to improve your conditions.

Hotel Policies, Facilities and Services

What are the check-in and check-out policies and the others?

You will find the accommodation's policies section on its main page. The check-in and check-out times can be found at the top of the page. Please note, that some pensions are not open 24 hours-per-day and that 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 of the services the property offers and whether or not they have a non-stop reception?

All services (free of charge/extra charge) can be found on the hotel/pension/apartment's homepage. 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 any cancellation via email, by
fax +420 325 551 512, or in case of emergency, by phone.

Do I pay any cancellation fee?

The cancellation fees depend on each establishment's booking conditions, which you will find on its webpage. Please note that in most cases it is the price of a 1 night stay if you cancel your reservation within 48 hours.
Please note that the cancellation conditions for a group/longer stay might be different.

Is it possible to receive a refund when I have already paid in advance and 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 also be charged for any modification of my booking?

Any modification of the booking will depend on the booking conditions of each establishment, found on it's webpage.

Contacts

I have a common question but I do not have regular access to the Internet.

Call us on + 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 such urgent situations.

When do I get the emergency telephone number?

a. After you receive the final confirmation.
b. If you order the transfer service, the driver will hand 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.

Complaints

What happens if I experience any inconvenience upon my arrival at the
hotel what is the process ?

Just give us a call on our emergency number. We are here for you and will help you.
We want you to feel good during your stay in Prague and the Czech Republic.
All common problems need to be registered during your stay to help us solve them as quickly as possible.
If any urgent problem with the accommodation occurs, the provider is obliged to solve it immediately on site.
a. If you find any serious problems on the side of the accommodation provider during your stay, they will be responsible to make amendments to you.
b. If there will be any other serious problems, which can not be solved directly on the spot, please contact us and we will be glad to assist.

Transfer

In the past I had a bad experience with a transfer service. Will I be safe with the transfer service organized by you?

Our drivers are professional and they will take care of you all the way to your chosen Prague hotel, pension or apartment.

How to meet the driver:

The driver will wait for you at the Airport, inside of the arrivals hall, with a board ONLINE-PRAGUE.COM / with your name on it, or in front of the exit from the terminal gate, directly in front of the arrivals hall.
If you arrive via rail, the driver will wait for you on the appropriate platform; please do not leave the platform unless you have met him. If the driver is not there, please give us a call on our emergency number
Please note, that if your flight is delayed the driver will be informed from our side and we always check the time schedule on-line and will not charge you extra in this case.

How to meet the driver on your homeward journey (from the hotel, pension or apartment):

The driver will provide you with our business card, containing our telephone number, to inform us of your desired pick-up time (please inform us at least 24 hours in advance) and he will pick you up at the reception or in front of the apartment at the agreed time.
This system is also valid in case you change your pick up time.

Where can I order the transfer service?

You can order the transfer using this form

What happens if my flight is delayed and I will not arrive on time?

You should call us before departure and tell us approximately how long your delay will be.

Do I have to pay any penalty if I arrived later and my transfer driver has to wait for me?

In the case of any flight delays affecting your arrival you will not pay any penalty.

Is the transport reliable?

Yes, it is. Our drivers will pick you up at the pre-arranged time directly at your hotel or at the airport.

What language do the drivers speak?

All our drivers speak English.

Is it possible to organize transport also outside of Prague?

As standard we have transfer services to these cities: Český Krumlov, Karlovy Vary. If requested we also arrange the transfer service to other beautiful cities in the Czech Republic.

Is the price fixed for the transfer?

Yes, your final confirmed price will not change.

Where can I find the cancellation policy for the transfer?

By clicking booking terms and conditions

Will I pay any cancellation fees for the transfer service?

If you will realize the terms of the 24-hours-prior-to-your-arrival conditions you will not be charged. Otherwise please read carefully the information here booking terms and conditions

Solutions to Problems

How should I react when the hotel staff do not want to accommodate me?

a. Please double-check your booking to make sure you have the right address.
b. Contact us on our number.

What should I do if the driver doesn't arrive to pick me up?

a. Double-check your booking confirmation to make sure you filled in the right date and time.
b. Please stay calm; sometimes traffic is very heavy in Prague and can cause delays.
c. Call us on our emergency number.

Can I change the order if I feel the hotel is not suitable for me?

Yes, you can choose another hotel, pension or apartment. In this case your pre-booked hotel has the right to charge you the standard cancellation fees.

Additional Information

Where can I find entertainment in Prague?

We have prepared information leaflets containing this vital information which can be given to you.

Would it be possible to organize leisure time activities for me during my stay?

Yes, we will be glad to assist you.

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