When booking a hotel online, especially in Europe, it’s easy to assume that certain amenities—like air conditioning—are standard. Unfortunately, as I recently learned the hard way, that is not always the case. My experience with the “Prague City Residences” serves as a cautionary tale for American travelers who rely on platforms like Booking.com without thoroughly verifying the details of their accommodation.
The Booking That Went Wrong
Before my trip to Prague, I booked a stay at Prague City Residences through Booking.com. The listing advertised it as a three-star hotel, leading me to believe it would meet the basic expectations of that category. In the U.S., a three-star rating typically includes a comfortable, well-furnished room with amenities like air conditioning, a reception area with helpful staff, and a reasonable level of service.
I had informed the hotel in advance of my late arrival, and they confirmed that checking in after 10 PM would not be an issue. However, what awaited me was a completely different reality.
A Rundown Dump with No Air Conditioning
Upon arrival, I followed the self-check-in instructions and retrieved my key. The moment I entered the room, I knew something was off. The furniture was sparse, cheap, and barely functional. The bedding and towels were of poor quality, and there were no real amenities. But the biggest issue? There was no air conditioning.
It was a warm night in Prague, and the room was stiflingly hot. I searched for a thermostat, a fan—anything—but there was nothing to provide relief. The idea of staying for 15 nights in such conditions was simply not feasible.
(The featured image is not the actual property, but an artists rendition of the horror I felt that first night.)
Seeking Help, Finding None
I immediately returned to the front desk, only to find that the only staff present was a security guard who did not speak English and was far more interested in watching television than assisting me. Unable to get any help from the property, I turned to Booking.com’s customer service. Their representative assured me that they would contact the property and request a cancellation on my behalf, making it seem as though the issue would be resolved smoothly.
Given that it was late at night in a foreign city, I had little choice but to book alternative accommodations. I did so only after attempting to resolve the issue with the hotel and Booking.com.
The Hotel’s Lies and Booking.com’s Indifference
A few days later, I was shocked to receive a message from Booking.com stating that the hotel had marked me as a no-show—a blatant lie. Not only had I checked in, but I had physically been inside the room, spoken to the security guard, and contacted Booking.com from the property. The hotel then refused to issue any refund and instead tried to charge me for the full two-week stay.
I reached out to Booking.com again, explaining that the hotel’s claim was false. However, after an initial exchange, I was cut off from further communication with the hotel through Booking.com’s platform. Booking.com sided with the hotel, refusing to intervene or assist me in securing a refund.
This is one of my only negative interactions with booking.com and I am very disappointed in the way they handled this situation.
Fighting for My Money – Two Months with American Express
With no other options left, I filed a dispute with American Express. The process dragged on for two months, during which the hotel provided false information to AmEx in an attempt to justify the charge. They continued to insist that I had been a no-show, despite the clear evidence to the contrary.
Fortunately, after multiple rounds of back-and-forth with American Express, they ultimately ruled in my favor and refunded my money. However, this was two months of unnecessary stress and effort—all because of a misleading hotel listing and a booking platform that refused to protect its customers.
If you’re traveling internationally, I strongly recommend having an American Express card. When dealing with the Prague City Residences, American Express’ customer service agent reassured me with a statement I’ll never forget: “American Express has always got your back.” And in my experience, that has been 100% true.
With exceptional dispute resolution, top-tier customer support, and global acceptance, having an AmEx card can give you peace of mind when unexpected issues arise. Don’t travel without protection—apply for one today if you haven’t already!
Lessons for American Travelers
This experience taught me several valuable lessons about booking hotels in Europe, and I hope it can help fellow travelers avoid a similar ordeal:
- Never Assume Basic Amenities Like Air Conditioning – Unlike in the U.S., air conditioning is not a given in many European hotels, even in the summer. Always check the fine print and, if in doubt, contact the property directly before booking.
- Be Skeptical of Star Ratings on Booking Sites – The “three-star” label on Booking.com turned out to be meaningless. Research beyond the platform’s rating system and check independent reviews.
- Know That Booking.com May Not Help You – If an issue arises, don’t expect Booking.com to be your advocate. Once a property refuses a refund, Booking.com often washes its hands of the situation.
- Use a Credit Card with Strong Dispute Protections – American Express ultimately got my money back, but it took persistence. If I had paid with a debit card, I likely would have lost my money entirely.
- Book Flexible Rates When Possible – In hindsight, choosing a refundable rate would have saved me a lot of hassle. If you’re unsure about a hotel, spend the extra money for peace of mind.
Final Thoughts
My experience with Prague City Residences was a frustrating and costly reminder that not all hotels live up to their listings, and not all booking platforms will stand by their customers. If you’re planning a trip to Europe, do your homework, read reviews carefully, and always double-check important details before committing to a reservation.
