In July 2022 we stayed there, during the night the reception is left alone and guests enter with an electronic card, that night a thief violated the hotel security and entered, he tried to enter all the rooms and managed to do so in my parents' room , took my mother's purse and stole the cash EUR 1,100, her ID card and passport; Due to fatigue and their age, my parents did not realize this until the next day, when we did not see the bag we announced to the hotel about the theft, at first they did not believe us, when we saw the security videos we corroborated what I have said, the only thing What Roberto, the hotel manager, did was call the police to file a report and offer us to stay one more night for free, which obviously we didn't do because we had to go immediately to Vienna to get an emergency passport for my mother since she was in Prague. There is no Colombian embassy, Vienna was not in our plans, everything was extra cost and we had to change the itinerary. After this the hotel never contacted us to replace even in part some of what was lost, it was always me who contacted them, they said that we were responsible because perhaps my parents did not secure the door properly, which could not be verified, always with evasive, that they were talking to the insurance, that they had no answer, that they were on vacation, that the police, etc, etc,,,,, the hotel did not want to pay a single euro to replace something, they offered us free accommodation or friends or family on our next trip (I don't know when I will return to Prague and even if I did I would never want to stay there again nor will I recommend it to anyone). In August 2022 he told me that perhaps the insurance would recognize half of it, then in September 2022 and from then on he never answered my messages again, he left me in seen,,,,, they never recognized anything from this theft to us, I don't want to go back to I will never stay there again and I do not recommend it to anyone!! Clara Olaya - Colombia.
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