How can I reserve accommodation?
1) Enter the requested data into the search window and hit SEARCH. A list of hotels available in the requested dates will appear in a few moments.
2) Choose the desired room and click RESERVE (nebo BOOK – podle toho, co na tom tlačítku pak bude).
3) Now you have entered the on-line reservation form. At this moment, you can also order arrival transfer to the hotel if you wish.
Fill in the requested personal information in the “Contact Address” field, choose payment method (credit card or advance invoice-bank transfer) and click on the box indicating that you accept the Terms and Conditions. Now click “CONFIRM RESERVATION (BOOKING)”.
4) The reservation is successfully completed and now you need to print out the necessary documents:
a) If you paid by a credit card, print out your voucher now. When you arrive to your hotel, you will need to show it to the receptionist. If you also ordered transfer, your transportation voucher will print out as well. You will need to hand it to the driver upon your arrival.
b) If you chose to pay by bank transfer, print out your advance invoice and Reservation Confirmation. Pay the invoice according to the instructions on the invoice. When you arrive to the hotel, you will need to show the Reservation Confirmation and a payment receipt to the receptionist. If you also ordered transfer, have an extra copy of the Reservation Confirmation ready and hand it to the driver upon your arrival.
How can I reserve other services?
1) Click on services file you require in the navigation bar – sightseeing, trips or transportation.
2) A list of all offered services has appeared. By clicking on the name of the services you will open detailed information about it. Here you will find a complete description of the service including the price, dates etc.
3) Complete the order form at the bottom of the page and click RESERVE.
4) Within a few moments you will receive a Reservation Confirmation to the e-mail address you stated in the form. Please complete credit card information in the Confirmation and send it back to us by fax or contact our Reservations Department (for contacts see CALL CENTER). If you wish to pay by bank transfer, pay the due amount and, within 24 hours, send us a payment receipt indicating that the due amount was deducted from your bank account and transferred to AVE a.s. account. Please beware that you must cover all fees connected to the transfer.
5) You will receive your voucher for the ordered services by e-mail after we receive the payment or after we charge your credit card.
How can I get information about a service I did not find on the web?
In case you have not found the desired option of any of the offered services (accommodation, transportation, etc.), contact us through Customer Support section. Complete the form you will find there with a description of the desired service. Our Reservations Department will do its best to send you a price offer or the desired information as soon as possible.
How much do I pay for the reservation?
Nothing! Making a reservation is free of charge.
What currency shall pay in?
The prices are quoted in EUR or CZK.
1) If you choose to pay by a credit card, the payment will be carried out in CZK (Czech Crown). The exchange rate CZK – EUR will be the exchange sales rate as stated by Reiffeisenbank Prague for the given day.
2) If you choose to pay by bank transfer, you can pay also in EUR. The Client must cover all bank transfer fees.
When will I receive a response and what will it contain?
You will receive a response immediately. You will receive a confirmation of your order by e-mail; it will contain a summary of the services you ordered, reservation number and a link to reservation detail.
What prices do you offer and what do they include?
We always try to offer you a better price than a hotel or services provider would offer you directly! Our prices are never higher! Unless stated otherwise, accommodation prices include breakfast, local fees, VAT and cleaning. Prices of other services include VAT unless stated otherwise. You can, of course, book services directly with a hotel or a service provider. However, in that case we cannot guarantee that you will be offered as favorable prices as we offer on our web pages.
Can I have a discount?
Definitely! Except for discounted accommodation options listed in “SPECIAL OFFER”, we offer following discounts for:
1. Children up to the age of 2 – usually do not pay for services, however, they are not eligible for a separate bed at a hotel
Children from 2 to 12 years – they usually receive a discount of 25% to 50% of the price for an adult with the condition that they are accommodated with one, usually two adult persons in one room. Current discount for children is counted automatically after entering the number of children and their age in the search form.
2. Groups (12 persons and more), student groups (until 26 years of age) and long term stays (more than 12 days). In these cases, please contact us by a form in the Customer Support section. Discounts are handled on an individual basis according to the conditions of the given hotel or services provider. We will send you an offer within 24 hours of receiving your query.
Discount for sightseeing, trips, transfers or other services are to be found at the respective service.
How and when do I have to pay?
1. If you choose to pay by credit card, you will be charged immediately. We accept VISA and Eurocard-Mastercard. (Visa Electron and EC/MC Electron are NOT accepted!)
2. If you choose to pay by bank transfer (= advance invoice), you have to pay the due amount within 5 calendar days after placing the order at the latest. If you chose to pay by bank transfer and arrive in less than 8 days after placing the order, it is necessary that you pay the due amount immediately and send us (by fax or e-mail) a payment receipt indicating that the due amount was sent from your account to AVE a.s. account. Please beware that the Client is obliged to cover all bank transfer fees. Present your payment receipt and Reservation Confirmation upon your arrival to the hotel receptionist.
How is my credit card information protected?
Prague Hotel Locator uses for all on-line payments GLOBAL PAYMENTS (MUZO) payment system. Information about your credit card is not available to us. Global Payments (MUZO) is authorized to receive credit card payments. The payment itself is carried out through a 3D secure server of Global Payments.
Can I cancel my order? What are the cancellation fees?
Certainly! You can cancel your order on-line. Your e-mail confirmation includes a link you can use to cancel your order.
Cancellation done directly with the accommodation provider (hotel) is not valid.
Cancellation fees:
72 hours and more before the arrival – free of charge
71 hours – 0 hours before the arrival – 100% of the price of the first night of accommodation
at the day of arrival (NO SHOW) – 100% of the price of all ordered services
In case of cancellation of an order paid by bank transfer, the amount for cancelled services will be refunded to the customer’s bank account within 10 days.
NON REFUNDBALE room - we apply 100% cancellation fee on orders of rooms marked "NON REFUNDABLE". Cancellation of orders of these rooms is not possible.
Can I cancel my order of other services? What are the cancellation fees?
Certainly! You can cancel ordered services (TRANSPORTATION, TRIP, SIGHTSEEING) free of charge 2 hours before the commencement of using the service at the latest. In case of a later cancellation, you will be charged 100% of the price of the ordered services. Please send your cancellations by e-mail to info@phl.cz or contact us by phone (for contacts see CALL CENTER).
Cancellation done directly at the service provider is not valid.
In case of cancellation of an order paid by bank transfer, the amount for cancelled services will be refunded to the customer’s bank account within 10 days.
What shall I do if my arrival is delayed?
Don’t worry! Your hotel rooms are reserved for you until 9.00 a.m. of the day following your arrival.
What documents should I present at the hotel when I arrive?
Depending on the payment method you chose (see How can I reserve accommodation?), you will have to show your voucher or Reservation Confirmation and payment receipt to the receptionist.
What documents do I need to present when using other services (transportation, sightseeing or trip)?
You will receive a voucher or a Reservation Confirmation for each ordered service that you will present the service provider with. (See also How can I reserve accommodation? and How can I reserve other services?).
Do I have to pay something directly at the hotel?
No! You ordered and paid for the services through AVE a.s. and thus you do not pay anything on spot.
You only have to pay for the services that are not included in your order at the hotel, such as minibar, telephone, etc.
Who handles my reservation?
All reservations are placed through Prague Hotel Locator, which is 100% owned by the travel agent AVE a.s., one of the biggest incoming tour operators in the Czech Republic. Prague Hotel Locator or AVE are at your services also in case of any problems that could arise during your stay.
All necessary contact information is to be found in CALL CENTER section.
Who should I contact in case of problems?
We are ready to assist you in solving any problem that may arise during your stay. In case of need, please contact us at our non-stop line: +420 8000HOTEL (8000-46835). Other contact information is to be found in CALL CENTER section.