Frequently Asked Questions
- What kind of services can you offer me?
We are a travel agency based in Prague, offering all kind of travel services connected with your stay in the Czech Republic. We provide accommodation in all types and categories, transfers within Prague and all around the Czech Republic, sightseeing tours, river cruises, sport activities and programes for incentive groups; international bus tickets, table reservations in restaurants, tickets for cultural events, Praque Card, and so on.
- In what language can I send you my request?
Our friendly colleagues are ready to communicate whith you in English, Hungarian, German, Spanish, French, Italian, Russian and Czech languages.
- How can I reach your office?
Our office is 5 minutes by walk from the Wenceslas Square. Please, check out Mary's agency on map.
- Where can I read more information about your agency?
Please visit the general information about Mary's.
- Can I get to Prague by bus (coach) and can You help me with the reservation?
Yes, we are glad to inform You that we provide bus tickets from/to nearly all bigger cities in Europe, one of the destinations have to be Prague though. The journey is provided by quality, luxury buses with leather seats where kind hostesses will ensure your pleasant trip. Moreover the prices are very low, so we surely advise this way of transfer more than railway.
- Can I reserve flight tickets via your travel agency?
Yes, we recommend our „Flights“ site where You can check and compare online all the possibilities the different airlines offer, and then in the end choose between payment online by credit card or payment offline by bank transfer.
- How can I get from the airport or train station to the chosen hotel?
We are happy to offer you our transfer service. If you book it, our driver will wait for you at the arrival hall with a paper board in his hands with your name and the Mary's logo on it.
- How will I get around in Prague? Do I get any help from you?
Yes, at arrival you receive from us a detailed map of Prague, Prague Guide, tips for excursions - so you will know what is worth to see in Prague at the moment. If you check-in to one of the Mary's Apartments in our office our well-informed and kind colleagues will be ready to help you and answer any of your questions.
- Can I buy Prague Card from you?
Yes, we offer Prague Cards as well. If you would like to buy it, just inform us and it will be prepared for you in our office. For more information please check our page about Prague card.
- Can I reserve city tours / river cruises online on your website?
Yes, You have the possibility to reserve our Sightseeing Tours & Cruises online or offline. Online means that You will chose and be paying for it right away by credit card – viz. PAYMENTS section in the FAQ quide. In this case there is nothing else You would need to do later, just to go to the given date and time to the pick-up place. If You need time to decide and therefore would like to pay later, You have chosen the offline version when the payment can be done later by credit card / bank transfer / personally in our office during your stay.
- Do You provide special travel services (private guide, wine tasting, folklore evening, active holiday,…)?
You can be sure, that anything You ask for and is related to travelling can be arranged by us! The basic travel services are listed on our web pages, but if You need something different, just send us an email and we will take care of it!
- Can I book tickets to concerts or other cultural events via your site?
Yes, we recommend our „Ticket booking“ site, where You can check what concerts will be held in Prague and You can book and pay the chosen one.
- If I have any questions or problems while I am in Prague, how can I get any help?
In this case please call or visit our travel agency and we will help you. Our address is: Italska 31, Prague 2. Emergency cell phone number is: +420 603 553 333
- How can I get always actual information about your special offers or news about Prague?
We have three sections where You can do this - Prague News, where You can read about the recent events that are happening in Prague. For actual, discounted prices visit the Special Offers section, where we collected all the hotels and pensions which provide discounts – note that this page can change more times within one day! And the third section is our Newsletter which is once in every 3 months written and sent to those signed in to receive the newsletter.
- Why should I book a room with your assistence, not directly in the hotel?
We provide any travel service you could need, not just the accommodation. We do not charge any fee for the reservations, moreover we guarantee that our prices are lower than the prices of the hotels !!
Also we send You more offers rfom which you can choose the accommodation of your dreams.
- How can I make a reservation if I know in which hotel I want to stay in?
If you have already chosen the accommodation, please just complete the online reservation form on our website on the page of the hotel. We will immediately check whether the hotel has available room for you and inform you within 4-12 hours.
In case You would like to finalize your reservation including payment, and to do this all within 5 minutes, visit our Book&Pay Online Now site, where You can check all the availabilities & book & pay the chosen accommodation by credit card right away.
- How can I make reservation if I have never been in Prague and do not know how to choose from the large hotel database you have?
Please send us your request by email to the address firstname.lastname@example.org, informing us what kind of accommodation would you prefer, for what term, how many people and what is your approximate budget. According to that we will search for the most suitable accommodation for you and send you our offer within 4-12 hours.
- Do I have to go to your office before I check-in to the hotel?
No, if you paid for the accommodation in advance you do not need to come to our office, just go directly to the hotel, give the voucher to the hotel receptionist and check-in.
- How can I check-in to the Mary's Apartments?
The reception of Mary's private apartments is our office. We are open every day of the week: Mon – Fri 9.00 - 19.00, Saturday - Sunday 10.00 - 17.00.
- What if I have a reservation for Mary's Apartments and I arrive after 9pm?
If you asked us to arrange for you a transfer from the airport or train station as well, there is no problem, as our driver will already have the keys to you apartment.
Or we can prepare You the keys to the office’s safe, so You can come to our office when You arrive to Prague, get the keys, then go to the apartment (most of our apartments are within 5-10 min. walking distance from our office).
The third possibility is that our driver would be waiting for you in front of the apartment at the time arranged. This additional service costs 350,-CZK.
In every case we would just like to ask you to come to our office next morning and settle the payment and the paper work.
- What if I need to cancel my reservation?
Please notice that we need to have the cancellation in written form. The cancellation conditions depend on the accommodation provider, but usually if you cancel the reservation one week ore more ahead, we charge you just by the cancellation fee 300,-CZK per person. Within one week the cancellation fee can be the price of the first night or the whole amount - depending on the conditions of the accommodation provider. You can read more about cancelation fees in our Terms & Conditions.
- When do I pay for the transfer?
The transfer should be paid directly to the driver at arrival, in cash (CZK, EUR, USD), we will just need a credit card authorisatin as a guarantee from you in advance. your credit card would be charged only in case of no show.
- How much will you charge for providing accommodation for me?
We do not charge any fees for the reservations at all. Moreover we guarantee lower prices that you would have got directly from the hotel.
- How can I pay for the booked services?
There are many possibilities. you can pay in advance either by credit card, bank transfer or trough Western Union. Or you can just guarantee the price of the accommodation by credit card authorisation and pay at arrival in cash in our office.
- What does authorisation of my credit card mean?
In this case we do not charge your credit card at all, just block the amount on it. So the money will be there on your account but you cannot use it. The amount will then be automatically unblocked by your bank. This method is used for guarantee of the payment.
- What confirmation will I get of the payment?
As soon as the payment has been done we will make a final reservation and send you the Voucher. This voucher is the proof of the reservation and the payment and has to be given to the receptionist at check-in. It includes your name, date of arrival and departure, name of the hotel, and the services that have to be provided, address and contact number to the hotel and to our agency.
- Do I get automatically invoice from you?
As most of our clients are tourist, they usually do not ask for invoice. So in case you need one we are happy to send it to you, just please ask for it in advance.
- In which currencies can I pay?
In case of bank transfer or payment in cash at arrival you may pay in EUR, USD, CZK, bank transfer can be done in HUF as well. In case of payment by credit card, we will charge the amount in CZK.
- Can I pay for the booked services over the Internet?
There are two possibilities to pay by credit card – You can pay online or offline.
Online reservation means that You can check the availability of the chosen hotel online, and You can book the rooms and pay for them right away on the secure web pages of one of the biggest Czech banks – Ceska Sporitelna a.s. (member of the Erste Group, the Bank of the Year 2009 in Czech Republic). After You fill in the details of your credit card on the secure pages of the bank, your card will be charged by the agreed amount and You will receive within a few hours the voucher from us (the document proving the reservation and the payment). Then You have nothing else to do just come and enjoy your stay :).
Or you can pay offline, what means that You ask for a couple of days to decide which accommodation would You choose. In this case we will send You a link and an option date&time, by which time – in case You would like to finalize the reservation - You have to visit the given webpage, check the summarised details of your reservation and go on to the website of the Ceska Sporitelna a.s. bank’s webpages where You will be asked to fill in the details of your credit card.
This way You have more time to think through whether this is the right accommodation for You / collect the money from the co-travellers.
We would just like to remind You that in case of the online payment You receive automatically 5% discount (even from the already discounted prices).
- Are my credit card details treated safely if I pay online?
Paying online means that You fill in the details of your credit card on the secured website of one of the biggest Czech banks – Ceska Sporitelna a.s. (member of the Erste Group, the Bank of the Year 2009 in Czech Republic). This way there is no chance for anyone (not even our travel agency) to see these details. That’s why we have chosen this form, as actuallty it is the most secure way of payment on the internet.
- If I pay by bank transfer do I need to wait for the voucher until the money arrives to your account?
No, please just send us by fax (+420 222 252 215) or by email the confirmation of the payment from your bank and we make the final reservation and send you the voucher right away.
- When can I stay in Prague for lower prices?
The prices of each accommodation depend on the term of your stay. Usually there are 3 prices for one type of room in a year - the Low Season, High Season and Top Term prices. The Top Terms means New Year's Eve, Easter, in some hotels some national holidays are included as well. Low Season is usually between November and March (exl. Christmas Holidays and New Year's Eve). For the rest of the year - from March till November there are mostly High Season prices. So the lowest prices are from November till March (excl. Top Terms), but as there are lots of special offers during June-July-August as well, it is worth it to check our special offers page for any time you would like to come to Prague.
- Do I get special price if I book one of your apartments for longer term or ask for accommodation for a group?
Yes, we are ready to provide you significant discounts in these cases, just send us your request and we will send you our best offer.
- Would I get any discount for early reservation?
Yes, we are ready to offer you 5% discount for first minute reservation (3 months or earlier before your stay) of one of our Prague apartments
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