Welcome in Cloister Inn Hotel

The Cloister Inn Hotel is located  in the heart of the Old Town, in a side lane almost free of traffic only an inch to the major tourist attractions.

3-min walk            National Theatre

7-min walk            Charles Bridge

5-min walk            Old Town Square

10-min walk          Jewish Quarter with Cemetery

5-min walk            Wenceslas Square

15-min by tram     Prague Castle

The building lies on the premises of a medieval convent and offers good-quality services and family atmosphere in a quiet location in Prague´s oldest historical quarter.

After a whole day of walking you definitely appreciate the immediacy of the Cloister Inn location and complimentary refreshing cup of coffee or tea in the lobby.

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What to do if your luggage is delayed upon arrival at the airport

Traveling to the historic heart of Prague can be an unforgettable experience, but unexpected delays with your belongings upon arrival at the Václav Havel Airport can turn a smooth journey into a stressful ordeal. If you are staying at the Cloister Inn Hotel and your bags have not made it to your room, knowing exactly what steps to take can save you time, anxiety, and potential extra costs. This guide outlines the practical procedures you need to follow immediately when your checked luggage fails to arrive after a flight.

Immediate Action at the Airport Counter

The moment you land and collect your boarding pass, check your luggage tags. If the tags are missing, torn, or if the bags are simply not on the carousel, you must act quickly. Do not leave the airport baggage claim area until you have officially reported the issue. Walking out of the terminal hoping your bags will magically appear later only wastes precious time. Instead, head straight to the airline's specific counter located in the arrivals hall. Look for the signage indicating "Lost and Found" or "Baggage Service Office." If the airline is not present, the counter is usually marked clearly with a distinct logo or a large sign. When you arrive, inform the agent that your luggage is unclaimed and provide them with your flight details, passport information, and the contact number you left on your luggage tag. Be precise and polite; agents deal with many cases daily and appreciate clear communication. They will likely ask you to fill out a Property Irregularity Report (PIR), which is the official document required to initiate the tracking process. Ensure you receive a copy of this form with a unique reference number before you leave the counter. Keep this document safe, as it is your primary proof of the incident.

Understanding the Compensation Rules

Once you have filed your report, it is helpful to understand the rules regarding compensation, as these can significantly impact your travel experience while waiting for your bags. Under European Union regulations, if your flight is within the EU, you are entitled to financial compensation if the delay causes a missed connection or if you are forced to stay overnight without the necessary bags to continue your journey. The amount of compensation depends on the distance of your flight and the delay duration, but it can range from 250 to 600 euros. However, if your luggage is merely delayed and not lost permanently, you are not entitled to the same compensation, but the airline is still obligated to assist you. They may provide you with a voucher for essential items such as toiletries, clothing, or travel accessories. It is important to request these items immediately if the situation warrants it. Do not accept items without a receipt or acknowledgment from the airline staff, as this serves as proof of what you were provided. Furthermore, if you purchase expensive travel insurance that covers lost or delayed baggage, you will need the reference number from your report to make a claim. Keep all receipts for any essential purchases you make while waiting for your luggage, as these will be crucial for reimbursement.

Securing Your Belongings During the Wait

Waiting for luggage can be uncomfortable, and you need to know how to protect your personal items during this period. The airline will issue a baggage claim ticket that allows you to pick up your bags once they are available, but this does not mean your belongings are safe if you leave the airport premises. If you have a small carry-on bag with your valuables, keep it with you at all times. Do not leave your phone, wallet, or passport unattended in a taxi or at a nearby café. If you need to go out for a meal or a quick tour of the Old Town, ensure you have your carry-on with you. If you have no carry-on, the airline will typically help you transport your checked bags to a temporary storage facility nearby, but you must verify this arrangement before you leave the airport. Never assume your bags are being held securely; the responsibility lies with the carrier to take them to the storage facility, not the passenger. Once you have secured your immediate needs, you can explore the city, but always keep your baggage claim ticket in your pocket or a secure place within your carry-on. Remember that retrieving your bags from the storage facility can take several hours, so plan your day around this potential delay.

Tracking Progress and Follow-Up

After you have filed your initial report, the next few days are about monitoring the status of your claim. You can check the progress of your luggage using the reference number you received from the airline's counter. Many airlines now have an online tracker where you can input your flight number and bag tag number to see the current status. This could be "In Transit," "Arrived at Hub," or "Ready for Pickup." If the airline claims your luggage is lost permanently, they will usually initiate a formal search process and notify you within a specific timeframe, often within 21 days. During this period, be proactive. If you do not hear back from the airline after a week, it is reasonable to call them again to ask for an update. You can also check with the airport's lost and found office, as they may have information about bags that are in their inventory waiting to be claimed. In some cases, the bags may have been delivered to a hotel or residence address by mistake. If you find your bags at a different location, contact the airline immediately with photos of the tags and the location where you found them. They will likely coordinate with the recipient to arrange a return shipment. Do not wait for the airline to contact you; they are often slow to reach out. By staying on top of the process and maintaining polite but firm follow-ups, you increase the likelihood of a swift resolution.

Receiving Your Bags and Resolving Issues

Eventually, your luggage should either arrive at the storage facility or be returned to you directly. When you pick up your bags, inspect them thoroughly for any signs of damage, such as torn handles, leaking contents, or missing zippers. If you notice damage, do not leave the baggage counter without documenting it. Take clear photos of the damaged items, the tags, and the interior contents if possible. Hand these photos to the airline agent and request a formal damage report. If the damage is minor, they may offer a repair service or a partial refund for the value of the damaged parts. If the damage is severe, they may be required to replace the items or compensate you for the difference between the original purchase price and the current market value. It is vital to act quickly after receiving the bags, as there is a statute of limitations for filing damage claims, which is typically within seven days. Once the bags are fully recovered and any damage issues are resolved, you should receive a final settlement notice from the airline within 21 days. During this final settlement, they will deduct any known expenses you incurred for alternative transportation or accommodation. By following these steps methodically, you ensure that your trip to Prague remains a positive memory, even when logistics get in the way.

Essential Documentation Checklist

To ensure a seamless resolution, it is critical that you maintain a strict record of all interactions and expenses. Failure to document specific details can result in delays in reimbursement or denial of claims. Below is a comprehensive list of items you must collect and organize immediately upon reporting the issue:

  • A copy of the completed Property Irregularity Report (PIR) containing the unique reference number.
  • A copy of your flight itinerary and boarding passes for the specific journey.
  • A receipt for every single essential item purchased while waiting (e.g., laundry services, toiletries, or meals).
  • Photographs of the luggage tags, both the original and the damaged version if applicable.
  • A signed acknowledgment of receipt from the airline staff regarding the storage location of your bags.
  • A log of all phone calls made to the airline, including dates, times, and the names of the agents spoken to.
  • Copies of any hotel bills or taxi receipts that prove the necessity of extra accommodation or travel during the delay.
  • Personal identification documents, specifically a passport copy or ID card, if requested for security verification.

By meticulously compiling these documents, you create a robust evidence trail that supports your claim for compensation and ensures that the Cloister Inn Hotel guests receive the assistance they deserve when their travel plans are disrupted.

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