Booking Hotel & Spa in Krakow

When my husband and I were choosing a venue for our wedding, we were charmed by the beautiful garden at this hotel. That was the main reason we signed a contract with them. However, once the contract was signed, our experience turned into a nightmare. According to the contract, we were required to pay the full amount three weeks before the wedding. At that point, I started trying to contact the administrator, Sarah, who was responsible for organizing our event. Unfortunately, she completely ignored me. I emailed her several times asking for a meeting, left my phone number — no response. I even called the reception, where they gave me her phone number, but she never answered or returned a single call. Meanwhile, I was trying to fulfill my obligations under the contract, knowing I would be penalized for delays. I took everything seriously, but was met with total silence and unprofessionalism. Two weeks before the wedding, I was calling the reception daily, begging them to help me reach Sarah. Besides making the payment, we were promised a tasting, we needed to check the sound system, and we wanted to finalize the timeline and decorations. The reception told me Sarah would be available the next day from 2 to 5 PM. I showed up during her working hours — she wasn’t there. She ignored all my calls again. Her behavior was incredibly irresponsible and disrespectful. I strongly believe she should be dismissed for failing to perform her duties. Three days before the wedding, I finally managed to meet with Sarah. At that meeting, she handed over the responsibility for our event to another administrator. I had to do all the planning myself — writing out the full schedule, meal timings, table layout, and decoration instructions. The new administrator had no suggestions or advice — she just took notes. This was shockingly unprofessional. And now imagine the absurdity: one day before the wedding, I was informed that the chair covers were not available in the color I had requested, the wedding cake would be missing cherries, and the macarons would not be the ones I had chosen. In addition to the banquet, we had booked hotel rooms for our parents. One double room and one family room for three people. When our family arrived, they were told there was no triple room available. They had to wait while the staff decided whether or not such a room existed. On top of that, the pool and sauna were closed — even though these were included in the room price. My father-in-law said that even if they gave him a 90% discount, he would never return to this hotel. This hotel absolutely does not deserve five stars — at best, it’s a two-star place. The breakfast was poor, the rooms were outdated, and the sauna was closed. Terrible. On the day of the wedding, I had to message the administrator to ask for food to be served and for someone to pour drinks for the guests. Even worse, the waiter interrupted our special moment while we were cutting the wedding cake, ruining this

Don’t bother booking this hotel if you visit krakow- 20 minute drive from the centre so constantly getting Ubers. The room looked like it was decorated 60 years ago and was very run down and old, the bathroom had no free to use soap or shampoo and the ‘mini bar’ stated was empty with only 2 bottles of sparkling water on top. The spa isn’t open and from what I’ve read isn’t getting renovated and is just remaining closed. The breakfast choice was small. The only half new thing in this hotel was the bathroom. Overall, I would not stay here again and would not recommend it to any else either.

The hotel has not been renovated in years, and this is evident at every turn. While I can accept this as there are many hotels like it, the five stars you promote should really be divided into two. I would not have booked my stay if I had known the true state of the hotel. The attached photos will illustrate the hotel's standards better than words can, but what’s even more concerning is the lack of any response following my complaint submitted at the reception.

Additionally, the non-functioning spa and the broken TV in the bar, where I waited 15 minutes for service, complete the disappointing picture. I certainly will not be returning.

On the positive side, the location is quiet and situated in a park, with just a 20-minute drive to the old town.