I chose this hotel in Krakow after reaching out to the GM in advance to ask if anything special could be done for my birthday and to honor my parents. I clearly stated I was selecting a hotel based on the response and mentioned I was an Expedia Platinum member, which usually ensures upgrades and elevated service.
I received warm replies from the GM and reservations manager, with one offering a “Privilege Room.” No fees were mentioned — it felt like a gesture tied to my reason for travel and loyalty status.
Upon arrival, there was no acknowledgment, special welcome, or upgrade. I was placed in a standard fourth-floor room, which was neither quiet nor ideal. On my third night, I was surrounded by loud party guests at 2 AM. My complaints were dismissed, and I had to request a room change myself in the middle of the night — eventually moved to a quieter tower.
When I raised concerns with the GM, I was met with blame and deflection, including being told that because I booked via Expedia, I wasn’t entitled to what had been offered. Only after pushing was I offered a complimentary dinner.
The only exceptional service came from the server that night — her warmth and care were unmatched.
The location is also inconvenient — a 40-minute walk to the city center. The gym and pool are public and overcrowded.
A true hospitality pro would’ve acted immediately. Guests should leave feeling valued, not gaslit or dismissed — especially when their intentions were clearly stated from the start