The Crown Krakow Center - Handwritten Collection
Krakow
Anmeldelser
Disappointing Customer Service Despite Early Cancellation I booked a room for one night at The Crown Krakow – Handwritten Collection in mid-May. Unfortunately, my travel plans changed, and I cancelled the reservation within approximately one hour of making the booking. I later realized that I had selected a non-refundable rate. The stay was still almost two months away when I noticed the charge on my card. Understanding that the booking conditions were technically my responsibility, I immediately contacted the hotel to ask whether any goodwill solution could be offered, such as a partial refund or the possibility of transferring the reservation to another date. What disappointed me most was not the policy itself, but the lack of communication. My written requests remained unanswered. During two phone calls, I was simply reminded of the booking conditions and informed that the matter had been passed to a manager, yet I never received any follow-up. I frequently travel to Poland and often choose it as a meeting point with family and friends. This stay was intended to be a special day with my elderly mother. We have lived in different countries for many years and rarely have the opportunity to spend time together. I had specifically chosen a nice room at this hotel to make our meeting memorable. As a loyal customer with considerable experience staying at Accor properties, I have always had positive experiences in the past. Hotels have often shown flexibility and understanding when unforeseen changes occurred, especially when cancellations were made shortly after booking and well in advance of the arrival date. For this reason, I am saddened by how this situation was handled. While I fully understand the hotel's right to enforce its booking policy, I believe customer care is demonstrated in exceptional situations through communication, responsiveness, and willingness to consider reasonable solutions. Unfortunately, in this case, I felt that customer loyalty and goodwill were not valued. Rating: ★★☆☆☆ (2/5)
The staff were great from check-in to leaving. The room was lovely and beautifully appointment, however, the air conditioning was not very effective and felt more like 'air cooling' systems we see advertised at accor properties. Overall it was a great stay however the poor airconditioning really affected our sleep overnight. Cannot fault the staff who also provided a fan which helped very little.
I had a truly perfect stay at The Crown Krakow - Handwritten Collection. The hotel is ideally located, just a 15-minute walk from the Main Square, with a pleasant and easy stroll through the beautiful streets of Kraków. The room was spacious, spotless, and very well maintained—everything felt carefully looked after. The staff were incredibly kind, welcoming, and always ready to help in any situation. A special thank you to Magdalena, who was so thoughtful and helpful in arranging a sweet surprise for my husband, as we were celebrating his birthday upon arrival. It truly made our stay even more special. I highly recommend this hotel—our experience was wonderful, and we will definitely return!
Beautiful small hotel. Immaculately clean everywhere with beautiful furnishings and a very comfortable bed. The bathroom was beautiful too. The coffee pods were replenished daily. The breakfast was a highlight being served a 3 tier of fruit, cheese, hams and salad to the table. Then a choice of à la carte hot options and the buffet too. All the staff were friendly, polite and helpful. It is appropriately 15-20 mins walk to the main square but the tram stop is close by if your feet are tired. We would definitely stay here again.
Lovely deco styled hotel hidden behind a discreet facade, the room was beautiful with a large shower. The breakfast was really good, with a hot option from the menu, a cheese, fruit and meat platter and a buffet. The reception staff were really helpful. Easy 20 min walk to the old town or trams are just outside, or an uber was only a couple of pounds. A great stay!
