Novotel Krakow City West 4 stars

Customer review rating (ALL Rating) 4.6/5 2,012 reviews

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Al. Armii Krajowej 11, 30-150 CRACOW, Poland

Description

Hotel extras

  • Outdoor car park

  • Bicycle available on guest request

  • swimming pool and fitness centre

  • Free High-speed wireless Internet

  • EV charging station

Our accommodation(s)

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Hotel location

Novotel Krakow City West

Al. Armii Krajowej 11
30-150 CRACOW
Poland

GPS:50.070207, 19.89738

Telephone
Fax +48 12 622 64 05

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets welcome
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

NOVO SQUARE LOUNGE BAR

Discover a whole range of tastes in our Novo2 Restaurant. Savor excellent Polish and international cuisine. Open MIDDAY-11:00 PM

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.6/5  2,012 reviews

Customer review rating 2.0/5

Dmitrii T. Solo - Confirmed reviews ALL

Hi Team, I chose Novotel for my stay as I was in somewhat a pickle and needed a room to stay. Hoping for the level of quality Novotel brand usual stays for I decided to opt for a Novotel and not Ibis or other brands. I came late at night so some things I discovered only in the morning and I was sorely disappointed let me cover that in order: 1. No water present in the room claiming to be for "Sustainability" i am sorry but a bottle of water can be placed in a room and I was almost naked in bed when I needed a drink. So what do I do? Ah yeah I need to get up, get dressed, walk all across the hall and pour a water from a water dispenser. And same for coffee maker by the way in the morning. 2. When I woke up in the morning I went to shower only to find it very uncomfortable due to the fact that a tiny bathtub was squeezed where they best just put a shower pan. And because I needed a shower I kept consistently stepping on the drain hole cover which kept closing the tub. 3. In the shower there was a shelf for no real reasons it was needed there but even if so it was not screwed or glued it was barely hanging and falling on my feet with the lightest of touch. This was advised to reception and service man came later. 4. Showerhead had a leaky gasket of hose connector so water was spraying from behind it and all over. This was also declared to reception and service man also fixed it. 5. Two Bathroom towels available to me were both dirty one with some black smudges and another one with red smudges as if it was mascara smudge and the lip gloss smudge on the other. This I gave to receptionist and used the small hand towel to dry myself. 6. I opened a window as it was real stuffy in the room but almost could not close it back as the hinges are loose, I was in a rush by that time so this I did not give this info to receptionist. But to close the window one has to lift it up fairly heavy and then it will close. Now one thing I must note is that Receptionist and Service man were all really apologetic about experience, but since I needed it for one night only there was not much they could do for the next day for example. All in all the only upside for me were the customer facing staff members who were trying to help, but the above issues are not the quality of a Novotel brand. P.S. Ah yeah and a 70 PLN - 15-20 Euro for Parking is outrages for overnight parking in Krakow. I did not care as I was tired at a time and just did not care to park outside the hotel as there was also a construction site right there. But still. Even a paid parking in the center of a city would cost around 40-50. And this hotel was quite far from it, not to mention as I came late and checked out around 10 and there were ample parking which could have been waved or halved as a customer service.

Dear Mr. Dmitrii, Thank you for taking the time to share your feedback regarding your recent stay with us. We are naturally very sorry that your experience did not fully meet your expectations. At the same time, we would like to emphasize that throughout your stay our team did everything possible to improve your comfort and address every inconvenience immediately after it was reported. Both our reception staff and maintenance team reacted promptly to each issue you mentioned, and as a gesture of goodwill we also upgraded you to a higher room standard during your stay. Regarding the water in the room, the water dispensers available on the floors are part of the Novotel sustainability standard implemented across many Novotel hotels worldwide. This solution is now commonly used throughout the brand as part of reducing single-use plastic consumption. Concerning the parking fee, information about parking charges is available on our official booking channels and hotel websites prior to arrival. The parking rates are aligned with current standards for hotel parking in Kraków. We truly appreciate your positive comments about our staff, as guest satisfaction remains our priority. While we regret that certain aspects of the room did not meet your expectations, we believe our team made every effort to respond quickly and professionally to all concerns raised during your stay. Kind regards, Aleksandra Pochec Guest Experience Specialist

Customer review rating 5.0/5

Kelechi O. Business - Confirmed reviews ALL

Great

Dear Kelechi, Thank you for your time and review after the stay. :) Hope to see you again in close future. With best regards, Witold Skałka Guest Experience Specialist

Customer review rating 2.5/5

Anna Z. Business - Confirmed reviews ALL

The hotel was well-located, beds were comfortable and the rooms were quiet. In general it provided the very bare minimum needed for a business stay. It was nice that it was possible to get a room earlier than check-in time. The issues: - The rooms really need a lifting, many elements were damaged and aesthetically non-pleasant. - The pool and sauna were closed. When asked for a form of reimbursement (as this was an important part of the facilities) we received a voucher for 1 drink which does not seem adequate. - The terminals were not working, eventually I paid via payment link, but it was some extra stress to see your card rejected. - FV bills were not issued properly and required a correction. For some reason it was very problematic for the reception desk. I was told that only an authorized person from my institution can contact the hotel for the correction which does not seem true. Eventually I managed to get all the documents but again it was some extra stress and dispute. In general, many things did not work and many things that are routine in other hotels, seemed to be problematic in this one. I expected more from this brand.

Dear Anna, Thank you for taking the time to share your feedback and for acknowledging our location, the comfort of the beds, and the possibility of early check-in — we are very pleased that these aspects of your stay met your expectations. At the same time, we sincerely apologize for all the inconveniences you experienced during your stay. We would like to clarify the issues raised: The swimming pool and sauna were closed from 20.04 due to a sudden technical failure, which required immediate shutdown for safety reasons. Every day between 20.04 and 24.04, we informed our guests both directly and via our social media channels. We understand the disappointment caused by the unavailability of this part of our facilities and we apologize for the inconvenience this caused. The payment terminals were not functioning due to a global outage on the side of our external payment service provider. This situation was beyond the hotel’s control and affected multiple service points simultaneously. We had no influence over this incident; however, we fully understand that it may have caused understandable stress. VAT invoices and corrections are currently issued and processed through the KSeF system in accordance with applicable regulations. In the case of corrections, verification and consultation with a person responsible for the system was required to ensure accuracy and avoid formal errors. We sincerely apologize for any inconvenience and additional organizational difficulties you encountered. We are committed to maintaining high service standards and take all such situations very seriously. Thank you once again for your feedback — it is an important source for us to further improve the quality of our services. With best hotelier regards, Witold Skałka Guest Experience Specialist

Customer review rating 2.0/5

Hugo P. H. Families - Confirmed reviews ALL

The staff was great and very welcoming, but overall the stay was not a pleasant experience. Having the toilet separated from the bathroom gives the feeling of being in a public restroom, and it’s not very hygienic since you need to touch surfaces before being able to wash your hands. The curtains did not close properly to block the sunlight; light was coming in from the top and sides, and the curtains themselves looked worn out. We had dinner at the restaurant, but unfortunately the food was not good.

Customer review rating 4.5/5

Vegard S. Families - Confirmed reviews ALL

Nice place, friendly and helpful staff. Pool and play room for kids. Stores and everything you need close by. Spacious rooms. Very nice breakfast.

Dear Vegard , Thank you very much for your kind review! We’re delighted to hear that you enjoyed your stay, especially the friendly and helpful staff, spacious rooms, breakfast, and the facilities for children. It’s also great to know that the location met your needs. We hope to welcome you and your family again soon! Kind regards, Aleksandra Pochec Guest Experience Specialist

Other web-users rate our hotel

  • 646 reviews 7.8/10 Location
  • 929 reviews 7.7/10 Room
  • 923 reviews 9.3/10 Service
  • 21 reviews 8.8/10 WiFi
  • 706 reviews 9.2/10 Breakfast
  • 686 reviews 8.3/10 Food
  • 483 reviews 7.9/10 Comfort
  • 356 reviews 8.6/10 Cleanliness

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