The Bridge Wroclaw - MGallery 5 stars

SUPER

Hotel does not inform guests that it is not fully operational. Sauna center is not available for guests as a part of accommodation service - this information is available only upon check in. It means selling full service for full price, but providing only part of the service for full price. If I had knew that the 5* hotel does not offer the full service I would have booked another one - unfortunately relocation during the bank holiday was impossible. It was my third and last stay. Apart from from not full accommodation service, the hotel is under staffed with experienced people. We were waiting in the bar for 20 minutes to be offered a bar menu! Breakfast service is good only thanks to 2 senior waiters who do their job and train the rest of the staff. As a loyal private and business guest of Accor hotels, I’m sad it was my last stay in your venue. Previous stays were top-notch, but I feel that this one was a result of wrong strategic business decisions hence don’t see a point in coming back.

Good or even very good but not superb. There are many small glitches, such as accessibility of the reception by phone, or service at breakfasts, or the lack of a quiet space for teleconferencing. These are minor points that I only mention because the hotel aspires to being top-notch; overall I enjoyed my stay.

The hotel is located in a nice, quiet area, close to the botanic garden and in a short stroll from the central market square. It is relatively new hotel and with a modern design. Though the positive impression with this beautiful hotel was entirely spoiled by the hotel's staff and service. Everything started on the reception when I was requested to pay approx. extra 10 euro for an early check-in. Given that I arrived at 14:15 and check-in time was at 15:00 and the fact that I booked 4 rooms, I was hoping that at least one room would be available without this ridiculous extra charge. But after a while and after I agreed for an extra charge the receptionist showed condescension and dropped the extra charge request. But it left me with sour feelings. Then we ordered a large lunch for group of 6 people to our hotel's room (as due to COVID restrictions, this was the only possible option for dining) from the hotel's main restaurant. One of the guests asked the waitress who was taking our order if he can order to the room something extra from the hotel's terrace bar (given that it was not possible to sit outside due to raining at that moment). The waitress acted not professionally in my view, as she started objecting and arguing that it's not possible to order from the terrace bar as they have different lower prices there and that we could order only from the restaurant because we order the room service (note that due to COVID restriction, ordering to the room was the only possible option). After that I asked to suggest a bottle of sparkling wine from the list but the waitress immediately started pushing for champagne and the one that was on the higher end of the price range in the list. After I said several times that I would like to have a sparkling wine, she suggest one but again the most expensive in the list. Generally, I got an impression that staff is trained to squeezer as much as possible from the customers, which made me feel uncomfortable. Then the waitress brought the receipt for room service and my friend signed it. Later that day he wanted to order another food to his room and what was his surprised when he learned he cannot do it, since as he was told by the hotel staff, he did not close the previous receipt. It turned out that he had to sign again something that he already signed because staff apparently lost the previously signed receipt. Unprofessional. In the evening, we asked on the reception to bring us a wine opener as we wanted to open a bottle of wine we had in our room (to drink for one of the guest's birthday that day). To my big surprise, I was informed by the receptionist that they don't have a wine opener. She provided miserable explanation, first saying that all wine openers that were supposed to be in the rooms (note we had Deluxe and Presidential suite) were already stolen and then that neither they have wine openers in the restaurant/bar as barmen's/waiters take them home with themselves. Note we are talking here about 5-star hotel... And last: it was ridiculous to hear a very loud construction noise (drilling and hammering) in the hotel early in the morning (around 9:30 am) on Sunday coming from somewhere above our and our friends rooms. When we called to reception to say it’s not acceptable to any hotel (not speaking about 5-star hotel) to do construction at the time of guests stay, the receptionist said “But what is actually the problem?”… I have no comments.. My overall feedback, sadly, is that local staff is lacking much behind the typical standards of MGallery hotels.

Fantastic great views, clean modern rooms, exceptional brealfast