Bachleda Luxury Hotel Kraków - MGallery 5 stars

I have never experienced such bad service! This is NOT the service you expect for a 5 star hotel. We have paid for 3 nights (Friday to Monday). When we had to fly from Denmark, our child becomes very ill and we have to go to the hospital. Although we contacted the hotel immediately and informed them that we cannot come, we still pay for all three nights, even though the hotel has the option of renting out because we have just informed that we will not be coming. That's fine enough - we can understand that. BUT I contacted the hotel several times to make an arrangement and we have offered to pay extra to reebook our stay. First we contact them on Saturday, when they promise to call again, but they never do. Then I'll call again on Sunday. I explain that we do not expect a refund and We are open to all kinds of solutions, we offer to pay extra to move our stay, but they are not cooperative in any way. We are simply told that it is the hotel's rules. So they have been paid for three nights where they have been able to rent out to other guests, and even though we offer to pay more to move our stay, they will do nothing. This is NOT what you expect from a 5 star hotel. I will never stay at this hotel, and I strongly advise everyone else not to book a stay here. BTW, nowhere in our booking did it state that the stay was non-refundable! NEVER have I experienced such bad service!!!!!!!!!

Very well situated beautiful boutique hotel. Rooms spacious, clean and opulent, comfortable beds and pillow menu ..... at last a hotel with a decent hairdryer too! Amazingly stocked fridge, a wine drawer and coffee machine. Slippers and robes also supplied , nothing has been forgotten, Welcome arrival with a glass of Prosecco with english speaking friendly staff. We dined only one night and the food was good. We ate out every opportunity we had as our days were long and busy so didn't use the wellness spa either.

It was all wonderful- true luxury accommodations and facilities , great staff, warm hospitality, great location, excellent delicious breakfast and supper meals .

Our stay here this time got off to a better start than the last one, with no issues with the room that we were allocated. This is a comfortable hotel, and the small spa area is a nice amenity. This time we tried the basement bar and the quality of the cocktails was very good. The only negative was the second servicing of the room (turndown) which was not done at all on a couple of nights (we notified the staff on each occasion). What I think ended up happening was that we were still in the room at around 1700 when housekeeping scheduled this service (which seems bizarrely early if you're leaving the hotel to go to dinner at say around 1900) and they did not bother putting a note under the door to say that they'd been. The simple solution is to adapt to guests and/or just start this service later like pretty much every other hotel that offers it. Not a big negative, but definitely an area for improvement. That said, overall we were very happy with our stay and will be back when we're next in Krakow.

Fantastic service and value for money . Top class breakfast.