Mercure Krakow Fabryczna City — Hotel in Krakow

I chose this hotel in Krakow after reaching out to the General Manager in advance to ask if anything special could be done for my birthday and to honor the memory of my parents. I was clear in my message that I was selecting a hotel based on the response I received, and I mentioned that I was an Expedia Platinum member — which typically ensures an elevated level of service and potential upgrades.

I received warm, welcoming responses from both the GM and the reservations manager, with one of them offering me a “Privilege Room.” No mention of fees or conditions was made — the offer seemed positioned as a gesture based on my reason for travel and loyalty status.

Upon arrival, there was no special welcome, no acknowledgment of my occasion or membership status, and I was placed in a standard room on the fourth floor — neither quiet nor ideal. On my third night, I was surrounded by loud partygoers placed in adjacent rooms at 2 AM. My complaints were not handled with the urgency I expected…eventually they sent security (but it did nothing to stop the crazy noise and situation)…I felt brushed off by reception, and I eventually had to request a room change myself in the middle of the night. After multiple moves, I was finally placed in a quieter tower.

When I brought these issues up with the General Manager, I was met with deflection and blame — including being told that because I booked via Expedia and not directly with the hotel, I wasn’t entitled to what had been discussed. This was despite me sending screenshots of my reservation and clearly stating my booking platform from the beginning. The conversation felt dismissive and gaslighting, and ultimately the only resolution offered was a complimentary dinner — which I accepted.

The only truly exceptional part of my stay was the server who took care of me the night of that dinner. Her attentiveness, warmth, and genuine care stood out significantly from the rest of the service I experienced. She should be working guest services or front desk — her hospitality reflected the kind of treatment I had hoped for.

In addition, the location of the hotel was fairly inconvenient. It’s about a 40-minute walk to the city center, and while trams are nearby, it still adds an extra layer of planning and time to get to most of the main attractions — something to keep in mind when booking.

The hotel itself is stylish but overall lacked the follow-through, clarity, and professionalism I expected. The pool and gym are open to the public, which made both facilities overcrowded even during suggested quiet hours. When I say overcrowded I mean little children/babies having swimming lessons…and all the lanes for adult swimming being overloaded with people seemingly training with trainers for the Olympics or something…not the feeling you’re looking for when you go to a hotel pool for a relaxing swim.

Typically, bringing something like this to the attention of hotel management would horrify any top customer service representative — let alone a general manager. In most cases, a guest in this situation would have been immediately upgraded to one of the best rooms available and assured that every effort would be made to turn their stay around. The goal should always be to have the guest leave happy, smiling, and wanting to return — even if that meant encouraging them to book directly next time. When a guest goes out of their way to be clear about their intentions from the very beginning, it’s the responsibility of the hotel — especially its leadership — to meet that energy and ensure the guest feels...

Decided to move to a supposedly lovely hotel for 2 nights as thought would be lovely treat for my son as had a big gym and pool, how wrong was I.... we checked in on Saturday night I had called ahead to check availability and price for 2 nights as was leaving on the Monday. The lady on reception told me the price and we went straight over to check in. She took us to the room and we confirmed the price and that it included breakfast, all good. That was until we returned on the Sunday evening after visiting the salt mines that day to not being able to get into our room. We went to reception and they told us we should of checked out that day!!! We were no we booked for 2 nights why would we not when not going home till Monday?? The receptionist said could she ring the lady who we booked with and she told me there was a mistake made and was sorry but we had to PAY another night... Omg was so upset not my fault but still expected to pay, spoke to the general manager and someone higher Joanne I think she was absolutely awful would not listen at all just wanted the money!!!! What kind of customer care NONE i would say. My husband who is disabled and my son 16 were gobsmacked at their total lack of empathy. They had all our belongings locked in the room we were in and we felt we had no choice but to pay as had nowhere to go, cant tell you how upset we were just ruined out trip through absolutely no fault of our own. DO NOT GO TO THIS HOTEL IF U WANT GOOD CUSTOMER CARE. Just because Mecure are a big chain doesn't mean good at all in...

Decided to move to a supposedly lovely hotel for 2 nights as thought would be lovely treat for my son as had a big gym and pool, how wrong was I.... we checked in on Saturday night I had called ahead to check availability and price for 2 nights as was leaving on the Monday. The lady on reception told me the price and we went straight over to check in. She took us to the room and we confirmed the price and that it included breakfast, all good. That was until we returned on the Sunday evening after visiting the salt mines that day to not being able to get into our room. We went to reception and they told us we should of checked out that day!!! We were no we booked for 2 nights why would we not when not going home till Monday?? The receptionist said could she ring the lady who we booked with and she told me there was a mistake made and was sorry but we had to PAY another night... Omg was so upset not my fault but still expected to pay, spoke to the general manager and someone higher Joanne I think she was absolutely awful would not listen at all just wanted the money!!!! What kind of customer care NONE i would say. My husband who is disabled and my son 16 were gobsmacked at their total lack of empathy. They had all our belongings locked in the room we were in and we felt we had no choice but to pay as had nowhere to go, cant tell you how upset we were just ruined out trip through absolutely no fault of our own. DO NOT GO TO THIS HOTEL IF U WANT GOOD CUSTOMER CARE. Just because Mecure are a big chain doesn't mean good at all in...