Hotel Altus Palace — Hotel in Wrocław

Disappointing and a bit odd.

The receptionist who checked me in was very polite. The duty manager was floating around the lobby and offered another woman also checking in a complimentary glass or champagne. I assumed having just checked in to a junior suite I also would be offered a glass. But alas not! Whilst the receptionist left the desk to get my bag which I had left with the desk earlier in the day, this duty manager came up quite close to me and spoke in Polish. I explained I didn’t understand and he then asked how he could help in English. I explained I had just checked in and was awaiting my bag, he then offered to find my bag. I was taken to the cupboard and I located my bag. I then asked how to get to my room and the elevator was pointed out to me. I didn’t feel particularly welcome!

When I originally booked a few weeks ago I booked a superior double and asked for a bath. I was told they would see what was available when I checked in. I’ld been in Wroclaw for a few days and was treating myself to the 5 star hotel for my last night and thought I would treat myself to an upgrade to a junior suite so emailed this request two days beforehand.

The room had no bath, was forward facing so the trams go past loudly (I live in London so this doesn’t bother me) and there were stains on the carpets. Also the toilet is barely two feet from the bed so not the best layout.

It seems the only thing that made this a suite was it having two TVs. My plan was to relax with room service and watch a film. I couldn’t get one telly to work and the only English channel was the news which is fine but usually premium hotels offer channels in various languages. I couldn’t get one TV to turn off so had to call to reception and ask someone to come and turn it off. Neither remotes or the button under the screen would work. I went to the spa whilst someone came to fix the TV. The spa is lovely but very small so with only 8 people in there it felt packed so I left after 20/30 mins.

There were only five meal options for room service and none of them appealed to me so I ordered a delivery.

At 19:30, there was a knock on the bedroom door and before I could answer the the door, a member of staff in a black uniform has used a key card to open the door themselves from the outside. I’m then offered ‘complimentary cookies’ and the person leaves quickly. I did thank them for these very stale looking cookies but quickly felt a bit weirded out because why is a member of staff opening the door?! What if I was changing or in the shower? Before I went to bed I moved the luggage rack in front of the door incase someone else buzzed themselves in proffering up pastries!

At 8pm some hoovering started outside so I figured maybe the spa would be quieter and more relaxing. I got down there and this time there was just one other person. He wasn’t wearing any bottoms and I know this isn’t the hotel’s fault but you would think in a mixed sex spa you wouldn’t get naked!

I didn’t sleep well because I couldn’t relax wondering why wasn’t I offered a complimentary drink on check in, what are these stains on the carpets, why did the air-con start rumbling away at 3am and why did a member of staff use a key card to open the door and offer cookies?! All felt very odd. I wished I had stayed in my more centrally located and quieter airbnb!

Upon checking out I did mention to the duty manager about a member of staff accessing my room and how uncomfortable I felt. Before I was offered an apology he asked if I had put the key card in the room slot. Obviously I had to get the lights to work but even if I hadn’t I don’t understand why this would have made the member of staff accessing my room acceptable.

Ironically, I was then offered a complimentary glass of champagne but it wasn’t even midday and I just wanted to leave...

I've had a pleasure of staying at the Altus Palace Hotel 2 weeks ago. I need to say, it was one of the most enjoyable breaks I've ever had. I am originally from Poland but live in the UK. I had to check in in the middle of the night due to late flight but it wasn't a problem. I was greeted by lovely staff who took care of me straight from the taxi door to my amazing room.

The room I've stayed in was wheelchair accessible due to my mobility needs. It was spacious, everything was within my reach including towels. I was especially impressed with the bathroom. It was fully adapted, all grabrails were exactly where I needed them but it still remained luxurious. It was empowering to be able to finally use a bathroom that didn't have a hospital feel to it! My only suggestion would be to change hooks of the shower curtain, I think they were too tight and I struggled to move it smoothly which potentially could be a safety risk to someone with mobility issues.

Breakfasts were absolutely divine. It's a shame one stomach cannot fit it all. I believe there were options for every diet preference. Everything was super fresh, variety of fruit and vegetables, salads, fish, cheese, meat and bakery! And last but not least, a la carte options. I think it was the best scrambled eggs with bacon I've ever had. So good that I had it everyday! They offer prosecco at breakfast too! It was a lovely beginning of a day to finish my breakfast with a mimosa and cake!

I also had a dinner at the hotel restaurant and again, food was absolutely exquisite! I especially enjoyed tartare with pickled radishes!

And most importantly, restaurant staff (both at breakfast and later on) were welcoming, friendly and very knowledgeable. I love hearing about food and wine, I especially like German Riesling so it was great to find out that Poland has its equivalent. I did manage to buy few bottles at the shop recommended by a lovely waitress.

I also treated myself to a relaxing massage of face, neck and shoulders at the hotel spa. It was quite pricey but the minute it started I forgot about the whole world! It was indeed relaxing and I loved every second.

The only downside is traffic/tram noise in some parts of the hotel. But bear in mind that the building is from 19th century and is considered as a historic monument so major changes to the structure of the building would not be allowed by Polish conservatory regulations.

Actually, you can find out all the details about history, architecture and art from the Hotel staff! It's very interesting and they even offer a little tour around the Palace.

If you managed to read my whole review, then you probably realise that I definitely recommend the Altus Hotel! I hope you don't hesitate to book your stay when you visit Wrocław. Hope you enjoy it as much as I did! I cannot wait to...

Overall summary: lovely new hotel. And that is the end. Everything else is a tragedy at the level of a three-star hostel. Arrival: Intercom at the entrance, an answer in Polish to an English question, and then the bellman came to say that we had to park elsewhere—no help with the suitcases. When explicitly asked what to do with our luggage (that he could take them), he said we could put them in the room. Unexpectedly. Reception: Staff need help with greeting or responding to greetings. Generally, the team at the reception was arrogant and mean, which was impolite and quite embarrassing. Fake hospitality is terrible, but I often felt like I was annoying the staff with my mere presence. The last day was an exception; unfortunately, too late. Parking: 5* hotel from 2022 and doesn't solve parking properly? Room: I ordered Junior Suite, paid Junior Suite (PLN 4320), and got Superior (PLN 3165). After my warning (without any apology; it's a bug on the website), there was a question about whether I wanted to have this downgraded room. We didn't wish to (loud trams; the fire station). Then an hour of waiting for our suite because it wasn't ready. There were barking dogs in the next room. The room was excellent; just the duvet could be more oversized. The wardrobe had a light that turned on when it was closed. Cleaning: Hilarious story. The basket had not been taken for two days, the sheet was not changed (despite explicit request), and drops of water covered the glass and faucet in the bathroom—15 minutes of work. The next day at 3:30 p.m., the room still needed to be cleaned; we had been gone since 11. The highlight was the open window (room on the ground floor). Spa: small, fully occupied on the first visit (all four places) and pungent smell of chlorine, but better on the next visit, but on the fourth visit, the shower at the sauna was no longer working Departure: Friday morning, I was taking my bags to my car, and the bellman stopped me, saying it was his job. He pulled the car up, put the suitcases in. I described my experience from Sunday, and he told me it was unprofessional. The receptionist at check-out was interested in our opinion; I openly stated my discomfitures. She apologized (even though she and her colleague were working 100%) and gave me a discount on parking (PLN 100) and a v-card to call on my next visit.

Truthfully, I will never revisit this hotel. The hotel was a huge disappointment—total waste of money. Yes, photogenic and new, but that's all about it. 1k € for five nights is entirely inadequate for these poor services. My rating is 1*, because a worse rating is not possible. I do not recommend it and sincerely regret this choice of this hotel because the services provided did not correspond to the paid price—a beautiful hotel spoiled by...