Sośnica Resort & SPA — Local services in Zakopane

My honest experience at Resort Sośnica (Zakopane)

Unfortunately, our stay at Resort Sośnica was far from what we expected — and I feel it’s important to share our full experience for future guests.

We were a group of three families, staying in three different apartments at the same time. From day one, it became obvious that the hotel is still under construction and not yet ready to deliver quality service. The apartments were equipped with the cheapest possible furniture and appliances, and we encountered multiple technical and comfort-related issues.

Here’s what we faced in apartment A24 (my stay): • Leaking kitchen faucet from the start. A technician removed a part and promised to return — but never came back. • Broken vacuum cleaner that needed replacement. • Non-working exhaust fan in the bathroom. • Broken toilet door handle during our stay. • The apartment is listed for 4 guests, but the sofa bed is placed directly under the air conditioner, making it impossible to sleep or even sit there for long. • The windows opened directly to a parking lot and garbage bins of a neighboring hotel.

The other two apartments had issues as well: • In one, there were no wardrobes or storage spaces, which made it highly uncomfortable. • In the other, construction noise made it nearly impossible to relax — and in fact, construction was audible in all apartments during the day.

We also had a recurring drainage problem in all three apartments — water wouldn’t drain properly in the showers, which created constant inconvenience.

Another serious issue is that nothing in this hotel is complimentary. Want more dishwasher capsules? You’ll need to pay. Extra pool towel? Also paid. There are no basic free extras, which is unusual for a hotel in this price range.

Now to the main reason I’m writing this:

We reported the faucet issue to reception early on. The technician told us the problem was a missing sealing ring, not damage. Later, a receptionist came into the apartment and tried to force the faucet shut — on the technician’s advice. I never touched or tried to fix the faucet myself. Yet after our departure, I received a message stating that we had caused mechanical damage and that the deposit would be withheld.

To make it worse, I was also told we did not pay the local tax — despite the fact that we paid everything at check-in. At check-out, I handed the keys to the security guard behind the reception desk. If, as the hotel claims, that person “isn’t officially an employee” and cannot accept check-outs, then why is he seated at reception, collecting keys? No one told us otherwise.

All of this points to a serious lack of communication, poor customer service, and an attempt to shift responsibility onto guests after they’ve left.

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Pros:

✔ Great location ✔ Good spa area

Cons:

✘ Still under construction ✘ Very cheap furniture & appliances ✘ Ongoing maintenance problems ✘ Poor drainage in showers ✘ Loud daytime construction noise ✘ Sofa-bed placed under A/C unit ✘ Nothing complimentary — all extras paid ✘ Unfair handling of deposit ✘ Poor communication with guests

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I don’t like writing negative reviews, but in this case — guests deserve to know. I cannot recommend this place unless major changes are made — both in how the hotel is managed and how guests...

Disappointing stay — would not recommend.

We stayed at Sośnica as a group and rented several apartments at once. Unfortunately, the overall experience was far from positive.

The hotel appears to be still under renovation or construction, and it shows. Inside the apartments, everything feels cheaply made — from furniture to appliances. It doesn’t feel like a proper resort at all.

Issues we faced: – In our unit, the kitchen faucet was leaking, the bathroom fan didn’t work, and the toilet door handle broke during the stay. – The vacuum cleaner was broken from day one. – The sofa bed was placed right under the air conditioner, making it impossible to sleep on. – Another apartment in our group had no storage space or wardrobe at all. – One of the units had windows facing a parking lot with garbage bins. – Shower drainage was a problem in all apartments, water wouldn’t drain properly. – On top of that, there was ongoing construction noise during the day in and around the hotel.

Another downside — everything extra costs money. Need more dishwasher capsules? Extra fee. Pool towel? Also paid. Even basic things aren’t included, which is unacceptable for this type of accommodation.

What really frustrated us was the way the hotel handled things after checkout. We reported the faucet problem ourselves. Their technician came, said it was just a missing rubber ring, and removed the part. Later, a receptionist came to the room and forcefully tried to twist the faucet, saying the technician advised that. After we left, they accused us of damaging the faucet and withheld the deposit. They also claimed we didn’t pay the local tourist tax, even though we paid everything upfront at check-in. At checkout, we returned the key to the guard at the front desk, and now they’re saying he’s “not an official employee” and the checkout “doesn’t count”?

The whole thing felt like an excuse to avoid accountability and shift blame onto the guests.

✔ The only real positives were the location and the spa area. But with service and communication like this — that’s not enough.

Not...

We had a very disappointing experience at Sosnica Resort & SPA.

During our stay, there was a loud renovation in the apartment, which significantly affected our comfort. The hotel initially refused to relocate us and instead offered only a 10% discount. Only after we contacted Booking.com support did they finally agree to move us to another unit.

After our stay, the hotel is now trying to charge us for “damaged curtains” — damage that we did not cause. They have not provided any proper evidence: no dated video recordings before or after our stay, only unclear photos that do not prove anything.

After reviewing many other guest experiences, it became clear that this is not an isolated case. There are dozens of similar complaints where guests are accused of damages without proof and deposits are withheld. This strongly suggests a systematic practice.

Our deposit (500 PLN) is currently being held, and the hotel refuses to return it until they calculate so-called “damages.”

We strongly advise future guests: Do not agree to pay for damages based only on photos — photos are not proof. The only valid evidence is dated video documentation before and after the stay, which the hotel is unable to provide.

If you face a similar situation, contact consumer protection authorities and report the case through the platform you used for booking (e.g., Booking.com).

Very stressful and...