Aparthotel Stare Miasto

Do not book this property. Our trip to Kraków was completely ruined by appalling sanitary conditions, a shocking lack of basic customer care, and a management team that completely refuses to accept responsibility. ​Upon arrival, we chose to pay an additional £300 directly to the property to upgrade to a higher-standard room so we could enjoy a spa bath. This turned out to be a massive mistake. The first time we turned the jets on, the bath blew out a disgusting amount of thick dirt and black debris into the water. ​Far more seriously, we discovered that the room was infested with bed bugs. ​We immediately brought both the filthy spa bath and the bed bug infestation to the attention of the front desk staff, expecting them to take urgent action. Instead, they did absolutely nothing to assist us or move us to a clean room. Because we had already paid a significant amount upfront, finding last-minute alternative lodging in the city wasn't logistically or financially viable, forcing us to endure the stay in unsafe conditions. ​Worse still, we have since contacted the hotel management directly with clear photographic evidence of both the filth and the infestation. Unbelievably, they are flatly refusing to accept the reality of the situation or offer a refund. ​This property is an active public health hazard run by a dishonest management team. We are formally reporting them to Sanepid (the State Sanitary Inspection in Kraków) for an official regulatory investigation. ​If you value your health and your money, look elsewhere. Do not risk staying here.

Shame about this review as its quite a pretty hotel with a decent location. I'll keep it simple. 1) A/C wasn't working. 30°C in June 2026 and the A/C was stuck on 22°C. Spoke to reception and told "oh we know were getting it fixed tomorrow, its affected the whole building". 2) Next day speak to reception, to be told "oh I don't know anything about this". Clearly nothing else was broken in the hotel and was told it'll be fixed to move us along. 3) Exposed electrical wiring in the bathroom. Photos attached. 4) We were happy to stay there but wanted to discuss a partial refund for the fact we were so hot and essentially lied to. We'd have taken £25 as a gesture as we were happy to stay there. 5) We had to get Hotels.com involved as we got no where with reception. The chap couldn't do anything and told us to try again tomorrow when management were back in. This hotel refused any sort of refund/compensation and Hotels.com apologised on their behalf. Other than this, its a nice hotel with a decent location. Make your own decisions when making a booking here.

Absolutely shocking customer service - zero humanity in their approach. Is urge people to sue a more personable company/hotel/facility