Polana Resort By Loft Affair

We were left stranded with no explanation or help, and we’re deeply disappointed and shocked by the way this was handled. After traveling more than 500 kilometers to Zakopane, we arrived to find our reservation had been cancelled. We couldn’t reach anyone by phone or through any central contact. They finally replied to our email an hour and a half after we arrived to tell us the booking was cancelled. We had paid for the accommodation in full in advance, so this wasn’t a “book now, pay later” reservation. Cancelling a prepaid booking at the last moment without warning is unacceptable. The response was careless, unprofessional, and not guest-oriented at all. This level of service is outrageous. I’d strongly advise others to think twice before booking here.

We stayed in apartment C12, which had a fantastic view. The facility was peaceful, the private parking was easy to access, and the children could get to the garden/common area easily. The sledding ramp five minutes away was the highlight for them. The city center is 6 km away, about a 12-minute drive, with shops along the way. Our room was clean and everything in it worked and was well maintained. It had everything you might need in a home, and we were very pleased.

We’re shocked and outraged. Our fully prepaid booking was cancelled after we’d already arrived, and no one could be reached. An email telling us the reservation was cancelled came only 1.5 hours after arrival. This wasn’t a “book now, pay later” booking, everything had been paid in advance. The attitude was completely non-guest-oriented. Disgusting and unacceptable behavior. Do not stay here under any circumstances.

The apartments are modern, bright, and cozy, with a beautiful view. It’s a quiet place with parking and a delicious breakfast.