Apartament Serwis

I couldn't finish my seven-night stay. I had booked for two, but two friends stayed for two nights. The owner used CCTV footage to demand 700 PLN, half the price of the full stay, or I would be evicted. I asked to negotiate and for a bill or breakdown, but didn't get one. Booking support wouldn't intervene, and I had to leave under threat of police involvement, even though my friends were leaving that day. Completely unacceptable. Check the Google Reviews too. I wish I had before booking, and Booking.com should be ashamed for keeping this property on its site when this seems to keep happening. There was a strong cigarette smell throughout the main building and stairwell, despite the description saying smoking wasn't allowed in public areas. The rented apartment smelled of mildew in the bathroom. It was advertised as a one-bedroom, but it's an open studio with no door separating the sleeping, kitchenette, and lounge areas. The listing showed air conditioning, but there wasn't any. The windows face a busy route with ongoing siren, car, and tram noise.

Good morning, I am lodging an official complaint about this property and Booking.com's customer service. I would like Booking to investigate whether the listing matches the accommodation and to look into reports of guests being forced out or pressured to pay large fees without supporting paperwork. Since I had to leave before finishing my stay and book somewhere else at short notice, I would also like Booking to consider credit for the lost nights and the extra cost of replacement accommodation. Please contact me if you need more information. I've used Booking many times and had good experiences until now. I'm surprised by the lack of help and may look for other services if this isn't addressed. During my seven-night booking, I received a late-night message saying I had exceeded the guest limit and should contact the owner. The next morning, I was told to pay 700 PLN for two extra guests for two nights or leave. I asked for an itemized bill and was told I would only get a receipt after paying. I wasn't willing to pay an extra charge without proper billing. When I refused, I was threatened with eviction and a police call. I contacted customer support to mediate. They emailed the property but wouldn't negotiate on my behalf, which was fine; what concerned me was that Booking didn't require proper billing. Agent Tomas told me several times that, because I'd violated the guest policy, I could be made to pay any amount, with no maximum. The charge was half the price of my seven-night stay. The website showed an additional 54 PLN per night for two extra guests if booked in advance. I didn't pay 700 PLN, and had to find another place to stay. The booking was for my partner and me; my friends made an impromptu trip to Krakow during my stay, and I hadn't thought to contact the property about them. I tried to negotiate the fee down from 700 to 200 PLN, but the owner refused. Afterward, I checked the Google Reviews and saw similar accounts from earlier guests, including police involvement and the owner's spouse forcibly removing luggage. Other reviews describe guests being evicted for bringing bicycles or having children under five stay one night. The recurring stories made it seem that Booking takes no responsibility while continuing to host an aggressive owner. Google link: https://maps.app.goo.gl/T7UhfTrd5YaEoB95A The property also allows smoking in common areas, including the stairwell, where the smoke smell is inescapable. Although described as a one-bedroom apartment with a separate bedroom, it's an open-plan studio with no separate room from the lounge or kitchen. The description is inaccurate, and guests may face aggressive enforcement of policies and fees without proper documentation.

Awful. There's a moldy smell inside, and trash bags are left by the entrance and sitting area. It's described as a one-bedroom flat, but it's just a studio.

If privacy matters to you, I'd avoid this place. It felt like Big Brother was watching us, and the monitoring ruined our stay in Krakow. There were cigarette butts outside the corridor and a lot of smoking there. The website photos showed AC, but it wasn't installed and couldn't be used. With no AC, we opened the windows a little for air. The owners or agent kept telling us to shut them, even when it wasn't raining, and sent CCTV footage. We explained that we were inside and nothing was getting wet, but they didn't seem to care that we needed air. Another day, a business partner came by and stayed late while we discussed a few things. The next day, the agent warned us that visitors weren't allowed and said they had CCTV footage showing the timings. We became worried there might be hidden cameras inside the apartment too. There are CCTV cameras on every stairwell level. When we tried to explain ourselves or ask why, they talked over us on the phone, which made us very uncomfortable. Be careful.