Ginger ApartHostel

The staff were so accommodating about our later arrival and earlier departure, and I really appreciated that. The hostel was cosy, quiet and clean, with a great location within walking distance of the river banks and the castle. I also liked the parking, the comfortable social areas and the huge storage cases. Thanks again!

I booked Ginger Apart Hostel around 10 Dec for a stay from 25-28 Dec, then cancelled on 11 Dec. Before booking, I saw the hostel's policy on its direct website: the portion paid upfront would be refunded if a customer cancelled at least 5 days before check-in. I cancelled in time, so I expected a full refund and asked for one in my first email to the address I was referred to on 11 Dec. I got no reply. I followed up on 19 Dec and was told there would be no refund. I reminded them of their policy, but again got no response. I followed up again on 21 Dec. This time, I got an extremely uncalled-for email telling me to send my details to a different, supposedly correct email address, even though I'd been using the same address all along, including for follow-ups. Since that address had replied to my requests and kept up a conversation, I naturally replied in the same email chain. If it wasn't the right channel, they should have said so at the start. I told them how frustrating and misleading it was to then claim I hadn't sent my details to the correct address. Over time, it became clear to me that the delays and redirections were meant to stall and wear customers down when they asked for something they were entitled to under the hostel's own policies and guidelines. The hostel doesn't follow its own rules, and the rude attitude baffled me. On 22 Dec, they said they'd offered a solution, but all they did was tell me to contact the original email address, which I'd already done. I won't go into every detail, but the service felt extremely rude and entitled. To move things along, I sent my bank account details. On 29 Dec, they said I hadn't provided a proper bank account, which was false: it was the same account I'd used to pay for the booking. I let that go and sent another account detail. They then claimed the second account number was too short. I checked what I sent with people I trust, and it was correct. A Polish bank account wasn't required. Their repeated claims that I had given incorrect bank details felt dishonest and like gaslighting. Their claim that they didn't mind refunding me also seemed like a front to cover their poor service, since that's not what they'd said at the start of this whole ordeal.

We stayed two nights and were really impressed by the hostel, how clean it was, and the spacious rooms. The location was great, and being able to park there was a big plus. Breakfast was lovely, especially with the view over Wawel Castel. The only thing I'd suggest is adding a code for the car park gate. Each time, you had to run up three flights of stairs to get the clicker. Apart from that, we had a fantastic stay and would visit again!

The breakfast was the best I've ever had at a hostel or hotel, and honestly makes the stay worthwhile on its own. The rooms were big and comfortable, and the place was quiet, just right if that's what you're after. It's close to the castle and river, with a view of the castle from the hostel that couldn't be better. The vibe wasn't very social, but I didn't mind the quieter atmosphere. Staff were nice and helped me figure out public transport. Great value, and I'd stay again, definitely.