Premier Krakow Hotel

We really enjoyed our stay. The hotel is good value, breakfast has a nice range of options, and there was nothing we disliked. Checking in at nearly 1:30 pm was very straightforward.

The main issue was the shower, and the way reception dealt with it made the stay much worse. The holder for the shower head in our room was broken, so you had to hold it in your hand to shower. The screen was damaged too, with a large piece missing, and water ended up all over the bathroom. We reported it the following day. A staff member came to look, but seemed surprised that we expected the shower head to stay in place. We were told they would repair it or move us, and that someone would call. After 45 minutes with no update, my partner went to reception. They then said neither a repair nor another room was possible. The receptionist even asked whether holding the shower head was really a problem and said this was normal in Poland. It isn't acceptable in a four-star hotel anywhere. We got no apology, fix, or compensation, only excuses, and the response felt dismissive, unprofessional, and insulting. We were shocked by the broken basic facilities and the lack of customer service. This was far below the standard the hotel claims, and a shameful experience. Future guests may want to lower their expectations or stay elsewhere.

Breakfast was decent, and the pool was warm at 28 degrees, thankfully not freezing as one review had said. I was also surprised that planes approaching for landing were barely audible indoors. Still, this felt more like a three-star place than a four-star hotel. We booked a king bed but got two beds pushed together that kept separating. The rooms aren't soundproof: you hear doors being pushed shut, and can feel the impact too. Kids running in the corridors are audible as well. You can't open the windows, and the heating system seemed questionable.

The staff were very helpful, and the beds and linen were pretty good. But the hotel bar shuts at 10 pm, and the fourth-floor landing was uneven, like a road full of potholes. Our first room was a bit cold because the air conditioner wouldn't heat; the second was okay until we found its shower head holder was broken, making showers a pain. Also, a taxi to the main square costs around £18-£20, so this place isn't close if that's where you're heading most days.