Diuna Beskidy-Ustroń

We chose this hotel because the reviews suggested good quality, and we had booked two long-awaited nights to enjoy the wellness facilities, food, and some rest. It wasn’t cheap: 540 euros for the two nights. Sadly, the stay was a real letdown, and I don’t feel we got value for the money. The first night there was a loud party at the hotel that went on until 1 am. Nobody warned us, and with children along, we couldn’t sleep or relax at all. The buffet was also disappointing. Most of the food was quite cold, breakfast coffee was instant, and at dinner there was only water, with no soft drinks or tea. Our Deluxe family room for four was very small, and we barely fit. The staff, though, were very nice to us. I left feeling disappointed with the stay and the money spent. The quality didn’t match the price. We don’t recommend it.

When I arrived, they told me my reservation hadn’t gone through and that I hadn’t been charged. After seeing the small, dirty, unacceptable room, I decided to leave. Later, the hotel used my information to enter my billing details manually and charged me for three nights. My credit card company let me know. A real lack of class and basic professional integrity. Really sad!

There are lots of trails nearby to explore, and breakfast was very good. Everything was clean and nicely done. The indoor spa water was warm, which was perfect. Nothing bad to say.

The kids’ entertainment was fabulous. It was run by a very friendly outside company, and the kids loved it, though it only happened once a week. There’s also a lovely place just down the road with a big menu and great service. The hotel itself was really disappointing. The customer service was shockingly poor, with staff rolling their eyes and making you feel like they were doing you a favor. The rooms are small but clean, and they’re only cleaned every three days. Towels are changed on the same schedule, and only if you ask. We’ve never stayed somewhere that charged extra for a clean towel. There was no quiet at night either, with swearing and loud music going on very late. Maybe we were unlucky with the group staying at the same time, but the hotel staff did nothing about it. Wouldn’t recommend it and won’t be back. Two stars, not three.