On a recent trip to Poland, we stayed at this hotel for 2 nights passing through Wroclaw on our way to Warsaw. I have to agree with other reviewers, this hotel is in serious need of a 'jack up' (new management team) when it comes to service and staff training..... I note from the other reviews that the issues raised are still the same (with minor exception) to those raised 3 years ago.... someone is not listening!
On the positive side. The rooms are large. The hotel lovely to look at from the outside as it is in an old, restored baroque building. Interestingly it is very modern inside. The location is really good, close to the old town.
On the negative side. There is no car park and we were very lucky to get one right outside as someone was leaving just as we arrived. The bell boy (who doubled up as 'trainee maintenance' I assumed as he later came to try and fix our TV), was friendly and helped us with our luggage.
The reception staff were young, surly and unwelcoming. No niceties. There were about 5 people standing around, 3 of which I assumed were trainees. The entrance looks very modern but the tons of dark marble used has dated the hotel and it does not have a 'fresh', 'inviting' feel.
We were allocated a room that had a dreadful, pungent smell causing me and my husband immediate hay fever. And although large, was dark, drab in appearance with one small window and curtains hanging off the rail in part. I immediately called reception and objected to the room as I was not happy with it. They sent up a young man that apologised profusely and continued to apologise throughout this process... he showed us 2 more rooms. We decided on one that was bigger with a lot more light and curtains that seem to work okay. But, alas, he had made a mistake and had to retract as he had shown us a room in a different class and so we had to go through the same exercise again.
This comedy continued..... The TV did not work and the bell boy, despite valiant efforts, and lots of apologies could not get the sound to work properly. The first night, 3 young gals whirled through the room, yanked the curtains closed (awkward to close in a hurry I can assure you), plonked a small box of truffles on the bed without any comment, turned the bed and disappeared never to be seen again after that first night. Oooh, sloppy! Also, no hand towels in the bathroom (lots of bath mats) or face cloths. The restaurant and bar staff are tardy..... have to call them over to get service (empty bar/restaurant), have to remind them of the order etc etc. At a 75 zloty price for breakfast, not good enough! Early morning tea..... did not have our choice of Earl Grey which we know they have in the bar downstairs?
In summary, it appears that the hotel is staffed by novice, young people (low wages) that do not have any life experience and no concept of how 5 star luxury hotels are run in the world. I suggest a trip to some 5 star Asian hotel (Singapore, Hong Kong, Shanghai) or London (eg Langham) will be a very valuable experience as they will know what competition they are up against. I would recommend staying somewhere else.
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