this is the first time ive not had a good experience with an accommodation that was quite well rated on tripadvisor. i'll caveat that some of what i was disappointed with was already made clear on their website, but most of it was only provided after the non-refundable booking was made (such as when the office opens) on the confirm. what i didnt like:
1. the office is located at one part of town, and the apartments are scattered around town. while they are not very far from the office, its not convenient to lug your suitcases around on cobblestone roads
2. the office only opens at 9am which was EXTREMELY inconvenient for someome like myself who came to Krakow via an overnight train, and essentially had to camp out at some restaurant till they opened the office just to drop my luggage off. what was even worse was i had emailed them prior to my arrival clearly stating this issue, and they didnt bother replying to the email
3. the apartments are NOT service apartments. i.e. they will not come by and clean on a daily basis or provide fresh towels
4. the apartment wasnt clean to begin with- the contents of the fridge (meat and sausage) had not been emptied before i checked in and this was particularly frustrating given i am a vegetarian and had no desire to empty the fridge myself. i emailed old town apartments about this and no one bothered to even come by and clean it.
5, while the apartment was okay at best, the building itself (i stayed in luna apartments) was absolutely HORRIBLE. it was decrepit and falling apart, and felt terribly unsafe. i have pictures of just how disgusting the building was and i will upload them as well. in addition, the apartment was extremely extremely noisy (from the streets of course).
given that i mostly look for cleanliness, convenience and safety as a traveler, i must say this was an absolute disappointment and i dont recommend it at all.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I am very sorry to read that you feel disappointed with our apartment. Especially with Luna apartment which has the average rate given by our customers 8,45/10. As you mentioned many issues in your review, please let me refer to each one separately. First of all, I see that you made a reservation through the external booking agent and not directly with us. I checked the presentation of our offer on their website and all important information is there like: " Old Town Apartments are located in various locations of Kraków’s beautiful Old Town and Kazimierz" or "Please note that the reception address is 4 Wiślna Street, apartment 6. The apartments are located in a different building. Should you arrive outside reception opening hours, please contact Old Town Apartments in advance to arrange a self-check-in procedure.". I see that you contacted with us regarding your early arrival time and in fact you did receive the response: "I kindly inform you that in case of arrivals before 13.00, only when contacting the office on arrival day they will be able to tell you if there is a possibility of early check in. This only happens if the night before the apartment was free or if the guest left very early.". And in fact we did have the guest in Luna apartment the night before. So obviously we couldn't let you in the apartment in the early morning. But we did respond to your question.
As for the location of our office vs Luna apartment, it is less than 5 minute walk between those two points.
Yes, that is true that we do not have a daily apartment cleaning, but we are not a hotel. However, if a guest wishes to have fresh towels we can change it without a problem.
I would like to apologise to you for the incident with the frigde. It was absolutely the fault of our cleaning lady and I would like to assure you that I already had a discussion with her. She is very concerned about it and promised that it will never happen again.
You mentioned the building where Luna is located. The outside facade is renovated. Inside you can find standard Krakow wooden staircase. It is not renovated, but I can assure you that it is not falling apart. It is safe. Moreover, the budiling in monitored and to enter the staircase you need a key or a code to open the door. So no strangers can enter the building.
As for the noise, the apartment is located on Slawkowska St, right next to the Main Market Square, which is a heart of Krakow and where also a night life is present. However, we have also apartments which have a view to a peaceful courtyard. It's a pity we hadn't received the information about your noise preferences before your arrival. I am sure we would have offered another quiet apartment.
Taking everything into consideration, I would like to apologise to you for a fridge issue, which obviously is our fault and I admit it is unacceptable. For the rest of the issues, I believe that they were caused byt the fact that you didn't make a reservation directly with us, but through a booking agent who didn't inform you about all points you were interested in.
Should you have any other suggestions or question, please feel free to contact me directly outside Trip Advisor. I will be more that happy to explain everything.
Krakow Department Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.