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“Poor service and very high prices” 1 of 5 stars
Review of Sheraton Krakow Hotel

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Sheraton Krakow Hotel
5.0 of 5 Hotel   |   Powisle 7, Krakow 31-101, Poland   |  
Hotel amenities
Ranked #25 of 247 Hotels in Krakow
Senior Reviewer
9 reviews 9 reviews
5 hotel reviews
Reviews in 6 cities Reviews in 6 cities
36 helpful votes 36 helpful votes
“Poor service and very high prices”
1 of 5 stars Reviewed October 9, 2012 via mobile

Stayed at the Sheraton for 4 nights in a suite. The television did not work and despite many complaints and visits from the engineers there was a reluctance to do anything other than to say that it would be fixed in 10 minutes. Needless to say we had 4 days without a working television. The staff do not respond and are not attentive. The service level is abyssmal when you consider the very high price. If you want service try another hotel chain. One bright note the location is excellent and probably sells the hotel as the service certainly doesn't.

Stayed October 2012, traveled with family
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sheratonKrakow, General Manager at Sheraton Krakow Hotel, responded to this review, October 10, 2012
Dear Guest,

Thank you for your comprehensive review on your recent visit at our hotel.

I personally feel sad to read that you did not enjoy your stay with us and would like to apologize for all inconveniences caused to you.

What makes me even more dissapointed is that we usually receive positive comments on our service level and that it is one of the main reasons for people chosing our hotel.

During last week, we conducted an upgrade to our TV system for the entire hotel. This in order to increase the number of TV channels we offer and to change them to digital quality. This upgrade seems to have had a negative impact on your room in particular. Hence I would like to discuss the matter further with you offline. May I please ask you to contact me via gsc.krakow@sheraton.com.

Best regards,

Stijn Oyen
General Manager
Sheraton Krakow Hotel
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,241 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    5 of 5 stars
Traveler tips help you choose the right room.   Room tips (261)
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Coventry, United Kingdom
Senior Contributor
48 reviews 48 reviews
19 hotel reviews
Reviews in 26 cities Reviews in 26 cities
47 helpful votes 47 helpful votes
5 of 5 stars Reviewed October 8, 2012

We stayed in a deluxe room on the 3rd floor overlooking the river (worth paying the extra for to wake up to a great view in the morning!) The bed was very comfortable and the room had all of the amenities you would expect from the Sheraton. The staff at the hotel were friendly and helpful. As the trip to Krakow was part of my birthday celebration the staff even delivered a complimentary birthday cake to the room which was a really nice surprise and testament to the great service we received. The rooftop bar is worth a visit if you wish to enjoy a few drinks overlooking Wawel castle. The Main Square is about a 5-10 minute walk from the hotel.

After reading some of the previous reviews regarding noise it is also probably worth mentioning that during our stay there were a few private events being held late into the night. The hotel however had closed off some of the firedoors (my guess was to keep the noise to a minimum) which seemed to do the trick and our stay was certainly not disturbed by other guests.

I would definitely recommend if looking for a comfortable stay in Krakow, the hotel is however very ‘generic’ (as you would expect from a chain hotel) so those travellers expecting character may wish to look elsewhere.

Room Tip: If possible stay in a river view room
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  • Stayed October 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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sheratonKrakow, General Manager at Sheraton Krakow Hotel, responded to this review, October 11, 2012
Dear Guest,

May we thank you for choosing to stay with Sheraton Krakow Hotel and for taking the time to share your feedback with us.

Wonderful to read you have chosen Krakow as a destination for your birthday celebration – our Pastry Team do their best to enhance this special day with a special sweet treat, glad you enjoyed it.

I am particularly delighted that you have mentioned our Roof Top Terrace & Lounge Bar which indeed offers unforgettable views over Krakow.

Rest assured I will pass your comments on to my Team as there really is nothing more motivating than hearing that a guest has left the hotel with pleasant memories.

We look forward to your next visit.

Regards,

Stijn Oyen
General Manager
Sheraton Krakow Hotel
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Gold Coast
Top Contributor
75 reviews 75 reviews
31 hotel reviews
Reviews in 28 cities Reviews in 28 cities
35 helpful votes 35 helpful votes
5 of 5 stars Reviewed October 8, 2012

Great check in/out, great concierge service, good breakfast, sensational location.
A short walk to Wawel Castle. Employ a guide at the entry gate. If you are lucky enough to employ Elizabeth you will be priveledged to be in the company of a Polish patriot. You will come to understand from the heart as well as history what it means to be Polish. You will appreciate the importance of the church and Pope in saving this country. Spend a good half day or more at the Castle before moving to the city centre for another treat.

Room Tip: Go for a river view
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  • Stayed September 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London
Contributor
19 reviews 19 reviews
14 hotel reviews
Reviews in 14 cities Reviews in 14 cities
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed October 8, 2012

Had a river view room, which was spacious, comfortable and clean. Furniture in good condition, excellent bed and scrupulously clean bathroom. Complimentary water in the room a nice touch. Hotel food was, on the whole, pretty good - breakfast buffet had a good range of options. Staff were all great - very helpful and always with a smile on their face. Building itself is a bit characterless, but that would be the only minor quibble on an otherwise very efficient stay.

Room Tip: River view would be preferable
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  • Stayed October 2012, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Texas
Contributor
13 reviews 13 reviews
6 hotel reviews
Reviews in 9 cities Reviews in 9 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed October 6, 2012

Recently visited Krakow and stayed at the Sheraton. The rooms were clean and comfortable. The bed was devine!

Had dinner at The Olive in the hotel and the food was very good. Bar drinks were very good and you must try the desserts.

Within walking distance of the Wawel castle and the river. Must visit to see the fire breathing dragon and take in the view.

  • Stayed October 2012, traveled on business
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Prague, Czech Republic
Senior Reviewer
10 reviews 10 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed October 6, 2012

I stayed one night there; hotel is nice design in old style. For one night stay great choice, for more days I will think about paid more and choose more expensive room with view not to atrium but to river view. Room was very dark. Breakfast was fabulous I never had such good choices and fresh juice! I have to also compliment hotel’s bed. I am travelling a lot and stays in different hotels and locations, but I have to say that this bed is the best I ever slept. It is near to Wawel castle – so pretty close to the city centre.

Room Tip: Standard room is dark - window is to atrium, choose just for short stay or when you plan just sleep...
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  • Stayed September 2012, traveled on business
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London UK
Senior Contributor
41 reviews 41 reviews
30 hotel reviews
Reviews in 28 cities Reviews in 28 cities
41 helpful votes 41 helpful votes
5 of 5 stars Reviewed October 5, 2012

We stayed in a club room: large room with good view over the river and the castle. Very quiet, exceptionally comfortable beds, vg Internet connection included.Pleasant atrium for meals ( average) but superb staff in all departments: well-mannered, helpful and friendly. In my opinion this hotel is infinitely preferable to a boutique in the old town where you hear and see nothing nut tourists and students. Roof top terrace a bonus in fine weather.

Room Tip: Do not choose a room facing inside the atrium
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  • Stayed October 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Sheraton Krakow Hotel

Address: Powisle 7, Krakow 31-101, Poland
Location: Poland > Southern Poland > Lesser Poland Province > Krakow
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Krakow
#10 Romantic Hotel in Krakow
#10 Family Hotel in Krakow
#12 Luxury Hotel in Krakow
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Sheraton Krakow Hotel 5*
Number of rooms: 232
Official Description (provided by the hotel):
Located near Wawel Castle on the bank of Wisla River, Sheraton Krakow Hotel is steps from the most important things in Krakow. ... more   less 
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Also Known As:
Sheraton Krakow
Krakow Sheraton

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