Worst trip ever!
I booked the Krakow/Auschwitz tour. It was a waste of money. The only things that were...
Thank you for taking the time to review your experience. We must point out that your statements are gross mischaracterizations, exaggerations & in some cases outright lies pertaining to the trip, the experience & the company. It must be stated that In 20 years of business, this is the FIRST time we’ve ever had a property (hostel or hotel) inform us that the police will be called if a customer doesn’t leave the property immediately (as you were so threatening towards the staff that they felt the need to call the police on you).
You booked a weekend trip to Krakow, Poland that included 3 nights hostel dorm package which is a bed in a shared dorm with other travellers (there was a private room option available, but you chose the cheaper shared dorm hostel option), 3 breakfasts, a professionally guided tour of Krakow’s old town & then a separate tour of Krakow Jewish Quarter (both of which take place with a group of travellers, as they are not private 1 on 1 tours), and a full day (7.5-8 hours) excursion to the Auschwitz & Birkenau memorial camps that is also a professionally guided tour. In addition to the above mentioned items you also received a detailed guide to Krakow (optional activities, booking info & restaurant and nightlife recommendations, guide to Krakow food specialties, etc.) as well as 24 hour customer support from our team (via email, phone and WhatsApp). All of these you received.
Regarding the hostel, you wrote an email at 6:30am Friday morning saying you couldn't sleep because someone was snoring in the hostel dorm (the package you booked) and that you went ahead and booked yourself an Airbnb for the rest for the weekend and would be moving there. Following this we informed the hostel reception of your plan and that you booked alternative accommodations. They told us that you had not checked out and that you needed to if you would no longer be staying there (which is standard policy). We then relayed that information to you. And in the event you elect to leave the booked and paid accommodations during the dates of the stay, it is non refundable of course. If you are no longer staying there you are not allowed to keep your things there, come and go as you please and show up for breakfast. As well, you write here that the hostel was “terrible”. You provided not details on what exactly was “terrible” and most importantly didn’t make this claim until Sunday (after the trip had already finished, and long after you had left early Friday morning to check into an apartment, and that was because you said you couldn’t sleep since you had a roommate in the dorm that was snoring).
Regarding your tours/activities - yes, you had two tours on Friday (the old town walking tour, followed by the Jewish Quarter walking tour), & on Saturday to Auschwitz & Birkenau concentration camp memorials. You attended the Old Town & Wawel castle tour, you skipped the Jewish Quarter tour and you attended the full day Auschwitz-Birkenau tour. You didn’t have to “rebook” anything and the only thing you missed was the afternoon tour on Friday which you elected on your own to skip. We mentioned to you that the Jewish Quarter tour would have been a private tour (1 on 1) as the guide was waiting for only you, and would have done the tour just for you since others informed him they wouldn’t make it (it wasn’t a specially scheduled private tour as some “apology”). For the Auschwitz-Birkenau day trip there were instructions for the day and one of the main items was “Bring you ID”. You accuse us of not providing you yet when we told you it was all in the info provided you then countered with “well I shouldn’t have to read info, I paid for this and it’s not my job to read”.
In the end, no one insulted you, were demeaning or did anything to you (pointing out facts & giving you information and/or asking questions for further clarification is not insulting you). Each day we were trying to assist and help only to be insulted by you, and have accusations thrown at us as the tour operator. Any time you made accusations, like “the hostel was threatening me” we asked if it was so serious then why didn’t you contact us immediately and your response was “I didn’t want to use my data on my phone” and then when you accused the hostel of stealing your shower towel (since you left it in your room after you switched to an apartment & the maid simple took it to be washed as it looked like the hostel towels) and you said the receptionist was then threatening you, we said if that’s true you should’ve called the police. Your response was “you can’t trust police in foreign countries. They can make things worse or ask for a bribe”.
With an attitude like that it’s literally impossible to help a customer (especially when there’s nothing objectively wrong), and there’s nothing that person can do as well to help themself. This is a customer I would never wish upon any other tour operator, travel company, hotel, etc.
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