regardtvd
Google
My wife and I flew all the way from Australia to Krakow for what was meant to be a very special trip organised by our family in the UK as a wedding gift. Months of planning went into this stay. Art & Garden Residences was chosen specifically because of its location, accessibility to tours, and what appeared to be strong reviews. Unfortunately, our experience was the complete opposite of what was promised.||Despite booking our accommodation well in advance and repeatedly emailing the hotel to reconfirm details in the weeks leading up to our trip (with no response), we arrived after a long international journey to be told that one of the rooms we had booked simply did not exist. The hotel was fully booked, meaning two members of our family suddenly had nowhere to stay.||We naturally expected the hotel to take responsibility and help resolve the situation. Instead, we spent hours sitting in the lobby being repeatedly told “don’t worry,” but with no information and no progress. We eventually contacted our booking agency ourselves, who confirmed the booking was valid, paid for, and that the error lay with the hotel. To their credit, the agency immediately stepped up and began arranging emergency accommodation.||When the front office manager, Bart, finally arrived, we had hoped for some accountability, reassurance, or at the very least, professionalism. Sadly, the experience only deteriorated. Instead of an apology, we were told, word for word, that this was “the agency’s third mess-up,” and that it wasn’t the hotel’s problem. Our booking was simply cancelled and we were effectively dismissed.||He arranged a taxi without discussing what we actually needed, even though we had made it clear we needed to stop to pick up important items for an early morning tour. When confusion arose, instead of assisting, he became defensive, stated he was “paying out of his own pocket” and again repeated that it wasn’t his problem before hanging up on us.||We are now staying significantly further away than planned, in noticeably poorer accommodation, with our trip logistics disrupted, added expenses, unnecessary stress, and absolutely no apology or meaningful effort from Art & Garden Residences to make things right.||This was meant to be a meaningful, once-in-a-lifetime family gift. Instead, it has been overshadowed by disorganisation, lack of communication, and extremely disappointing customer service. Based on our experience, I could not recommend this hotel to anyone who values reliability, accountability, or professionalism