"We booked the Hilton Garden Inn Krakow through Jet2, who advised that the hotel was in the city centre. It isn’t – it’s about a 30-minute walk away, so if you have mobility issues, I would not recommend this hotel.
We’ve stayed with the Hilton group many times before and always found them excellent, but this visit was very disappointing. Our family room had a sofa bed that was completely unfit for purpose, the 'mattress' was very thin with no support could feel the slats beneath - very hard and uncomfortable. When we reported it, asking for a new mattress or even a mattress topper we were told to place a blanket over it to 'make it softer' – obviously this didn’t help. On night 2 we were moved to a temporary room but this was due to the noise levels on our corridor - we had to move back to the original room the following night. On the third night we were told to use extra duvets to make the bed more comfortable, which again didn’t work. Highly disappointing as we had been assured after night one the bed would be fixed/replaced sorted.
A school trip were also staying in the hotel and they were very noisy and disruptive. On the second night (due to the noise) we were moved into temporary rooms, on another floor - but were woken at 5:30 a.m. by the same school group running and banging on doors - it would seem that they had taken over many floors of the hotel. They were noisy and disruptive , racing up and down the corridors, blasting music out, making tik tok videos, running in and out of each others rooms until very late and when we politely asked them to keep the noise down, some of the accompanying adults were rude and intimidating, which made us feel unsafe.
On a positive note, the rooms were clean and spacious, the breakfast was good with plenty of options, and the hotel staff were as helpful as they could be under the circumstances. However, overall the experience fell far short of Hilton’s usual standards, and we left very disappointed. I appreciate that some of the issues were out of the ordinary but this does not compensate for the fact that my hard earned money was wasted one what should have been a memorable trip - it was ..... but for all the wrong reasons."
