"I hate leaving poor reviews, but when you are treated with such disgust, there is really no other choice.
We left our last hotel in Krakow, this morning (10/07/2026) that hotel was a stunning place, and we miss it already, but after our long journey from Krakow, through the Czech Republic and into Austria, and onto Vienna, Via Gliwice, we were, very tired after our very long journey.
We found the hotel eventually, and parked the car, we made our way into the hotel and saw there were two very young girls on the reception, there were no greetings once we got to counter, and the attitude of the young lady was, well, disgusting, very demanding, no please or thank you, and then comments to her colleague once we walked away from the counter, to which they got a look of dissatisfaction from me.
We got to our room which is on floor 4, WHY do you put disabled people four floors up, when they can not utilise the stairs if there is a fire, and then you put them furthest away from the lifts as possible, is it you do not like having people with disabilities in your hotels, or something else. We noticed in our room, that there was only ONE pillow on the bed, per person, why, most hotels give two as standard, and why do you use those pillows that offer no support or comfort, they just deflate to nothing once you put your head on it.
So, on the way back to the car to get our luggage, we stood at the counter for ages, while the same young girl was chatting with another couple, the other girl was round the corner, and did not come out to serve us, even though the young girl went and spoke to her. After what seemed like an hour, but was in fact about ten minutes, I asked the question about getting some extra pillows. Only to be greeted with, a negative, and I will have to ask, No, I am the customer, and I require extra pillows to support my back, or I will not be able to get up in the morning.
We took our luggage to the room and unpacked what we brought, and decided that we would go to the "restaurant" for some food, in actual fact it is the bar, with tables where they will serve you some food. The menu, is, to be frank a joke, it is literally a Book, the first SIXTEEN pages are drinks, yes sixteen pages of drinks, when they could easily and cheaply be put into about 6 or less, then you get to the food, which is the remaining pages out of a 25 page book.
We ordered our food, and in short order it appeared, I had a BBQ Burger and my partner had the BBQ spare ribs. The ribs looked very dry and small, the fried potatoes were nice, and the vegetables were a little bland, with no flavour, my burger was ok, I do not eat Brioche buns, they made me unwell, so I left that, the meat was warm, not hot, my chips were far from warm, the burger had little flavour, and the fries were quite salty, the bacon and cheese on the burger were nice though.
We then went back to our room, which was bright, airy and looked clean, the bathroom too was clean and tidy, we saw that there were no extra pillows, so I had to walk all the way back to reception, and ask where the pillows were, only to be greeted with more attitude, and excuses. However, this was on Friday 10/07/2026, yet on Tuesday 07/07/2026 we received an email from the hotel asking if we wanted to upgrade or request any extra's so the lies that we were told that the hotel was totally sold out, seems to be yet another excuse, if they were sold out, which they would have been just a couple of days before our visit, why then send an email offering us upgrades ?
How is it possible that a hotel this size, has NO spare pillows, are you telling me that if someone damaged one, or spilt something on one, or two, that you would have to stop that room being used, and if full, refund the customer as you have no spare pillows, I do not believe it, and in all the years of travelling, over 40 years, I have never not once been told I can not have an extra pillow or two as required. Let alone with that attitude from a staff member.
I have since looked at the reviews here on Tripadvisor, and there seems to be a standard thing about the staff attitude and the way they speak to people, and the excuses from the manager in response, saying that it will be addressed in staff training. SORRY, but if this is what is happening NOW, two, three or more years after it has been mentioned by many others, you are either not doing the training right, the staff are ignoring the management, or someone is not telling the truth with regards to staff training.
I asked the young lady why did she not let me know when she had seen us in the foyer a number of times, I just got attitude back, by this point, I was angry that someone with disabilities is being treated in this disgusting manor, especially when disabled was mentioned on the booking form, yet we still get shoved out of the way.
Then after about an hour there was a knock at the door, I was in the shower, but my partner answered, and there was a man there with one single pillow, so clearly there are spare ones somewhere.
We woke the following morning, well, I say we woke, we were awake for most of the night, and this morning I was in so much pain, as I had no spare pillows, or sufficient spare pillows to wedge under my back to stop me from rolling onto my back, which I did, and that is what causes the massive pain, I had to take three 300mg pain killers first thing to try to get it under control, I had to take more later in the day, and even in the evening I am still in a great deal of pain, I hate to think what tomorrow will bring, thankfully we check out in the morning, and do off to a hotel that will likely be significantly better than this, I have to say, that this has been a huge disappointing experience, one which we will not do again, Trend Hotels will be on our block list from now on, and we have a lot of trips planned ongoing."
