Reservation:

How does the reservation process work?

The reservation process has been adjusted to the needs of our customers. You are able to search for the most suitable hotel and choose the area in which you wish to be accommodated. In the description of each hotel, one may find its conditions, properties and amenities that are found on the spot.
The hotels are available on request – which means that you must fill your data, number of rooms you would like to book, number of guests and send us the order which will be confirmed in the further stage of reservation process.
Confirming your booking request takes us up to 30 minutes during working hours and up to 3h when booking off working hours.
In case the requested accommodation is not available during stated by you dates, we will offer you alternative option. If you are satisfied with the offer, you should immediately go to the reservation form and secure the booking with your credit card details. Your card, however, will not be charged in advance. The payment should be made at the hotel.
After the reservation is confirmed, we will immediately issue the confirmation letter and send it to you. We advise you to print the confirmation letter and take it with you to check-in the hotel. It is the proof that your reservation is guaranteed and the hotel holds the requested accommodation for you.

IMPORTANT: it might take a bit longer time to deal with group reservation as the conditions are set up individually, to provide you the best offer possible.

How do I know that the reservation is made and confirmed?

The confirmation letter (received after you have secured the booking with the credit card details) is the sign that your reservation in the chosen hotel has been made and secured. From this moment the hotel holds the accommodation for you and you are obliged to inform us about any changes occurring in your booking.

What if I lose confirmation of my booking?

In case of losing the confirmation letter – please, contact us immediately. We hold all the reservations in our system – so we are able to look up a given booking and resend the confirmation letter to you. Apart from this, your booking is also present in the reservation system of a hotel in which you are to be accommodated. The confirmation letter is ONLY a proof which can make your check-in more convenient – as it makes it easier for the hotel staff to look up the details of your reservation.

Can I cancel or change my reservation?

You have the right to cancel your reservation free of charge up to 2 days before the planned arrival. If the cancellation is made in the shorter period than stated 2 days, or the guests simply do not appear in the place of accommodation, the hotel staff has the right to charge the credit card (with which the booking was secured) for the sum equivalent of the first-night stay cost.
Changing the reservation is possible but it depends on the availability of the hotel. We encourage you to inform us about the proposed changes as soon as possible – and we will do our best to introduce it. Simple changes are made free of charge, however, if the change requires resigning from some rooms, changing the hotel or date of arrival – it must be made (as the cancellation) at least 2 days before the planned arrival, according to the cancellation policy.
If your wish to make changes is made already during your stay in the hotel (in case of extending or shortening the stay), please, inform also the hotel staff about expected situation.

IMPORTANT: the rules above apply only to individual reservations! Group reservation conditions are set up separately.

What is the cancellation fee?

There is NO cancellation fee on the condition that you inform us about resigning from your booking up to 2 days before the planned arrival. In other cases (cancellation in shorter period or non show up) the hotel staff has the right to charge from your card the sum equivalent of the first night stay.

IMPORTANT: the rules above apply only to individual reservations! Group reservation conditions are set up separately.

Can I resign from hotel after arrival?

We believe that all the information provided on our website, will help you to choose hotel which will be ideal for you. We also check all the hotels before putting them in our reservation system. If, though, because of any reason, after the arrival you decide to change the hotel – please, contact us immediately. We will do our best to help you to deal with the occurred situation.

IMPORTANT: some of the hotels might still require the cancellation fee from you – especially if all the conditions of the booking were kept by them.

Can I specify the room I want to book?

If, when booking the hotel, you have special requests connected with the room you will be accommodated in, you are kindly asked to fill in the proper box for requests. The hotel staff will do their best to suit your needs – this is however dependant on availability.
Additional requests cannot, however, be guaranteed and are not a subject of any claims from the customer.

Can I reserve by email, fax or phone?

We guarantee that all the data sent by you, through reservation form, are secure. If, though, you wish for some reason to make the reservation via email, fax or phone – we encourage you to contact us. We will do our best to provide you the most convenient way of booking.

Hotels:

Can I check-in earlier or later than check-in time stated by the hotel?

The check-in time is specific for each hotel (it is given in the description). If you, however, know that you will arrive at the hotel before the stated check-in time – it is very wise to mention it when sending the reservation. If the hotel room is available (and cleaned) right after your arrival – you will be accommodated immediately. If there is no possibility of earlier check-in, the hotels usually ensure some storage room, where you can leave your luggage when waiting for accommodation.
There is no problem with later check-in. Your reservation is secured and the hotel will keep the room for you. If you, though, know that you will arrive much later (especially at night) – we kindly ask you to state it, so as to avoid any inconveniences and worries from the hotel staff.

Can I check-out later than it is stated on the hotel description?

Very often hotels require additional fee for staying longer in the room. If you know from the beginning that you would like to check-out later, it is very important to mention it to the reception staff. You will be advised about possibilities and best solutions.

Are animals accepted in the hotel?

Information whether a given hotel accepts animals (and whether there is any additional fee for this) are stated in the description of the hotel.

What’s the difference between DOUBLE and TWIN rooms?

When booking a room for 2 people, you will encounter its specification. DOUBLE rooms are those that have one big bed – for 2 people to share. TWIN rooms are those that have 2 single beds.

Credit card confirmation:

Why do I need to provide my credit card details?

It is very important for you to provide your credit card details - only then the reservation is secured (the hotel has the right to reject the reservations that are not secured with the credit card details). At the same time we ensure you, that the process of providing the confidential data is secure.
In case you do not have the credit card, or for some reason you would like to avoid providing its details, we are able to make exceptions. It is possible to make bank prepayment – but it is important that such a reservation is made some time in advance (so that the bank transfer could be completed before the planned arrival).

Are my credit card details secure?

Given by you credit card details (and all the other data concerning your person) are safely passed to us via certified SSL page. Coded protocols provide secure data transfers that are delivered afterwards only to the hotel of your choice.
For security reasons we do not store the credit card details in our system. When making new reservations you will be kindly ask to provide it anew.
We also ensure you alternative ways of providing Credit Card details – via fax or phone.

Is my card charged in advance?

Your card is not charged in advance. Its details secure only your booking and are necessary for us to confirm your reservation. The hotel, however, has the right to charge your card in case of late cancellation (shorter than 2 days before planned arrival) or non show up, for the sum equivalent of the first night cost.

IMPORTANT: it is worldwide practice of hotels, that they have the right to pre-authorise the credit card (on the amount of money equivalent of first night stay) 7 days before the planned arrival. It ensures the validity of the card and sufficient funds to cover the first-night cancellation fee.
The mentioned pre-authorisation is, however, later on released and the guests still pay on the spot.

Can I reserve the room without giving my credit card details?

In case you do not have the credit card, or for some reason you would like to avoid providing its details, we are able to make exceptions. It is possible to make bank prepayment – but it is important that such a reservation is made some time in advance (so that the bank transfer could be completed before the planned arrival).

Payment details:

How and when do I pay?

The payment is made in the hotel. You can usually pay with the credit card (in most of the hotels in Krakow, the most popular credit card are accepted) and always in cash in Polish Zloty. If you wish however to pay with other currency than Polish, please, check it with the reception staff after arrival.

Do I need to pay in Polish Currency?

It is usually dependant on the regulations of the hotel if the staff is able to accept foreign currencies. You will be advised by the hotel staff on the spot.
When paying with any other currency than Polish, the hotel has the right to use the specific currency rate (as the cost of your reservation stated on the confirmation letter is in Polish Zlotys).

Prices:

What are your prices in comparison with the ones offered directly by hotel?

Prices offered by us are lower than those that you would get directly from the hotel. We also do not charge any commission for the service.

Do you charge commission for your reservation?

No, we do not charge you any commission for making the reservation in chosen by you hotel. What is more, prices offered by us are competitive with those that you would be offered directly by the hotel staff.

What does the price include?

The prices stated on our website include the accommodation and breakfast (if the breakfast is not included – which happens very rarely in Cracovian hotels – it is pointed out in the description of the hotel) – including taxes. In given hotels there are additional services free off charge for the hotel guests, what you can find in the description provided by us when booking the hotel.
In some of the hotels in Krakow, you will, however, be asked to pay the small fee – which is a city tax, collected by the authorities and paid at the check-out in the place of accommodation. This fee is very symbolic and is equivalent of 0,4 EUR.