Laris Hotels Group

Never Again !The worse experience ever that I have faced through booking.com app! The Hotel (Plaza Boutique Krakow - Poland) is stealing money by their booking policy and lies through their representatives.On the 6th of July, Me and my parents booked a one bedroom for 2 nights, our arrival time to Poland was early morning so we have texted the property about earlier check in but it was not available. However when booking through the app, the policy stated “pay at the property”, however the payment was taken 2 days ahead of us reaching there. So we were forced to proceed with the booking as they already charged and we don’t really want to lose money and book another hotel.Once we arrived the reception at 7:00 am, it was so small that we couldn’t put our luggage not to mention about stay and wait for our check in at 3 pm. Having a really big experience with hotels around Krakow and the world, I talk to the hotel representative(Mrs. Gabriella) available at the reception at 7 am to confirm when the room will be available she told me check in is at 3 pm not earlier. We even asked that we can pay extra for earlier check in, or book another room for the time being until the 3:00 pm check in of the original booking, but it was also not available. Fine, I said will it be possible to cancel my room since I couldn’t make it through booking cause of very strict policy and money has been already charged, for what Mrs. Gabriella made a call to the reservation department and she confirmed that yes they will cancel the room and the hotel will refund money during the day and she ensured us multiple times in Polish and English languages about the same . So Upon their confirmation, we had to leave the hotel, and proceed with another booking at a totally another hotel, through Booking.com as we got the confirmation in PERSON at the HOTEL Lobby.Sadly, later that day I had to follow up on the refund which did not occure as it was ensured by the hotel lobby staff, so they gave a number of a manager (I forgot his name maybe Yekib) whom I had to call several times to follow up on the matter. Then he said that Mrs. Gabriella was not Authorized to Give me any confirmation for the cancellation of my booking, and then said that he will contact me next day on the 7th of July before 9:30 am to finalize the matter.The Morning of 7th of July, we sent an e-mail following up the matter, the we receive an e-mail from Diana as a hotel manager saying they cannot refund our money, and they immediately canceled the booking using the excuse of “no show” while we were present physically and all the CCTV can prove it at the time.Eventually We ended up paying for 2 hotels at the same time, but I am happy that we didn’t stay in this property who basically steal money from the customers, because they did confirm about cancellation that was even sent through booking app chat; only after that we proceed with the other hotel booking who could accommodate our check in earlier. Booking customer service said that you need to be nice and convince the hotel manager to refund the money that is the only option, Mainly Booking.com don’t care of their customers at all, they only protect the Properties and their policies, and they ignore actual situations especially that we are their regular customer for our worldwide vacations.I believe that property who earned money like that doesn’t deserve to really have rating of any star. No service, lies, no space at reception and no responsibility for their words and action since the reply of the hotel management was that receptionist cannot make and confirm any decision regarding cancellation.So overall I have been charged more that 300$ for nothing plus taxi to that hotel and from it and stress it caused us later especially for my parents. But it’s okey, I believe a good hotel management should try to sort such kind of situation but not this one. If you ask me if this amount is a lot for me - yes, because I earned it hard; for the hotel - well you decide before taking the decision of booking this property.

Fantastic company, incredible team and first class locations. Easily the best hospitality company in Kraków.

Świetni ludzie, pozdrawiam serdecznie!

I wrote to the hotel to cancel the reservation due to illness and non-arrival in Krakow at all. Don't go to the meeting! Not only that, they charged me for not showing up! Nowhere is it stated that there is a penalty for no show! How many years have I been traveling hoteliers always go to meet especially foreign guests! Terrible attitude!!! Be careful when booking this place!