The Bonerowski Palace Boutique Hotel

A beautiful, incredibly unique hotel right on the Krakow Old Town Square. The views are amazing, though the rooms themselves are a bit dated if you aren't into that older style. My biggest complaint was the spa — I had the absolute worst massage of my life. I'm pretty sure the masseuse thought I was a leper with how she touched me. It's a great place to stay, just don't book a massage.

1/5 — Worst "5-Star" Experience I've Ever Had. If I could rate -5, I would. I am beyond disappointed with our stay at The Bonerowski Palace. Our flight out of Munich was cancelled at midnight after an 8-hour wait at the airport, with three young kids in tow. We were forced to spend an unexpected night in Germany and didn't arrive in Kraków until after midnight the following day — missing our first night at this hotel entirely, for two rooms, at a cost of $1,100. I spoke with the manager to request even a partial refund for the unused night. Most luxury hotels would offer something reasonable in a situation like this — a flight cancellation completely outside our control. Instead, we were told no refund was possible. I then asked if they could at least comp breakfast for our stay — not an unreasonable ask after losing $1,100 for a night we never used. By that point, we only had two breakfasts left on our stay. The manager offered 50% off ONE breakfast. I was like at least free breakfast if only for one day. I thought she agreed at last. When we checked out, the front desk initially said two adult breakfasts and a coffee were taken care of. But while we were waiting for our car, the manager came out and insisted we still owed 50% of that — I don’t know roughly $20? — after everything we'd already been through. Are you kidding? She sent us off with "have a good journey." We will — as far away from this hotel as possible. For a property marketing itself as luxury 5-star hospitality, this was a masterclass in nickel-and-diming guests who had already been through a miserable travel ordeal. If you squeeze every dime out of your customers, this is the reputation you'll get — and you won't have returning customers. Do not expect flexibility, empathy, or basic hospitality here.

Our stay here was absolutely charming. The hotel location couldn’t be more perfect, the rooms are beautiful, and the staff are incredibly kind and attentive. Nothing is too much trouble for them. If we ever return to Poland, we would stay here again without a doubt. The only minor issues we experienced were with the room temperature. We both woke up feeling too hot during the night, and even after turning the heating down it didn’t seem to help, although this may have been user error on our part. Additionally, the in-room booklet stated that breakfast started at 7:30am, so we booked an 8am pickup for our tour to allow time to eat. Unfortunately, we were told by the restaurant staff that breakfast did not begin until 8:30am. This was a bit frustrating, as we had to quickly find an alternative place to eat at extra cost after already paying for breakfast. On a positive note, the hotel breakfast is delicious and the coffee is excellent. The gentleman serving us was absolutely charming and could not do enough for us, which really reflects the wonderful attitude of all the staff we encountered. Thank you!

Wonderful long weekend stay for the Christmas markets. Perfect location for the markets, shops and generally getting around. Large room that is well maintained with much character. Very good breakfast selection and packed breakfast for our early day trip. Staff were so friendly and polite; very helpful when needing to know anything.