Sheraton Grand Krakow

I originally wasn't going to leave a review for Sheraton Grand Kraków because I genuinely wasn't sure what rating to give it. As a 5-star hotel, the facilities and service were exactly what you'd expect. More importantly, almost every member of staff we encountered was absolutely fantastic, friendly, welcoming and always happy to chat. As a very experienced traveller, I can honestly say they are among the best hotel teams I've come across, even when compared with some of the finest international hotel brands. A special thank you to Robert and Monika in the Club Lounge, Justyna at Reception, Jatinder (Assistant Director), Konrad (Operations Manager), as well as the concierge, porters, restaurant team and everyone else who made us feel so welcome throughout our stay. Unfortunately, on the night before we were due to leave, we had a very unpleasant experience with the night shift manager at reception. It left me genuinely upset and almost overshadowed what had otherwise been a wonderful stay. I reported the incident to the hotel's management team, and what impressed me most was how seriously they took my complaint. They didn't simply send a generic corporate response. They carried out a thorough investigation and sent a thoughtful, personalised reply, which I greatly appreciated. At first, I wasn't sure whether I could still recommend the hotel. Then I realised that one person's behaviour shouldn't define an entire team that works so hard to deliver exceptional hospitality every single day. Incidents can happen anywhere, but what really matters is how they're handled. In this case, the management team demonstrated that they genuinely care about their guests and are committed to maintaining the high standards expected of a five-star hotel. If you ever find yourself in a similar situation, my advice is simple: stay calm, walk away and report the matter to the management team. Give them the opportunity to investigate and resolve it professionally, as they certainly did in my case. Despite that one unfortunate incident, I genuinely loved this hotel, the beautiful city of Kraków and all the wonderful people I met during my stay. I've decided not to let one employee spoil what was otherwise a truly memorable experience. I would happily stay at Sheraton Grand Kraków again and wouldn't hesitate to recommend it to anyone visiting the city.

We had an amazing experience dining at the Roof Top Restaurant in the Sheraton Grand recently. The service from Maria was exceptional, she was helpful and friendly and really good fun. Everyone enjoyed their meal and the wine recommendations. A great evening which was finished off watching England v Norway in the Sports Bar of the hotel. A lovely evening with fantastic service. thank you Maria 😄

Perfectly situated hotel in Krakow across street from Wawel Castle and next to river. Room was well appointed and spotless. Had a lovely dinner in the restaurant two nights and Maria provided impeccable service both times. She is a true superstar.

I recently visited this rooftop bar and had a wonderful experience. The view was absolutely stunning, overlooking the Vistula River and Wawel Castle, especially during sunset. The staff were incredibly friendly, welcoming, and always happy to help. The cocktail menu was very well designed, with a great selection of creative and classic drinks, so there was something for everyone. The atmosphere was relaxing and elegant, making it a perfect place to enjoy the beautiful scenery. I would definitely recommend this rooftop bar and will happily come back on my next visit.

This hotel is excellent. The service from staff was very good. Location is excellent for the old town Krakow. Walking distance to restaurants, shops & castle. The concierge staff were very helpful. Especially Dominik nothing too much trouble. He loaned umbrellas when it was raining too. We booked a trip to Auschwitz & Birkenau & the concierge staff alerted us when the driver arrived.food was very good too & so much choice for breakfast. Would highly recommend this hotel.