General conditions

Outstanding payments

All bookings must be paid in full by a valid credit card or cash by the time of check-in. In case of bookings with the advance payment, balance must be paid in full by a valid credit card or cash by the time of check-in. The only accepted cash currency is Polish Zloty (PLN).

If reservation is not fully paid one day prior to check-out, we reserve the right to charge a credit card provided in the process of reservation.



Crystal Suites Old Town – from 1:00 P.M.

Crystal Suites chez Helena – from 1:00 P.M.

Please inform us, if you plan to arrive sooner although we can’t guarantee the early check-in. Old Town and chez Helena Apartments have offices, where you can store your luggage until your check-in will be possible and after your check-out. All enquires shall be directed to the reception.

Upon check-in an identification document with a photo will be required to confirm your reservation with us .



Crystal Suites Old Town – up to 11:00 A.M.

Crystal Suites chez Helena – up to 11:00 A.M.

Later check out from your apartment is possible only if we don’t have new reservation for the same day. Please keep in mind that additional fee may apply. To settle the details, please inform our Reception at least day before your check-out.



Crystal Suites Old Town – delivered by Cracow Breakfast.

Crystal Suites chez Helena – served in the restaurant of Rubinstein Hotel.

Current opening hours of places mentioned above are available at Reception desk and on our website (Extra services > Breakfast).


Room service

As we are self-catering apartments the everyday service is not provided. We provide fresh set of towels for each guest every 3 days.

However, if you stay with us for 7 days and more your apartment will be cleaned once a week during your stay (dates shall be determined with the Reception). The cleaning includes bed linen change, bathroom cleaning and basic cleaning of the whole apartment.

Shall you require an additional, paid cleaning, please contact Reception desk.

Due to COVID-19 pandemic, weekly cleaning service is performed only on specific request from guest.


Reception desk

Crystal Suites Old Town – Due to COVID-19 pandemic we had to adjust our reception working hours and right now they are 9 AM – 2 PM Mon-Fri. Each guest will be informed about current working hours during check-in. We provide 24/7 assistance at +48 504046653.

Crystal Suites chez Helena – Due to COVID-19 pandemic we had to adjust our reception working hours and right now there is no reception on site. Each guest will be informed about current working hours during check-in. We provide 24/7 assistance at +48 504046653.


Damages in the apartment

If anything is broken or damaged in an apartment please inform the Reception desk as soon as possible.

Crystal Suites reserves the right to charge a credit card (which was used in the process of reservation) for both reported and non-reported damages being caused by negligence or actions of the Guest.


Non-smoking policy

All apartments and public spaces are 100% non-smoking. A 200 PLN cleaning fee per incident will be charged to any guest who violates the smoking policy. A designated smoking areas are provided for Guests outside. For more information, please contact the Reception desk.



Pets are not allowed to enter the apartments. This is due to keep our apartments free of allergens.



In specific circumstances, especially when reservation is for organized group of guests, Crystal Suites reserve the right to charge deposit in the amount of 300 PLN per reserved apartment.

In case of bookings guaranteed by credit card, during the check-in the deposit will be preauthorised on the card. For reservations made without using the credit card, guests will be obliged to pay deposit in cash (in PLN) or to provide the active credit card details with sufficient amount of funds.

Deposit will be returned in full at check-out unless damage or other financial loss will be caused by the guest due the rent.


Lost room key

Guest will be charged a 100 PLN for every apartment key lost.


Cookies – Google Analytics

We use Google Analytics to help us get a better understanding of how visitors use our website. The information generated by the Google Analytics cookie about your use of our website is transmitted to and stored by Google. If you do not want your activity on our website to be tracked by Google Analytics, you may opt out by using this link:


Personal liability

Dorota Pyzik CRYSTAL SUITES takes liability only to personal injuries or damages sustained by guests caused strictly by Crystal Suites. Any injuries sustained as effect of deliberate action of Guest aren’t subject to liability of Dorota Pyzik CRYSTAL SUITES.


Extra bedding

Baby Cots – free of charge, there is a limited number of baby cots per location therefore please inform upfront if you require one.

Additional bedding – convertible sofa (only if available in the apartment) from 50 PLN per night (per person). Please inform upfront if you require one.


Booking and Cancellation

Booking engine

Crystal Suites Apartments website offer possibility of direct reservation via booking engine suported by

In order to use it, providing valid credit card is obligatory. Details of the credit cards used in the process of reservation are deleted from our system after your check-out, provided there are no damages in the apartment.


E-mail reservations

You can make a reservation by writing to us at (Crystal Suites Old Town) or (Crystal Suites chez Helena). Please remember, that we respond to enquiries between 9:00 AM and 9:00 PM. Your enquiry shall be answered within 2 hours.

Your e-mail enquiry shall include:

  • Arrival date
  • Departure date
  • No of people
  • Preferred bed setting
  • Contact phone number
  • Preferred rate: standard or non refundable

Our Reception will respond to you with personalized offer. Please check all of the details and confirm you agree on the conditions. Next e-mail from the Reception will contain a details of the obligatory advance payment. At this stage, your preliminary reservation will be kept for 3 days in await for the advance payment (in case of last minute reservations this period might be shortened). If we do not record any respond or payment, your preliminary reservation will be deleted from our system.

We accept major credit card companies (on-line payments, mail order form) and wire transfers.

After your payment is recorded by us, you will receive a final confirmation e-mail from the Reception. It will contain all the details of your stay, advance payment and PDF invoice.


Advance payment

We cooperate with Dotpay company.

For on-line payment you can use a variety of credit cards, such as: Visa, VisaElectron, MasterCard, MasterCard Debit, Diners, Carte Bleue, CartaSi and Dankort.

Please note that on Dotpay page you will be asked for your payment to be done either in our currency (PLN) or currency of your card. If you choose PLN, your bank will apply charges for currency conversion. However, if you choose payment in your card’s currency, additional charges generated by First Data (transaction operator) will also apply. You can check with your bank what’s their conversion rate and compare it with the one offered by First Data, so you will have full knowledge of amount of charges that will apply in both scenarios.


Cancellation policy – booking engine

For reservations made using booking engine, cancellation policy is stated during the process of booking.


Cancellation policy – standard e-mail reservations

Cancellation of booking one day before scheduled arrival (before 6:00 PM GMT +1):

Free of charge, your advance payment will be returned to your account in full.


Cancellation of booking one day before scheduled arrival (after 6:00 PM GMT +1), cancellation on arrival day or no-show:

We shall keep full amount of the advance payment.


Exceptions to the cancellation policy:

Full refund will be given irrespective of the time of the cancellation in case of serious medical or personal emergency. Crystal Suites may ask for documents to confirm the cancellation reason.


Cancellation policy – non refundable e-mail reservations

In case of cancellation of non refundable reservation booked through e-mail, advance payment (total cost of reservation) won’t be returned. We can transfer your payment onto account of future reservation made with us, however we require information about cancellation of your booking at least one day before your scheduled arrival.


Alternative accommodation

Should the original property not be available for any reason or in case of technical problems of higher instance we reserve the right to change the apartment booked for another apartment in Krakow of equal or higher standard. If it is impossible and the guest will need to be accommodated in the apartments of lower standard the difference in price will be refunded.

Privacy Policy

Data Privacy Policy According to GDPR

Following art. 13 of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC(OJ L 119, 4.5.2016, p. 1–88) – “GDPR” and in relation to the processing of your personal data we hereby inform you that:

1. The data controller is Dorota Pyzik CRYSTAL SUITES, Lusina, ul. św. Floriana 43, 30-698 Kraków. You can contact the controller at the address that is visible in Contact details on web page where you are making your reservation.

2. Your data are processed for the purposes relating to the realization of reservations, agreements concluded by the controller, promotion of its services, as well as to allow the controller to contact with its customers. The processing of the data in the above scope is based on art. 6 item 1 pt f of GDPR.

3. The Processing of your data is related to the realization of your reservation request.

4. Your data will be processed for the period of time of the relevant agreement with Hotel where you will be staying.

5. You have the right to request the access to your data from Dorota Pyzik CRYSTAL SUITES, as well as to their rectification, erasure, restriction of their processing, the right to object to the processing and the right to data portability.

6. You have the right to lodge a complaint with a supervisory authority, if you consider that the processing of your personal data infringes GDPR.

7. The provision of your data is voluntary.

8. Dorota Pyzik CRYSTAL SUITES will not profile your data based on this agreement, as well as it will not make automated decisions.