General conditions

Outstanding payments

All bookings must be paid in full by a valid 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 card or cash by the time of check-in.

The only accepted cash currency is Polish Zloty (PLN).

During check-in, you may be asked to provide payment card details to secure against any damage to the apartment. This applies to guests who, for various reasons, did not provide card details during the booking process.

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 or during check-in.

Reception desk

We do not have 24h reception in our properties and our employees are available on site for a limited number of hours per week. During your stay we can provide assistance by phone +48 504046653.


Standard check-in is possible from 1:00 PM.

If you plan to arrive earlier, please let us know in advance, but we do not guarantee check-in before the scheduled time. If this is not possible, we will make every effort to store your luggage in our office until check-in.

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

Due to the Child Protection Procedures in place, we require that a guest staying at the facility with a child has a document that proves that he or she is an adult with the right to care for the child (e.g. the child’s identity document indicating relationship, civil status certificate, court decision , notarial consent of the parent for a given person to travel with the child or consent signed by the child’s parent along with indication of the child’s data, address of residence, telephone contact of the parent and ID number/PESEL number of the person to whom the parent entrusted the care of the child). In special cases, we reserve the right to verify such a document.


Standard check-out should take place by 11:00 AM.

Late check-out from the apartment is only possible if there is no further reservation for the same day. Please note that additional late check-out fees may apply. To arrange details, please contact us no later than one day before your planned check-out.


Crystal Suites Old Town – breakfast is served at Fable Cafe, located approx. 160m from our apartments.

Crystal Suites chez Helena – breakfast is served at restaurant Kolanko no 6, located approx. 300m from our apartments.

Room service

As we are private apartments, daily room cleaning is not included in the price. However, if you have decided to stay with us for a week or longer, the apartment will be cleaned once a week (cleaning day will be agreed upon check-in). The cleaning includes changing bed linen, cleaning the bathroom as well as standard cleaning of the entire apartment. If you require additional paid cleaning, please contact us at least 1 day in advance.

For the safety of all facility users, we reserve the right to access the room in any situation that requires it.

Damages in the apartment

If any part of your room is damaged or destroyed during your stay, please inform us immediately.

During check-in, you will be asked to provide payment card details to secure against any damage to the apartment. This applies to guests who, for various reasons, did not provide card details during the booking process.

Crystal Suites reserves the right to charge card which was used in the process of reservation (or provided during check-in) 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 300 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 and will be shown during check-in. 


Pets are not allowed to enter the apartments. This is due to keep our apartments free of allergens and ensuring comfortable stay for all of our guests.

Security deposit

In specific circumstances, especially when reservation is for larger group of guests, Crystal Suites reserve the right to charge security deposit in the amount of 500 PLN per reserved apartment.

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

The deposit will be fully refunded upon check-out if there is no damage to the apartment except those beyond guests’ control.

Lost room key

Replacing a lost key costs 150 PLN for each key.

Extra beds

Baby cot – free of charge, limited quantity. Please inform us in advance if you’d need one.

Convertible sofa – 50 PLN per night per person, only if available in specific apartment. Please inform us in advance if you’d need to use sofa for additional guests.

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

Booking & Cancellation

Booking engine

Our website offers possibility of direct reservation via booking engine suported by Profitroom. In order to use it, providing valid card details is obligatory. Details of the credit cards used in the process of reservation will be deleted from our system after guest’s 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 6:00 PM CET. 

Your e-mail enquiry shall include:

  • Dates of your stay
  • Number of people
  • Preferred beds configuration
  • Contact phone number
  • Preferred rate: standard or non refundable

We will respond to your enquiry personalized offer. Please check all of the details and confirm you agree on the conditions. Next e-mail 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.

Advance payment

With the electronic payment service Przelewy24 (Pay Pro S.A.), we accept payments made by Visa and Mastercard, Blik and fast online transfers.

Please note that 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 PolCard (transaction operator) will also apply. You can check with your bank what’s their conversion rate and compare it with the one offered by PolCard, 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 1:00 PM CET): 

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

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

We will keep full amount of the advance payment.

Cancellation policy – non refundable e-mail reservations

In case of cancellation of non refundable reservation booked through e-mail, deposit (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.

Cookie Policy

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:

What are Cookies?

Cookies should be understood as IT data, in particular text files, stored on users’ end devices intended for using websites. These files allow you to recognize the user’s device and properly display a website tailored to his or her individual preferences. Cookies usually contain the name of the website they come from, their storage time on the end device, and a unique number.

You can disable any cookies already stored on your computer, but these may stop our website from functioning properly.

What do we use Cookies for?

Cookies are used to adapt the content of websites to user preferences and optimize the use of websites. They are also used to create anonymous, aggregated statistics that help understand how the user uses websites, which allows improving their structure and content, excluding personal identification of the user.

What Cookies do we use?

Two types of Cookies are used – “session” and “persistent”. The first of them are temporary files that remain on the user’s device until logging out of the website or turning off the software (web browser). “Permanent” files remain on the user’s device for the time specified in the Cookie file parameters or until they are manually deleted by the user. Cookies used by the website operator’s partners, including in particular website users, are subject to their own privacy policies.

Do Cookies contain personal data?

Personal data collected using Cookies may be collected only to perform specific functions for the user. Such data is encrypted in a way that prevents access to it by unauthorized persons.

Deleting Cookies

By default, software used to browse websites allows Cookies to be placed on the end device. These settings can be changed in such a way as to block the automatic handling of Cookies in the web browser settings, or to inform each time they are sent to the user’s device. Detailed information about the possibilities and methods of handling Cookies is available in the software (web browser) settings. Restricting the use of Cookies may affect some of the functionalities available on the website.