Hello Cracow Reviews 

Time asked for is not what you will get.
Review of Krakow to Auschwitz Birkenau Guided Tour with Transfer and Ticket
Reviewed 6 days ago
Missed our pickup at 05.45 but rang and messaged them at 06.00 asking if we could meet them at Auschwitz and they point blank refused saying that we missed the pick up. After some badgering she then messaged saying they go it early as a guided group 07.30. I explained that we could get there for that time and she declined saying they cannot wait for us. At this point 06.15 I wasn’t late but they would not work with me at all. Very poor communication very abrupt and not at all helpful.
Date of experience: July 2026
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Patrycja H, Public Relations Manager at Hello Cracow, responded to this review
Responded 3 days ago
Dear David,

We’re very sorry to hear about the confusion and missed pickup. For Auschwitz-Birkenau tours, the pickup time is confirmed the day before based on the museum’s schedule, and it is essential for all guests to be on time, as tickets are personal and entry is strictly regulated.

We understand how frustrating it must have been, and we sincerely regret that our communication felt abrupt. We always strive to assist guests, but we cannot delay the group without affecting the schedule and other participants.

We appreciate your feedback and will review how we communicate pickup times and instructions to prevent misunderstandings in the future.

Best regards,
Hello Cracow Team

#HelloCracow #CustomerFeedback #AuschwitzTour #GuidedToursKrakow #PickupTime #TravelWithRespect #VisitorExperience #TrustAndTransparency #ContinuousImprovement #CustomerServiceExcellence

The appartment was very clean and comfortable, the location of the building is perfect for a city-trip in Krakau!

We booked a tour for Auschwitz-Birkenau and the communication was excellent. The day went smoothly despite it being busy with other tours. The bus was new and very comfortable. The bus driver, coordinator and the tour guide for the camps were superb. I would highly recommend going with Hello Cracow and I wouldn’t hesitate to use them again.

Communication was fine - Quick respons. Schulduled pick-up time on time.
Our guide at the camps spoke ok English, BUT we were rushed through the two camps. NO time for reflection, NO time to even look at e.g. Memorial at Birkenau.
When we began the tour our driver told us that we would be back in Crakow around 4 o’clock pm. We were back shortly after 3 o’clock!

We liked the WhatsApp communication after making a booking; they helped us identify our best pick up location way in advance of our actual tour date which was useful. Top marks are because I stupidly booked the wrong date for our Salt Mine trip - TripAdvisor refused to help as within 24hrs; Hello Crakow on the other hand were happy to assist, rebooking us on the new date without any drama

Everything about this guided tour was excellent. Convenient pickup, good quality transport, very knowledgeable tour guides and very good value for money. We didn't realise the camps were so big. I really would recommend this tour to everyone. We didn't take photos as I think it's best to buy official merchandise. A special mention for Patrycja, her polite, clear and quick messages and responses give customers confidence that she has our best interests at heart. Thank you Patrycja.

We have been on many trips in different countries over the years but this was the best company, by far, that we have ever dealt with. Their communication was excellent. Our guide for Auschwitz/Birkenau was Michael; he was very informative and very respectful. We also booked a visit to the Salt Mines with Hello Cracow. Again the communication and arrangements were excellent.
A very professional company that I would highly recommend.

Great experience, everything was straightforward no issues and ran so smoothly. Very happy amd would use again .. thank you

A fantastic overall experience! We were contacted by Patrycja on WhatsApp the same day we booked, and communicated with us right up to the day of our trip. Our guide for Auschwitz was Hubert and he was amazing! The knowledge and respect he showed throughout the day was exemplary and I'm so glad we had him looking after us on the day. If you're coming to Kraków, book all your trips with Hello Cracow! We will definitely be back and will book with this same company :-)

Hi, I would Highly Recommend this company. They never let us down once. Communication was Fantastic. They just don’t look after you with the tours. They guide you on what ever you need in Kracow. Next time we visit Kracow we will 100% use this company. Hello Kracow 👍

I was kept informed of my purchase, pick up point, driver, van and time.
Which was all on time, the driver was very nice and informative.
The journey to the salt mines not far, the timing and organisation of getting into the mines very smooth.
The whole experience of going down into the mine well worth it. Or guide was very informative and helpful.
Alot of walking but luckily a lift to take you back up.
A very enjoyable trip, would highly recommend.

A great company that always provided help when needed. The staff always were very kind and helpful if ever we needed a query answering. The staff provided us with great suggestions for places to visit and activites to take part in Krakow which was a great help. Definitely recommend!

I booked 2 trips while on a city break in krakow. One to the Salt Mine and another to Auschwitz. Prior to both the communication through WhatsApp was second to none and they stick to the agreed pick up times. The drivers and guides really look after you. Definatley recommend them and if in Kraków again will use them again for day trips.

Booked a few trips with different companies and these guys were the best! Great communication and lovely transportation, would recommend booking all your tours with Hello Cracow!

I highly recommend Hello Cracow. We used them for a visit to Auschwitz while in Poland. Our entire trip was faultless. The instructions were excellent, the timings exact and the whole experience made us feel like they cared how our whole visit to Poland went for us. They are very professional and if you use them you won't regret it.

I booked 2 trips with Hello Crakow. Both of which I unfortunately had to cancel at the last minute as our trip to Krakow did not work out. The company understood and refunded both trips . I can only say that this company will treat you honourably. Thank you

Used them to book a trip to Auschwitz - Birkenau and was pleased with the entire process. I was kept informed, the bus was clean and comfortable too. I would recommend them.

Easy to contact. Quick replies. Picked up on time. Kept informed about what was going to happen when arriving at camp. Very smooth and easy trip.

Booked two trips through Airbnb with Hello Cracow. Salt mines & Auschwitz. Both very interesting & would recommend. We had Michal as our driver & the service was excellent & price cheaper than through the travel company I'd used. Only downside I thought was the early pick up for Auschwitz but in the end turned out to be a blessing, because by the time we got back to Krakow it'd given us more time to explore the city.

Pickup was on time. Professional driver. Transport was lovely and clean. Fantastic experience! Many thanks to Patrycja. Communication before we left 🇬🇧 and whilst we were in Poland. Well done! Patrick was polite and informative. The Aushwitz guide was knowledgeable and spoke excellent English. I recommend this tour! We will be visiting again!