From Krakow: Zakopane Full-Day Trip with Thermal Spa, Cable Car & Transfers

We were told to arrive at the meeting point at 9.30. We arrived 10 minutes early, after being in contact with our guide and arranging a pick up point. At 10am, with no sign of the guide, we rang him, with no response. We then rang the company, Discover Crakow who told us "you have already been picked up and you are on your way". After arguing with the man on the phone for a good few minutes to assure him we were still stood at the pick up point he ended the call and told me he would try to find out what was happening. He did not call back, and ignored my calls, so we had to call him from my partner's phone. When he answered he told us "he did not know what to do" about the fact that our guide had picked up two strangers for a trip that we had paid for and was already an hour into our journey. He then told us to bare with him and he would call us back. When he eventually made contact again, after we had been standing in the cold for over an hour now, he told us there is nothing he could do and he would issue a refund. This was extremely disappointing as we had planned and were really looking forward to this trip as we missed out on it last time we visited Krakow. Not only this, but we had planned our whole weekend away around this trip, so we had seen and done everything else we wanted to do in the city, so we ended up spending more money on another day trip elsewhere with another company. Throughtout the day, the guide and the Discover Crakow team made multiple excuses for why this disaster happened including: there were two people booked onto the same trip with EXACTLY the same name as myself, and they didn't realise. Which seems extremely unlikely. Overall really poor organisation which led to this failure, and we are extremely disappointed in the inadequate customer service and unwillingness to solve a problem caused by the incompetence of their own staff.