First, I didn't receive an upgrade to a higher room standard, even though I have it guaranteed due to my Gold status on Hotels.com. The hotel was not fully booked and there was a possibility of such an upgrade, but the employee who checked me in due to a system error could not do it. I may have been granted an upgrade earlier, as has happened many times in other hotels.
I was placed in a room that has leaky windows and both at night and in the morning there is no possibility to rest and relax in the room, because you can hear people's voices and every passing car or tram.
The curtains in the room I got also did not work - they are glued to the curtain rod and cannot be moved, which makes it impossible to darken the room so as not to wake up at sunrise.
I also asked yesterday at check-in about the possibility of booking a massage at the spa for the next day. The ladies replied that they couldn't book anything, but the occupancy is not large, so they will easily find a spot for me. I contacted the spa the next day and received information that I cannot use any 60 or 90 minute massage because all dates are booked.
As a result, my stay at Monopol hotel is one of the worst I have ever had in Wrocław. I expected a 5-star service, and I received a standard worse than in the guesthouse in the countryside. After pointing out my remarks to the General Manager he called me and promised me he will get backto me with a personal offer on Monday morning which unfortunatelly, never happened.