Supercracow Reviews 322

Overall a great experience. Other than almost leaving without us in the morning, everything was very well organized. Great guides both at Auschwitz-Birkenau and the salt mine. Well-timed breaks. Good conditions in the bus. So yeah, it was the highlight of our short trip to Krakow.

Our tour was cancelled for Auschwitz. We Booked it 3 months in advance and in English, but they could not find a guide and cancelled it. The only reason for our trip was to visit Auschwitz. They don't even offer an alternative.
Having read other reviews on here, this is not the first time they do this.

We booked the Auschwitz-Birkenau tour for 9:45am, and were told the day before that we had been rescheduled for 12:20pm. Organisation and communication was poor for the pickup, as we were looking for a super cracow coach but actually it seems we had been passed onto a hello cracow tour. The tour itself was very informative and harrowing, but we felt quite rushed in Auschwitz II as it was getting dark. Definitely felt this area could have been explained better. Overall an ok experience but I would recommend booking with other tour operators.

Shocking - Booked well over a month ago a full guided tour to Auschwitz-Birkenau and they have cancelled the tour 3 days before we visit. Although they are offering a refund there was no option of rebooking as they said the provider wasn’t answering . It’s now too late to book else where due to limited available as it’s so popular on a weekend.
AVOID THIS COMPANY and book with a trusted seller.

Booked through get your guide for our trip from krakow to Auschwitz, great communication from supercracow before the day, prompt pick up at a requested time .. (10am), lovely bus transfer team and great , friendly knowledgeable guide agneskia, we learned so much, thank you so much for
a well organised, educational day magda,wieslaw ans agneskia

Super guides and very well organised, great trip. Was disappointed in paying for a taxi pick up that only lasted no more than 5 minutes. If I had know the 'actual' coach pick ups, I wouldn't have needed a taxi. Perhaps giving this information out would help.

Great experience
Very professional

Everything well organize, on time, and the guide, I don’t remember her name, she was amazing, how much she knows about the topic and the delicacy talking about it. 100% recommended!

A very moving excursion! Full of History that our guide Magdalena knew how to tell us very well and made the walk very interesting. Without a doubt, this place moves you to the last feeling, but it is history and we should all know it.

@@@@ WARNING @@@@
I advanced booked/ paid for a guided tour of Auschwitz. Initially the pickup time was changed, however, the driver never arrived. When I tried to contact the operator, the telephone number doesn't exist.
I have now reported this to the local authorities as no refund has been provided. I was not the only person this happened to. I advise you to read the read the reviews of "SuperCracow" on Trust Pilot and you will see they are a dishonest and unreliable company.

DO NOT BOOOK i have booked a trip to aushwitz wotht his crowd booked pick up for 9 am got a email last minute (causing us not to be able to get out money back 100e!) stating the pick up time changed to 5:15 in the morning!! Not convenient for us at all picked a time for a reason? Tried to get money back they told me you either make it for 5:15 or loose money no help whats so ever dont risk loosing money with these people wouldn't work with you dont waste your time.

Helpful and nice experience. Drive from pick up to drop off for bus to Auschwits was very friendly. The bus was comfortable and the tour guide was friendly too.

While I wouldn’t consider touring Auschwitz as “fun”, it was a valuable experience that I’m glad I was able to take part in. Supercracow made the process of getting there and setting up with a guide super quick and easy. While I may not travel to Auschwitz again, I’ll definitely keep supercracow in mind for other trips in the future!

They are scamming, they were supposed to bring us from Krakow to Auschwitz on dec 26th but they did not, and there were other people like us.

Terrible experience.
They moved the Auschwitz tour to a time when we had not even arrived in the city yet, forcing us to cancel. No refund, no support, no alternative offered.
I felt completely taken advantage of by this company.
Absolutely disgraceful.
I strongly do not recommend them.

Lovely driver and Margaret the host on the coach.Guides auschwitz and salt mines very informative.

All perfect, an excellent visit that thanks to the guide helped us understand the whole story

⚠️ WORST EXPERIENCE OF OUR LIVES

Everything started when we purchased a package for the Auschwitz visit with transfer and entrance ticket included, scheduled for the 05:00 a.m. time slot (as it was the only one available).

The first issue occurred when we received two different messages from the organizer via the GetYourGuide platform at different times (the first one three days before the experience and the second one the day before), stating that our entrance tickets were not included and that we would need to buy them at the entrance. After contacting them the first time to confirm that the tickets were indeed included (as we had paid an extra €40), they admitted it was a mistake and confirmed that we only needed to collect the tickets at the ticket office. However, the day before the visit, they contacted us again via WhatsApp saying once more that the tickets were not included. Again, after we explained the situation, they admitted their mistake and confirmed the tickets were included.

The second issue was related to the meeting time. Although our visit was scheduled for 05:00 a.m., we were informed the day before that we had to be at the meeting point at 02:15 a.m. to board the bus, which made no sense considering the visit itself only started at 05:00 a.m.

The third and most serious issue was what happened upon arrival. We reached Auschwitz at 03:30 a.m., with a temperature of 0°C. We were forced to leave the bus and wait outside in a line, standing for over five hours, in the rain, without benches, without shelter, without access to toilets, and without being allowed to stay on the bus. We were freezing, completely exposed to the cold, and treated in an inhumane way. We were told the site would open at 06:30 a.m. and that we would be inside a warm area, but this did not happen. We remained outside in the cold until 07:30 a.m., when the ticket office opened. This long waiting time was completely unjustified, as very few people joined the line during those hours.

At 07:30 a.m., many organized tour groups arrived and were allowed to go ahead of us, even though we had supposedly already purchased our tickets in advance. We only reached the ticket office at 08:30 a.m., where the organizer bought the tickets at that moment. Had we bought them ourselves, they would have been cheaper, meaning we paid more for no real benefit.

Another unacceptable situation was that we were two people, yet we were assigned to different guided tour times (08:30 a.m. and 10:45 a.m.). After a discussion, the organizer managed to place both of us in the later group, forcing us to wait even longer in the cold. Once inside, the visit itself went well thanks to the museum staff, but the organization of the tour was extremely poor.

Finally, on the return trip to Kraków, we asked to use the bus restroom and were told the driver did not have the key, which perfectly summed up the overall lack of organization.

Completely disorganized, misleading, and inhumane experience. I do not recommend this tour.

DO NOT BOOK. Pick up time changed suspiciously just AFTER free cancellation deadline to the middle of the night (02:55). We were assured we could wait in the bus, instead waited outside in freezing temperatures on the side of the road for FIVE hours. 2.5 of those without access to a bathroom/food/drinks (after 1.5h bus journey). We were then told no more tickets were available in our language but we would be going with a guide who spoke a different language (at 6 hours after we had been left off). When we said this was unsuitable (and different to advertised service sold to us, the guide (Sébastien) was rude, confrontational and would neither give us our money back nor even buy the aforementioned tickets - until we as a group pointed out that this would amount to stealing. There is no ticket from this operator, no skip the line, no guarantee of English speaking guide. This is an expensive taxi service.
The organisation is amateurish, the whole activity fraudulent, and I'm my opinion; a calculated scam that l intend to pursue reimbursement for.

Avoid this company at all costs. Our experience with Supercracow was one of the worst tour experiences we have ever had, and absolutely unacceptable for a visit to a place as important and emotionally heavy as Auschwitz-Birkenau.

We booked and paid for a 6:00am fast-track tour with hotel pick-up, booked via Headout. What we received was the complete opposite of what was advertised.

1. Forced 1:55am pickup – completely unreasonable

The day before the tour, our confirmed 6:00am pick-up was suddenly changed to 1:55am. No explanation, no apology, and no alternative offered. This is not a normal tour time, regardless of what they try to claim later.

2. Dumped on a dark pavement at 3:00am

We were driven to Auschwitz at 2am and left on a pavement at 3:00am in freezing conditions, with absolutely no guidance, no representative from the company, and no protection or shelter. We stood in the dark and cold for 4.5 hours waiting for tickets – despite already having PAID FOR “fast track” entry.

3. Fast track? A complete scam.

Despite the tour being advertised as fast-track, we:
• Did NOT skip any line
• Did NOT receive early entry
• Did NOT receive tickets in advance
• Had to stand in the general queue behind dozens of other groups
This was blatant false advertising.

4. Hotel pick-up? Also a lie.

Our booking clearly included hotel pick-up, yet we were instructed to go to a random central meeting point instead. Again, zero explanation.

5. No communication, no support, no care

Throughout the entire ordeal, there was no communication, no updates, and no attempt to look after the group. We were simply dropped off and abandoned for hours in freezing weather after being dragged out of Krakow in the middle of the night.

6. Completely disrespectful to visitors

A visit to Auschwitz should be handled respectfully and professionally. This company showed zero respect for the emotional weight of the experience, zero respect for their customers, and zero care for safety or comfort.

In summary:

We paid for a premium tour and received the worst, most chaotic, misleading, and unprofessional service we have ever experienced. Supercracow delivered NONE of what was promised.

We want a full refund and will be escalating this to Headout, TrustPilot, and any relevant consumer protection channels. This company should not be running tours to a site of such historical importance if this is how they operate.