Supercracow Reviews 322

Tour guides all on time. Pleasant friendly people. Lots of information and emails about times and pick up points

WARNING: The bus abandoned myself and 4 others at Auschwitz without any sort of communication! And no - we were not wasting time or running late. This is not a joke and I wish it was. This really happened to me on September 18, 2025.

Context: Due to high ticket demand, our expected tour time was pushed from approximately 12PM to 2PM - I do not blame Super Cracow for this, as it is a matter outside of their control. However, the bus coordinator (Sebastian) must have been in a rush to get back to his home or something. Others on the bus managed to get tours at 1PM, but we were assured that we would gather all riders before taking the 1.5 hour ride back to Krakow.

What happened: As the 2PM tour concluded around 5:30PM, we followed instructions and went straight back to the parking lot only to find that our bus was gone - my backpack and all. As you could imagine, this is quite scary for a foreigner as I was not given a WhatsApp # for the bus coordinator, and Super Cracow customer service is only available via chat for those with only a data plan. My phone was almost out of battery, I no longer had my backpack, and I had a train leaving for Prague later that evening. We stood there in disbelief, frantically trying to figure out what to do. Thankfully, a different guide happened to overhear us talking and had extra room on his bus to bring us home - without his help, I don’t know what we would have done as we were so far from Krakow. When asking for a refund, Super Cracow offered me a 15% refund for the horrible experience and I told them to keep it - I’ll just write this review.

My advice: Please keep in mind that I have zero incentive to make up this story or write this review. This experience is unfortunately what I will remember most about my time at Auschwitz and Poland in general. PLEASE book your Auschwitz plans with a different company, even if it’s more expensive. It’s not worth risking having the same experience that I did with Super Cracow. I still can’t believe they did this to their customers.

Turned our trip into a disaster!
My colleague and I came to Krakow (14/09/25) with the sole purpose of visiting Auschwitz. Prior to booking a week before, I had a chat with the online service to make sure the tickets I was purchasing were indeed ‘fast track’ (skip the queue) tickets and we wouldn’t end up being told to wait in the queue. I also paid for hotel pick up. The day before the event I received a message that, as opposed to the 6am pick up time, we would be picked up at 3am as we have to queue for tickets! and that we would be picked up at a location 15 mins away from our hotel. I immediately messaged back that this was not at all what I promised and paid for. They got back to me saying that the booking email showed no hotel address- so I sent them the booking confirmation which CLEARLY showed the address. After that was arranged, I CONFIRMED PICK UP TIME and we unfortunately mentally prepared to wake up at 3am, because we really wanted to go anyway. However still wanted an explanation as to why I paid extra for fast track tickets when I had to wait in the queue for 3 hours anyway. The person on the other end said they would get back to me soon. At 10pm, when we were preparing to sleep a bit before waking at 3am,I received an email that our tour had been cancelled!! I tried the ‘emergency contact number’ several times and sent them a message asking why our tour had been cancelled and refund given, but in vain, no one picked up or answered. I waited up till 1am, no answer. At 3am I received a phone call that the driver was waiting outside our hotel!! I told the person on the phone that I had been informed 5 hours ago that our booking was cancelled, and the line went dead. The following morning I received a message stating that the company, HeadOut, emailed their affiliates, Supercracow, stating that ‘the customer would like to know why that are being picked up so early’ and the answer given was “if they are not happy cancel their booking and provide a refund”!! So our booking was cancelled simply because I wanted an explanation as to why I had paid for skip the queue tickets and was still going to be waiting in the queue! Atrocious disorganization, disrespect, and horrible customer service! Do not book with these two companies unless you want your holiday ruined!

We originally booked a 9 am departure 2 months before, but only the afternoon before were informed that pickup would actually be at 3 am. What you should know is that SuperCracow.com (via GetYourGuide) does not arrange group entry slots at Auschwitz. This means you go there very early and queue in person, which is not the "skip-the-line" option that’s advertised.

Our driver, Daniel, was excellent, friendly, professional, and even waited in line for us while we could rest in the minivan. Without him, the experience would have been much harder. Still, the schedule change and lack of clarity about how entry works could easily cause frustration, missed tours, or disappointment if you are less flexible.

At Auschwitz, the guide was knowledgeable but moved very quickly. With a large group of 32 people, it was hard to absorb the gravity of what we were seeing at our own pace. Personally, I would have preferred more time to reflect in certain areas rather than being hurried on.

Afterwards, Daniel took us to the Salt Mines. It was interesting and impressive, but you should be aware that there’s a lot of walking involved. Combined with the 3 am start, long waiting times, and the fast-paced Auschwitz visit, this made the day very exhausting, especially for my dad, who is 70 years old.

Overall, we do not regret making this trip. It gave us the chance to see two important sites in one day. However, if we were to do it again, we would choose a different tour, one that allows you to plan your own timing and experience Auschwitz with more space for reflection.

Avoid at all costs! Cancelled booking less than 24 hours before scheduled with absolutely no explanation after it was booked weeks in advance.

Poor excuses should be an absolute minimum of 48 hours notice

Booked through GetYourGuide months in advance. 4 days from trip to Auschwitz, supercracow message say the pick up time is 3am to secure tickets. Book with caution

Tour booked at 11:00 a.m. with an Italian-speaking guide.
Pickup time information received the evening before the scheduled date: 2:50 a.m. with an English-speaking guide.
If we refuse, will you refund us and goodbye???
Too bad this trip was organized to visit the camps.
We accept.
Pickup at 2:50
Arrival at 4:00
Wait until 6:30
Camp opens and new line until 9:00
Entrance to the camp with an English-speaking guide at 11:00 (you say there's no space in the Italian-speaking group).
We see on the monitor that there are 5 places in the 10:15 group.
We go directly to the ticket office and are told that if we buy another ticket, then yes, we can join the group with the Italian-speaking guide.
Speculators.
In the package, you promise things you don't deliver, including a lunch box we've never seen before.
When we asked for clarification, we were met with complete rudeness from the office and the on-site representative (Suzana).
You not only behave without any understanding or empathy, but not even the slightest bit of politeness, which is expected, especially when you're in the wrong. I would never, ever recommend booking a tour with you. Every day you meet people who take this journey with a spirit of reflection and meditation, and you make it a nightmare for them.
Shame on you.
Speculators

I booked this trip as part of my fiancés 30th birthday present as it is something we have always wanted to do together. When I booked the only time slot that was available was 06:00am which is earlier than we would choose but I booked it anyway as we only had one full day in Krakow so this was the only date we could go. The description states ‘The pickup time may change (the possible start of the tour is between 05:00am - 1:30pm)’. I was pretty upset to receive a message just 14 hours prior advising me that our pick up time would be 03:20am! I replied asking if this could be changed as we didn’t want to be waking up at 02:30am whilst we’re on holiday but was told this was the only time available. I also wouldn’t have got a refund if I had cancelled as you need to cancel 24 hours in advance (which I couldn’t have done as I was only told the start time 14 hours in advance). We told ourselves that at least with a start time of 03:20am we would arrive back at our hotel early enough to have the rest of the day free to explore the city before we went home the next morning. We had to walk 15 minutes to our pick up point (they don’t pick you up from your hotel as advertised). We arrived at the museum at around 04:30am and then had to sit outside in a queue in the dark, cold and rain for 3 hours (we were not advised that we would be doing this, had we known we would have worn warmer clothes and made sure we had something to eat and drink) until the museum opened. We then had to join another queue outside for around an hour and a half until 09:00am to buy museum entrance tickets (these aren’t included when you book the trip). It was at this point we learned that the next English-speaking tour wasn’t until 11:30am, so another 2 and a half hours to kill. In total 8 hours of waiting, some of it in the dark and rain, before we actually went on the tour. The tour of Auschwitz-Birkenau itself was obviously a once in a lifetime and very sobering experience and our tour guide was excellent and very knowledgeable but unfortunately it was impossible to enjoy this properly whilst sleep deprived and after an 8 hour wait. I am 6 months pregnant and my fiancé unfortunately had a cold that day but pushed himself to go anyway as it was our only opportunity. We did not expect to be getting up at 02:30, standing outside in the dark and cold for hours or be without food or water for hours. We ended up getting back to our hotel at around 4:30pm, this was our last night so we forced ourselves out for tea before had to catch an early flight the next morning but we were obviously absolutely exhausted. It’s completely unacceptable to think a start time of 03:20 is reasonable for any type of trip or tour, completely unacceptable to expect people to wait in queues for 4 and a half hours without any warning of this and completely unacceptable that it turned out to be a 13 hour day when the actual tour itself was only 3 and a half hours. I will be escalating this further and requesting at least a partial refund.

We booked a tour to Aushwitz via get your guide and the whole tour was miss-sold to us. The tour is advertised as including 'skip the line entry tickets' - lie number one. In fact, our experience was the complete opposite of this. We had to get up at 3.30am to go queue for entry tickets for over 4 hours. Once we eventually got tickets, they were for a guided tour in 3.5 hours time... the tour itself is also stated to be 7.5 hours - lie number two. All in all we must have spent about 14 hours from start to finish on this trip. How this company can get away with running tours like this I don't know, it was a shambles. If you plan well in advance, I recommend you go online and pre-book a timed guided tour directly on the museum's website and get a train there and back. They are also hiding bad reviews on get your guide in order to promote the 5 star ones (most likely many are done by 'bots') as I added my 2 star review yesterday but does it come up on the review page? Of course not! Unless you go to the website and filter to show the most recent ones (which you can't do on the app). Totally misleading people. I would never book a trip with this company again and will be making sure others don't either!!

If you go to Auschwitz - make sure your tour is not with supercracow tours! Horrendous experience. Picked up at 0400, queued until 0630 for the car park to open, queued until the ticket office opened at 0730, queued again and got the tickets at 0930 to be told we were now booked in for the 1330 English speaking guided tour...we were led to believe we had tickets already as we got sent an 'e-ticket'. It meant nothing and was not affiliated with the museum. The tour leader had a pocketful of cash to buy our tickets as we got to the front of the queue and handed our passports over as ID. This is how they onviously make more by keeping the cash of the ones who did not turn up. We met at least 4 people the day after on the salt mine tour who refused to get picked up at 0400 and forfeited their money. We were only told we would be picked up at 0400 at 1600 the day before. This meant no refund (<24 hours) so had to go with it. Advised be prepared for a 12 hour day for a 2 hour tour...it turned out to be a 15 hour day. If you provide a city break with tours, you should know the companies you're dealing with. At least research them. I could have done my own research had I known the company and seen their shocking reviews.

IF YOU GO TO SEE AUSCHWITZ I'D HIGHLY RECOMMEND BUYING YOUR OWN TICKETS ONLINE (LIKE THE COACHLOADS WHO GOT DROPPED OFF AND WENT STRAIGHT IN) AND SHARING A TAXI THERE AND BACK. IT MAY COST MORE BUT WOULD BE 100% WORTH THE EXTRA.

Would not recommend, thoroughly disappointed and unhappy - as were the other 50 or so people on the coach.
EDIT TO YOUR REPLY: IT STATES ON YOUR ORIGINAL WHATSAPP MESSAGE FREE CANCELLATION UP TO 24 HOURS BEFORE DEPARTURE. YOU ONLY SENT US THE TIME OF 0400 DEPARTURE 13 HOURS BEFORE ACTUAL DEPARTURE. THE PACKAGE WAS BOOKED 3 MONTHS PRIOR - PLENTY TIME TO BOOK TICKETS. UTTERLY SHAMBOLIC WITH NO COORDINATION. IT IS NOT UNUSUAL - THE GUIDE SAID IT'S
COMMON PRACTICE. I STILL STAND
BY MY ORIGINAL, HONEST REVIEW. THIS IS BACKED UP BY YOUR TERRIBLE REVIEWS. IF YOU DON'T WANT THEM - FIX YOUR SYSTEM

Really glad we booked this tour instead of going independently . Kept informed of time for pick up from hotel. Everything about the tour ran smoothly. Our tour guide was highly experienced, knowledgeable and extremely respectful to the memory of those who perished.
Highly recommend this tour group. Thank you

Terrible. We was picked up at 5am by the taxi from hotel to take us to a meeting point for a coach. No coach has shown up, taxi driver left us, 2x pregnant ladies in group, no communication just left in middle of the city. Awful company. Kept changing times of collection evening before. Use someone else for your tours.

We booked a tour to Auschwitz the day before due to issues with Get Your Guide not being able to fulfil the order I had placed months ago. All was confirmed via Wats app but I was advised pick up was 4.30am!! (Despite us booking skip the line). When I placed the order, my hotel address was not showing, so as per the booking instructions I selected the address nearest but added the address into the open text box. Email confirmed correct pick up location. My sister and I were outside the hotel at 4.20am. We waited until 5.31am and the driver did not show!!! I messaged the Watsapp number that had contacted me the night prior, no reply, I texted the “emergency” contact number multiple times, no reply. Absolutely appalling service. DO NOT FALL FOR THIS SCAM OF A COMPANY!!!

I completely understand that timings may change, especially in peak season or when booking late, however once the booking has been confirmed it is completely unprofessional for the company not to turn up - especially when we had to get up at 4am!!!

I can see the company have replied to others to advise booking cancelled, if this was the case then there was certainly no communication to me, in fact the trip was confirmed by WhatsApp the day before (PM).

They have advised a refund will be issued but this in no way makes up for ruining our break.

Here’s the thing that you need to understand about Supa Cracow. The guides are superb but the management & structure has problems.

Our experience was perfect.

They will try to fill a large bus in summer. If they can do this then they can buy tickets online 24 hours before you arrive & at 7.30am you will go straight in with an ENGLISH speaking guide… so all good.

Things that can go wrong….
Example 1 - French speaking guide for 2 people… impossible.
Example 2 - can’t fill a bus.. they just will cancel you last minute.
Example 3 - Auschwitz is too busy.. Supa Cracow will change your time to ‘mega early’
So they can buy your tickets & be ready at 7am outside the museum.

Generally, the reviews are mixed… with a very high number of 1 stars but they do reply to 65% of people.

My advice for August bookings.
You 100% will be picked in the old city at 5.50am no matter what time you booked.

Understand that ‘Auschwitz’ has become mega popular… huge queues every day..
Supa Cracow guides are amazing… simply the best but the booking side of things has a dark side.

My visit was cancelled right before the weekend started — first unofficially (they asked me to cancel it myself), then officially, less than 24 hours before the tour. The excuse? “No French-speaking guide available.” The result: my niece flew in from Paris specifically to visit Auschwitz and couldn’t do it. Compensation? None, apart from a basic ticket refund. Disgraceful. Absolutely unprofessional and disrespectful. Avoid.

This "company" (SuperCracow.com) is nothing more than a ticket shark set-up. They will sell you tickets with guides and time-slots they don't have - and tell you that the tickets can be refunded until 24 hours before.

What really happens is that they will contact you less than 24 hours before and tell you that they only have one tour that day and that it is too bad if that time doesn't fit your plans. Your money is lost - even though that it is a change of the booking from their side!

That happened to us, so my recommendation is to try to get your tickets through the official ticket office and avoid these ticket sharks who are destroying a fair ticket system.

Extremely bad service ! Booked weeks ago for a guided Aushwitz-Birkenau tour at 10h today. Yesterday we received whatsapp that tour changed to 07:15h today, without alternatives nor possibility for refund !!! => no breakfast possible in Hotel & in the end double costs ! Absolutely not trustable as a company !

Avoid this company if you can!
I booked an excursion to Auschwitz/Birkenau through Get your guide who I have used for many years and been very pleased.
Get your guide need to cease their contract with Super Cracow now!!!
I booked a trip with them for a 7am pickup. The terms did say the time could change, I am a flexible person but to change it to 8 hours later is poor. When you book to come to krakow and have a lot to cram in 8 hours later is unacceptable. They informed me 18 hours before the trip but cleverly as it was 24 hours before the Trip I could not cancel as the conditions of get your guide.
Backwards and forwards with emails which they said they knew in May the timings might have to change through rules with Auschwitz. If they knew in May then tell me so I have a right to cancel not tell me right at the last moment when they have my money. Very sly!
I did fulfill my trip with a company who did not mess me about and treated their customers as they should,
Super Cracow treat customers poor and are just money grabbing.

Luckily get your guide refunded me as they know about customer loyalty and confidence something super Cracow need to learn.

BEWARE THEY MAY CANCEL YOUR BOOKING NO NOTICE — Booked a tour through GetYourGuide, with supercracow was booked at least 6 weeks prior to our visit. They decided to cancel our tour with under 24 hours notice. Which the reason we were visiting Poland, like many tourists, was to visit Auschwitz & the Salt Mines. To find out when we were waiting for a plane that we have lost our tour was absolutely devastating. We were just offered a refund and not a place on a tour another day too! So no alternatives offered leaving us with nothing! Thanks supercracow for ruining a trip planned since January!

I am not usually a group tour person. As I wanted to visit two sides in one day chose this. We were picked up on time and both driver and guide were great. Guide really well organised. Guides at both locations really good and very knowledgeable. The trip was so well organised.