Poor communication and uncomfortable experience – refund refused
I booked a Zakopane sleigh ride through Hop to Zakopane, paying a 40 PLN deposit online and the remaining 160 PLN in cash on the day, as instructed through the booking.
On arrival, a several-minute briefing was given to the group in Polish. When I asked for the same information in English, I was given only one short sentence explaining the duration of the ride and that food and drink were included. No rules or guidance were explained to me in English.
I was placed in a sleigh with four adults, which in practice did not allow me to sit properly. For the entire one-hour ride, one foot remained on tiptoe and the other was twisted at an awkward angle, causing continuous discomfort. The driver sat directly in front of me and leaned back, forcing me to lean forward for the duration of the journey.
I later noticed other sleighs with fewer passengers but was not informed beforehand that reduced occupancy was available as an option for an additional fee. I was also unaware of optional photographs that other guests appeared to be offered as a souvenir.
After raising a formal complaint, Hop to Zakopane acknowledged communication issues but refused a monetary refund, offering first a voucher to be used by year end and then later refunding only the small online deposit, while stating the matter was closed.
The scenery was nice, but clearer communication for international guests and more realistic seating arrangements would have made a significant difference.
5. helmikuuta 2026
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