Supercracow Recenzje 

Ne réservez pas via cette agence !!!

En date du 11/8 je réserve une activité pour 4 personnes pour Auschwitz avec un guide en français et ce, pour le 6/9.

Le 3/9 soit 3 jours avant l’activité, ils nous annulent pour « panne d’électricité ». Cette raison n’est évidemment pas la bonne. La réelle raison est qu’ils n’ont pas trouvé de guide francophone ! Aucune solution ne nous est proposée, ni même de prendre un guide parlant une autre langue, rien !!!!
Nous nous retrouvons donc à 3j de l’activité sans activité et évidemment tout est complet !

Nous nous rendions à Cracovie presque uniquement pour aller visiter Auschwitz, merci d’avoir ruiné notre voyage.

Et voici le justificatif reçu ensuite par mail :
Dear Customer,
We are contacting you regarding your booking for the Auschwitz-Birkenau and Salt Mine Museum tour.
Unfortunately, due to force majeure circumstances, we were unable to secure a guide for your scheduled visit. We sincerely apologize for this situation and for any inconvenience it may cause.
As a result, your booking will be canceled, and a full refund will be issued.
Please note that during the cancellation process, the available system options did not accurately reflect the reason for this situation. We selected “Electric or internet outage” as the closest available option, although it does not fully correspond to the actual cause.
We would also like to emphasize that this cancellation is entirely our responsibility and is being handled exclusively by our team, and the Museum is not involved in this process.
If you have any questions, concerns, or need further assistance, we kindly encourage you to contact us directly or reach out via your booking platform. We remain at your disposal and will be happy to assist you.
Thank you for your understanding.
Kind regards,
SuperCracow Team

Ce qui résume donc bien ce que j’avais écrit !!!

Acquistati 2 mesi prima biglietti per il ns gruppo di 6 amici per visitare i campi di Auschwitz, solo 48 ore prima mi hanno avvisato che la visita era annullata per mancanza di guida e che nulla valevano le lamentele perché nelle note del biglietto era presente la clausola con cui veniva rappresentata tale eventualità, ho avvisato get your guide, piattaforma a cui mi ero rivolta per l'acquisto, gli stessi mi hanno confermato l'assenza di detta clausola. Agenzia INAFFIDABILE, a Cracovia ho incontrato italiani che negli stessi gg, con questa agenzia, hanno avuto lo stesso trattamento. Gravissimo, tra l'altro, il biglietto molto caro perché offrivano, sulla carta, un servizio molto efficiente. Ad oggi, a 4 giorni dall'annullamento, nessun rimborso. Spero che questa mia segnalazione possa essere utile.

I bought the tickets for specific day, and because we’re traveling, specific time. They anticipate the hours for first turn in morning!
Started without us, and didn’t get the opportunity to see anything!
If I asked for a specific time is because I was unable to be there before!!!
I get if they postponed the ticket forwarding, but never to antecipate!
YOU don’t pay for tickets, you pay for vouchers for their own time! Even without guide we can’t enter because you don’t have tickets
Never again! It’s a SCAM

As response to your justification, I bought the tickets for specific time , if you want to change day or time you must confirm if I’m available for that new time! When you send the new time you need to confirm if it’s possible! I was traveling, and was impossible to be there so early, but if you changed to later time or next day I could go!
When I say it’s a scam is because most of tourists arrive to see the auchwitz camp on first day, and when you change for early time you’ll get a lot of people missing. You receive the money from clients, but you don’t pay on the tickets office in the auchwitz camp…. Less people to attend, less tickets to buy, more profit to your company!
So, ITS A SCAM! Do not buy to them, go directly to the real website

Prenotata la visita ai musei di Auschwitz più di due mesi prima, dopo aver addebitato l’importo ed inviato i biglietti, due giorni prima, hanno disdetto la prenotazione del ns gruppo per mancanza di guida. Poi si sono giustificati che sul loro sito ufficiale c’era questa eventualità. Ma nulla di ciò su get your guide dove noi abbiamo prenotato. Davvero scorretti ed inaffidabili. Mai più prenotazioni con questa agenzia

SCAM ALERT 🚨

Booked through GetYourGuide with SuperCracow Tours. Their policy allows free cancellation up to 24 hours before the tour, but the operator changed the tour time after that deadline had passed, leaving me stuck with a new time that didn’t work for me.

I contacted support and an AI agent flatly refused a refund, hiding behind a clause that lets them “change the time” whenever they want. That’s not good enough: if the operator changes the booking after the refund window closes, customers should not be penalized for cancelling. This feels like a deliberate loophole to avoid refunds, and it’s a shady practice.

Avoid this operator, and GetYourGuide should not be allowing this kind of policy abuse on their platform.

Ne leur faites pas confiance !

Nous avons réservé pour 11h une visite il y a plus de 1mois

4 jours avant la visite alors que nous sommes a 2000 kms , la visite est avancée a 7h du matin !!

Ne propose aucune solution et ne ce souci pas des consequences de leur mauvaise gestion

Contratamos la excursión Auschwitz y el servicio fue estupendo, muy bien explicado por la guia del autobus 34 y de Margarita.

Avoid both Headout and SuperCracow.

We booked and fully paid for an Auschwitz-Birkenau guided tour for three people well in advance. The tour was confirmed for 3:00 PM, and we planned our trip from Latvia around that schedule, including another pre-booked and prepaid tour on the same morning.

Less than 24 hours before the visit, we received a WhatsApp message stating:
"Unfortunately, we must change the meet-up details for tomorrow."
The new meeting time was 7:40 AM - more than 7 hours earlier than the confirmed time.
This made participation impossible.

SuperCracow later claimed that an email had been sent several days earlier. We carefully checked all folders, including Inbox, Spam, Junk, Archive and Trash, and no such email was ever received. The only communication we actually received was the WhatsApp message sent less than 24 hours before the tour.

What is also disappointing is that neither the WhatsApp message nor any subsequent communication informed us that, according to SuperCracow's current position, the booking could allegedly still be cancelled and refunded. Had we been informed of that option at the time, we would have immediately exercised it.
Instead, when we explained that the new time conflicted with another pre-booked tour and requested either a refund or a reasonable solution, our request was rejected.

Headout was equally disappointing. Despite receiving the relevant information and request, they eventually stopped responding and provided no meaningful assistance in resolving the issue.

After researching the matter, we discovered that we are far from the only customers of Headout and SuperCracow reporting very similar experiences involving last-minute schedule changes, early-morning replacements for originally booked times, cancellations shortly before departure, communication disputes, and subsequent refund difficulties. Similar complaints can be found on Trustpilot, Tripadvisor and other travel forums.

We understand that operational changes can happen. However, moving a tour by more than seven hours less than 24 hours before departure is not a minor adjustment. It fundamentally changes the service that was purchased and can easily disrupt carefully planned travel arrangements.

What disappointed us most was not the change itself, but the complete lack of flexibility, customer care and willingness to find a fair solution.

As a result, we have rprepared the documents to refer the matter to the relevant Polish consumer and travelers protection authorities and will allow them to assess whether this treatment of customers is appropriate.

Based on our experience, we cannot recommend either SuperCracow or Headout.

Absolutely horrible, indifferent service.

They promise everything but dont do amnything. Dont buy a trip here to Auschwitz they cancel one day before and u dont get back your money. There are mutch more better organizers in Krakow

paolina Is a great tour guide, everything went really well! I definitely recommend ;)

Krakau is een geweldig mooie stad, toegankelijk, prima openbaar vervoer maar met de aantekening dat de buschauffeurs niet echt klantvriendelijk zijn en dat is jammer.

À annuler ma réservation avec une raison incompréhensible à 3 jours de l’événement. A complètement gâcher mes vacances

Tuve pésima experiencia con esta empresa. Contrate y pague sus servicios por intermedio de Civitatis en Noviembre del 2025 para hacer una excursión en Mayo del 2026 la Museo del campo de concentracion de Auschwits. Tres dias antes de llevarse a cabo la cancelaron por "falta de asistentes" dijeron. Con tan poca antelación no pude reprogramar porque ya mi tiempo en Europa (soy de Argentina) se acababa. Cuando me comuniqué por Whatsapp diciendole que yo podia viajar desde Varsovia hacia Cracovia, me ofrecieron un tour para el dia posterior. Obviamente les dije que si. Nunca mas me contestaron el WhatsApp, quedandome sin poder realizar la visita al Museo. Muy poco profesionales.

El tour fue increíble, perfectamente organizado y puntual. El guía, Oscar de ecuador, un diez! Aunque no tuvieras ningún conocimiento previo, con el te lo aprendes todo! El bus muy cómodo, y la coordinadora muy amable. Gracias por tremenda experiencia!

Hicimos las excursiones de auswicht y minas de sal con ellos, en general bien.La excursión de Minas de sal demasiado deprisa todo, íbamos corriendo.

I traveled all the way from Scotland for a profoundly important visit to Auschwitz-Birkenau, having booked this tour three months in advance. Looking at their page now, the fact that 43% of customers have submitted a 1-star review on Trustpilot speaks volumes—I only wish I had looked closer before booking. SuperCracow.com completely ruined our experience through gross operational negligence and then lied to cover it up.

Due to what they called "scheduling issues," they delayed our pickup by 100 minutes. This logistical failure caused our group to miss our official 11:50 AM museum entry slot. Because we arrived significantly late, our advertised 1.5-hour tour of Birkenau was decimated to just 25 minutes. We were given a rushed walk to a latrine block and ordered straight back to the bus—completely omitting the unloading ramps, the gas chambers, and the crematoria ruins.

When confronted, their representative, was highly condescending and tried to blame the museum guide for the pace. I contacted the Auschwitz-Birkenau State Museum administration directly, and they confirmed the truth in writing: the tour was cut short solely because SuperCracow arrived late, running out the clock before the guide had to move to their next pre-booked group.

SuperCracow pocketed our money for a full tour they knowingly sabotaged before the bus even left Kraków. They prioritize bus schedules over historical integrity and client experiences. Avoid this incompetent, dishonest company at all costs—book directly through the official museum instead.

La excursion a Auschwiitz, muy mal organizada por el guia, al llegar al punto de encuentro le preguntamos porque no dijo nuestra reserva y de malas maneras nos contesto que no estabamos en su lista y cerro puerta bus, mas tarde salió nos llamo y que ibamos con el. Llegamos a Auschwitz y tardo mas de 1 hora en tener todas las entradas con lo que entramos con bastante retraso y el segúndo Campo casi no vimos nada. Esta situacion por consecuencia hizo que llegarámos a Cracovia 14h y la recogida para la excursion de las Minas de Sal era a las 14:20h por lo que no pudimos comer. El conductor de la tarde super puntual, todo bien organizado.

Reservé la visita Auschwitz + Minas de Sal. La entrada al Campo la hicimos 45 minutos más tarde, porque el guía no tenía la entradas de todos y tuvo que ir hasta en dos ocasiones a la taquilla a terminar de gestionar. Esto hizo que la visita la tuviéramos que hacer corriendo y en el segundo campo, se quedaran cosas sin ver porque se terminó el tiempo. La visita a las Minas de Sal, si fue todo bien.

Visite prévue ce jour avec Super krakov,ns étions au rdv30mn avant le départ de krakov.
Pas d'info sur le programme.
Avons été par nos moyens à Auschwitz.
Malgré les billets ,impossible de rentrer,c'est le guide qui nous fait rentrer..
Une journée de m.
Pour un site qui nous tenait à cœur.