Książulo, Hotel Gołębiewski in Pobierowo and one review that travelled across Poland. What can apartment owners learn?

Książulo at Hotel Gołębiewski in Pobierowo: what apartment owners can learn from a review everyone saw

A single social media post can now reach millions of people within hours. Hotel Gołębiewski in Pobierowo found that out when, after a visit from the popular YouTuber Książulo, it landed at the centre of media and internet attention. The video set off an enormous discussion, not only about the standard of the new hotel but above all about the quality of guest service and how reported problems were handled.

For owners of short-term rental apartments this is not a reason to enjoy a competitor's trouble. Quite the opposite. It is a valuable lesson showing that even the most expensive and prestigious property is not immune to a reputational crisis. More importantly, many such situations can be limited or removed entirely with the right procedures.

What happened in Pobierowo?

According to the material Książulo published, several problems during the stay significantly affected the comfort of the visit. The video mentioned, among other things, a very high temperature in the room caused by air conditioning that was not working, problems with the water, and difficulty getting effective help from the staff.

The hotel decided to refund the cost of the stay, but by then the video had already reached an enormous audience. The largest news portals covered the story and the discussion moved to social media very quickly.

We are not judging here which side was right. But the situation is worth analysing from the point of view of someone running apartments or a small accommodation property.

The biggest problem is often not the fault itself

Every apartment owner will sooner or later meet an unforeseen situation:

• broken air conditioning,
• a failed boiler,
• no internet,
• a problem with an electronic lock,
• noise from building work next door,
• a power cut.

Guests generally understand that not everything is within the host's control. What they take much worse is a lack of information, ignored reports, or attempts to convince them the problem does not exist.

It is precisely how a complaint is handled that very often decides the final rating of the stay.

What could have been done differently?

1. Acknowledge the report immediately

The worst thing a guest can hear is silence.

Even if solving the problem will take a few hours, tell them straight away:

We are sorry about this. A technician has already been called. If we cannot fix the fault within the next 30 minutes, we will propose an alternative.

An answer like that shows the owner has taken responsibility.

2. Propose a concrete solution

The guest should not have to work out what happens next.

If the property has free rooms or apartments, offer a move straight away. If that is not possible, you can offer:

• a partial refund,
• a voucher for a future stay,
• a free extension of the stay,
• additional services at no charge.

The cost of such compensation is usually small compared with the loss of reputation.

3. Keep the guest informed

Even if the fault cannot be fixed at once, the guest should know what is happening.

A short message every fifteen minutes often works better than hours of silence.

Why one review can now cost hundreds of thousands of zloty

An unhappy customer used to tell their family and friends about their stay. Today all it takes is a mobile phone and an account on YouTube, TikTok or Instagram for an opinion to reach millions.

You do not have to be an influencer. Videos posted by ordinary tourists increasingly go viral too.

That is why managing reviews should be part of the daily work of every apartment operator.

How to protect your apartment against a similar crisis

Use a checklist before every arrival

Whoever prepares the apartment should check, among other things:

• that the air conditioning works,
• the temperature in the rooms,
• the internet,
• the television,
• the hot water,
• the locks,
• the lighting,
• the cleanliness of every room.

These checks take a few minutes and head off a great many problems.

Respond very quickly

If a guest reports a problem through Booking.com, Airbnb or by phone, response time matters enormously.

Even when the solution takes hours, the reply should come almost immediately.

Do not argue in public

A negative review is not the best place to prove you were right.

This works far better:

Thank you for your feedback. We are sorry the stay did not meet your expectations. We are looking into what you describe and putting measures in place so similar problems do not recur.

A message like that also builds trust with future customers.

Small apartments have an advantage over large hotels

Large properties have bigger budgets, but apartment owners hold something equally valuable: they can make decisions quickly.

There are no layers of approval to pass through in order to:

• move a guest to another apartment,
• refund part of the money,
• call out a repair,
• offer compensation.

That flexibility very often translates into higher ratings and more returning guests.

How ERPHome helps reduce the risk of negative reviews

No system will fix air conditioning or a plumbing failure. But it can significantly improve how work is organised and how you communicate with your team.

With ERPHome, apartment owners can:

• keep a history of guest reports,
• pass tasks to the cleaning or maintenance team immediately,
• check that apartments are prepared before arrival,
• document repairs carried out,
• improve communication with staff.

The sooner a problem is spotted and solved, the smaller the risk of it ending in a negative review, or in a video that hundreds of thousands of potential customers will watch.

In short

The Hotel Gołębiewski story in Pobierowo shows that in the accommodation trade no property is immune to a reputational crisis. Even a luxury hotel can end up at the centre of a media storm when technical problems combine with poor communication.

For apartment owners it is a valuable lesson. Faults will always happen, but the response decides whether the guest gives five stars despite the problems or records a video that millions will watch.

Professional service, fast communication, clearly defined procedures and the right apartment management tools now matter as much as a comfortable bed or an attractive location. Increasingly, they are what decides success in short-term rental.