I have written many reviews over the past years and all have been positive. This is the first one…read morewhere I feel my family and I have such a bad experience I needed to share it. This is not a five star establishment, so if that is what you are looking for, please avoid it! And the most important factor is we had been coming to this hotel for 20 years beforehand but needless to say; we will never be returning again as the standard has dropped so badly.
Over our stay, I wrote up a list of what was wrong with the service, etc, so here it is:
- On arrival, we found out there had been a change of ownership and we were treated as if we were there for the first time. At a five star hotel, we expect them to know we have been there around 20 times. We were very fond of the previous owners who knew us well.
- The hair driers in both rooms were so dirty and sticky we had to get them changed.
- There are no English TV channels which was fine for me as I also speak German, but pretty shocking for my father and girlfriend who only speak English. I am not saying this was a huge issue as we were skiing most of the time but it would have been nice to be able to watch some TV in the afternoons before dinner. And needless to say, a five star establishment should offer English TV channels.
- The swimming pool was a milky colour, so definitely NOT clean. We have a pool at home so I can most certainly say the water did not have the clarity needed. We went swimming on the first day and then didn't for the rest of the week.
- The images of the pool on the hotel website are very deceiving/not correct. For 20 years, the pool was an indoor AND outdoor pool, with plastic flaps in between, which allowed you to swim outside in the winter also, with snow all around - it was absolutely fantastic! HOWEVER, there is now a wall built where the flaps used to be but all photos and videos on the website still show access into an outdoor pool - LIES. This was obviously done to save money.
- The reception staff are extremely unfriendly and unhelpful.
- The wifi is unsecured and disconnects every time you do not use it for 3 minutes or so. This was the case not only with my phone but all three internet enabled phones we had with us. A 5 star hotel should have password protected wifi and as most places do, change the password each week to avoid unauthorised people using it.
- The website is a joke as there are so many spelling mistakes it is the most unprofessional website I have ever seen. If a hotel cannot spell POOL or MENU there is something very wrong.
Finally, but most importantly, two of our skis were stolen right out of the cellar storage space. There is ONE camera in the room which ridiculously only has the ski boots in its view - the cheaper and less likely to be stolen item of the two. The access to the room is via room card only from the outside (but I have observed guests allowing other people in who are trying to get in at the same time, assuming they are guests too) but accessible through a door without lock from within the hotel. This allows anyone to walk right into the hotel (in ski gear no one is able to question everyone walking in as their is no security or even doorman) and go downstairs to take skis. When we told the hotel reception this had happened, we were informed they would take care of the police report. This was two days before our departure. On the morning of our departure, when we had 7 hours of driving ahead, they informed us we had missed the policeman who had been there the day before so we had to go into town to the police station to make a statement. We were furious as no one had informed us the police were coming as we would have stayed to make a statement and in the afternoon the day before our departure, my parents had also been into town shopping so could have taken care of it all then. When we told the staff we had not been informed and had no time to go to the police station on the morning of our departure, we were simply told one of the colleagues had said we had been informed. Therefore, we were indirectly accused of lying. All four of us. We then asked for the manager and I will not spend too long on him as he is not worth the time wasted writing about him. In short, he was worse than all his staff put together and his parting words were: he does not care about how his guests are treated, he is happy with his staff and he does not care we will never be returning. He is simply the definition of why, after 18 years of growing up in Austria, I would never ever live there again.
Please do not go to this hotel! We most certainly never will - such a shame as the couple who used to own it were absolutely lovely and so very accommodating! The standard was flawless for 20 years but after this year and the change in owner, we will not be returning. AVOID!
