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“Very bad experience”

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Falkensteiner Hotel Sonnenalpe
Certificate of Excellence
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Very bad experience”
1 of 5 bubbles Reviewed 25 December 2013 via mobile

I decide to spend the christmas with my family outside and unfortunately we choose this hotel because has good review and was for family with kinds. We was there, (actually we are still here), from 22/12 to 28/12 and we straight feel that our choice was wrong. After only few hours that we where in we find out that in our room there was no internet access and in the TV there was only german channel ,1 english (CNN), 1 czech and 2 italian that were not visible at all the time because trough satellite and they were most of the time banned; i'm italian , my wife czech my son can understand and speak english-italian-czech however he was not able to understand Cartoon because only in german; furthermore was not possible to watch through internet because no line; the issue was reported to the reception, to the manager and nothing was done at first day; only after further complain the director give us other room with internet, however the tv was always the same.
Then arrive the dinner time: service was very very slow and many times my son fall a sleep because boring since the dinner was taking at list 1 and half hours however the top was on the night of the 24/12, christmas dinner.... 2 and half hour to get our dinner and there was nothing extra in quantity compare to the normal days, furthermore after 3 days we still don't know who is our waiter, since there Are many of them but they just walk and if they see you they came to ask you if you need something.
Lunch time: as usually many waiter around however after 30 minutes i have to stand up and go to the bar and ask for water.
Christmas day, till 24 night there was a real tree in the outside atrium but that it's the day after due to normal wind the tree collapse ( because was not secured) and remain down for the 25 and after.
We always report our concern but the answer that we get was : we are sorry; however we pay 350€ per day for listen we are sorry!!!
During the 24/12 evening dinner we also report the delay to the manager and his answer was the that kitchen was disaster today and we did not know what to answer back.
The hotel structure is very nice and very close to the sky areas but unfortunately it's not enough for me to choose this hotel and any other hotel from the falkensteiner group after this experience; i feels i give as present 2400€.
Never again

Stayed December 2013
Helpful?
2 Thank ortomanik
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dirk B, Manager at Falkensteiner Hotel Sonnenalpe, responded to this review, 3 January 2014
Dear Sir,

first of all we like to say thank you for your remarks.
We are sorry to hear that your stay in our Hotel was not satisfactorily.
Most of your points we explained directly here in our Hotel.
All other clients were very pleased with our Christmas packages incl. Music band and different
special arrangements.
We have 24 TV programs in different languages (Austrian, German, Italian, Czech, Netherlands, Slovenian, English).

With best regards

Falkensteiner Sonnenalpe
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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286 reviews from our community

Traveller rating
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (18)
Date | Rating
  • Czech first
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Russian first
  • Serbian first
  • Any
English first
Umag
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 19 November 2013

I stayed at the Falkensteiner Sonnenalpe Hotel at the end of October with my parents and my son.
It is situated in the middle of the mountains which was a wonderful experience for us, since we are living near the seaside- the enviroment s gorgeous!
It was not the top of their season,so our room was upgraded and we stayed in family apartments-that was a great surprise! The apartments are huge, the design, as in the rest of the hotel, is very elegant but at the sam time child friendly. You really do file like home, and from what I saw on pictures, the standard room should be great too. Concerning the whole interior, this is surely one of the nicest hotels I visited.
The wellness is really nice with a lot of choice, the fitness completely equipped with everything You need for exercising. Even if the swimming pool is not too large, it is connected with a heated outside pool and swimming with an overview to the mountains is the top!
I must give my best compliments to the employees, everyone was helpfull and smiling. Since this is a family hotel, there was a lot of small children and they seemed to managed with them very well, so if You are planning to come with a small child this is a great palce to stay.
I do not skiing, but for those who does, this is probably a great destination as the skiing facilities are practically in front of the entrance.
I would definitely like to come here again with my housband and child!

Room Tip: We stayed in the apartment, but it seems to me that even the standard rooms are very nice and comfor...
See more room tips
  • Stayed October 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank IRENA S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ole K, Manager at Falkensteiner Hotel Sonnenalpe, responded to this review, 24 November 2013
Dear Guest,

first of all we would like to thank you for your positiv remark.
We look forward to welcoming you next time in our hotel.

Your Team Falkensteiner Hotel Sonnenalpe
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Level Contributor
13 reviews
5 hotel reviews
4 of 5 bubbles Reviewed 16 October 2013

We came here on a special off season offer for a large ( 35² ) room with a small balcony,and full board. The hotel is perfectly situated for a few days hiking in the mountains.
We had full board and the service and quality of the 5 course evening meal was very good. The huge spa area contains 2 saunas, a steam room, outdoor whirlpool/ hiottub, various rest rooms, an small pool indoor and outdoor, and various spa treatments ( which we didn't try ). Great for relaxing after a day in the mountains.
The staff were all very helpful and attentive.

The only negative was the queues for the coffee machines at breakfast!

Room Tip: Check out the special off season offers on large ( 35 m² ) rooms with full board ( 81 € per night )
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  • Stayed October 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank DHodgeD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ole K, Geschäftsführer at Falkensteiner Hotel Sonnenalpe, responded to this review, 17 October 2013
Dear guest,

Thank you so much for your friendly and nice review. We are enormous proud to be a part of your beautiful and relaxing hiking-vacation.
Did you noticed - that besides the two WMF coffee-stations for espresso and latte we are offering also amarican coffee right next to it.

We are looking forward to welcome you again in the close future

Kind regards
Ole Kloth
General Manager
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Frankfurt, Germany
Level Contributor
51 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
3 of 5 bubbles Reviewed 29 July 2013

We visited the Falkensteiner Sonnenalpe with our family of 4, after having spent a fantastic holiday at the Falkensteiner Katschber 2 years ago. There are several pros and cons about staying at the Sonnenalpe.

PROS:
Location (Nassfeldpass, Passo Pramollo in italian)
It is really beautiful, surrounded by gorgeous mountains and green pastures. There are plenty of hiking possibilities for all the family nearby the hotel, included the adventure mile and the rocky-labyrinth park at the intermediate station of the MIilenium express. At the Madritsche (at the terminal station of the ME) there is a wonderful aqua-trail with a gorgeous alpine lake (swimming in it was a wonderful experience) and an extremely funny bob-track, that the kids simply loved it. On the other side of the valley there are also other wonderful hiking opportunities. If you want you can also go to the Premsegersee (lake), at about 40mins distance by car.

Room
The rooms are really very nice. Quite large and spacious for a family of four, with a very nice bathroom. It has been designed in a very kid-friendly way, and everything was accessible to everybody. Only problem: the floor in the bathroom becomes slippery if wet, and the sliding door of the shower leaks a lot of water in the toilet area when open.

Facilities for kids:
They are nice, but not spectacular. The playroom is small and a bit claustrophobic, but its location close to the dining room makes it very hand for the kids to go at the end of the meals.

CONS:
The big, big problem of this place is the restaurant. First of all the dinner system is chaotic: it is a mixture of pre-ordered dishes and buffet, which means that you have to share the narrow aisles with fast walking waiters who have to avoid customers (and little kids) at every minute. The choice is quite limited both for the prepared dishes and for the buffet, and the quality is disappointing. They try to be a bit "nouvelle cuisine" but they are far from it. The quality improved a bit around the end of the week, but still away from 4-star hotel standards. The place is also not so well designed for hosting many families, with relatively little space and lights that are too close to the tables, so that you sweat like crazy all the time. The service has also been quite bad, mostly because of lack of coordination and leadership and despite the efforts made by the very nice waiters. Just to give an example, we asked to sit in the same table with some friends of ours, and it took 3 days before they managed to put us together. However, they moved us to a spot super close to the lights were the temperature was Sahara-style. In summary: dining has always been a stressing rather than a relaxing experience in this restaurant.

Heating:
For some weird reason, the heating keeps working all week, increasing the in-rooom temperature to unbearable levels, especially during the night. This worsened considerably the sleep quality, despite the nice rooms.

  • Stayed July 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank svcalleg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ole K, Geschäftsführer at Falkensteiner Hotel Sonnenalpe, responded to this review, 31 July 2013
Dear guest,

First of all we would like to thank you for the effort in taking this time and writing such an detailed review. We see, that a lot of things are perfectley well and to your full satisfaction. The surrounding, the attractions in the close area, the rooms and the facilities for the kids. Also we recognized that not everything fits well to you. Please be assure that we already took action in most of the parts to inform all Leaders and discussed it. The central heating was never activated during your stay - infact during hot summer days with a lot of sun - the wooden construction of our house is warming up during the day and its also holding the heat a bit.

Our new chef already changed the menu towards a greater choice - we hope you understand, that running kids are welcome in our hotel - and the waiters are well trained in avoiding "connection" :-)

Anyhow - we wish to see you again quite soon - to proof you that you made the right choice with us.

Kind regards

Ole Kloth
General Manager
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Moerzeke
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed 14 July 2013

We had a great summer holiday in Falkensteiner Sonnenalpe, it was the third time we stayed in a Falkensteiner hotel. Family room was very spacious and comfortable for 2 adults en 3 kids. Great service in the restaurant especially our waiter Atilla did a great job. The Nassfeld + card is a nice addition, plenty of things to do and enjoy. The restaurant was good but a few times a buffet a week like in Cristallo / Katschberg is more enjoyable. Portions a very small, although you can ask a second one without any problem or order something else for the kids. We certainly visit Falkensteiners in Austria again.

  • Stayed July 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank lampemi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ole K, Geschäftsführer at Falkensteiner Hotel Sonnenalpe, responded to this review, 15 July 2013
Dear guest,

Thank you so much for your very nice review! It is an honor for us assisting you to spend a perfect and remarkable holiday. Thank you also for your constructiv critics, we will work on this for sure! Next time - just ask Attila - so we can bring you bigger portions from the beginning :-)

We are happy to serve all guests - the desired needs.

Kind regards (also from Attila)

Ole Kloth
General Manager
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Warsaw, Poland
Level Contributor
42 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
5 of 5 bubbles Reviewed 14 May 2013

We were a little disconcerted when our car was checked for snow tyres on the way up to the hotel by the police. A blizzard was blowing and the road up was NOT pleasant. However the welcome was warm ! (in winter best to choose the paid underground car park rather than the free outside car park !). The family room was ideal with a small room with bunk beds for the boys, double bedroom for us and a living area for us all. The views the next day were just stunning ! Skiing almost straight from the door of the hotel - ideal. Our only negative point was that at meal times the buffet was packed - but we were there during Europe's half term and the hotel was full. The spa area was a great place to chill out after a heavy days skiing and the swimming pool (part outside in the snow) was a place to be remembered by our children for some time (notably the snow ball fights in the outside pool.

Room Tip: The best family rooms are in the "new bit" overlooking the valley
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  • Stayed February 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank 4MarkK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ole K, General Manager at Falkensteiner Hotel Sonnenalpe, responded to this review, 23 June 2013
Great Holiday, Great Review and a very warm THANK YOU!
It is such a pleasure reading your comment. We are looking forward in welcoming your back to our hotel.

Kind regards

Ole Kloth
General Manager
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Prague, Czech Republic
Level Contributor
26 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
3 of 5 bubbles Reviewed 5 February 2013

This hotel is aimed at families with children aged 3-10 years, and fulfils its purpose very well.

It is located right on the piste, with ski lifts only a two minute walk away.
The rooms are very spacious and well-designed, with plenty of storage space. They are also perfectly isolated, so you can´t hear any noise from other rooms. The beds are new, and very good.
The staff at the reception is extremely helpful, and friendly.
The pools and slide, and also the spa centre are lovely as well, although they tend to get overcrowded in the afternoon/evening (also, there´s no lifeguard in the pool area).
The kids club is okay, as is the playroom, but the staff is a bit on the indifferent side.

My only objection is the restaurant. Although the staff seemed to try really hard, it was very often chaotic, and insufficient. I would also expect a better, and greater variety and choice of food. Dinners were served, and you could choose from two or three meals beforehand. The quality of food was good, as was the taste, but one would expect a rich buffet at a four star hotel. However, children menus were often plain awful - pasta and french fries plus some kind of cheap sauce and deep fried fish fingers or chicken nuggets. Ice-cream for dessert every single night. One would have expected a healthier choice in a family-orientated hotel. Also, with the cost of the hotel, I´d expect at least free water with meals (it was EUR 2 per caraffe). Free drinks were available only at breakfast. That´s why I rate this hotel only average.

All in all, if you don´t mind only average food for your money, it´s a good family hotel in a great location.

Room Tip: Family rooms in the new wing have amazing views.
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  • Stayed December 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank rezuar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ole K, General Manager at Falkensteiner Hotel Sonnenalpe, responded to this review, 8 February 2013
Dear guest,

thank you so much for your comment. It is extremly important for us to have a given feedback of our guests. Especially if something went wrong.

We are happy that your stay was a good stay but we are also feel sorry that we did not show our high service and best performance all the time. All reviews will be shown to our employees and of course will be discussed with them.

The swimming area is monitored by cameras not only, but also from our lifeguard visited at regular basis.

Our children's buffet was created by our guests want. Of course, you can always order something else for your child - this is then cooked a la minute. We apologize if this was not pointed out to you.

We are looking forward of seeing you again in the future.

Kind regards

Ole Kloth
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Falkensteiner Hotel Sonnenalpe

Property: Falkensteiner Hotel Sonnenalpe
Address: Sonnenalpe Nassfeld 9, Sonnenalpe Nassfeld, Hermagor 9620, Austria
Region: Austria > Austrian Alps > Carinthia > Hermagor > Sonnenalpe Nassfeld
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 1 Hotels in Sonnenalpe Nassfeld
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Falkensteiner Hotel Sonnenalpe 4*
Number of rooms: 147
Official Description (provided by the hotel):
The stylish and cosy family hotel in Alpine design is located at 1,500m altitude in the ski and hiking paradise Nassfeld. A lot of stone, wood and loden give an Alpine charm to the modern designed hotel. Alpine pastures and nature are also reflected in the Falky Almland with loving child care. Further highlight: 15 metre long water slide. ... more   less 
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