We decided to treat ourselves to this highly recommended hotel on our skiing holiday this year. At first glance, this hotel is great. Clean rooms, good food, most staff are very friendly, and the location is absolutely fantastic.The hotel organizes all sorts of activities in the evenings, and if you have small children there is a complete programme to keep them entertained while you're out enjoying the slopes. There were a few downsides plain when we first arrived. My bed was so hard that I didn't get a moment of sleep the first night, but this was solved the next day by piling two duvets on top of the mattress. My parents' ground floor room was a bigger issue: it was dark, in need of decorating and overlooking the parking lot (meaning the window was continually blocked by two cars). As we had chosen the cheapest room options, we thought this was just what we paid for and made do. However, as the week progressed we found more flaws - terribly made curtains, uneven floor - *and* we found out that the much better rooms on the first floor were the same price category. Had we complained when we first saw the room, perhaps they would've changed it, but I guess we'll never know. The owner made frequent appearances, but as far as we could tell never made an effort to talk to new guests, only the families that had been coming there for 20-30 years.
The real issue came the day of departure. The day before, we'd asked whether it was possible to keep one of the rooms a bit longer than 11 o'clock (check out time), as our plane wasn't leaving until the evening and we wanted to ski for another day. We were told we could keep my sister's room until 16:00. However, the next morning at breakfast we were told the room was now sold and we would have to leave it by 11:00. When promising us the room until 16:00, there were no 'we're expecting the hotel will be sold out by tomorrow, so you may have to leave at 11:00 anyway' or 'if you want to be sure you can keep the room, please pay another night' or anything like that. By this time, my sister had fallen seriously ill and we were quite at a loss as to where she could stay until our taxi came at 17:00. The staff were completely unapologetic about making promises that they didn't keep. No amount of negotiating about 'maybe clean that room last, could my sister stay until 14:00? 13:00?' made any difference (even though rooms aren't available until 16:00 to new arrivals): we had to leave the room at 11:00. Neither did the staff make any attempt to find a place where my sister, who was in so much pain she couldn't walk, could stay during the day.
My sister's sudden illness turned out to be salmonella poisoning from the chicken she had in the hotel restaurant the night before.
- Official Description (provided by the hotel):
- Your 4-star Superior Hotel Kesselspitze at the Obertauern ski resort in Salzburg country.At Hotel Kesselspitze enjoy the tradition of a privately managed top hotel with 4-star superior luxury and a casual yet elegant atmosphere that provides a sense of well-being. The Lurzer family's main establishment is situated in a peaceful, secluded location with direct access to the Obertauern ski resort. Experience a heavenly day of skiing in the deep snow of the winter sports region. ... more less
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