My fiancé and I had extremely high expectations of this hotel seeing as the family owns a 5 star hotel down the road (Antoner Hof) and we were one of the first customers staying in the new renovation. The prices for the room are the same as the 5-star, which was initially difficult to swallow seeing as the amenities were not as ample or great, but we were profusely promised 5 star service multiple times..... So despite the extremely high price tag, we decided to give it a try.
They were very diligent about touching base with us every day for a deposit of half the price of our entire stay to secure room. During these few days when we were deciding on this hotel, their response time to any of our questions was within a few minutes or hours at the most. Of course, we assumed their persistence and attention was part of their "5-star service," making sure we were aware that we were a top priority.... but immediately after we gave them our cards details and authorized them to take the first payment, we followed up with an email with questions on our transfer and ski guide, and literally heard nothing back for 2 days. This was extremely alarming, seeing as the attention level took a swan dive from the get-go as soon as they debited our card.... but we let it go....
When we arrived at the hotel, we were shocked to find that not only did they not anticipate our arrival on time, but the entire hotel was NOT in fact renovated. The "wellness center" for example was not renovated, nor was it even fully functional, with their old solarium out of order and under serviced saunas and steam rooms. So we did not use the wellness center our when tire week stay, even though this usually a big part of out ski vacations. We were NOT told that the wellness center was not, in fact, renovated. This hotel has no amenities as far as a wellness center and IT DOES NOT HAVE A SPA OF ANY KIND. Please be aware of this before paying these unbelievable prices.
The staff in the restaurant and the men who work the night shift are humble and lovely. The concierge and management is obnoxiously stuffy and rude. The art of hospitality is grace and service, and this hotel does not offer the comfort of making sure that we feel appreciated for our business and like their guests. In fact, we have had to request services (basic services of any hotel) multiple times on a number of occasions, and the manner in which they respond to these requests made us feel as if they were doing us a favor.
The cleaners are not consistent and they "forgot" to do our turn down service for 2 nights out of 7 after we specifically requested the cleaners to come back up- we came back to an unclean room twice. This is completely unacceptable of any hotel, never mind a new hotel who claims to have 5- star service. On top of all that, when we received our bill on our final day, there was a shocking $500 of extra expenses for cleaning food on our floor which the hotel accused us of having "spit on." Beyond this unbelievable accusation, mind you we were paying $1500 per night for a suite at a brand new hotel, and these people were treating us like students in a hostel. When I disputed the extra charges with a manager who claimed to be the "boss," he was disgustingly rude, said he would not remove any of the charges, and pointed fingers accusing us (his guests/ high-paying customers) of being "troublemakers." We have truly never been so insulted in our entire lives- not from anyone- never mind a family run hotel who we spent tens of thousands of dollars to stay in. We travel through Europe 4 times + per year, stayed in the best hotels across the US and Europe, and have hands down never had such a horrible experience before.
It is a real shame having to spend so much money and leave St Anton which a bad taste in your mouth. It is a great place to ski and a cute town, but please do not let your accommodation ruin your experience. As a former customer/ guest/ world traveler and being in the hospitality business myself, I strongly advise staying away from this hotel. The family who runs it walks around with an air of arrogance which will prevent the hotel from ever improving on the majority of these issues- the number 1 issue being treated like pure crap. I hope this review saves some travelers from the awful experience we endured on what was meant to be a very special holiday for my fiancé and I.
- Official Description (provided by the hotel):
- All the rooms are brand new and the service is of the same standard than in our 5-star hotel Raffl`s St. Antoner Hof! The "RAFFL'S TYROL" is situated in the center of St. Anton, about a 3 minutes walking distance from the ski runs. We have: the unique Raffl's Spirit. You know it by that amicable combination of avant-garde ideas, trendy design and traditional Tyrolean hospitality, then mixed with a pinch of flower power and supported by a charming and professional staff. And always following our guiding principle: "Full throttle ahead!" ...A feast for your senses - our gourmet kitchen... With a fascinating two toque cuisine, our master chefs conjures up "wow" experiences every day - dishes that please the eye as well as the palate. Our excellent, traditional Austrian cuisine is sprinkled with imaginative, international aspects. When you are looking for a place to warm up after a long and active day, we are happy to offer the following features: stuben sauna, Finnish sauna, infrared cabin, as well as brine and steam baths. And moreover - a very inviting hotel bar with open fireplace! ... more less
- Reservation Options:
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- Also Known As:
- Raffl"s Tyrol Hotel Austria/St. Anton Am Arlberg