Arlberg House — Hotel in Hume

Appalling customer service and rudeness by Carol, Arlberg manager, and we will never attempt to book here again.||||We called to make a booking after having stayed at Arlberg a few years ago, only to find our booking was refused due to an “altercation with staff regarding top sheets for beds” upon our last stay. We explained to Carol that there had obviously been a mixup and the note against our account had been mixed up with another guest, as no such incident had occurred, and that we had enjoyed our family stay and hence were re-booking. We guessed there was a simple explanation for the error, as can happen, but were shocked and horrified by the inflexibility and rude way we were spoken to by Carol over the phone. She would not listen to our explanations as to never having had an issue there, and that the note must have been put under our account in error.. she would not give the dates of our supposed “altercation”, she said she remembered it but would not verify identity or give any way for us to try and prove that it was an error and case of mistaken identity. The sarcastic, rude and belligerent way she spoke to us on the phone was extremely upsetting, especially given the circumstances, and we remained shocked by such nastiness and inability to consider her mistake. ||||Since discussing this with other friends who have stayed here in the past, we have heard similar stories of rude and bullying behavior to guests by manager Carol. While we understand things are difficult in the ski fields, and there is a toll on mental health, it is horrible that guests and enquiries should be met in this manner by management. We did enjoy our stay in the past, but would never stay or...

Appalling customer service and rudeness by Carol, Arlberg manager, and we will never attempt to book here again.||||We called to make a booking after having stayed at Arlberg a few years ago, only to find our booking was refused due to an “altercation with staff regarding top sheets for beds” upon our last stay. We explained to Carol that there had obviously been a mixup and the note against our account had been mixed up with another guest, as no such incident had occurred, and that we had enjoyed our family stay and hence were re-booking. We guessed there was a simple explanation for the error, as can happen, but were shocked and horrified by the inflexibility and rude way we were spoken to by Carol over the phone. She would not listen to our explanations as to never having had an issue there, and that the note must have been put under our account in error.. she would not give the dates of our supposed “altercation”, she said she remembered it but would not verify identity or give any way for us to try and prove that it was an error and case of mistaken identity. The sarcastic, rude and belligerent way she spoke to us on the phone was extremely upsetting, especially given the circumstances, and we remained shocked by such nastiness and inability to consider her mistake. ||||Since discussing this with other friends who have stayed here in the past, we have heard similar stories of rude and bullying behavior to guests by manager Carol. While we understand things are difficult in the ski fields, and there is a toll on mental health, it is horrible that guests and enquiries should be met in this manner by management. We did enjoy our stay in the past, but would never stay or...

My review is extremely dated. But it kept bugging me as I wanted to compliment Carol (I think) for her assistance during my stay back in June 2022. Firstly, this is the first time our family had went to a ski resort for a stay. Secondly, Alberg was a GREAT accomodation which we had all enjoyed. Easily assessible via shuttle, great and big rooms, it is right within the snow terrain, we even got to experience falling snow here for the first time. ||One incident striked me deeply, we were on our way back to resort via the town's shuttle bus. My phone fell out of my pocket. Phones being an indispensable part of our live now, losing it meant a whole deal. We tried to seek help from the local police to no avail, returned to the hotel and I think it was Carol who helped me make a few local calls to the Lost and Found counter in town to check on it. The entire town feels like a mini community on its own. Everyone seems to know each other and honesty is 100%!||Carol shared that there were reports of people losing big stacks of cash and they were handed in on the same day.||I tried to use Find my Phone to reach out to my phone. Eventually, my husband informed that my phone was found at customer service in town and chided me to head over for it. Indeed, within a few hours that day, my phone was FOUND! Missed my ski lessons that day, but the ski centre was very flexible to helped me reschedule mine to the next day.||I may not be able to return to Mount Buller in the near future. But this little town will always form an etch in my heart. The hospitality, the honesty and our first snow experience in a Ski resort remained magical and unforgettable.||Thank you to the team in...