Monte Vita by keyone — Hotel in Biberwier

We stayed here for a week and had no troubles at all. Our room was tidy, the kitchen was neat (although i did wash the kitchenware and utensils etc before using them the first time just to be sure) and our bathroom was also fine. The bathroom has an automatic light, which i read in some reviews to be a bother, but the bathroom door shut just fine so it didn’t bother us at all! the shower had lovely warm water and was easy to use. The kitchen stove was easy to use, the pans were fine to use, we also used the dishwasher, which worked just fine. The fridge is small but proved big enough for us, it does make a small noise though, which didn’t bother us, but it might bother some people. We didn’t use the oven so I can’t comment on that. The location was also lovely and very peaceful! We used the sauna which was lovely and clean, however we didn’t understand how to work the steam bath? We didn’t use the gym and play area so i can’t comment on that.

In my time there we didn’t have any issues and thus didn’t have to contact keyone for help, however i assume that if one needs assistance, it can be quite annoying since nobody is there. In our whole week there we did not see a single staff member. We didnt need the personal touch of someone to welcome us, etc. but i assume there are people out there who enjoy that, in which case i wouldn’t recommend this place since there is absolutely 0 staff on the premises. Online check in was easy and quick, we did it 3 days ahead of arrival, just as they asked to do in the email they sent, and then we received our key code 1 day before arrival via email (also available on the check in site), so it all went really smooth! Also a small inconsistency: in one email it said check out was by 10am, in another it said by 10:30am. Wasn’t bad for us since we had to leave early anyways, but just stating the inconsistency, might want to sort that out.

A few annoyances though, our curtain didn’t cover the entire window, which did bother me a bit since the partitions on the balcony are basically just flower pots, so it is possible for someone to walk over onto your balcony. The walls are pretty thin so sometimes you can hear you neighbors or upstairs neighbors. There was a note to recycle, but i found it to be a bit unclear/inconsistent because it first said we had 3 bins in the kitchen which just wasn’t true: we had 2. and also it first said plastic all goes together but when you go down to the bike/ski storage room to throw away paper, aluminum and glass, there’s another bin for specific types of plastics? it was just quite confusing and we didn’t want...

Our family of 5 stayed here in August and first off I would say Biberwier is stunning and an amazing family holiday location. The weather wasn't great for our stay but there was still lots to do and the kids (9, 7, 4) and adults loved the village and wider Zugspitze Arena area. However, do not stay in Monte Vita or any other KeyOne apartment if you want a relaxing holiday! There is lots of other lovely looking accommodation available in the village.

The experience started badly when, despite having paid 100% upfront, I was asked to pay for the accommodation again just before we left. In a panic I paid because I didn't want KeyOne to cancel our holiday which they said they would do. I told them about their mistake on June 30th but they only refunded me on August 2nd after lots and lots of chasing.

When we arrived at the apartment the oven door was missing meaning we couldn't even cook a simple pizza for our kids in the self catering kitchen we had paid for. We complained and they promised someone would come to fix it. No-one came. The apartment was in a generally bad state of repair, lots of things either broken, dirty or needing basic maintenance.

In response to my complaint they offered me a small partial refund as compensation. I reluctantly accepted this on August 3rd after ensuring the first refund for double charging us had been received. It is now 23rd September and I have sent 8 emails following up and received 5 responses claiming "rest assured we haven't forgotten about you". So far though no sign of our compensation. I am so bored and frustrated from dealing with KeyOne now. I would strongly recommend other families to avoid MonteVita and KeyOne properties more generally.

Update: I see KeyOne have quickly responded to this review below saying how sorry they are. Sadly they have still not bothered to respond to my emails or sent me the refund they promised.

Final Update: I have now received the compensation I was previously promised, thank you to whichever KeyOne employee managed to finally make...

Wir waren am Wochenende vom 26. bis 28. September 2025 in diesem Hotel und sind leider sehr enttäuscht von unserem Aufenthalt. Bereits beim Betreten des Appartements 205 fiel uns auf, dass es sehr staubig und unhygienisch war. In beiden Betten befanden sich zahlreiche Haare, die Bettwäsche hat nicht gewaschen gerochen, die Matratzen waren dreckig, durchgelegen und in der Dusche war deutlicher Schimmelbefall zu sehen.

Nachdem wir im Nachhinein einige Bewertungen gelesen hatten, in denen von möglichen Schädlingsproblemen berichtet wurde, haben wir das Zimmer genauer kontrolliert und dabei auffällige Spuren, Kotreste und Überreste gefunden, die auf einen möglichen Bettwanzenbefall hindeuteten. Unter dem Bett lagen tote Insekten (u. a. ein Tausendfüßler und eine Kellerassel). Daraufhin haben wir uns aus Vorsicht an einen Schädlingsbekämpfer gewandt, der uns empfohlen hat, das Hotel sofort zu verlassen. (Wir haben ein Video von einer vermeintlichen krabbelnden Bettwanze im Frühstadium, können das nur leider hier nicht anhängen).

Ein zusätzliches Problem war, dass niemand vor Ort ansprechbar war. Wir mussten über eine externe Verwaltung anrufen, die sich jedoch als wenig hilfreich erwies – angeblich gäbe es einen Hausmeister, aber keine Kontaktmöglichkeit zu ihm.

Nach unserer Abreise wurde uns, anhand der Fotos, noch von weiteren Schädlingsbekämpfern ein vermeintlicher Befall bestätigt. Nach mehrmaligem Nachhaken wurde uns mitgeteilt, dass ein Schädlingsbekämpfer am 30.09. kommen sollte. Der Betreiber des Hotels schickte uns eine Email in der sie diesen Besuch bestätigten. An diese Email angehängt war die Bestätigung des Schädlingsbekämpfers, der keinen Befall festgestellt habe. Später stellte sich, durch unsere Kontaktaufnahme mit der vom Hotel engagierten Firma, heraus, dass dieser Termin aber bereits vor unserem Aufenthalt am 26.09. stattgefunden hatte (die Bestätigungsemail der Firma, die uns das Hotel weitergeleitet hatte, war ebenfalls vom 26.09.) die gegenteilige Aussage des Hotels war also nachweislich falsch. Wir haben keinen Informationen, dass eine nachträgliche Kontrolle stattgefunden hat.

Wir mussten mitten in der Nacht abreisen, unsere Kleidung direkt nach unserer Ankunft um 5:00 Uhr morgens bei 60 °C waschen oder einfrieren, alles reinigen und desinfizieren, was einen enormen Aufwand und Stress verursacht hat. Trotz eindeutiger Beweisfotos und nachvollziehbarer Beschwerden weigert sich das Hotel, uns den Aufenthalt zu erstatten, und bot lediglich eine minimale Teilrückzahlung (die Hälfte des Reinigungspreises) an.

Insgesamt hinterließ der gesamte Aufenthalt bei uns den Eindruck, dass Kund:innenbeschwerden nicht ernst genommen werden und Sauberkeit sowie Ehrlichkeit in diesem Haus leider keine Priorität haben. Wir möchten daher andere Reisende ausdrücklich warnen, hier zu buchen.

15.10.2025 (nach Key One's Antwort): Der Besuch des Schädlingsbekämpfers fand, wie bereits beschrieben vor unserem Aufenthalt statt und auf dem Bettlaken waren während unserem Aufenthalt deutliche Kotspuren und ein lebendes Tier zu erkennen. Auch nach gehäufter Nachfrage, wie sich das Hotel die entstandenen Bilder erklärt bekamen wir...