Hirschenhof Aparthotel & Restaurant — Hotel in Gemeinde Spital am Semmering

I had a booking for the weekend (22.sept - 24 sept) and discussed with the host that we would be arrive at 4pm. Unfortunatelly we had some difficulties during the trip so I had to notify the host that we will arrive a bit later, between 6-7pm. I notified them via booking application arround 3pm about our later check in reuqest (However I had the original booking confirmation where the host confirmed if the check in time is between 4-8pm so that reuquest is even not a special request.)

Shortly later the host was call me back and she was very rude and not cooperative. She was countinously said that I had to be there till 6pm or she won’t be there, and also told me that is not her problem whatever is happened. After all she dropped the phone on me. I had to call back becasue I needed a confirmation if there will be somebody who receive us if we arrive later then 6pm. When I called her back she was contiune the conversation with her negative attitude. She dind’t let me to explain what is the situation and said to interapt the call again bacause a customer is waiting for her (I was also a customer anyway). I’ve never got a callback so I had no choice that cancel my reservation. At the moment I’m on the way to complaining at the booking partner to be able to get my prepaid money back. After all the host was lied to the booking partner and refered that she called me back about 5 pm and the reason why she don’t want to give my money back is becasue I wouldn’t be arrive till the end of the check in period. Fortunately the booking partner was very cooperative and helpfull and ask all the mails and phone logs which prove my statment so finally I hope that I will be got my money back.

I definitely not recommend this accomodation, maybe the place and facilities, and the price is great (I had no experience because of the above) but the customer service is terrible.

~two weeks later:

Finally I've got a friendly mail from the hotel and they appologized for the inconveniences, and last but not least they'be also gave me a full refound.

Accordingly, the hotel management is fine, only the person who is handling check in is not...

Basically, the equipment of the rooms and the apartments are acceptable (rooms, beds, bathroom) although the kitchen appliances (dishes, cutlery, glasses...) were a little bit incomplete especially it compared to we are talking about a superior / family apartment for six people. BUT the most terrifying and unpleasant thing was the 19 degrees Celsius that awaits us in the apartment. Several times (3) we broached this at the reception and we received that information: the guest can not set the temperature on the thermostat, because they set it up remotely in Vienna. Every time we were promised that they would be set it (22-23°C), but unfortunately it didn't happen that way. So we had to sleep in a temperature of 19 degrees Celsius, and to rest from the fatigue of the whole day's snowboarding. Several of us woke up with sore throats and runny nose in the morning which greatly worsened the next day's winter sports experience and may result in the possibility of more serious illness. For ex of me, the continuous nose blowing at night and in morning, caused nosebleeds the next day snowboarding on the mountain - it was not pleasant! - sliding with two pcs tampons in your nose. Wow! Note: the parents with small children I don't know what they would have done. - We were with a group of friends, it was...

Whilst the staff are friendly, none of them were wearing any masks at any time. We're at the peak of a pandemic that's about to enter it's 3rd year, that's unacceptable. Builders were doing works on the place too, and between 8-10 staff members I saw, not a single mask despite it being the law. They also didn't actually check our COVID status.

The location is very good, and the staff seemed friendly, but the facilities offered weren't great. No soap offered, not enough kitchen utensils, no locks on bathroom doors, no hot water for our entire stay (we heard complaints off of others in the building about this), little or no security, it needs a lot of attention. It has really great potential as the location is great, right next to the bus stop and a short walk from the slopes, but all in all when such fundamental things are missed, it's pretty...