TAUERN SPA Zell am See - Kaprun — Hotel in Kaprun

This hotel ruined what was otherwise a wonderful family trip to Austria.

We were enjoying a lovely family vacation in Austria, but our experience at this hotel was so upsetting that I felt compelled to leave my first-ever review.

The facilities and food were average. The spa was okay, though not quite as good as local places in South Korea — for example, 이천 테르메덴. It felt like the hotel was relying entirely on the scenic view of the Alps to justify its value.

The most serious issue, however, was the attitude of the front desk staff. During check-out, I accidentally used the wrong credit card because it was the same color as the one I intended to use. I immediately asked to cancel the payment and use the correct card instead. In response, the staff gave me a dismissive look, waved their hand, and said, “We’ve received the payment — you can leave now,” as if they were shooing away an unwanted visitor.

I asked again for the payment to be canceled and redone, but they kept repeating, “No. We’ve been paid. Go.” Instead, they handed me a small bag of salt — the kind you can buy in Hallstatt for €2 — and told me to take it as a souvenir. It felt insulting.

When I asked why the cancellation couldn’t be processed, they replied, “We don’t know how.” So they’re able to take your money, but not refund it? That kind of response felt irresponsible and self-serving. For a hotel that presents itself as high-end, this was truly disappointing.

I eventually called the Korean consulate and had a German-speaking representative speak to the front desk on my behalf. Only then did the staff step into the back office to “discuss” the issue. After more than 30 minutes, they finally agreed to cancel the transaction and process the payment again using the correct card. Up until that point, they had completely ignored us.

Even during the re-payment, the staff member gestured at me with a flick of their finger to “come over,” which I found extremely rude. I couldn’t tell whether it was simply poor service training or a discriminatory attitude toward Asian guests — but either way, it was unacceptable.

To make matters worse, they continued questioning why the card change was necessary, saying, “It’s the same MasterCard — what’s the difference?” When I explained that it was from a different bank, they just said, “Then don’t make that mistake next time.” I was shocked. I had said “thank you” multiple times during the process, yet never once received an apology or even a hint of understanding in return.

The ignorance, rudeness, and complete lack of professionalism from the staff were simply unacceptable — especially considering we paid over 800,000 KRW per night. If this hotel wants to earn the trust of international guests, it needs to invest in proper customer service training and educate its staff on basic hospitality standards. Or perhaps, they should experience for themselves how truly great hotels treat...

My experience is very very bad! I have traveled 70 countries in my life including places such as India or China where one could expect different mentality but my by far worst experience is from TAUERN SPA HOTEL in Kaprun and I feel so sad about it. No one from the employees care or communicate. We wanted to book a room at the hotel for $1200 for 2 persons for 3 nights with breakfast and dinner, we tried to book through the official hotel web and the web did not accept our credit card, twice (we tried two different ones) we got the message not accepted card. So we went to booking.com to make the reservation through that which successfully went throught and we paid $1200 and all looked ok. The stay was a pressent for my brother and while he arrived at the hotel the receptionist told us him he has booking for two rooms the same date and one is paid through booking and the other one is need to be paid for $1200. He was so shocked, he nicely explained the situation and that he need just one room. The very aggressive receptionist told him he does not care and it is not his problem and he will call the police if we do not pay. Brother really nicely explained again and the receptionist said it is not his problem. Brother asked if he can talk to the manager and the receptionist said no. After 3 hours of trying to find the solution my brother and me on the phone we were willing to find some solution good for all for example paying for one night while the hotel will sell the second room for the weekend (as the hotel was fully booked) we asked if they can try and they said no t because it is our problem and if we do not pay immediatelly they will call the police. We found online contact for the receptionist manager SILKE CIZEK and send her an email about the situation and she replied very mean that she will not help us as this is our problem. We called booking.com if we can cancel through them they said no. No one helped us. We asked for the contact to the director of the hotel because we cannot believe that the director (information from the hotel was is it Mr.GEERT GEBBEN) would tolerate this behaviour of his employees but no one was willing to give him or us any information. We asked at least for free lunch or massage as we payed $2400 for two people for 3 nights and they told us just no.on the last night of my brothers stay all said with destroyed holidays and the present I sit personally in the car and drove 6 hours to the hotel to talk to the management and help my brother. No one event did not say they are sorry. Just aggressive and mean behaviour or everyone, all like 6 receptionist we tried to talk over the days or the management, I slept there the one night and we both left. I have never experienced so aggressive mean and against customer behaviour, shame on you TAUERN SPA HOTEL we will never come back and we DO NOT recommend your...

We came here to rest and enjoy peace and quiet. We made it clear in our reservation that we need quiet, even confirmed 5 days before arrival on the phone. When we arrived after a 6 hr drive we were given a room on top of the reception area where all cars arrive and depart, overlooking the main highway with noise from trucks and heaven vehicles, and if that was not enough a connecting door to the next room. The attitude of reception staff was they had no other room, we could check with them next morning and perhaps they could change us. Why make a specific reservation if it then not honoured?! The reception manager seemed totally indifferent or willing to correct their mistake, and his attitude left a lot to be desired. Likewise with checkout: they suggested at dinner to check- out the night bwfore which we did. They cleared billed some items twice, but it still took them 15 mins to sort out, after which they apologized profusely, but insisted we still have to check out next morning again. The old cook making breakfast was grumpy and rude - apart from incompetent! See the result of two fried eggs ordered which resember more scrambled eggs (last photos). If he was less rude it would not be so bad. The food was ok and they tried hard to offer different dishes. The drinks were way over-priced and not that great! Most serving staff were very nice and friendly: the guys from Gran Canaria and Spain, the Croatian and Hungarians! Likewise the cleaning staff! I have to say that some effort was done but generally speaking quality assurance and control were very lacking! Another example is the curtains in the room: rods there for clearly two curtains, but only one, leaving a large part uncovered - what use are curtains to eliminate light if only partially cover the opening?! (See last photos) The hotel is situated in beautiful surroundings with a wonderful spa - it would not hurt to put some soap in the spa showers, especially in pandemic times! The wifi was very weak and not working most times. The hotel is marketed at 4 star superior, the range is more accurate at 3 star plus, but less than 4 stars, much less superior. Just charging a high price does not make a hotel ‘superior’. There are some serious deficiences, and if we were to come again i would hope to see some improvements and need guarantees for a really quiet room, otherwise better not. Because of the above mentioned issues, but especially the attitude of the reception manager I will only give 1 star, which...