Villa Trapp — Hotel in Salzburg

Beautiful location but never again! We stayed in the Edelweiss suite with 2 adults and 2 kids. The room had a broken shower. It did not drain and the shower door would not close. Problems that obviously occurred before our arrival. Unfortunately we only found out after 7pm after which there is no more staff on the premises. So we knew it could not get fixed until the next day. So we went to bed sweaty from walking through Salzburg city center, thinking it’ll be fixed as soon as staff comes back in. That wasn’t until 8am the next morning, again unfortunate because we had an appointment at 9am and had to leave the hotel at 8:15. Anyway, we thought we had lodged our complaint and it would be taken care of by the time we got back in the afternoon we were promised. So we left the hotel having washed ourselves somewhat with a towel.. When we got back the drain problem was fixed but the shower door still would not close. So we were at a crossroad - do we stay, maybe move to another room - or do we leave. We asked the staff (Katherina), who was very polite and only the middle person in this saga, to ask management what they could do for us. She came back with free breakfast (normally 12 euro per person). For not having a shower in a 200+ euro a night hotel room, we obviously did not agree and said we would check out immediately if management would not offer a solution to this problem. A shower is a basic need and our expectations were higher when we saw the shower to be honest (it’s one of those cabins with sprayers everywhere so we were extra disappointed that we couldn’t use it). She came back shortly after that there would be no refund nor was there any room change offered. Therefore we left.

It’s a real shame that this property is not being run as a hotel. There was no staff between 19:00 and 08:00 (did I mention yet that the front gate would be closed during the day but left open at night? We also saw check-in envelopes with keys taped to the door for the people that came in after 19:00 and with an open gate, anyone could come in and help themselves). Our particular shower problem was not dealt with appropriately, we left with a sense of...

Our saga began on October 11, 2017 and we haven't even stayed at The Villa. It went downhill very quickly after we made the reservation and then discovered that the accommodations would not be to our liking. We made the reservation for a 2 week stay in June, 2018 and cancelled it within about 10 minutes of making it. However, the Villa had already taken the ENTIRE AMOUNT ($2300.00) out of our account. They are only supposed to charge 10% until 2 weeks prior to your arrival then they charge the remainder. Only after I requested a confirmation that the room had been cancelled, they emailed me and told me that the reservation had been cancelled and that they would refund my money. I waited several days for the money to show back up in my checking account but it never did. So I emailed them again. I had to ask for a reply to that email also. When they did respond, they said the refund could take 4-6 weeks. The person I was dealing with at this time was named Marco Strasser. I emailed several times requesting an update but never got a response. About a month has passed by this time and I was becoming frantic so I emailed the Austria Tourism Department and they said they forwarded my complaint to several other places (including the Villa) and that I should expect a refund in a few days. I did get a response from the Villa, this time from a lady named Marianne Dorfer. She was very apologetic. I informed her that I had gone to my bank to file a dispute in order to get my refund. All of her emails after that indicated that she thought the bank would refund my money and the Villa would just keep the $2300.00 they had gotten from me. It is now 7 weeks and I still haven't gotten my refund from the Villa and fully do not expect to. It has been...

My wife and I booked this trip last summer for May 2020. I am a first responder and was ordered to cancel my trip due to the pandemic. My wife is a stay-at-home mother of three and we saved for two years for this trip. She is a musician and her dream was to stay at the actual Von Trapp house (Villa Trapp) we paid for three nights last July, 2019. We notified Booking.com and Villa Trapp of my vacation cancellation due to the pandemic over one month ago and EVERY other accommodation from London, Paris, Koln (Germany) to Zurich has been more than accommodating but we have received only one short email back from Villa Trapp and booking.com that we will not receive any voucher for our stay. We spent over $600 on reservations with them and have only received one email stating no request for refund/voucher would be made. Given this global pandemic and the historical significance of such a historic city and house I am leaving my fist ever review of anything and I plan on leaving this review on every travel site I can find. They are a terrible business who clearly cares for nothing else other than their own profit, even when a first responder who was hoping to travel for the first time out of the country is mandated to not leave due to my position. It may be a nice place but no matter how nice something is those operating the business have no compassion or understanding of the current situation. I have paid $600 and am literally getting nothing as I am forced to stay here. They are keeping my money and not even offering for a future stay. In some places that is regarded...