Sporthotel Sonne — Hotel in Salten-Schlern - Salto-Sciliar

We are a family of 3, my husband, my 4-year old son and myself staying at this hotel; my parents were staying at another hotel 10mins away. On a rainy day we decided to stay in the hotel instead of visiting around, so I asked my parents to come to our hotel so that we can spend time together, also when my son takes a nap my parents can keep an eye on him, this way my husband and I can have a little romantic time at the spa area of the hotel. I was not aware that I need to inform the hotel about it, instead of communicating politely to us, the hotel owner treated my parents like criminals! My mum brought my son to us at the spa area after my son woke up, the hotel owner in a very rude manner told my mum to leave the hotel facility straight away without even asking me about the situation! After I tried to tell him that she is my mum and she is here to help me with my son without staying overnight, the hotel owner refused to listen and threatened to call the police to get my parents out! My dad was caught in the rain coming to our hotel so he took a shower in our room, the hotel owner claimed to charge us for that for the price of my parents staying overnight! He even took my parents passports to make copies without proper communication and permission! My parents don't speak English, they were intimidated by the hotel owner coming to the room asking for their passports, they thought he just wanted to have a look so they showed their passports, but the hotel owner took their passports away! He used my parents passports to make copies claiming my parents were registered for staying at the hotel room in order to charge us extra at the check out! Such a shame that everything about the hotel was amazing but the owner is just so rude! The staff from reception and the restaurant are all very friendly, I rate very low for the service only due to the hotel owner himself for ruining our family experience, he could have communicated in a respectful way that he has deep concern due to hotel accountability in case something bad happened to my parents and cleared the misunderstanding of my parents staying overnight or not, instead of assuming the worst of people and treating them...

Stayed in hotel for 6 days. This place has everything a GREAT hotel needs but it fell short, in my opinion. And I doubt we'll return.

Let's start with the positives! Beautiful swimming pool and spa area. Plenty of towels and well kept. Bedrooms were large and well equipped (although no coffee machine). Equipment room was impressive and easy to use. Location truly perfect - cannot go wrong being right on the mountain!

Like I said this hotel has everything it needs to be to be great but it failed to deliver in several aspects. Here are the negatives:

Biggest problem: unfriendly reception staff. Never engaging guests, never asking how our day was. Just sitting hidden in the office or behind the computer at front desk doing something else. I felt awkward even saying hello to them in the mornings. They didn't at all seem interested in how our stay was going, we felt unwelcome. I wanted to point out that waiters, cleaning staff were all super friendly, humble and amazing. Specifically front desk staff/management that made us feel unwelcome.

Next negative was the food. Apparently a Michelin-star chef built the menu... I highly doubt if this is even true that he is overseeing the quality/ensuring the plates are going out as planned. 90% of my warm plates were hot to the touch (sitting under a heat lamp for too long) and the food was super hit and miss. What I mean by this is some nights I was very disappointed, other nights I was actually impressed! But truly inconsistent. Wine menu dangerously overpriced for basic wines that are marked up significantly. Bottled water expensive and racked up quite a bill. Considering the amount of money we spent on our stay I was generally disappointed with the dining.

Despite the negatives I think this place can be great, but it's up to the owners/managers of the hotel to change that, and if they care enough I don't know. Sadly with the new rooms and new spa I don't think they'll ever have a problem with filling up rooms, but I really don't think they'll get many return customers if others felt as unwelcome as us. It just feels like the soul/pride in the property is...

The hotel is 90% new so all wooden, glass and stone decorated. Modern style. Just the hall need a renovation but it's already very good like that. Rooms are huge and very comfortable. Open space but warm and good at privacy. Gorgeous view anyway, also in mountain view (front view should be even better). Restaurant is refined and offers 3 choices for menu (vitality, veg and regional), all exquisite. Servants are old style and so friendly! Perfect service. Cooking staff high quality. Good wine selection but please pour wine from bottle in front of the guest (in Sud Tirol the majority of restaurants, even high quality, don't do it but the should). Dinner buffet rich even just in vegetables. Breakfast buffet is perfect: rich in any thing you could desire. Spa is big and modern, got 2 Finn saunas (1 with essential oils aromas), 1 Turkish sauna, 2 big relax rooms, internal and external pool (Sasso Lungo e sasso Piatto view!). Just some apple or dried fruit in the relax room where tea are would be perfect. Kids room is big and rich in many games for them. Outside you are at the feet of the lift coming from Ortisei and on the slopes. The hotel also has got a room with a private space for your boots and ski tools. external gym very comfortable in a little house. Bus stop in the yard.||||Suggestion: serve Trento DOC and less Prosecco; serve it at the table direct from the bottle; some apple in the relax room in the spa; put a notice 'no kidz in the spa' also on the door between external...