Pension Bergfried — Restaurant in Hallstatt

This is a bit of a saga but I'll stick to the facts:

1. in January 2019 we booked this guesthouse in Hallstatt Austria through Booking dot com for July 2019.

2. The next day the owner contact us directly and writes "cancel at Booking and book directly with me and I can give you a better rate." I knew she was trying to snake out of Booking's fees, but figured it would be fine and didn't want to get on her bad side by refusing.

3. We cancelled with Booking, booked with her through the credit card submit link she provided.

4. In early July a week from our stay (the next communication) we get an email from her stating that we need to decide on paying for breakfast right then or there would be no later opportunity. Fair enough.

5. 34 hours later I politely reply "breakfast 1st of 2 nights only please."

6. a few hours later she emails that she's cancelled our reservation and the room is rebooked and no longer available. Wasserman says the expiration date on my credit card was listed as 1/19. She says good luck finding somewhere else to stay.

7. I am now screwed, Hallstatt is sold out except for a $500 a night double room with a bed wheeled in for my little girl. My family is trekking through the mountains and we'll arrive in Hallstatt on foot. Out entire vacation is based around walking to Hallstatt through the mountains. I explain all this to Wasserman and ask her to reinstate our reservation. She says it was my mistake entering the wrong date so nope, you,re screwed. But I entered that date correctly I think.

Even if I didn't, I have no way to know as her system did not give me a receipt. I figure that A) it's crazy that her credit card email software will take an incorrect number and then it (and she, in her follow up email) will tell me everything is good to go and I'm booked. And B) that if it did somehow list expiration as 1/19 instead of the correct date on 2020 I think I entered, the first time she checks any of this is 5 days before we arrive, and then she instantly cancels me.

This woman told me to cancel my totally secure booking with Booking dot com, then told me everything was great and we're good to go, and then totally hosed me, my wife and our little girl at the last minutes WITH ZERO EFFORT TO EVEN CONTACT US TO RESOLVE THE ISSUE. SHE JUST CANCELLED US WITHOUT NOTICE DAYS BEFORE OUR ARRIVAL.

After pleading with her to help us out in some way, maybe even through a local referral, and nothing but sorry, take a hike from Wasserman, I told her I'd write a bad review and report her to Booking dot com. Then all of a sudden she starts with "I suggested other places to you," which is an utter and outright lie - I have every email and she did nothing at all to try to help us. She utterly, totally unsympathetic until I told her I'd report her and review her badly, then she got whiny.

My very strong suspicion is that a better guest came along who would bridge some vacancy she had for an extra day or two and Wasserman acted unethically for the seconds time and kicked us out of our reservation. I should have known better when she told me to cancel and fully secure booking and rebook directly, but thought it would be okay.

As a result we had to abort our year long plan to visit Hallstatt and hike elsewhere last minute.

We love Austria and Austrians - have spend 50 nights in the past 5 years, have strong Austrian heritage, and have never encountered an Austrian hotel-keeper even remotely this greedy, unethical, lazy and unkind. Thank goodness that Austrians are wonderful people and that there are precious few like...

Our friends and ourself stayed here in late June 2023. The good : Great location very close to everything... Stay 3 nite get free breakfast buffet indeed very good wide variety of foods eggs weiner toast home fries cereal fruit otherwise its 15 E each which is okay each person. Coffee machine made variety of types.

You also get discount tourist card it did save us some money on local tourist places like salt mine

Parking is free weekends might be tight as that's when there is more guests have room for decent amt of vehicles...

For 20 Euros do treat yourself to sauna hottub you will get 2 hours it's private and nice treat...

The not so good :

This place acts and feels more like a hostel than a hotel ...

pillows 👎 towels are not good for drying you off service minimal can't get a hold of anyone after 6pm If you like ice you will get a bit in small yogurt container but only during business hours after which you won't find anyone around ... Standard rooms are so tiny two large suitcases nowhere to put them and 3 days will make you claustrophobic! We did not realize from pics just how small rooms are Upgrade to more expensive room ! It's worth it ! I tried but was told there was no vacancy.. No fridge in std rooms barely any room to move around very small balcony...things that guests expect are reception to address requests when guests need them . not around when the management wishes to be open ... office should be open 7am to 10 pm Install an ice machine and add 3 euros for the power and water and you'll make more money to the room rate . Or charge extra fee There is no elevator here so if you can't haul your bags up the stairs ask a fellow guest maybe for help ... thank gosh we were on first floor ...

I have learned that price does not mean best value this place has good things but could improve on services offered .

Indeed for best accommodations you need at least 3 months at Hallstatt for best room options... especially in...

We booked a Deluxe Suite and were extremely happy with our stay here. The bedroom was cosy, the living room was quite spacious, it had a balcony with gorgeous views of the snow capped mountains and also a glimpse of the lake. The room and washroom were impeccably clean including the furnishings. We were explained everything in detail while checking in and they were also kind enough to help me with my luggage as I had a back injury. The facilities that I could notice and use were - ample parking space, restaurant, well functioning room heating, heated towel racks, TVs, chairs to sit out at the balcony, hair dryer, soap and shampoo, electric kettle to make tea coffee, luggage hold post check-out etc. There were also instructions to book spa and sauna but we didn't use those and hence can't comment much. While you have to walk across the length of the village if you are coming by the train+ferry, it's not that long at all as the village in itself is very small and walkable. Plus the added advantage of having the bus stand and furnicular+salt mine right next to the property, more than makes up for it. One can argue that the prices are a bit steep but I personally felt it was justified considering the festive holiday season, well maintained rooms and limited inventory at Hallstatt. I 100% recommend that you consider Pension Bergfried for your stay...