Alpbach Lodge Chalet Superior

I know it was my mistake to cancel only about six days before arrival, and I should have checked the cancellation terms for Alpbach. I was traveling on tours and trains with limited Wi-Fi, and in the rush I missed them. But I had checked the ski slope opening information before booking. Once I was in Austria, I contacted a local ski company I found on Google to arrange lessons for my husband and daughters. We’re foreigners, unfamiliar with the roads, and have no experience driving in snow. They said the nearest open slopes were in Zell am Ziller, so I quickly booked and paid in full for two days of lessons and a non-refundable stay there. I was told it was an hour’s drive from Alpbach, and our lessons started at 10 a.m. We had no car, and with three large bags and one XL bag, we were traveling from Prague to Budapest and Austria was our last stop. When I saw the cancellation penalty, I emailed to explain and asked if they could waive the fee. My emails showed that I hadn't made up the ski company’s advice, and I pleaded for help. They refused to waive the fee and charged all three nights, even though I asked if they could charge just one. They seemed arrogant and showed no goodwill or sympathy. It was an awful experience that left a bitter taste.

We really didn't want to leave. It's a wonderful place to stay, and the welcome was so warm. The attention to detail is incredible, and you can tell no expense was spared. We'll definitely be back 🇦🇹

The owner treated us rudely and disrespectfully when we called to discuss our booking. She hung up on us, and when we tried again, she didn't answer. The customer service was very bad. There are plenty of other choices, so don't consider staying at this lodge.

My advice is to think twice unless your travel plans are completely free of mistakes or mishaps. We provided clear supporting evidence and a sincere, lengthy request for a kind waiver, but got a merciless no. I respect contractual obligations, and I knew that asking for a waiver six days before check-in left us at the lodge's mercy. When we first booked, we were told the nearby ski slopes would be open during our stay. Only about a week before check-in did we learn they weren't open, and that the only open slopes were at Zell Am Ziller, an hour's drive away. Traveling an hour for our morning ski lessons every day would have been absurdly expensive. We made a second, desperate appeal to compromise by charging us for one night instead of three, to ease the cost of this mishap. That request was also turned down without consideration.