The Kaprun Edition

The booking photos looked very different from the apartment we got, and when we asked to cancel, the request was refused. We stayed four nights, but the room was never cleaned and nobody collected the rubbish, so we had to take it down ourselves. The place was old, with no lift, and carrying our bags was difficult. There was no air conditioning, and having just one bathroom in a two-bedroom apartment was inconvenient. Before we had even settled in, we noticed spider webs and boogers. The sheets were old, damaged, and dirty, and the pillows were very flat and worn.

We left after two miserable nights, even though our holiday was meant to last 10 days. The balcony at the back looked out onto a metal factory running 24/7, and the noise kept our baby from sleeping. When we raised our concerns, staff offered us the same inadequate room on the first floor, where ski boots worn by guests were unbearably noisy, or a larger apartment for three times the original price. The manager was rude and dismissive and made no effort to help. We had booked a 35-square-meter family room, but were put in Room #6 on the third floor. It was much smaller than advertised and cramped enough that we had to rearrange furniture to fit the baby’s crib. It was also filthy. The manager refused to remove the unused extra child bed. The ski room’s heating didn’t work, so we had to dry our wet snowboard boots in the tiny room. The amenities were substandard, the rooms poorly maintained, and the service unacceptable for a place presenting itself as “Luxury Chalets & Style Suites.” For us, it was a terrible hotel experience, with misleading room size, poor hygiene, constant noise, and no real help when we asked.

The noise from the metal factory behind the building made sleep impossible for our baby, and left all of us exhausted. The balcony faced the factory, which seemed to operate nonstop. When we complained, staff showed little empathy. They offered either another similarly inadequate room or an upgrade at an exorbitant extra cost. The manager’s rude, dismissive manner was the last straw. We had booked a 35-square-meter family room for us and our baby, but Room #6 on the third floor was tiny, dirty, and far smaller than advertised. The manager also refused to take away an unnecessary extra bed, so there was even less space. The ski room had no working heat, meaning our wet boots had to dry in our already cramped room. After two nights we packed up and left, giving up the rest of our 10-day stay. It was one problem after another and one of our worst travel experiences. The hotel’s luxury promise felt misleading, and it failed us on room size, cleanliness, amenities, noise, and service.

We left after two nights because staying longer was unbearable. We had booked a 35-square-meter family room, but Room #6 on the third floor was clearly much smaller and didn’t suit a family with a baby. The room was dirty and cramped, and we had to move furniture to fit the crib. The manager refused our request to remove the unused extra child bed. The balcony looked out at the back of the property and a metal factory that ran nonstop. Its noise made it hard for our baby to sleep and made the nights stressful. The ski room heating was broken, so we had to dry our wet snowboard boots in the room. When we spoke up, staff seemed indifferent. The choices were another room that was just as inadequate and noisy, or a larger apartment at triple the price. The manager was dismissive. The advertised luxury experience wasn’t there, and the room size, upkeep, and service all disappointed. If you want a relaxed holiday, I’d avoid this hotel.