Schlosshotel Kitzbühel

The ski lockers were so small that fitting even two pairs of skis seemed nearly impossible, never mind the needs of families with three or four people in a room. There was also no staff available in the evenings to discuss reservations. For a place presented as five star, that was inconvenient. The hotel felt seriously overpriced, and the restaurant’s fancy look didn’t match the average food quality or the prices. We booked because the website showed rooms with balconies, although the fine print said one might not be available. When we arrived in a room without one, we asked to leave or switch. Staff threatened to call the police if we didn’t pay 80% of the full stay. We called their bluff, and then they suddenly found a balcony room in the same category. The whole incident spoiled the start of our family ski holiday, and management’s aggressive response left a bad taste despite our attempts to find a fair solution. We expected a relaxing stay, but it fell far short. I wouldn’t recommend it for families or anyone expecting true five-star service, good value, or a hassle-free visit.

The shuttle to and from the gondola and town was easy to use, and having an Intersport in the hotel made collecting rental equipment very convenient. My room was lovely, the food was high quality, and the staff were so friendly. I especially loved the spa and wellness area, one of the best I’ve seen. I couldn’t fault my stay at Schlosshotel Kitzbuhel and hope to return.

Getting in touch with staff was a disaster. The phone line was nearly always busy, with no apparent call waiting. I made around 50 attempts over five days and fewer than a handful were answered. Even an average Airbnb host is easier to reach. Staff also seemed poorly trained and couldn’t answer basic questions, like where the advertised dog exercise area was or when the shuttle to the Hahnenkamm gondola ran. The hotel felt worn and dated, and the room was missing expected things: no streaming, coffee machine or kettle. The minibar had very little, there were no snacks, and my request for different drinks, which I would have paid for, was refused. The supposed king-size bed was two single mattresses with separate duvets, uncomfortable and misleading if you expect a proper king setup. Breakfast was fine and dinner tasted good, but the buffet felt rushed and lacked charm for this price. I hadn’t planned to eat at the hotel, but half-board was mandatory. The spa was good, though it didn’t make up for the service and organizational problems. At checkout I was charged over €900 incorrectly, including for a Christmas buffet and decorations, even though I wasn’t there over Christmas. It took 15 minutes to resolve as a “system error.” This wasn’t five-star quality.

The staff were extremely kind and attentive, and remembered which drinks we liked. The spa was huge, with several saunas and relaxing rooms, and the food was great. We had an amazing stay in a beautiful hotel and would absolutely recommend it. We’ll be back soon.