Alpenhorn Lodge

We booked for the 2021 ski season so our children could see snow for the first time. Before booking, we checked what would happen if either Sydney or Thredbo went into lockdown. In writing, we were told we could move the booking if Sydney locked down, or get a refund if Thredbo did. Both things happened, but when we contacted the hotel, they said we could only move our stay to November or December. We couldn’t rebook for the 2022 ski season or keep the money as credit because those bookings weren’t open yet. Later, they said they’d move the booking to the following year if we paid the remaining balance. Their emails went around in circles, and they said they couldn’t refund us, despite having initially confirmed they would. Meanwhile, they kept sending updated terms and conditions. The attitude and customer service were appalling. I can’t believe people think it’s acceptable to treat customers this way when we were planning to bring money into their business.

We had a lovely stay at Alpenhorn and would definitely come back. The place was clean and tidy, with a friendly atmosphere, and breakfast was lovely too. Thanks to all the staff for exceptional service, especially Jacob, Josh and Sharon. And thanks to the chef!

I’ve sent several emails and left phone messages because I need to change my booking for a medical issue, but it’s been two weeks with no reply. They’re impossible to contact and don’t seem interested in helping once you’ve booked.

It was just as advertised, and the staff were friendly and accommodating. We had a great time.