Familienhotel Feuerstein

The children's facilities really stood out: Hay Barn, the kids club, playgrounds, and Mud Club Sports Arena were all excellent. The spa was great too, and Angelica's massages were exceptional. We would consider coming back outside peak season for those facilities, but several things need work. The meal options were a letdown, especially at lunch, with a limited selection that was oily and too salty. Kids' meals had few vegetables or rice options. Paying extra for still and sparkling water and adults' soft drinks felt unnecessary at a family resort. Restaurant service was disorganized, with long waits and drinks mixed up often, though waiter Ali was excellent. Check-in was confusing, and reception left out information. Our room wasn't ready when we were shown it. It was spacious and very clean, but had a double bed with two single duvets, and one child's bed hadn't been made. We asked for turn-down service, but it never happened. Communication also needs attention, for example, we were charged for a birthday cake without being told its price. Both children got hurt at daycare on the first day, and the staff's response seemed too casual. That could be worrying at busy times. The pool areas were cold, and the family saunas weren't running in the mornings. The facilities are excellent, but the inconsistencies were hard to square with the price.

We slept very comfortably, and the hotel has good infrastructure, including pools, slides, and a paddle court, though that costs extra. Holzwerkstatt was a lovely activity for kids, and the food for adults was good. The schedule and mealtimes didn't work well for little ones. Lunch at 12:30 and dinner at 6:30 felt late, and guests were queuing before opening because hungry, impatient kids were already waiting or eating in the lounge. Activities starting at 8:45pm were also too late for toddlers and younger children. The kids' buffet leaned heavily on pizza, pasta, and fried food, with very few fresh vegetables or high-fibre choices. The Baby/Toddler Club seemed understaffed, and staff didn't engage with our child proactively. At times it felt chaotic, with toddlers crying and little sense of responsibility from the staff. The room's furniture and design didn't feel up to a five-star standard, lacking sophistication, warmth, and cosiness. I also thought extra coffee capsules were an inappropriate charge for a four- or five-star hotel.

I have come back to Feuerstein four times, so I clearly liked the place. The food is great, many staff are familiar faces and very nice, the facilities suit kids, and the massages are the best I've had in Europe. But last week's stay fell apart. The resort is expanding quickly, and many seasonal staff didn't seem well trained. Food orders went missing, dinner service was confused, and checkout was the worst part. The day before we left, I saw the parents from the neighboring chalet struggling with several bags and three young children. I offered a hand and asked why they hadn't called for help. They said they'd called but nobody came, and their airport shuttle was leaving. We moved the luggage ourselves to make sure they got off on time. I checked out at reception at 10:30am. Between then and 12:30, I was locked out of the chalet twice because the key card stopped working. Staff brought a new card quickly each time, but didn't really explain what had happened. Later, with all our luggage and two kids, the card wouldn't open the garage door. This is a huge resort. My husband had to walk around the whole ground floor to get in from the other side and open the door, while I waited with the kids and bags. I complained by email and was told only that these were the rules and it wasn't their fault. The rules were new. We'd previously been invited to lunch on departure day several times, but now it costs 100 Euro for lunch and facilities, without the room. I don't object to the rules or the cost, but they need to explain them better. Even returning guests find them confusing. Feuerstein doesn't book children's ski lessons for guests. Transfers and coordination with the ski area were smooth, but arranging lessons ourselves was stressful, while similar resorts nearby handle bookings for guests. Compared with other family resorts, there are also very few adult activities. There are daily gym classes, but not many outdoor ways to explore the region.

Dinner was a real highlight, and I don't think I've ever eaten so well at an all-inclusive. There was something for everyone, the coffee was excellent, and we loved trying different wines each evening. The whole team was friendly, professional, and helpful, kudos to the management for delivering a genuine five-star experience. Our rooms were spacious and beautifully designed, with lovely views and excellent sound insulation. Childcare was outstanding: our 5- and 2-year-olds had the best time, thanks to kind staff and creative, fun activities that gave them memorable moments. We loved the spa too, especially the sauna Aufguss. We can't wait to return.