Family Hotel Biancaneve

What broke our hearts most was that our son had liked the toys and facilities in the baby club, but after the incident he refused to stay whenever he saw someone in an orange uniform. The following day he broke down whenever he saw the staff member, crying hysterically, jumping into my arms, and shouting, “Scared! Help me, Mama!” He was even frightened of other animators in the same uniform and insisted we leave. Normally he enjoys playing. The day before, we had left our two-year-old in the baby club while we went to the spa for a short while. He seemed happy at first, but we soon felt uneasy and checked on him. We found a young staff member trying to strap our crying child into a stroller. She said he had started crying during a diaper change and she was trying to comfort him. Our son is two, not two months old, and restraining him only made things worse. It seemed clear to us that she wasn’t properly trained to handle toddlers. When I asked why she hadn’t called us, she claimed she had tried and I didn’t answer. I asked her to call again in front of me, and it became clear she didn’t know how to call my Taiwan number internationally, even though she had the full country code. So she hadn’t actually made the call. I asked to see the CCTV footage. The owner agreed, but could only do it after dinner, when I couldn’t leave my child. At checkout, Alexandra at the front desk promised to send a video link that day, but I still haven’t received anything. We sincerely hope the hotel reviews baby club staff training and safety procedures, or its “family-friendly” promise is just a slogan. This incident seriously affected our stay. The hotel is small but very refined, with thoughtful details throughout, and the room was clean and comfortable. Natalia from housekeeping was friendly and helpful. Dinner was delicious, and Marco, our waiter, was attentive and professional. There was confusion over the price because we’d received inaccurate information when booking. Even so, it was good value for money, and under normal circumstances we wouldn’t have hesitated to give the hotel five stars.

The skiing slopes are amazing, and the hotel is very good. The service could be better.

The managers really care about their clients, and you can feel it in the details. We were a family of four, and our youngest daughter had an incredibly successful first skiing trip. She came to love skiing. The hotel has everything for a family ski holiday: ski school and rental, an all-day kids club, a children’s pool, spa, saunas, a warm outdoor pool, and amazing dinners with healthy, tasty, appealing dishes. It’s a great place for beginners and experienced skiers alike. We’ll definitely come back.

Our two kids, aged five and seven, spent their days skiing and had fun at the club and pool in the evenings. The four of us had an amazing time, and the stay was relaxing, with brilliant amenities, kids club, food, ski lesson booking, and logistics. Everyone was extremely friendly and helpful, and the owners went out of their way to make sure we were looked after. Highly recommended!