Residence Zauberberg

I asked chatGPT how to rate a hotel fairly, so I gave one star each for cleanliness, functionality, comfort, service and the experience. The place was clean, so one star it is. Functionality was a mess. There are two sister properties intertwined, and third-party bookings, in my case through booking.com, make things confusing. You might book one place but get confirmations from the other. When we tried to check in, there was nowhere to do it properly, so we drove to the other property, where we weren't staying, and were then sent back down the hill to the worse of the two. I told staff that the third-party listing was confusing and suggested the properties be kept separate to avoid communication problems. Their responses and the room issues are reflected in the other ratings. For comfort, a maintenance worker let us into rooms before we were officially checked in, which didn't seem secure or sanitary. We then spent 30 minutes calling, messaging on WhatsApp and looking for someone to help with check-in. I know this is Italy, but no AC was awful, especially here. Other places we've stayed in summer without AC had sensible ways to keep things bearable. For $1600 USD, we got a muggy attic with low ceilings and no mountain breeze, which also meant no mountain views. The “kitchenette” was unusable, and the photos were completely misleading. For service, I agree with another reviewer who said, “Beautiful structures alone are not enough. Professionalism makes the difference and is missing here. Repeatedly replying ‘I'm sorry’ to shortcomings of the staff and the structure and Evidently it is only appearance and not substance.” The Owner replied to that review saying their experience wasn't ordinary, wasn't how they normally serve guests, that they sincerely apologized, that it didn't reflect their standards, and that it would help them improve. But it was ordinary in our case too: we encountered the same untrained staff trying to pacify us. This has happened to us, so it seems to be how they treat guests who raise questions. In hospitality, an apology doesn't mean charging someone the full $1600 after they cancel because of false advertising. They seem to care about online appearances more than in-person service. They haven't improved, and seem to be declining in personal care while caring only about money. For the experience, there was no human interest. I work in hospitality, and I know systems can be adjusted, especially when the hotel's unclear communication caused the confusion. This was musty and complicated, not the luxury it advertised. Its beautiful sister property seems to lure you into an overpriced, hot, steep, viewless trench of a stay. When we said we wouldn't stay because of the confusion, they blocked us in and wouldn't let us leave. I asked whether I could cancel the reservation with them. They said, “No. You booked on booking.com so cancel with them.” I did, and then she said, “okay so pay me now.” I explained booking.com would pay them after reviewing the cancellation, and that my card would be charged, so I couldn't pay them directly and risk being charged twice. The young woman went back and forth with her manager, who refused to come speak with us. After several rounds, she blocked us at the door, and the mysterious manager finally showed up to charge me $1600 for two nights I hadn't stayed. If the Owner replies with another apology, I won't believe it. The manager looked me in the eyes and refused to apologize in person like an adult, then kept us blocked in until I paid, instead of following the booking.com cancellation charge process they had told me to use.

What views! The apartments were comfortable and clean, and our hostess Helena is a star. Brilliant.

A very clean place with a nice host.

The breakfast and lounge room, Salotto, was a lovely highlight: tastefully decorated, really comfortable, and the breakfast spread was generous. Eva made eggs fresh to order, a perfect start to the day. The price felt excellent for Oberbozen, and we'd definitely return. It's a great fit if you want someone to look after you rather than stay in a typical holiday apartment. We felt welcome right from check-in at Gloriette Guesthouse, with a relaxed, friendly greeting that made us glad we'd arrived. The directions were clear, and after a short walk to Villa Gloria we found plenty of parking and our apartment in lovely green grounds. Our first-floor room, Grande Dame, had breathtaking Dolomites views, a cozy sitting area and stylish furnishings. The small kitchenette was fully equipped with everything we needed.