13/12/2016 Neil C, Eastham
I was unfortunate enough to stay here for two nights. My three friends an I stayed in the Maximillian Suite, the most prestigious room in the hotel. The room, the location (next to the ski lift) was... more
I was unfortunate enough to stay here for two nights. My three friends an I stayed in the Maximillian Suite, the most prestigious room in the hotel. The room, the location (next to the ski lift) was excellent, but it is the small things that matter. Things such as common courtesy and manners.
one evening, before leaving the room for the night we played music on the Sonos System provided in the room only to discover later that evening that another guest had complained about the volume. From this point onwards we were treated as second class citizens and we experienced a distinctive change is the staffs attitude towards.us. They became rude and arrogant and any conversations were awkward at best in this hostile atmosphere. The disappointment was that we were not told to reduce the volume or advised that there was an issue at the time, it was only after the event when it was brought to our attention.
a further demonstration of hostility came on the day of departure. We weren't getting collected to return to the airport until 17:45 so i asked if we could extend our checkout to enable us to shower after the days skiing. i was disappointed to be told especially having stayed in the Maximillian Suite that they couldn't extend our stay or even provide us with an alternative room. i have stayed in Kitzbuhel many times at all times of the season and in many different hotels, never has a room not been available for an extended checkout. This was a clear demonstration of the staffs arrogance and reluctance to help, something you don't expect from a 4 star establishment.
to summarize, if you are looking for a lovely hotel in the right location and you can tolerate rude and arrogant staff, this is the hotel for you. If, on the other hand you value manners, respect and fair handedness over exorbitance then stay in one of the many other welcoming hotels in the area.
I have never previously left a negative review on Trip Advisor, I feel compelled though in this case. less
Sonja_at_Kaiserhof, Leiter Öffentlichkeitsarbeit at BEST WESTERN PREMIER Kaiserhof Kitzbuhel, responded to this review
Dear Neil C,
reading through your comments made us at first sight very happy, to understand, that you fell really comfortable at the Maximilian Suite - which is definitely the best suite in our 4 star superior hotel. While continued reading we reached to your complaint about our staff, where you must have got the impression of not being welcomed. If this was your impression, then of course, it was not at all our staff's intention to behave like that. Noise is always a difficult matter in a hotel with 73 rooms only and if other guests feel disturbed by music volume, it is a big challenge to meet everyones expectations.
After all upon your day of departure the Maximilian Suite was booked again, the hotel was sold out that day and the staff had to be in schedule to be ready with the rooms upon the new arrivals. Imaginatively you were told, to use the showers in our spa area till you got picked up by your transfer.
If you got the impression of being treated by rude and arrogant staff, then of course we do appologize, but also we must admit, that the Kaiserhof team is well known for the friendly and caring staff. We would appreciate, if you'd give us another chance to proof. For now we remain with best regards from Kitzbühel, which is covered with snow.