Guest User
August 26, 2021
We were In trentino for 12 nights. San Cassiano, Selva, Ortisei and Merano. This hotel was the only really bad experience. This hotel is not in Ortisei. It's right outside the city limit, on the way to Santa Cristina. It's 20 more minutes walk downhill and 30 uphill. You can drive down but Ortisei is not a friendly parking area, so up to you. Bus is available. Not being regulars of the hotel or friends of the management /owner we were not treated fairly. They oversold our room category (a suite with balcony) and they couldn't give us what we booked. They said we were upgraded to a designer room which even if nicely decorated it was on the side of the hotel on the ground floor with zero privacy. As soon as we checked in the room a sun tanning shirtless tall man passes right in front of our room twice and looks inside (later when discussing the issue with owner Marcus the only thing I heard him caring to say that the man was his husband, like I could care less about his private life. Wife is unconfortable so we move out. We wanted privacy so we asked to change our room to what we booked. We were told at the reception that no rooms were available, only an inferior category double in the back of the building, we refused. Told us to wait for the director. The director arrives, offers a different room on the 4th floor and tells us that this is the room we booked (now all the sudden the room is available, mmmmm.......). We later found out that that we were lied to, that was not the room we booked, that was the room originally suggested by the reception staff, lie after lie. We were charged fully with only 50 EUR discount for 3 nights total and no apologies ever. That was not the difference in price between the two room categories. The last day after pointing out that the breakfast table was not properly assigned (all guest's table have their name on it, not for us, someone else name is on our table for the second morning in a row) instead of receiving some overdue apologies I was loudly confronted by the owner in front of all guests. We decided to accelerate our checkout and left. By the way... if you are driving and staying during high season you will have hard time parking. Not enough parking spots in the hotel. To conclude the professionalism of this property's management is questionable, the owner Marcus for sure has a lot to learn. That is the only really bad thing about this property, as mentioned by other reviewers with 1 or 2 stars. We believe they should hire a seriously big chain hotels experienced director to run operations and Mr. Marcus shoud just stay at the hotel as a gust with his friend and family. We believe there are many other Hotel options in Ortisei to choose from, you might luckly skip a bad experience at Alpine Garden.