The hotel should decide whether it wants to be a wellness/relaxation retreat or a venue that rents out its space for weddings without telling guests in advance (they had many ways to contact us in advance - phone, email, hotel room). We spent 3 nights in the hotel and on Satuday, long after 10pm, the music from the wedding party in the hotel lobby was still very loud (we measured over 70 dB in our room while trying to sleep), and hotel staff clearly couldn't care less. No one was at reception, we had to find help at the bar, and calls to reception went unanswered until someone finally showed up – and even then, they just waved it off, saying they had approval from the city until 2am. For a place like this, we expected a completely different level of service and customer care. After a while, they moved us at midnight to another room (top floor, as far away as possible), where we still measured around 35 dB, compared to over 70 dB in the original room - so clearly, it was disturbing each and every room in the hotel. The next morning, reception itself admitted this happens "almost every weekend during summer" – yet offered no compensation. We then had an upleasant 7-hour drive home ahead of us with the lack of sleep. We genuinely enjoyed our stay overall, which makes this last night and morning a bittersweet way to end it and is a reason for 2* only. It's a real shame, as it has affected how we'll remember the whole trip, and we'll look for a different place next time to actually relax. If someone from the hotel with the authority to actually change how this was handled reads this, we'd genuinely appreciate them reaching out with some form of compensation for that night. Thank you.
Dear Any! Thank you for taking the time to share your experience with us in such detail. We are very pleased to hear that you generally enjoyed your stay with us, and we are all the more sorry that the wedding celebration affected your final night and therefore the end of your stay so significantly. We genuinely want to offer our guests a place for relaxation, wellness, and peace. At the same time, we would also like to provide local residents with the opportunity to celebrate their weddings with us, as this possibility has become very limited in our valley. We therefore try to accommodate both needs and organize our events accordingly. Our reception is generally staffed until 10:00 p.m., after which it closes. We are very sorry that you had difficulties reaching someone in this situation. This does not meet our expectations of our service, and we sincerely apologize for that. We take your feedback very seriously and will discuss internally how we can improve communication with our guests regarding events in the future. Thank you again for your honest feedback. We hope that, despite this experience, we may have the opportunity to welcome you back to our hotel one day. best regards the hetteggers and team