Hello everyone, I would like to share our experience with Hotel Kempinski and it is probably not what you expect. Me and my wife have been swayed by reviews at Booking.com to book a stay for 10 nights with breakfast and dinner. We wanted to refresh after exhausting year by walkin…
Dear Mr. Klumpar, Thank you for sharing your feedback. We fully understand how frustrating it must have been to arrive after a long seven-hour drive expecting to begin your vacation, only to learn that your booking had been cancelled. However, we must firmly clarify the circumstances surrounding your reservation. Our hotel was fully booked under an exclusive-use agreement, which required us to cancel regular individual bookings in advance. This was properly processed on our end; however, due to a system communication error on Booking.com’s side, you were unfortunately not notified by them. Any claims regarding ulterior motives or selective guest preferences are entirely untrue. As soon as our team realized on the morning of your arrival that Booking.com had failed to notify you, our Front Office Manager personally stepped in. To ensure you could still enjoy a high-standard stay during the peak season, we arranged and offered you alternative 5-star accommodation at the renowned Schlosshotel Kitzbühel. We regret that you chose not to accept this alternative and decided to return home instead. Although we deeply regret how this third-party system failure impacted your holiday, our team acted in good faith and made every effort to provide you with an equivalent luxury alternative. Kind regards, Axel Bethke General Manager











