Hotel-Pension Sonnenhof

Magnificent, very flowery facade; the room is clean and functional. Pleasant balcony overlooking the mountain. We were a little afraid of sleeping poorly because of the slightly soft bedding, but we slept like logs. Well-stocked breakfast buffet and service in French.

I rarely write negative reviews, but I believe future guests should be aware of our experience. Our stay itself was acceptable, as we only intended to spend the night by arriving at 22:00 and continue our journey the following morning at 09:00. Unfortunately, the check out morning and the receptionist experience completely changed our overall impression of the hotel. A surprise was by discovering a smart device ”Alexa or google nest” with a built in camera which was facing the bed !!! That left us in shock and surprised because the device was directly connected to the internet. We photographed and recorded the device on hurry while we were leaving the room because its presence immediately raised privacy concerns and we didn’t know what to do!? We calmed down a little bit after asking one of the hotel employees who informed us that the camera is permanently disabled and that the device complies with GDPR. While we appreciate that explanation, we believe guests should be clearly informed in advance that such a device is installed in the room. We have also contacted the relevant authorities to verify this information independently. Regardless of whether the camera is disabled, we question why a device with a built-in camera is installed in guest rooms instead of using an equivalent model without a camera. ANOTHER issue was about our four year old child who was originally supposed to stay overnight at our friends in Innsbruck, Unfortunately, those plans changed by the last minute, and honestly we didn’t even think about it or saw it as a big issue while we didn’t used an extra bed or eat a breakfast!? As we arrived late, the reception was already closed, leaving us with no opportunity to inform the hotel about the change until check out. We went for the check out and the receptionist Instead of simply explaining any additional charges that applied, the receptionist immediately questioned our daughter’s age and repeatedly challenged our explanation. We were asked to present her passport, which we did. The passport clearly confirmed that she was four years old, yet this did not resolve the situation. What should have been a straightforward check out turned into an unnecessary discussion that lasted approximately one hour. Throughout the conversation, we REPEATEDLY stated that we were willing to pay any legitimate charge once it was properly explained. We didn’t get any straight reply about the extra charges and instead he kept arguing with no real reason”The whole conversation was recorded and we are seriously thinking about pressen charges for the unspecified money conduction and the the employee comments and behavior in general” Initially during the conversation we were told to pay €12 as “city tax” for three people which we did without any argument. After checking the applicable rules, we understood that children under the relevant age are exempt from the local tourist tax, so we asked the receptionist to explain the charges and provide an itemized invoice. Instead, we were first handed ONLY the payment terminal receipt as the only document for the transaction. But something felt wrong, and when we requested a proper invoice, we were told that he was busy and that would take time to prepare. We suggested that it could simply be sent to us by email so we can leave and continue our journey, but the email never came which is made us more suspicious and making sure there was something wrong. As a result, we had to drive back to the hotel and wait for the invoice in person. When we finally received it, the explanation had completely changed. The original €12 “city tax” had become €8 city tax and €4 as an additional charge for our child, described as a “special price.” Earlier in the discussion, however, the receptionist had also stated that our daughter stayed free because she had not received an extra bed or breakfast. The changing explanations left us confused and raised serious concerns about the transparency of the charges. During the discussion, the receptionist repeatedly questioned our honesty regarding our daughter’s age despite having her passport in front of him. He also made comments such as: “I don’t know which country you come from. Maybe you don’t have any rules there, but here in Austria we have rules.” We found these remarks unnecessary, unprofessional and inappropriate, as our nationality had absolutely no relevance to a discussion about payment. The issue was never the additional €4 itself. What disappointed us most was the lies from the receptionist and the way we were treated because of a small and an honest misunderstanding. Later on that day, we contacted the hotel management directly in an attempt to resolve these issues privately, but unfortunately they failed to give us a proper response, while several of our key questions including the inconsistent explanation of the charges and the receptionist’s comments during the check-out. Unfortunately, the way this situation was handled overshadowed our entire stay and left us with a very negative impression of the hotel’s customer service. Based on our experience, we would not choose to stay here again.

Excellent welcome from our host who shows us on the map the essentials and recommends restaurants for dinner (here it is a bed &brekfast) Near Innsbruck for sightseeing Very comfortable mountain view room with balcony the must! Various and hearty breakfast We are delighted with our stay Thank you for your welcome and all the quality services