The accommodation itself was in line with what was described online. The rooms and facilities met our expectations, and overall the place has potential.
The food was acceptable — not outstanding, but not bad either.
Unfortunately, the biggest issue during our stay was the staff and their communication, which was well below an acceptable standard.
Even the booking process was unnecessarily difficult. In several cases, I either did not receive any response to my emails, or the replies did not address my actual questions. Gabriela, who I was in contact with, was ultimately unable to assist me with booking a room and then disappeared from the correspondence entirely. Later, I spoke to a gentleman by phone who promised to send an offer, but it never arrived. Eventually, I was informed that all apartments were sold out — yet interestingly, online booking still showed availability, and I was able to book there without any issue.
Upon arrival, the lady who handled our check-in was smiling, but provided no useful information. Even after I mentioned that it was our first time at the hotel, she simply said that she had already explained everything to another family who arrived with us, which I found quite strange. When I specifically asked about the wellness area, I was misinformed: I was told that no reservation was needed, and despite knowing that we arrived with three children, she failed to mention that children are not allowed in the wellness area after 5 p.m.
When I tried to ask about this the next day and questioned why proper information is not provided upon arrival, the same staff member first tried to ignore me completely, then sarcastically refused to tell me her name, saying that I should have checked the name badge the day before if I wanted to know. Her name was Nicole. When I asked to speak to the manager due to this unacceptable behavior, she reacted defensively and confrontationally.
Dear Nicole, I would like to point out that this kind of attitude can easily result in the hotel losing guests.
I would also like to thank the manager, who handled the situation professionally and made an effort to resolve the issue.
Unfortunately, there is no information displayed anywhere, not even in Hungarian, and not even in English.
Overall, the hotel itself is not bad, but my stay was negatively affected by the behavior of some members of the staff. Perhaps I was simply unfortunate with the people I encountered.
On the positive side, the animators are very kind, and the ski instructors are professional and patient.
🎿❄️ Lyžujeme KAŽDÝ DEŇ od rána do večera! Skipas ZADARMO pre ubytovaných ✨