Parking

Pets allowed

Parking on site

Private parking

WiFi available in all areas

Meeting/banquet facilities

Packed lunches

Snack bar

Vending machine (drinks)

Sauna

Fitness centre

Sun loungers or beach chairs

Sun umbrellas

Steam room

Spa lounge/relaxation area

Fitness

Fitness/spa locker rooms

Garden

Terrace

Sun terrace

Shared lounge/TV area

Non-smoking rooms

Family rooms

Lift

Heating

Non-smoking throughout

Key card access

Skiing

Hiking

Cycling

Ski storage

Internet services

WiFi

Free WiFi

Safety deposit box

Security alarm

Smoke alarms

Fire extinguishers

Tour desk

Luggage storage

Private check-in/check-out

Lockers

Invoice provided

Electric vehicle charging station

Accessible parking

Use of cleaning chemicals that are effective against Coronavirus

Linens, towels and laundry washed in accordance with local authority guidelines

Guest accommodation is disinfected between stays

Guests have the option to cancel any cleaning services for their accommodation during their stay

Physical distancing in dining areas

Food can be delivered to guest accommodation

All plates, cutlery, glasses and other tableware have been sanitized

Breakfast takeaway containers

Delivered food is securely covered

Staff follow all safety protocols as directed by local authorities

Hand sanitizer in guest accommodation and key areas

Process in place to check health of guests

First aid kit available

Access to health care professionals

Cashless payment available

Physical distancing rules followed

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Explorer Hotel Stubaital

Stubaital

Neustift im Stubaital

Tirol

Austrian Alps

Austria

Hello,

thank you for taking the time to describe your experience in such detail. I’m genuinely sorry that your breakfast situation felt embarrassing and hurtful – that is not the feeling we want to leave with any guest, especially not guests traveling with their dog.

We are indeed a dog-friendly hotel, and at the same time we have clear rules to ensure a relaxed atmosphere for all guests. Dogs are welcome in the rooms and lobby, but not in the breakfast area during buffet hours. This policy exists for hygiene reasons and out of respect for all guests. What clearly went wrong in your case was how this was communicated. You should have been informed calmly and clearly at check-in, and addressed discreetly and respectfully in the morning. For that, I apologize.

We have already discussed this internally with the team. Our focus is on making sure policies are explained proactively and that situations like this are handled with empathy and clarity, without putting guests in an uncomfortable position.

I regret that this experience led you to cut your stay short, despite your positive first impression of the hotel itself. Thank you for pointing this out so openly – your feedback helps us improve.

Kind regards
Lukas

Owner response

This is the first time I'm writing a negative review. ON December 6th we called to book the hotel for one night with the intention of staying a few more days if we liked it. We explained on the phone that we had a dog (a French bulldog) and asked about safe parking. After they told us that it was a dog-friendly hotel and that they had parking, we headed to the hotel. In the morning we got up and went for breakfast. We travel with a dog all over Europe and we follow all hotel policies. After we rested in the breakfast room and everyone saw that we were with a dog, my husband sat down (far from the food buffet) and I started making breakfast (in the hotel you fry your own eggs, make pancakes, etc.) After I finished everything, I even made coffee for my husband and me and we started eating, a nice employee came to tell us: I'm sorry....... the people..... don't want the dog here..... We are English speakers but we managed to understand what she was saying to us. After which the woman said: With a dog..... please in the lobby. Our dog is trained, it doesn't bark or look for food but just lies under the table. We moved with the plates and coffee to the lobby. The woman at the reception came and told us: Dogs are allowed to leave the rooms and come to the lobby after 11 am. This is our policy and we have put tags everywhere. We apologized that we had not seen any sign with such an inscription and received a response: This is our policy. We respect any policy, but not in such a tone. We were literally thrown out of the buffet, then we were reprimanded by the employee and the situation was so embarrassing for us that I don't know how to describe it. We have never been humiliated like this in a dog-friendly hotel. In the end, we couldn't even have breakfast, because the employee said that if we wanted to eat, we should take our plates to the room. This means that I have to run from the second floor to the buffet if I don't have enough bread or juice or anything for breakfast. Other hotels have always directed us to a hall or a lounge or any other place where we can have breakfast. In this one, they didn't even give us that right. They told us that we can  take our coffee and drink it outside. This is shameful and we felt humiliated. We walked around the hotel to find the signs that the receptionist told us were everywhere and that dogs could go down to the lobby after 11am, but there were none anywhere. Then we asked the employee where the signs in question were and she told us "look for them everywhere on the internet". Her first statement has nothing to do with anything. We went to the major booking sites and found nothing there. The employee told us "If you want, you can complain, I won't lose my job because of you because you don't comply with the hotel's policy". Dear hotel staff and management, we are an elderly couple traveling with our dog and we always comply with the hotel's policy. We have never broken a single rule of any hotel, and believe me, we have traveled all over Europe and have been to dozens of hotels. The normal way is to be informed about your policy regarding our pet when we check into the hotel. If you missed it, then in the morning, when everyone saw us, that we had a dog, someone could have come and informed us. We would have gladly followed your every regulation and policy. But to drag us from table to table and from place to place and only allow us to drink our coffee outside and not have the breakfast we paid for is a bit unacceptable. Despite the first impression of the hotel, which was very clean and welcoming, we decided not to stay a minute after the shame we were subjected to and to leave.Many people travel with their pets and believe me, these are disciplined people who do not break the rules. All these people know that there are restrictions in hotels, that despite everything there are people who do not like pets, etc., but if you are a dog-friendly hotel, then be one. We will follow your policy and will not interfere with anyone. But what happened to us, I hope will never happen to other people and the shame and embarrassment that we had to experience will not happen to anyone else.

Dog NON frendly hotel

Hi GrandTour34812784978,

thank you for the super detailed and enthusiastic feedback! 😊 Great to hear you loved the breakfast, the bar, and the team, especially Mara and Evan. We’re already looking forward to your next visit!

Lukas

Hello buddies 
I want to share my experience  with you for this super eco-friendly hotel 👌 and very friendly staff!!
Location  spot on
Breakfast with no ending  eating all these yummy and high  quality  standards Müsli, cheese, the local honey, the self-made eggs, and the super variety of  fresh daily bread!
Mara and her lovely  team are always happy to help and make the buffet  spotless clean and full!
At the bar, you can enjoy tasty goodies for quick hunger 😋 and have a chat with a lovely  man, Evan..so joyful 😀 

We will definitely visit again soon 

4.3/5

Explorer Hotel Stubaital

4.3/5

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