Gut Berg Naturhotel

“Mixed feelings”

We stayed here for a week during our family ski holiday. I found positives and negatives about the place and as someone who worked in hospitality and currently working in customer service I have to say that the hotel has great qualities but also areas to improve. I will start with what we loved: 1.… more

We stayed here for a week during our family ski holiday. I found positives and negatives about the place and as someone who worked in hospitality and currently working in customer service I have to say that the hotel has great qualities but also areas to improve. I will start with what we loved: 1. Fabulous location in mountains, half way from the slope with great vues and the excellent advantage of accessing the ski resort with your ski on! 2. The hotel has a nice atmosphere,smartly decorated, rooms are clean with everything you need and great access to pool and spa. 3. Some staff was very friendly with a good understanding of what customer excellence means and I would like to mention here Mario and Teresa who although could not speak great English knew to smile which is an essential in customer service. Also the gentleman who was preparing eggs at breakfast provided us with excellent service. 4. Really enjoyed the sauna and the oils and creams available with the acces outdoors to admire mountain and enjoy fresh air. Our child loved the pool. 5. Nice touch was to organise a farm visit which children deeply enjoyed. 6. Play room for kids - good facility for a hotel which welcomes families. However, there were couple of aspects which just did not work for us. 1. The rapport quality-price was not the best. The hotel is quite expensive which made us have very high expectation of the place in terms of food and services. 2. The food altough was generous and varied was average and not a higher class you would expect for the price. As mentioned, the issue was not the generosity and variety but rather to do with the chef choice. Owners should consider someone with a more elegant vision. 2. Some staff in the restaurant was rude, not helpful at all and at times ignoring us. A good example would be Gunter. 3. Altough the hotel welcomes families with children, staff felt very unfriendly towards them (except the gentelman who showed us the animals). I would mention complaining one evening that they are loud,altough they were not at all doing anything wrong apart from playing a game nicely at the table. If you want a perfectly quite place then have a family corner and an adults only one and don't ask children to behave like adults. But I assume this is a cultural difference in a way. Also, not really looking after them with any personal touch and charging me one evening for a glass of milk which was disappointing taking into account that he could have milk in the morning for free and the farm had its own cows. Little gestures make a difference when it comes to customer service! To summarise, the place has great pluses and as such we had a great holiday. To be an even better hotel, I would recommend the owners to give more importance to personnel and their service as the customer needs and must be at heart of everything they do and this is not the feeling you have there. I take this opportunity to thank you for our stay and hope you will find our feedback constructive.

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