Hotel Residence Rose

We booked a family suite at this hotel many months in advance for a 5 night stay with half board, at the substantial cost of €2178. However, somewhere along the way our plans changed and we decided to go to a different town, but unfortunately I forgot to cancel our booking. 6 days prior to arrival I realized my mistake and canceled, then immediately wrote to the hotel to see if they would work with me to rebook the room to avoid a total loss of our money, since the cancellation policy stated that if we cancelled 8 days prior we would get 50% of our money back, but at 7 days we would lose everything. Given that cancellation policies exist to protect hotels from last-minute vacancies, I hoped that the business owner here would be kind and fair, and return my money if he was able to rebook the room, since he had almost a full week to do so, and the travel business has rebounded from Covid so there were many people traveling at this time. Sadly, the owner refused to work with me for a solution that would benefit us both. He immediately charged my credit card for the full amount of our stay, including the half board (he said this was to prevent me from canceling the credit card I used to make the reservation, in order to prevent him from collecting the money). When I looked at the hotel's website to see if they had been able to rebook our room, the website showed no rooms available. So either the hotel rebooked our room and made double the money for the week, or they chose to not even try to fill their hotel and simply take a rest with one fewer guest room occupied. In fact, in a series of increasingly unpleasant emails, the owner even admitted that he had given our room away as an upgrade to another guest, since our room had been the nicest in the hotel. I tried one last time to reach a compromise with this hotel - I asked if they would return the money we paid for half board, and also the difference in price between the room we rented and the room the other guest had booked, since the other guest ended up staying in our room! The owner refused, telling me it was my mistake and he had no obligation to make any effort for me. True, he had no obligation. But I've never encountered someone in the service industry who cared so little about trying to make a customer happy. I will take my business elsewhere in the future, and want to warn future travelers that if they choose this hotel and have some kind of issue, they are unlikely to find a sympathetic host.

Abbiamo soggiornato con formula mezza pensione. L'hotel è molto curato e pulito, sia nelle aree comuni che nelle camere . La piccola Spa , al piano - 1 , comprende una piscina, una vasca idromassaggio, sauna, bagno turco e sala relax, molto ben tenuta. La cucina è ottima e varia, sempre previsto il servizio a buffet sia a colazione che per gli antipasti a cena. Il personale ai tavoli è molto gentile e attento. Servizio sempre veloce. L'unica piccola nota negativa è che le stanze che danno sulla strada sono un po' rumorose, d'estate con la porta finestra aperta si sente il via vai delle auto. Per il resto il paesino Prati è delizioso, a pochi minuti da Vipiteno. Consigliato.

Das Hotel Rose ist immer wieder ausgezeichnet! Die Eigentümer sind sehr sehr herzlich und machen das Haus zu einem Wohlfühlort. Alle Mitarbeiter sind sehr freundlich, man spürt die gute Atmosphäre und alle fragen immer wieder nach, ob alles recht ist. Der Service ist daher eine 5/5, von den Hausdamen bis hin zu den Eigentümern. Alle Gäste werden zuvorkommend behandelt. Die Zimmer sind wunderschön, geräumig und gemütlich eingerichtet. Der Wellnessbereich ist großzügig, im Poolbereich und in der Sauna stehen immer freie Liegen bereit. In der Sauna gibt es darüber hinaus kostenfreies Wasser mit Früchten. Das Frühstück und auch das Abendessen lassen keine Wünsche offen. Alle Speisen sind immer frisch zubereitet. Es stehen Obst, Salate, vollwertige Gerichte und auch typische Südtiroler Gerichte zur Verfügung. Morgens trifft man seine Auswahl für das Abendbuffet und wir haben uns schon jeden Morgen auf den Menuezettel auf dem Tisch gefreut. Sollte einmal für die Kinder nichts passendes dabei sein, genügt eine Anfrage und der Koch geht gerne auf Wünsche ein. Wir waren vom 1.1.23 bis 8.1.23 im Hotel Rose und können die schlechte Rezession zur gleichen Zeit nicht nachvollziehen. Inhaltlich ist sie in vielen Punkten nicht der Wahrheit entsprechend. Wir möchten sagen, dass wir das Hotel und die Atmosphäre zu 100% weiterempfehlen können und kommen gerne wieder!