Hotel Trofana Royal

In the hotel, there are many advantages, but also significant drawbacks. For the money you pay for your stay, you need to be aware of some nuances we have encountered. The hotel is quite full during the season. When booking rooms, clarify their location or which building they are in. We paid a standard amount for double rooms, but they were facing the garages, parking spaces, the dumpster of neighboring apartments, the thoroughfare, and, in general, all three family rooms were not close!!! Living with children, and we have three, this is extremely inconvenient. When questioned about the room arrangement, the answer was that we booked late, which is generally untrue. The truth is that I didn't specify where and how the rooms should be located. If you have a child, check the bar or lunch bill. We faced the inclusion of adult menu prices in the cost. They also tried to argue that the order was for an adult. Luckily, it was a one-time occurrence, and the problem did not repeat. The hotel has an amazing spa area! It is worth every euro spent. All pools are heated, cleanliness is maintained, and there are enough towels and loungers. However, there's an issue with the cleaning staff. In our case, children playing in the pool spilled water into the walkway. Not our children. And the cleaners pushed the water back into the pool! Right at the moment when my husband and younger son were swimming in it. Not into a drain, for example, in the shower, but into the pool!!! It was just disgusting! Of course, we spoke to the manager, but the fact that such things happened for the cost we paid was awful! And it's incredibly demotivating. I will separately tell about dinners at the hotel. They are outstanding, with a very delicious cuisine and young chefs. An ideal team. And a dreadful rude hotel maitre d', welcoming guests. He exhibits a strange reaction to foreigners. My husband doesn't speak German fluently; his main language is English. So this gentleman's reaction to English is very specific: in our opinion, he is rude and impolite. His role is to invite and accommodate guests, not to wave his hands at them or overreact to a language he doesn't like. Surprisingly, after the conversation with the hotel manager, there were no compromises, compensations, or even pleasant actions. Moreover, I had been to this hotel with children before, and we had not had a similar experience. We were satisfied with the hotel, which is why we booked it again.

I fully agree with the review made 3 weeks ago by Mr. M who said that for paying 900 euro per night you must be grateful that you are here . And 4 weeks ago Ms. Katerina wrote they received room with a very bad view. I wished I read this earlier…From my experience, for 1047 euro per night be ready to receive the deluxe room (not even standard room) on the first floor with “road view” and receive sarcastic official letter that it’s your own fault ( so, do NOT rely on the hotel , If you think they just give you a nice room as granted . If you will NOT say it in advance , you can receive the worst they have , and you still will pay the full amount ). Just making money in ski season . Attached is the official letter received from the head reception . Is that really the way to treat guests in 5* star hotel ? Working for more than 15 years in tourism, it’s the first time I face situation when hotel even refused to make compliment to the guest in such situation 🤷🏻‍♀️