Good facilities, terrible staff
Posted Aug 2, 2015
The hotel is in a good location, central, and having direct access to the public pools of the Therme Meran is a big plus. However, staff is bureaucratic and rude and they nickel & dime you for everything. Upon check-in they gave my son a wristlet for pool access, which at only 3 yrs old, he lost, of course! Upon check-out they charged us $ 30 for the loss. Nobody told us about this penalty upon check-in, otherwise I would not have entrusted my 3 yr old with the wristlet. I gave staff a choice at check-out: They can be customer friendly and simply forget about the loss of a $ 0.25 cost wristlet and thereby create customer goodwill; or they can be bureaucratic, insist on fine print and legalese and fine us a ridiculous $ 30 for a 3 yr old losing his wristlet, create bad will and lose a repeat customer for good. They chose the latter. That tells you a lot about attitude. We do not support bureaucratic hotels that forgot where the money comes from. We will not come back. Hotel is both, hardware and software. The hardware here is ok, but the software here (i.e. staff) stinks.