Aparthotel Ursprung

Great place to stay, spotless and like new Staff lovely.

We are very disappointed by behavior and unprofessionality by the staff of Aparthotel Ursprung. We came to Ursprung on the 12th of December (2018) planned to stay there for 4 nights. We paid half of the price in advance (229 eur). There was 3 of us (me, husband and 1year child). Hotel and rooms are very beautiful. Unfortunately smell in the room was really horrible and we were not able to sleep and i had headache most of the day. This toxic smell needs to be unhealthy and strong especially to our daughter. We decided to cancel our stay there, but unfortunately reception was off around lunchtime so we came there at the afternoon opening. We wanted to pay for 1 night altough sickness and headache we had. Receptionist charged us all the deposit=room+cleaning+some extra charge! Then printed us unclear bill and she said she could not do anything for us, because she is only staff of the hotel (but actually she is mother of the owner of the hotel!!!!). Her advice was to stay 1 more night, so obviously thinking only about cash, she didn’t want to give us back. We´ve been travelling a lot and this approach is one the worst we´ve ever had. We had horrible night which costs us 230 eur, which doesn´t make any sence (especially cleaning and extra charge!).

Newly opened hotel in good location (very close to Planai main lift). Rooms are nice with living room and bedroom. You can park in garage with high ceiling so no prob to get in with skibox. Unfortunately this pros were absolutely overshadow by arrogance and unprofessional staff together with horrible smell in the hotel (due to new equipment) that makes you sick in few hours and have headache for more than a day. We came there with our 1 year child, planning to stay 4 nights, paid deposit 229 eur. Due to mentioned aggresive strong smell (that needs to be very unhealthy especially for children) in the room we were not able to sleep for whole night, despite fully opened window - didn't help. We had headache most of the next day. Around lunchtime we decided to cancel our stay, because our headache and pain in nose and throat was getting worse. Unfortunately reception is off around lunchtime so we came there at the beginning of afternoon opening. I was willing to pay for 1 night altough sickness and headache we had (hoping my child is ok from aggresive smelly night). Receptionist charged us all the deposit=room+cleaning+some extra charge! Then printed us unclear bill only with "stornofee" eur. We had horrible night which costs us 230 eur - are you serious (especially cleaning and extra charge!)?? Instead of apologize and way to find some fair price was more then seen approach to grab deposit the money despite of very uncomfortable night - in hotel of this level should no be solved this way. Never seen so bad aproach. Receptionists also told us they are “only” emplyees and can not to solve it which sounds very strange in fact it is family run business. Argued that they’ve already lost money due to big demand and fully booked hotel - sorry, but not my business, if your rooms were ready for living as in normal hotels we would stay there. Open unprepared hotel (few rooms in our floor were still under constructions) only to gain as much money as possible is not good start. I also wrote the owner of this family run hotel and as expected got same answer as from reception. To sum up, in few months smell from the room hopefully vanish, but the arrogance and non-client approach stay there.