Amrai Suites in Schruns

Nice family room, but very inexperienced staff.
Grill restaurant was really nice, great local steaks.
Not good! Not Bad!

Amrai was a mixed bag for us.
The booking experience with Vivien was great and very friendly and flexible. We went with high hopes.
The rooms are wonderful. We shared a family suite and it was great space, big kitchen and had a cozy fireplace. But this is about it.

The big downside here is the service. We arrived on Christmas eve to a non heated room. Heating was turned off and window open with 18C in the room. While we put the heating on max it took 24h to get above 19C. We called reception 5 times and no one came to check this. They either forgot or the technician was gone.
We also had to wait 5h to get wood for the fire, which was the only thing we could use to keep us warm.
One of the days we had no cleaning and had to ask for towels.
The reception desk messed up our dinner reservations twice and left us with eating only after 8pm as they could not fit us in. There is numerous young staff, very new or there only for the busy period, which have no clue about anything. We never saw two people twice at reception, constant changing of staff which had never any note of what we had asked for previously.

The hotel facilities are also a mix. The grill restaurant is very good with professional service.
The menu restaurant has a very sad vibe in certain areas and very unexperienced staff.
There is no room service for food, except taking the 5 course for dinner in the room which is super inconvenient. So if you want a snack no chance.

The bar is basically the hotel lobby and has a very austere athmosphere. There was no Chirstmas vibe to the place at all and it made it very unwelcoming. Happily we had our own living room and did not need to hang around.

The spa is very dissapointing: extremely dark, has barely any views to the outside as most beds are like caves and is very uncosy. The water in the pools is luke warm and cannot be enjoyed in the outside in winter.

Schruns itself is a pretty village but there is little to do if not skiing. Winter hiking is very limited in the village and being in the valley there is no more sun after 14:30.

Overall i would not return to this hotel.

Summary:
A mixed experience in beautiful surroundings. Great facilities and location held back by service issues that could easily be addressed with better staff training and adequate staffing levels.

Details:
We recently spent a week at this hotel with our family, and while there were some wonderful highlights, the experience was unfortunately marred by service issues that prevented it from being the exceptional stay we had hoped for.

## The Positives

**Accommodation & Facilities**

Our room was absolutely fantastic - spacious, beautifully appointed, and felt brand new throughout. Having our own kitchen, sauna, and steam bath made the stay feel luxurious and convenient, especially for a week-long visit with children. The hotel itself is stunning, clearly well-maintained and thoughtfully designed.

The spa and pool areas are truly impressive, offering something for everyone. The breakfast was exceptional - varied, fresh, and high quality. We were also pleasantly surprised by the fairly priced ‘Jause’ and found the à la carte restaurant to offer very good value for money with quality dishes. It’s worth noting that the staff at the à la carte restaurant were exceptionally attentive and professional - a refreshing contrast to the general service experience elsewhere in the hotel.

**Location**
The hotel’s setting is absolutely beautiful, located in an area that offers plenty of activities both in town and the surrounding region. It’s particularly well-suited for families with children, with numerous attractions and outdoor activities within easy reach.

## Areas for Improvement

**Service & Hospitality**
Unfortunately, the service experience significantly detracted from what could have been an outstanding stay. From the moment we arrived, we didn’t feel particularly welcome. While we received a welcome drink, the check-in process was frustrating - we had to ask multiple times to complete our check-in and waited quite a while to access our room, despite the hotel not appearing busy at all.

Throughout our stay, it became apparent that the hotel seems understaffed. While individual staff members were friendly when engaged, the overall service culture felt lacking. There were instances where staff would avoid eye contact or walk away when they saw guests approaching, giving the impression they were trying to avoid additional requests.

**Communication Issues**
The front desk phone service was almost non-existent during our stay - they mostly didn‘t answer the phone, which became quite inconvenient when we needed assistance or information.

**Restaurant Booking System & Room Service**
The hotel operates a slot-based booking system for restaurants, which in principle makes sense to avoid overcrowding. However, this isn’t communicated to guests in advance, leading to frustration when families discover they can’t get a table without advance booking. This system can be particularly challenging when traveling with young children where flexibility is often needed.

Additionally, while the website advertises room service, the reality is quite limited - essentially only a 5-course menu is available for room service, with no other options. This was disappointing, especially during a week-long stay when you might want simple, quick meals delivered to your room.

## Overall Assessment

This hotel has all the ingredients for an exceptional experience - beautiful facilities, comfortable accommodations, great location, and good food. However, the service shortcomings and apparent understaffing issues prevent it from reaching its full potential. It’s perfect for a weekend getaway where you can enjoy the beautiful scenery and excellent facilities, but don’t expect the renowned Austrian hospitality and service standards that make a stay truly memorable.