Theater Hotel in Salzburg

Very disappointing experience.

Upon arrival, we discovered that the room door would not close properly, which is a serious security concern. We immediately reported this to the staff, but were told that no alternative rooms were available.

The staff then suggested that we could leave and receive a refund, which we accepted given the situation. Based on this assurance, we booked another hotel and left the property shortly after check-in.

However, despite this agreement, we were later informed that the refund was denied. This is extremely frustrating, as we acted entirely based on what the staff told us at the time.

A hotel that cannot provide a secure room and then does not honor its own commitments is not acceptable.

Would strongly recommend avoiding this place.

Edit after owners answer:
There was indeed an error with the booking, but it was clearly addressed upon arrival at reception, and we checked in without any issue.

We received the baby bed in the room and promptly informed your staff about the door problem(broken). They thanked us for reporting it immediately. At no point did we express a desire to leave—we specifically requested a room change.

Instead of handling the situation professionally, you chose to dismiss us. You asked us to leave under the false promise of a refund, which, regrettably, has proven to be meaningless.

Your approach demonstrates a complete lack of accountability and an unwillingness to resolve issues appropriately.

Fellow travellers:
We have since checked into a nearby, genuine four-star hotel (similar price range). Their staff have been highly professional, accommodating, and even felt compelled to apologize for the inconvenience we experienced—something that was clearly lacking from Theater Hotel Salzburg side.