Hotel Seppl in Innsbruck

Terrible service attitude, convenient location
Location is great, 5 minutes walk away from the tram station.

Room cleaning service seemed to forget to clean our rooms on the first night…

Service is terrible - my family was the only few Asians staying during that period and we felt a huge difference between the service attitude to us versus caucasians.

One night we decided to have dinner in the hotel, we showed up in the restaurant and was immediately questioned very rudely by a staff (short haired, chubby staff) whether we’re guests of the hotel. Upon saying yes, she commanded us to show her our keys and rolled her eyes. When other non-Asian guests show up, the service attitude is completely different and we were hurt by this experience :(

This is a nice hotel but be very guarded in the description that they give the individual bedrooms particularly if you book 'Edelweiss Suite' because they have a number of rooms that they assign the name 'Edelweiss' to. We booked a four night stay in the above suite based on the photographs shown on their website ie overlooking the mountains. When we arrived, we were allocated a suite at the rear of the hotel and above reception and whilst it was a nice big suite, it was on the opposite side to the spectacular mountain views; to be fair you could get a view of the mountains but not at all as spectacular as described. On arrival our room was not prepared, it had no towels or gowns which I had to obtain from the one member of staff that was on duty covering the bar and reception and I did say that the room was not what we had booked but was told to take it up with reception the following morning. I complained direct to my travel agent and the following morning the hotel did offer two alternative rooms to the front of the hotel with the views and they were nice but not the suite we had booked so they were smaller. As it turned out we found that our room had been allocated to someone else and I believe the room to the front is 101 and they were very happy having received a warm welcome from the hotel who had put balloons etc in the room as they were celebrating an occasion. This made it worse for us because we were celebrating our silver wedding anniversary and the hotel had been made well aware of this months in advance...we received nothing by way of acknowledgement and it was never mentioned. During our stay room service did not turn up on one of the days and unfortunately I had to complain when our evening meal was served cold but nothing was done about it because of the apparent language barrier. Having stayed in hotels around the world, I would describe this hotel as more of a three star and a very expensive one at that. I have made a formal complaint to our tour operator and no doubt the hotel will respond defensively but I stand my ground because the room we had simply did not have the views shown for 'Edleweiss Suite'

We booked thinking this was a luxury hotel, but it wasn't
- When we checked in there was a dark haired girl at the front desk, she told as our room number and nothing else (like dining hours, hotel ammenities, etc)
- The wifi wasn't working at all
- We had the smallest shower, we could barely get clean in there.
- We asked if we could dine one night and we were rudely told "NO!" We later found out that they prepare the food for the number of ppl who commit to dinner plans during the day of the dinner. Again, I wish we had been told about that by the checkin lady
- they had a practice of setting the keys out in the lobby. Since we were only given one key when we checked in, i assumed that there was only one key to the room. I was horrified to discover our other room key sitting on the peg board with the room number displayed on the key chain in full view of anyone who enters through the door of the hotel. For this reason alone we would never stay there again
- When we checked out, a different lady (who was much more pleasant) presented me with the full bill. When i said we had already paid it- she at first tried to argue with me but then she looked it up on ******* and (surprise, surprise) we had
- There were other instances where we didnt feel welcome - like being scolded for sitting in the wrong table for breakfast or afternoon snack. it was really annoying.
- it's such a shame b/c they have a 5 star location and view. They really need to update their procedures....