Alpenresidenz Buchenhöhe in Berchtesgaden

Nice and peaceful hotel surrounded by nature — perfect for a relaxing stay.

Overall experience was good, but one front desk staff member spoke to us disrespectfully on our second evening. While sitting in the lobby with my kids, we were questioned about our room number in a way that felt suspicious and unwelcoming.

A small incident, but it affected our impression. With better customer service, this place could be excellent.

We stayed one night at the Alpenresidenz Buchenhöhe in Berchtesgaden with our two young children after a long drive from Strasbourg. We found the rooms clean, spacious and functional for our short one-night stay in the breathtaking Alpine region of Berchtesgaden. The views from our room were beautiful and it felt refreshing to take in the clean and crisp air after our previous city stay. Breakfast was varied and adequate (but for the over salted savory food which was unpleasant). We enjoyed the fruit and our children, the local pancakes! Our experience was somewhat sullied by the lack of hot water in our rooms (which seemed to take about 30 mins to heat up as only one out of the four of us managed to enjoy some hot water). We immediately flagged the issue to the gentleman at check in on arrival. He was apologetic and did the best he could to fix the issue, albeit temporarily (and for one person). Unfortunately, we ran into the same problem the next morning. What shocked us the most however was the unfriendly and rigid response of the lady at the reception when we asked for a monetary gesture for the inconvenience on checking out. Her initial reaction was one of scepticism (as if we were making the story up) followed by an abrupt "we do not give discounts here" and "oh but everyone at the residence is showering at the same time". We value client service as much as comfort and having travelled extensively around the world, we find that the customer experience can completely transform someone's stay, regardless of the class of the hotel or residence. For completeness, we note that when we did pay the bill, a 10% discount had been applied. It is only a shame that a customer was made to feel bad before such a gesture was extended to us. It is the little things (such as a smile or an apology) that go a long way. The lady in question may well benefit from upskilling in customer service.