Hotel Montis — Schönblick in Brunico

Not a 4 star guest experience.

This is a tour bus hotel and not worth the price you pay as an individual guest. Our three night stay started terribly and didn't get any better. First of all their booking.com site was hacked so we were sent messages through the booking app asking to fill in credit card info and passport info ahead of checking in. We did this as assumed the booking.com app was safe. We ended up having to cancel our credit card, have sent our passport info to scammers, and this caused problems at our car hire as well as we didn't have the credit card. The hotel didn't think to message those with bookings saying do not respond to any messages from us. When we phoned and asked, the receptionist said it happens to them all the time. So why don't you think to let customers know before they get scammed??

Secondly, I had a freshly broken ankle and was given no assistance. A room down the end of a corridor about 200m from the lift, with steps, a table at breakfast the furthest possible place away, we had to ask to get it changed and at first she just laughed. A customer ended up offering to swap with us as they felt bad, but the breakfast host did then move us for the second day after we asked again. (There was only three tables at breakfast when we arrived so we easily could have been sat closer).

I phoned ahead to let the reception team know of my situation, explaining I am in pain every time I walk with crutches, thinking they would be able to put adjustments in place. We were given a stool for the shower but the shower gap was tiny I could barely fit in. I wasn't given any assistance at the bar for example, or any help to get anything. As we couldn't use any of the facilities at the hotel, I thought they would at least check if they could help me get a drink from the bar etc/order room service, just the basics, but I was stuck in my room for two days.

We were really looking forward to this hotel as it was very expensive, we thought it would have 4 star customer service, and would make life a bit easier for me while I wait to get a flight home, but this was an expensive and unpleasant experience.

Not to mention the 20% additional cost to bring our dog!

Would not recommend this hotel, and will not stay again due to awful customer service. I will put in a proper complaint when I have the energy back.