Chasa Castello Relax & Spa in Samnaun

This was one of the worst hotel experiences we have ever had.

We initially asked to cancel our booking due to genuine personal reasons. Despite explaining the situation clearly and even with Booking.com stepping in to help, the hotel showed absolutely no flexibility and refused outright. No empathy, no professionalism.

From that moment on, we were repeatedly chased with messages about arrival times, codes, and instructions. It felt controlling rather than welcoming.

Upon arrival, the woman at reception was cold, strange in her manner, and immediately made us feel uncomfortable. There was no attempt to make us feel like guests — more like an inconvenience.

The pool area was completely inappropriate for families. Naked adults around the pool with children present. This is NOT a family hotel and should never be marketed as one. The atmosphere felt uncomfortable and frankly disturbing. If you are travelling with children, stay far away.

The next morning, while having a quiet breakfast, the same staff member publicly accused us — in front of other guests — of stealing another guest’s ski boot. No evidence, no discretion, no apology. Our privacy and dignity were completely disregarded.

She later returned AGAIN to complain about our children being “too noisy” and repeated the accusation about the missing ski boot. At this point it felt like harassment.

To finish it off, her final words were:
“I don’t care, I have many guests, we don’t need you.”

That statement alone sums up the hotel’s attitude.

This place has zero respect for guests, no understanding of families, and shockingly poor customer service.
If you value professionalism, privacy, or basic human decency — avoid this hotel at all costs.