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Reviewed February 20, 2018

i have spent 4 days in this cosy hotel in Ortisei and i and my wife were very sad to leave.
The room was huge and very clean, the personnel very nice and kind, you can see that the owner takes really care of all the details.
The highlights for me: the sauna area, the nice small swimmingpool with a big window facing the mountain, the large and rich breakfast and the wonderful food at dinner (at a very reasonable price). We will definitely be back!

grazie mille e ci rivediamo l'anno prosssimo! saluti dalla Svizzera, Marianna e Antonio

Date of stay: February 2018
  • Trip type: Traveled as a couple
    • Sleep Quality
    • Rooms
    • Service
Thank antoniotram
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 15, 2018 via mobile

Let’s start with what’s good: it’s a beautiful property slightly outside of Ortisei, decorated well in the traditional Tyrolian style. All the staff are really nice and fairly attentive (especially in the restaurant). Spa is modern but mostly empty.

The comments about the owner in other reviews are accurate. I think the theme that runs through of the management of this place is that the manager runs it for himself. On the first day of skiing I was ready to take their shuttle to the lifts and a staff member jumped in front of me and was driven to town before I was taken to the lifts. The first night we ate in the restaurant of this “adults only” property, we found the restaurant had a number of children with their families. This repeated each night. We enquired about the advertised “adults only” to the manager, Markus, who told us that most of the kids were part of his family that were visiting for a few days. So apparently it’s adults only unless you’re a friend of the owner. Other lower star issues: no consist turn down service, frayed bath towels, many dogs including a lovely one of the owner’s (BTW I love dogs), sparse refills of toilet paper, tissues, etc. Ski room is tiny and smells bad.

There are many rules posted like no phones at dinner or no laptops/iPads in the lounge but of course there are many. We have stayed in a few 5 star hotels in this valley and I would suggest going to the others in Ortisei before this one if you’re going to spend the money.

Date of stay: February 2018
Trip type: Traveled as a couple
Thank saglondon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
alpin, Proprietario at Alpin Garden Wellness Resort - Adults Only, responded to this reviewResponded February 16, 2018
Google Translation

Gentile Signora Morelli
Ho appena letto la sua recensione, e sono rimasto molto stupito, mi dispiace che il suo soggiorno presso di noi non era a sua gradimento.
Ci fa piacere che la nostra stuttura Le sia piaciuta.
Come Le ripeto la nostra struttura è adults only , i signori Olandesi che erano presso di noi nella LOUNGE al pomeriggio, apposta prendono gli appartamenti al Alpin Chalet e vengono solo a bere qualcosa al pomeriggio con i nonni (che allogiavano qua) presso di noi. (dato che per anni sono venuti presso di noi ma ora non possono piu alloggiare qui)
Invece i Signori N., famigliari di mia Madre cenavano apposta nella stube gourmet non nella sala principale dove cenavano loro.
Il commento su di mé non l’ho capito, gestisco la mia struttura da anni e ho iniziato il tutto con un piccolissimo B&B pertanto ne sono fiero che alla mia etá sono riuscito a fare quello che ho dando lavoro a piu di 25 persone.
Per i cellulare in sala ristorante preghiamo di non usarli, ma anche qua non posso vietare niente altrimenti la gente dice dinuovo che sono cattivo……
Che nel orario della pulizia delle stanze nei corridoi ci siamo i carelli con carta igenica, biancheria ecc... mi sembra una cosa ben normale.
Nella Skiroom abbiamo per tutte le stanze un armadietto privato con il riscalda- scarpone per ogniuno all interno, che non odora di lavanda....be sara un po difficile anche mettendo diffusori di profumo in giro.

Lascerei volentieri fare il mio lavoro una settimana a loro, cosi vede che accontentare tutti è difficile.

Comunque ritengo tripadvisor un sito che puo rovinare tante passioni nella vita e nel lavoro, che porta tanta delusione, e che un albergatore diventera una sagoma finta e falsa con un sorriso stampato e non piu una persona vera e reale con l'amore per questa professione.


Distinti saluti e grazie di aver alloggiato presso di noi
Markus Hofer

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 16, 2018

We visited this hotel for the third time in a the last five years. What a surprise to see the change in the quality of the service and the owner´s(Markus) behaviour. We started the visit by check-in which my mother did at the reception and in the meanwhile it was me together with the hotel´s driver who was taking out the luggage from the car. When I entered the hotel, Markus did not say hello to me, which did not happen during the next three days either. During the first breakfast served we were given a check for the dinner from the previous night. When we asked why(having booked a half board) we were told they will check. In the evening we were told by a very nice waitress that everything was checked and that it should be allright now. No apology. The next morning during the breakfast we were given another check this time for the afternoon snack(which is also part of the half board). I went to ask at the reception why. Markus started the conversation by telling me "that he is just a human and makes mistakes like I certainly do". Sure, I do make mistakes too. But I do not yell at my guests at the reception. I am also able to say "I apologize, it is our mistake". Especially if I am an owner of what is supposed to be a 5 star hotel. I was explained by Markus that people like us are people that he stands in his hotel for a week but "hopes they will never come back". When I asked if he was aware of the fact that I was in his hotel for a second time(and it is actually third time! my mistake, I apologize) Markus went away without saying a word. That´s to make clear what the service is about. Feeling welcomed is certainly not what I would use to describe our feelings during our stay. The room/room service: broken shower hose, no bathtub in the bathroom in a superior room. The evening turndown service happened twice during the week. We were left once without any toilet paper, twice without providing a new paper tissue box. When run out of toiletries new were never provided.
As said in many reviews above, the hotel might have 5 saunas, two swimming pools, 9 course-dinner-menus and an owner in a jacket. But the most important part of a 5 star hotel is not there-a smile, a greeting from time to time, making your guest feel special(cause he paid you 450 EUR per night, not necessarily because you like him) Because that is what excellent hospitality service is about, Markus.

Date of stay: January 2018
  • Trip type: Traveled with family
    • Location
    • Sleep Quality
    • Service
3  Thank Leona R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
alpin, Proprietario at Alpin Garden Wellness Resort - Adults Only, responded to this reviewResponded January 17, 2018

Dear Mrs Rothova,
thank you so much for having stayed with us even in this winter. You left this morning and anxiously I was waiting for your review.
This year your holiday is just bad game ... but I would like to put things in clear!
On your arrival I only saw your mother, I did not see you, the check-in was done by the receptionist, who asked for the documents also explained everything and said that he can leave the car keys that we will take care of the suitcases! you later told me that the suitcases had to do it alone ... we do not know.
The same evening I went in the restaurant and was at your table too, I said good evening and good dinner!
The superior rooms as described on our website do not have a bathtub, if one needs the bathtub, just check it when booking! The evening review the girls did it every night except the first since they had just arrived half an hour before (we asked for confirmation every evening to the cleaning women). We apologize for toilet paper if it has been forgotten. For the shampoo we give a set of shampoos ... we also have the same quality in large bottles well 2 times in the bathroom one in the shower and one in the bidet for ecological reasons we do not see to put a tide of small bottles around.
When we realized that on our schedule your booking is for us only with breakfast we said that we check your online booking and we will let you know.
We immediately canceled the dinners that were wrongly charged, unfortunately the boy in the afternoon had not been informed and had also charged the snack, which for me Markus the next day I immediately canceled before you came to the reception very irritated, I am excused explaining you that I had already noticed and that I had already reversed ... you continued that this can not happen ... ..and I said that even my boys are only human and can make mistakes without altering ... .. I am altered when you gave me the "stupid owner" and that the problem in this hotel is me !!! At this point I go ... OK that the customer pays but to a certain point humanity is worth more to me.
However, as you also reported you work in the hotellery ... I would really want to come and visit you and check if you are so perfect!
With best regards
Markus Hofer

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 21, 2017

My review would have been definitely positive if this hotel kept it simple: a 3 or even 4 star hotel. But when it is publicized as 5 star hotel, you start looking around for extra touch and this place doesn't offer the extra for that one star more.
The price though was definitely a 5 star hotel!

Date of stay: May 2017
  • Trip type: Traveled as a couple
    • Value
    • Rooms
    • Service
2  Thank katiazaza2016
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 12, 2017

Direct quote from Marcus (the manager/owner?): "You're not paying enough for me to do that." That was spoken to us as part of a tirade after we had politely asked for more information about an amenity. He jumped to the conclusion that we had demanded something unreasonable when we hadn't actually asked him to do anything. Rest of staff were fantastic and room was nice, but -- to be honest -- that interaction with Marcus really left a terrible taste in our mouths. No customer deserves to be treated that way.

Date of stay: June 2017
  • Trip type: Traveled as a couple
    • Sleep Quality
    • Rooms
    • Service
3  Thank plainjh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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