Devastated. Really disappointed in Australian tourism and hospitality. Booked a two night get away with my son and two grand daughters- the youngest being autistic. I specifically booked and paid a month in advance, through Booking.com, a larger room with 4 beds and fold out sofa to give my son a break and all of us space to move. Following the booking I made it clear to Alpenhorn via email i was travelling with my son and 2 grand daughters. On arrival, Alpenhorn allocated us a miniscule room with double bed and 2 bunks and refused to accept I had booked and fully paid for a larger room. Flat out denied there was even an option on Booking.com to select room configuration. Their solution was to make up a fold out bed squashed in a corner of the room that essentially joined the bunks & double bed leaving approx half metre sq for the 4 of us to manage any activity out of bed. They suggested I basically suck it up and email management. I suspect they bumped my booking for a longer week booking.. Breakfast was ordinary. The rooms tiny - 2 star at best. Couldn't and definitely wouldnt recommend it. And definitely check Alpenhorn is actually allocating you the room you paid for.…
Unfortunately we had a very unpleasant experience with the Alpenhorn Lodge in Thredbo. The room was filthy through and through and really not suitable for anyone to stay in, the beds were smelly and dirty and the floor smelled of sick. The food was inedible and the service terrible. Then to top it all off, the owner actually yelled at my wife infront of our young children when we politely asked for a solution. This place is definitely not family or child friendly as they proclaim to be.
My family of 4 stayed for 7 days in early December. On arrival we were greeted warmly and upgraded to a larger room. The first couple of days were rainy but our room was cosy with lots of heaters and blankets supplied. All facilities were supplied as advertised including tea and pod coffee maker and a good quality hair dryer. We also used the BBQ on the back terrace. A complementary bottle of wine on arrival was much appreciated as was the ever attentive service of Daniel, including some great chats. Nothing was forgotten and no request too hard. A great location, close to restaurants, shops, the Village Centre (3 minute walk) and ski lifts. Overall, our stay at Alpenhorn was a big part of our enjoyment of our Thredbo holiday.
As others have said ……. DO NOT EVER STAY HERE - Awful service by awful people We are down more than $4,000 ($12,000 all up for 3 families) due to Covid restrictions and the lockdown in Sydney…. They have shown no interest in being reasonable - will not refund or roll booking to winter 2022 - only offer has been comically a summer stay which is 1/3 of the price of winter rates in lieu of skiing in August! I never thought a business would treat its customers with such contempt and profit out of the COVID situation when so many people are facing hardship. Other Thredbo resorts are offering refunds or Winter 2022 alternatives and not hiding behind t&c’s that they “remained open”, despite Sydney residents not legally being able to access Thredbo. The owners have not bothered to surface, and resort has refused to return all calls, emails and will not engage with us in any way. No wonder there are such negative reviews here….. Wouldn’t usually post a review but the service and attitude of this resort was so appalling I have felt compelled. Stay elsewhere to avoid the nightmare I am going through.…
I made a booking at Alpenhorn Thredbo months back when there were no covid cases. Sometime before my booking dates, sydney went into lockdown and still is. Although the booking was non- refundable, govt lockdown policies cant over ride their policies. They offered no help no refund and just refused to help in any way. I contacted booking.com multiple times and emailed as i had made the booking through them. They continued insisting that it was up to the hotel. On booking.com website there are policies for covid affected circumstances like lockdown which clearly state that in that case, the customer is entitled to a refund. I have lost count of how many times i have contacted both parties but have just received no help and absolutely horrible customer service. I am so disappointed with their level of customer service that i would not want to book with either of them ever again. Everything is so unpredictable and i dont know when i cant next visit and plus this added experience, i want a refund. Almost $1100 in accomodation for 2 nights is not a joke. I would not want a voucher either (never offered by anyone) due to this experience and also because prices constantly fluctuate and i would not want to book with the voucher having paid more money for something which is way cheaper then. They also put up my booking as a no-show and kept all the money even though they are well aware of the lockdown and had been informed about this several times in July. I am so disappointed and will be taking legal action and exposing them on social media so that people are well aware of such scam. IF I COULD, I WOULD GIVE ZERO AS A RATING.…
NEVER SUPPORT THIS BUSINESS They do not care about the travellers to the region that have been restricted due to COVID health orders and have refused refunds. Our booking confirmation form has no mention of it being non-refundable and despite this the NSW Government is forbidding our travel due to the current health orders and Emily on the phone told us TOUGH We try to support Australian Tourism as we understand how having a small business has been affected by the restrictions but this hotel has no compassion to others doing it tough.
Great Lodge! With CV19 lockdown Angie helped me modify my booking to a smaller room as half or our party could no longer attend. Angie and the team were very friendly and super helpful. I had my room upgraded to provide a little more space for our stay and to my amazement had a tube of liquid nails available when I asked to help me do some desperate repairs on my snowboard boots (gluing soles back on). I thought I'd have to drive back to Jindabyne for sure to get some glue. My Son and I had a wonderful stay.. Thank You!!
My son is currently locked down in Wollongong and my daughter and I are from QLD, we planned to fly to Sydney and then drive to Thredbo but the border lockdowns stopped that. We did book a non-refundable room for three nights many months ago when covid seemed to be well under control, however Alpenhorn refuses to answer any calls and refuses to discuss any change of date with Qantas who the hotel was booked through. This is a lot of money for us to lose and it was a chance for my daughter and I to spend some quality time with my son who we have seen very little of since covid began. Please do not book a non-refundable room with these people, there are many reviews on google of people experiencing the same problem. I booked this place because of the good reviews on Tripadvisor but it is not the place described in the reviews on here. We have lost our money, just make sure you don't as well and book somewhere else.…
A lovely warm welcome by friendly staff. Spent the opening weekend there , our room was comfortable with a fabulous outlook. Breakfast was superb and a great way to start the day. Loved that we could move around the lodge and meet up with friends in other living areas. Would definitely return .
My hubby booked a weekend away at the last minute and this place was pretty much the only one with availability. It was a little expensive, but you can understand why as it is seasonable. The room was dated and tiny, but comfortable. The hosts were lovely, friendly and really great to chat to. The complimentary breakfast was simple but hearty - a good start for the day. Thredbo itself, is a delight. A close community feel with lots to do and great places to eat. For a quick and delicious meal, you can’t go past the burger place. There are lots of other restaurants within walking distance which I love! At home we drive everywhere, but in Thredbo, we walked everywhere as everything is pretty much within walking distance. It is not my first visit and we will definitely be back.
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