Elaya Hotel Steinplatte Ehemals Kuhotel by Rilano

We have stayed at this hotel several times before, but this time we were very disappointed with the experience. Prices have increased significantly, while the facilities have noticeably aged. Even the playroom is affected: there is very little equipment, although the room is large and has a lot of potential. The buffet offered very few options, and that for a price of €41 per person without drinks. The pool was also quite cold, both indoors and outdoors. What was particularly annoying was that the prices for dinner at the buffet were incorrectly displayed, which led to additional costs of €30 in the end. Unfortunately, we had to bear the cost of this mistake. The discussion with the lady at the entrance about this was very unpleasant and left a bad impression. We had felt much more comfortable during our previous visits, but unfortunately, many things were not right this time.

Seems like it is a 4 star hotel, you expect modern rooms, not broken items, but thats not the worst. We booked the hotel because they advertise it with an outdoor pool with a view, we went for an anniversary. Nobody told us it will not work at all, they never asked us if we would like to reschedule neither tried to compensate us which we asked. We had to leave because we only had 2 days off from work and wanted to spend it in a warm pool outdoors which was impossible there. The inside pool is so cold we could not enter. They say they will not compensate because the inside pool worked, I dont know who would like to enter in a cold weather to a cold pool and feel like thats worth the money because thats not. Receptionists say they cant to anything for you. You can wait the manager who they can not tell you when to expect, they do not care at all how you feel there and what was your expectation for your money. We have been travelling a lot but never experienced such a shameful customer service. We left after 1 night and they made us pay for our cat another night which she never slept there as we obviously left. You think you can expect care and any type of customer service for paying guests but you cant. Dont recommend at all.

WARNING, WARNING, WARNING! Think at least twice before you book this hotel! Recently the hotel had a name change into ELAYA Hotel Steinplatte, a horrible organzition you will read bellow When we stayed in the hotel it was still named Ku hotel. Unfortunately the manager Mrs. Winkler is definately not guest friendly. The 9 days we stayed in the hotel, we have requested on a daily basis to speak to her. Every time she was to busy to come to the desk! Instead she asked the main waiter and had to speak to us. It feels like a kinder garden and in definately very unprofessional! He was not in the position to do anything except to withdrawal a few non alcoholic drinks. Published on the website during our stay: Jeden Abend von 18:30 bis 20:30 Uhr servieren wir in unserem Restaurant entweder ein abwechslungsreiches 4-Gänge-Menü oder das Abendessen wird als Buffet angeboten. Every night buffet is not what we expected,and the excuse was, the restaurant is to busy. You feel the attitude under the staff in the whole hotel. The take over by ELAYA made everybody moody and feedback to us was, nothing will change also the rooms remain as they are because ELAYA group have no money. Hardly one third of the restaurant was booked at the time! After this very bad experience and bad holiday we decided to write an official complaint. On the day we left the hotel we requested again to speak too Mrs Winkler but again she was not available. You do not threat guests this way. With the previous managers in the last 10 years we never had an issue, simply because the hotel met the four star standards! Than the lying started from Mrs. Winkler when she got colt feet. According to her we had complained every year! When I spoke the Regional Manager of Österreich of ELAYA hotels he told us Mrs. Winkler told him. Proof was never shown by Mrs. Winkler simply we never had send other complaints in the previous years! But it became even worse Mrs Winkler suddenly came up with a story that we had received several discount vouchers?? Same story, one big lie, we never visited the hotel regarding the dated vouchers! Ridiculous and extreme rude to make this up! Also the Regional manager did not step in to clarify this. This is certainly not the way you treat customers! But also the management including the CEO of ELAYA is not willing to apologise for this unprofessional behaviour and at least to do something to get away this bloody shame and negativity for the hotel! They don’t care and regular guests are not welcome. The hotel is with the change to Elaya downgraded to very low standard and the current new price is way too high for the current quality and level of the hotel. You can find several other hotels in Waidring who are much better in their attitude, service and in particular a much better dinner. ELAYA hotel Steinplatte is not the place to be if you want to have a pleasant ski holiday!