Verified review
2/10 Poor
Iain
Nov 25, 2025
I booked my room with a prepaid rate. Having already booked, I was told that there would be no one on reception to receive me so I would have to go to their sister hotel to receive my key. This turned out to be a 15 minute walk away, hugely irritating as I arrived after dark in a new town by taxi. I was then told that the spa/sauna facilities were not working at the apartments and so I would have to use the facilities at the hotel, just not convenient at all. Once in my room, I found the TV was not working, the remote control was disgustingly covered in someone else's food, the soap and shampoo dispensers were empty, and I was given one single duvet and one small pillow (for a double bed). The only route for me to complain was by text as no one was on reception. The TV got fixed the next day (I was only staying 4 nights), but I was told as I was staying by myself that I only got 1 single duvet and 1 pillow. They also advertise a morning bread service but as there was no one at reception to take the order, I couldn't use that. I was told 2 days later that I could order that via the sister hotel, kind of pointless to then be told that with only 1 day of my holiday left.
These guys could not care less about their guests. Completely lacking in any kind of attention to service, and insulting in their response. They eventually offered me EUR32 in compensation on a EUR 700 stay. Insulting to say the least.
Stay away from VAYA Kaprun