Hotel Schöntal

Dear guestThank you for your feedback. With regard to the points raised in your review, we would like to clarify the factual background.Our hotel was closed for Betriebsferien (seasonal break) from 30 October and reopened after Christmas. Your arrival date was 29 December, meaning the hotel had just resumed operations after nearly two months of closure.You arrived at the hotel at 9:00 a.m., during breakfast service, while other guests had not yet checked out. Our staff informed you of our standard check-in time of 3:00 p.m.At your request to access the room earlier, we additionally arranged for a colleague to accompany you to view the room. This was not a refusal of service, nor was there any intention of disrespect.The room you booked was an 8-bed room, typically used only by families or small groups. The previous stay took place before our seasonal closure.After the last guest’s departure, the room received the standard cleaning at that time. According to our procedure, a final pre-arrival inspection is always carried out on the day of the next guest’s arrival, including floor checks and replacement of welcome amenities.As you insisted on accessing the room well before the official check-in time, this final inspection had not yet been completed.Please note that our hotel is located in a rural area and is a historic wooden building; when heating is turned on after closure, occasional flies may appear, which is precisely why the final inspection is scheduled shortly before check-in.The welcome biscuits found in the room were planned to be replaced before arrival; the date shown (mid-December) was not due to neglect, but because the preparation process had not yet reached its final stage at the time of your early arrival.It is also important to clarify that your main concern at the time was the room type itself.The 8-bed room was selected and booked online by your wife, and the room description clearly states: • Shower inside the room • Toilet located in the corridor, but for exclusive use of this roomAfter arrival, you indicated that this configuration did not meet your requirement for an in-room toilet. However, this information was clearly stated at the time of booking and had not changed.We would also like to clarify one additional point regarding the situation during breakfast service.During this time, your children entered the breakfast preparation area, which is clearly marked “PRIVATE” on the door and contains food intended for guests. For reasons of food safety and workplace regulations, our staff simply asked whether they might have entered the wrong area and requested that they leave. There was no inappropriate behaviour involved.Despite very limited availability during the New Year period, we actively proposed solutions, including: • Offering two double rooms for the same day only( because we Are fully booked after)or • Providing a full refund for the same day, although this was not required under the booking policyRegarding communication, as your arrival coincided with breakfast service and the hotel’s reopening phase, staff were working under normal operational pressure. While we regret if the communication felt direct, there was no inappropriate or disrespectful behaviour.You ultimately chose to leave, and the refund was completed in full.We are always willing to assist guests within reasonable and operational limits, but we also need to ensure that our staff and procedures are not subject to inaccurate accusations. Thank you for your understanding.Hotel Schöntal Team

Thank you for taking the time to share your feedback. We understand the concerns you raised regarding your stay and would like to clarify a few points.Regarding the billing issue, there was indeed an operational mistake. As we operate two hotels, the transaction was inadvertently processed under the name of our other company. As soon as we became aware of this, we immediately expressed our sincere apologies and requested the credit card company to refund the payment to the original card.We also clearly explained the refund process to the guest and sent both a written refund explanation and the credit card company’s confirmation letter. We communicated with the guest both before arrival and during the stay, and at that time there was mutual understanding regarding the situation.Regarding the 15 CHF difference mentioned in the review, this corresponds to the local tourism tax, which is 5 CHF per person. As there were three guests staying, the total amount was 15 CHF. This is a standard local tax and was not an additional charge.As for the dessert at dinner, the restaurant was particularly busy that weekend as the hotel was fully booked. Service times were therefore slightly longer than usual.We appreciate your feedback, as it helps us continue improving our service.