Neuhaus Zillertal Resort

Excellent all round. Lovely clean hotel and surrounding areas. Pristine accommodation with friendly and attentive staff. Lots of options for food and drink with an option to swap a half board for a fondue and an unbelievable breakfast option. Sensational spa too, which was an added bonus

DO NOT BOOK AN INGHAMS SKI HOLIDAY OR STAY AT NEUHAUS HOTEL RESORT UNTIL THEY ADDRESS GUEST SAFETY AND OTHER FAILINGS. On 26 December 2024 my hotel room in Neuhaus Hotel Resort in Mayrhofen was entered by someone not authorised to do so. There was physical evidence in the form of multiple items being moved. The housekeeper confirmed that she did not move the items. As soon as I realised my room had been entered without consent, I made both my Inghams Ski rep, Gaby, and hotel reception know. In response, the Inghams Ski Rep decided not to seek further information from and support me. Instead she decided to leave my hotel without speaking to me and when I made my distress of her behaviour known via their whatsapp she further expressed her lack of concern and support by telling me that she could not come back to speak to me at my hotel until more than an hour and half later – apparently it was more important to her that attending the weekly quiz was more important than safeguarding the safety of her guests. The hotel reception staff called back the housekeeper and three of us went back up to my room. Fortunately, I had placed some of my valuables in the room safe and taken my other valuables with me, leaving nothing of value in my room. The reception member of staff initially put down water damage to a faulty shower head. This was subsequently proven to be untrue, merely a normal small amount of residue water falling, as no significant amounts of water fell both before and after. The hotel reception staff informed me that nothing could be done immediately to establish who had entered my room as the only person who could access the data, which they initially told me did not exist, was the hotel chef who had no time to do so. Over 24 hours later, I was told that the chef and group of reception staff had carefully spent two hours looking at the CCTV footage and found nothing. Strange as the time span I was out of my room exceeded 5 hours. I repeatedly asked the reception staff if the chef had carried out an IT Integrity Test before they viewed the data. They told me that he had not and when I repeatedly asked them to do so they repeatedly refused to do so. As it had become clear the chef and reception staff were negligent in addressing this issue, I repeatedly asked to speak face to face with one of the owners. The reception staff repeatedly refused to allow me to speak to one of the owners telling both me and the Inghams Ski Rep that the son had left the hotel and no owner could speak to me – a lie. On the 28 December, I found out that one of the owners, the father, was not only living in the hotel, but was a workaholic working from 6am to late at night every day. He was in the hotel during the time I wished to speak to him face to face. The Inghams Ski Rep failed to establish the truthfulness/reality of what she was being told by the reception staff and challenging them. It was left to me to find out. She failed to be assertive,

4 night trip On arriving I was ignored and left waiting for a long time while 3 people on the desk dealt with one phone call. Room is very dated but spacious, warm and clean. In general, not all but most of the staff were very cold, unfriendly, the bar man in particular was rude. I only stayed b&b, not half board and so a big deal was made of this each morning when I asked where to sit, very odd. On a positive the breakfast and restaurant area is of a high quality and the spa facilities very impressive.