Alp Wellness Sport Hotel Panorama

My family and I spent the last weekend at this hotel. Some friends were going there as repeated guests and arranged our reservation. They informed us the hotel was full however we could stay in a very nice apartment 200 meters away taking advantage of the hotel facilities (i.e. spa and restaurant). Price for the weekend would be 720€ plus tourist tax.
At arrival, we were notified by the receptionist that we would be staying at the hotel as a room had freed up. Nothing else was mentioned also because the lady who checked us in was rather unfriendly and clearly wanted to get rid of us as fast as possible.
Both my husband and I found this rude and not in line with a 4 star hotel but we decided not to ruin our short break and carried on with the staying.
The hotel is comfortable: nice and clean rooms, good food, friendly restaurant staff, proper SPA.
When it was time to check-out however... everything collapsed once again.
I queued after one guest who complained about the room being cold at arrival. The lady (the same unpleasant lady who had checked us in on Friday) told him that the temperature can be easily regulated. The guest reported that the heater had been manually switched off so obviously the control panel wasn't working and the room was at 16 degrees (!!!) when checking-in. Not even after this clarification the lady had the decency to apologize and express some support for the accident...
The guy left and it was my turn... and a very nice 1153€ bill was produced.
I replied that the amount was clearly wrong and she said the 720€ amount I expected was due for the apartment and certainly not for the suite we had been occupying at the hotel.
I informed her that nobody had mentioned there would be an extra charge for staying at the hotel when checking in, as we had just been informed we would be staying there.
She offered a number of justifications whilst mumbling to a colleague that - for some unclear reason - she wasn't willing to "prepare the apartment". I assume the apartment was not ready and cold hence the cost to set it up was higher than using a free room at the hotel, which is fair enough as long as you don't ask guests for a 50% price increase at check-out!!
Incredibly enough, the lady had no decency to let go and she forced me to pay 100€ as the 'minimal hotel rate'.
I did pay in the end as I had already wasted 20 minutes in a very unpleasant discussion, however I honestly regret having done so because the fault was clearly all on the hotel side.
In summary... if you expect a 4 star service... don't come here. There are many more friendly places in Trentino to stay!

[Disclaimer: if you are only coming for the SPA (and SPA only) - the facilities, personnel and atmosphere are a 5/5]

As many reviews already said there is a serious mismatch between website pictures and actual rooms. The room we received was sold to us at arrival as an "upgrade" but it was nothing like what I booked so I went to kindly ask for explanations. The owner said, and I am quoting, "yes there was indeed a mistake - giving you the upgrade". I asked to be shown other rooms and none of the ones I have seen (other 4) matched the website pictures. I asked for explanations of that and the answer was "I don't have enough space on the website to show everything I have". So, indeed, the room was an upgrade vs the ones I saw (but again nothing like they are publicizing).

In the room, the mattresses were extremely uncomfortable hence sleeping was very difficult. They are equipped with a Illy coffee machine which we were told was free (as to be expected in a 4 stars hotel - and as such in every other hotel I have been). Turns out that it wasn't and we were charged for 1.2EU per coffee (yes, more than what you would pay at a bar). Once asked for explanation at the check-out it was removed from the bill.

The above makes it impossible for me to give anything above 2 stars. And it's a pity really because this is a really nice hotel overall, we ate well, the spa is fantastic, it's well connected as there are many trekking paths surrounding it plus it's a short car ride from the slopes (but to note that the slopes are not "in front of the hotel" as they told us via email).

With the right adjustments and selling itself for what it is vs what's not it could really be "claiming" those 4 stars but for now unfortunately that's not the case.