Sensoria Dolomites in Siusi

Hotel - beautiful and well designed, modern with a zen atmosphere Rooms - nice size, new and modern with nice details. Food - average, plenty offered for breakfast, noon and night and with free flow of drinks. Well presented. Staff and Service - The quality of staff and service was a significant disappointment during my stay. Many staff members displayed an unapproachable attitude, which may stem from a cultural difference, they seemed unhappy and superficial. It took a few days for some of them to warm up, but as a guest, I shouldn’t have to make an effort to foster friendliness. At the reception, when I inquired about bus routes and times, I was told bluntly that I could "Google it myself." This lack of helpfulness set a negative tone for my experience. The most troubling encounter was with Antonio, who oversees the spa area. Not once did he greet any of the guests, he always looked angry. My friend and I were in the sauna, enjoying a moment of relaxation with face masks on, when he entered and abruptly ordered us to leave because he had a class and that we were not to eat or scrub which we weren’t doing either. While we were happy to move and even remove our masks, we found his barking rude and completely unacceptable. We are guests, not schoolchildren, and his outburst was unprofessional and unnecessary (he does not even understand the difference that a face mask is not a scrub but fails to communicate this). Upon check out, we reported our experience to the owner, Simon. Unfortunately, his response was lackluster; he simply acknowledged that he had heard about the incident without offering any apology, expression of concern, or follow-up action on the rudeness of his staff. It felt as though we were speaking to a wall. If the owner exhibits such indifference, it’s no wonder the staff management reflects a similar attitude. In the light of these experiences, it is evident that the overall management and staff and service requires drastic improvements. Let’s see, a defensive response to my review will reinforce my point that customer service or understanding is not a priority, as it is much easier to ignore, blame the customer and not address any problems. Location - this hotel is NOT connected to the Sella Ronda part of the slope by ski, you need to take a bus to reach the key areas. The slopes within the area are easy and not challenging. Vale for money - it is fair, full board and there is always ample food and drinks offered. Overall - It is such a shame as this place has so much potential, however it will never be able to realise it given the attitude of their management and staff. Will I return? No as I wish to have easier access to the key ski slopes and I value customer service above nice interior.