Grand Tirolia Kitzbühel

This was, without exaggeration, one of the worst hotel experiences we have ever had. There is a total collapse of service standards. None of the departments seem capable of doing their job properly. The reception area is pure chaos — waiting in line for 30–40 minutes is treated as something normal, which is absolutely unacceptable for any hotel, let alone one that claims to operate on a professional level. What is truly shocking is the clear discrimination against guests that we personally experienced. Being treated differently and unfairly is not just unprofessional — it is disgraceful. This alone should be reason enough to seriously reconsider staying at this property. Customer orientation is simply non-existent. Staff show no interest in helping, no ownership of problems, and no sense of responsibility. You are left feeling that guests are an inconvenience rather than the reason this business exists. The situation with check-in was the final straw. We were repeatedly given false and misleading information about when our room would be ready. Based on these promises, we planned our time — and every single time, the hotel failed to deliver. Instead, we were forced to wait endlessly, cancel plans, waste hours of our day, and live in constant uncertainty. This is not a small inconvenience — this is a fundamental failure of basic hospitality. This hotel shows a complete lack of respect for its guests and a shocking absence of professional standards. Until there is a serious overhaul of management, staff training, and service culture, I would strongly advise others to stay away.

Our stay at this hotel was deeply disappointing and far below any acceptable standard. The level of organization is simply unacceptable. Every department appears to function in isolation, with no sense of coordination or professionalism. Queues at reception lasting 30–40 minutes seem to be the norm, which is astonishing for a property that claims to offer quality service. Even more disturbing was the discriminatory treatment of guests that we personally encountered. Being treated unequally is not just poor service — it is completely inappropriate and has no place in the hospitality industry. There is a clear absence of any customer-focused mindset. Instead of taking responsibility and solving problems, staff members offer empty responses and leave guests feeling ignored and powerless. The check-in experience perfectly summarizes the overall attitude. We were repeatedly given incorrect and misleading information about when our room would be ready. We organized our day around these assurances, only to discover that they meant nothing. Hours were wasted waiting, plans had to be changed again and again, and we were left in constant uncertainty. This is not a minor inconvenience — this is a serious failure to respect guests’ time. Overall, this hotel demonstrates a complete disregard for its guests and a worrying lack of basic professional standards. Until major changes are made in management, staff training, and service culture, I would strongly advise others to think twice before choosing this property.

My husband and I stayed at the Grand Tiolia Kitzbuhel in February for four nights and were so impressed that we decided to bring our family for over Christmas. We booked three rooms half board which of course wasn't a cheap holiday. This hotel has been awarded two michelin keys and five stars which previously felt like a suitable award, now not so much. From the moment we arrived the experience just wasn't quite what it was before sadly. Simple things like waiting a long time every time we visited reception to speak to someone, very slow check in, we were told prosecco was no longer offered as a welcome drink etc. No turn down service at night despite there being a 'turn down my room' button. Housekeeping was very slow and only began at around 3pm on three of the days. Despite it being Christmas the fire in the lounge area was not lit until 3.45pm most days which I think is key for a festive atmosphere at all times. The artificial fires and candles in the Grand Alps Spa weren't even switched on during the days we relaxed there. The rooms at this hotel and the spas remain a real highlight. Swimming outside in the heated pool whilst it snowed on Christmas Eve was a magical moment! The rooms are spacious, well equipped and feel like a cosy retreat. 'The Golden' for drinks on an evening and live jazz on the Sunday night was sophisticated and a true holiday experience. The staff working at Coopers bar were outstanding and I'd like to offer particular thanks to Phillippo and Sergio who were consistently professional, friendly and provided exemplary service that you'd expect in a highly awarded hotel. Regarding food, breakfast is undoubtedly the best meal of the day at this hotel. The continental choice is high quality and extensive. The juices and smoothies alone are incredible! It is a wonderful experience to enjoy a leisurely breakfast here and well advised I'd suggest as the half board dinner was an utter let down compared to only 10 months earlier. Gone are the amuse bouche and theatrically poured soups of the highest standards from cast iron teapots. It is self-serve salad followed by self-serve soup (try comfortably attempting this in heels and a white dress whilst carrying a thin bowl of steaming hot consommé), followed by finally a non self-serve small portion main course and back to a self -serve cheese selection or a desperately underwhelming plate adorned with a few piped cream blobs and a crumb of some sort which varied in flavour marginally from the Monday to the Tuesday night. We didn't exactly go to bed feeling satisfied but remained ever thankful for the satiating breakfasts. To commit to Christmas in a hotel is a big decision and food is a large part of the enjoyment of this time of the year, we did feel disappointed that the Grand Tirolia could not deliver in this respect. To conclude, I wouldn't advise against staying here, I'd just suggest a slight lowering of expectations based upon the hotel's accolades and don't overpay to stay here.

The worst 5 stare hotel I ve ever been !!! Nothing works well.The People from Reception are all out of order!!! !Young People with a terrible lack of interest ! You have to ask to clean the room at least two times .Inside the restaurant its very Cold în the evening ! A very unpleasent experience !

I go every year to Kitzbuhel and stay at this hotel! One of my favorites and I’ve traveled all over the world. This trip was made particularly special by Kenzo! One of the most attentive employees I’ve had the pleasure of meeting. Highly recommend! From the first minute you walk into the building, the staff makes you feel right at home. The new towers are great however I still like the main building best because of its character. One of the best spas in the world for after ski relaxation. The breakfast buffet is the best in the business. Shuttle transfers to town and to the mountains run efficiently, and on time. I look forward to going one year during the summer to experience their golf course which looks beautiful. Can’t wait to be back.