Sharleen Y.
Google
Our family of nine (ages 7 to 70) stayed with you this early August, occupying one Familysuite Terrace Superior and two Familystudio Millas. We were struck by the "hardware" of the hotel—the distinctive design, high-quality materials, and the spectacular natural setting are truly memorable. Our children particularly loved the farm animals and the Kids Club; special thanks to Thomas and Mina for making my son want to stay for a year! We also want to commend Vedran, the Restaurant Manager, for his exceptional hospitality.
However, as a 5-star resort, there were several areas where the experience fell short of expectations:
Critical Safety Concern: The shower floors are dangerously slippery. Despite being cautious, both my 7-year-old son and I fell and hit our heads on separate occasions. This is a significant liability and safety hazard, especially for a family-focused resort.
Check-in Inefficiencies: The digital pre-check-in was ineffective. The system would not allow the correct room split for my children, and although I corrected this via message beforehand, the front desk still had all nine guests assigned to a single room upon arrival. Furthermore, at 8:40 PM, the check-in felt prolonged because the staff member was multitasking rather than providing dedicated, end-to-end service.
Dietary Mismanagement: We requested dairy-free and vegetarian options. While "gluten-free" was noted on our table, "dairy-free" was ignored. We had to manually check ingredients on every menu, which was an unnecessary inconvenience.
Housekeeping & Amenities: We encountered several oversights, including missing body wash and empty conditioners. We had to personally track down cleaning staff to resolve these issues after the front desk failed to rectify them.
Tea Availability: While we enjoyed the loose-leaf tea at breakfast, my family was disappointed that no tea options (even simple tea bags) were available after lunch or dinner.
We genuinely enjoyed the beauty of Sonnwies, but we hope you address these safety and service gaps to match the high quality of your facilities.