Alpenhorn

I just returned from a trip to Thredbo with my two boys. Great lodge in the heart of Thredbo. The staff were friendly and very helpful. The room was clean and very cozy. So nice to comeback to the warm lodge after a day on the mountain. Thank you for your hospitality.

We booked here for 2021 during the ski season to take our children to experience the snow for the first time. Before booking we checked what would happen if Sydney locked down or Thredbo looked down. We were told in writing that we would be able to move our booking if Sydney locked down or would be refunded if Thredbo did. When in fact all these things happened we contacted the hotel to be told that we could only move our booking to November or December not have our money held as a credit to rebook for the 2022 ski season as they hadn't opened those bookings yet. Then we were told if we paid the remainder of the full booking they would move it to the following year. The talked in circles via email and stated they were unable to refund even though they confirmed they would initially all whilst sending us updated terms & conditions. Do not book here as they cannot be trusted!!!

Devastated. Really disappointed in Australian tourism and hospitality. Booked a two night get away with my son and two grand daughters- the youngest being autistic. I specifically booked and paid a month in advance, through ***********, a larger room with 4 beds and fold out sofa to give my son a break and all of us space to move. Following the booking I made it clear to Alpenhorn via email i was travelling with my son and 2 grand daughters. On arrival, Alpenhorn allocated us a miniscule room with double bed and 2 bunks and refused to accept I had booked and fully paid for a larger room. Flat out denied there was even an option on *********** to select room configuration. Their solution was to make up a fold out bed squashed in a corner of the room that essentially joined the bunks & double bed leaving approx half metre sq for the 4 of us to manage any activity out of bed. They suggested I basically suck it up and email management. I suspect they bumped my booking for a longer week booking.. Breakfast was ordinary. The rooms tiny - 2 star at best. Couldn't and definitely wouldnt recommend it. And definitely check Alpenhorn is actually allocating you the room you paid for.

Unfortunately we had a very unpleasant experience with the Alpenhorn Lodge in Thredbo. The room was filthy through and through and really not suitable for anyone to stay in, the beds were smelly and dirty and the floor smelled of sick. The food was inedible and the service terrible. Then to top it all off, the owner actually yelled at my wife infront of our young children when we politely asked for a solution. This place is definitely not family or child friendly as they proclaim to be.