There are many wonderful things about this hotel (the minimalist aesthetic, the peaceful setting, the hearty breakfast, the distant Dolomite views, and the amazing pool). Unfortunately, the actions of a single hotel employee can significantly diminish the overall experience as a guest.
In this case, our check-in experience was deeply flawed. The front desk employee who checked us in made the process drag on far longer than it should have. He took an incomprehensibly long time to check our passports and take down a credit card. It was painfully slow, and it caused us not to be able to use the pool on arrival after a long day (the main reason why we booked this hotel). He also failed to disclose to us that there would be a fee for parking in the garage, even though he asked for our license plate number.
Shortly after check-in, I received a rating request from Hotels.com, asking how the check-in was. I gave it a negative but honest rating, citing the fact that it was very slow and unhelpful. Within 5 minutes I received an angry phone call on the room phone from the front desk employee, demanding to know why I had given the negative rating. He then wanted to argue with me about it, and finally he hung up on me.
I have never encountered such an unprofessional hotel employee who misunderstands the nature of the hospitality business so fundamentally. He made the whole experience about himself rather than the guests.
Calling a guest to argue about a review? Really??
