Ferienpark Neuastenberg GmbH & Co. KG

Our favorite resort in Winterberg. this was our 2nd visit at the resort and we were very happy with it! excellent facilities, very nice and spacious rooms, great indoor swimming pool and excellent breakfast to start our day of ski/snowboard. The staff is always friendly and helpful. In short - highly recommended. We will be back again. Also, great location next to the slopes and 5 minutes drive to P5/P3/P4 in Winterberg.

Clean hotel, but I miss the traditional German hospitality. Self Check-in and a Robot to deliver your food simply doesnt match with the area and the style of the hotel. Staff very friendly, great location next to the sledge slope. Lovely cottages, nice spa.

We booked 11 days with our 2 little children. Only ONCE the staff used the hoover in our room, and only because we complained about that. And they did not once change the bed linen, even it was August and very hot inside. We used the gym daily, so we can say for sure, that the floor was not even cleaned once until we checked out, too. Sorry, but we hope, that will be fixed. Everything else was fine.

We love visiting the surrounding nature, but the service was very disappointing. We visited the hotel for the third time, but it was the last. Upon arrival we were informed that the restaurant was closed for the first two evenings. Two days later when making a reservation for the third night, the restaurant was prolonged closed, with remark that i should know the restaurant was closed. 4 star unworthy communication, facilities and customer oriented. Left with a dissapointed feeling and beeing not welcome…

The rooms are spacious and the food in the restaurant is good. Besides that there is zero service in this hotel. Staff is not engaging with customers, the restaurant staff provides one of the slowest service I have ever experienced. On saturday night we asked for a reservation in the restaurant, there was no space. When asking for alternatives in the nearby environment we were told there none. No thinking about how to help us. One of our rooms didn’t have wifi. Even after several times asking for help we were given zero help. The upfront online check in has no purpose as you are still asked to fill in the same info in the tablet at the reception desk. Overall the staff could really benefit from a training in how to treat customers. Would not come to this hotel again and not recommend it to others.

This was my email on the 24th Dec in the morning when I checked out earlier.. Today 26th, Dec and I haven’t received any response or phone call. Actually I received a email asking me to check out online. That means they even didn’t check me out properly when I was in the reception. I sent an email to the CEO. Hopefully someone takes care of the matter and at least apologize for such a bad experience. Dear Mr Vogel. I hope you find yourself well or much better than us. I would like to inform you that after waiting for your call back I spoke to your reception staff and explained to them my concerns and complains in the hotel. I was told you were going to call me. They totally agree with me because it’s true you are selling a product that is not offered. -The tennis court is destroyed. -The football Halle is taking by outside people and full so the guest can’t use it. -Kartfun is the same story. -You are offering a kids club -Offering kids program and there is nothing. Since this morning I asked about it and your staff could not dissagree with me. Also, our room was booked for 3 persons it was only made for 2. After requesting several times finally someone came to put a 70cm bed. My daughter could not even fit there! After getting the bed then the towels were missing. Again we had to run around and find the house keeping lady (who can’t speak English or German) The swimming pool has the door handle broken, the hair dryer broken, the jacuzzi also broken. Also you don’t even have a doorman, the luggage must be carried by us. I requested to pls keep my luggage in the reception until we get the room as it was not ready. The response I received is that I should leave it under the stairs unattended. When I said I can’t leave it there, I have thousands of euros value in my things there. I was just told they don’t offer luggage storage. Your staff has 0% idea about hospitality. The parking, after paying for 3 days I had to go out and when I came back all the parking spaces were taken because some guest parked into two parking slots. The only solution I had was to park in the charging station. After such stressful day I decided to sit with my daughter in the restaurant and order something to eat. I requested a cocktail with alcohol. There was not alcohol or so little that didn’t make a difference in taste. That moment when I said it your staff just responded to me that this is the way it is and that maybe didn’t have enough alcohol for me. (For a second she made me feel like I’m alcoholic or what?) she took my drink back and no one came back to ask me what else I would like to drink. I received the food, without drink. That moment I said, it would be nice if someone could ask what else I would like to drink. Then she came back and took care of it. In the same time the table infront of me had also issues with the drinks because she requested a Prosecco and the brought her a white wine. She had to end up drinking red one because communication