Hotel Seppl Familie and Spa

This is a nice hotel but be very guarded in the description that they give the individual bedrooms particularly if you book 'Edelweiss Suite' because they have a number of rooms that they assign the name 'Edelweiss' to. We booked a four night stay in the above suite based on the photographs shown on their website ie overlooking the mountains. When we arrived, we were allocated a suite at the rear of the hotel and above reception and whilst it was a nice big suite, it was on the opposite side to the spectacular mountain views; to be fair you could get a view of the mountains but not at all as spectacular as described. On arrival our room was not prepared, it had no towels or gowns which I had to obtain from the one member of staff that was on duty covering the bar and reception and I did say that the room was not what we had booked but was told to take it up with reception the following morning. I complained direct to my travel agent and the following morning the hotel did offer two alternative rooms to the front of the hotel with the views and they were nice but not the suite we had booked so they were smaller. As it turned out we found that our room had been allocated to someone else and I believe the room to the front is 101 and they were very happy having received a warm welcome from the hotel who had put balloons etc in the room as they were celebrating an occasion. This made it worse for us because we were celebrating our silver wedding anniversary and the hotel had been made well aware of this months in advance...we received nothing by way of acknowledgement and it was never mentioned. During our stay room service did not turn up on one of the days and unfortunately I had to complain when our evening meal was served cold but nothing was done about it because of the apparent language barrier. Having stayed in hotels around the world, I would describe this hotel as more of a three star and a very expensive one at that. I have made a formal complaint to our tour operator and no doubt the hotel will respond defensively but I stand my ground because the room we had simply did not have the views shown for 'Edleweiss Suite'