Neuhaus Zillertal Resort

Sehr zentrale Lage mitten in Mayrhofen.
Der Badesee mit Blick auf die Berge war wunderschön. Auch das neue Badehaus mit Indoorpool, Saunen und Infinitypool ist außergewöhnlich. Das Essen war auch sehr vielseitig. Das Zimmer war sehr geräumig.

Loft war top, das war aber auch alles

La fondue

Prachtige wellness, leuk zwembad met glijbanen, erg goed eten zowel ontbijtje als diner.

Sehr Familienfreundlich und der Umgang mit den Kindern war herzlich!

Good breakfast, nice modern spa

Die neuen Räumlichkeiten des Hotels sind schön und modern. Tolles Essen! Super Spielplatz für die Kinder…

We stayed here for a week in July 2026 as a family of four, in a suite in the new wing, on half board. If we had to pick one word for the hotel, it would be inconsistent. That’s the real problem. A four-star week isn’t a collection of highlights, it’s a promise that the whole stay will be enjoyable.
Credit where it’s due. The newly built suite was lovely: spacious, spotless, nicely finished. Daily the room was very nearly cleaned. The new wing and the adults-only spa are a pleasure, and the setting speaks for itself. Nearly every member of staff we met was friendly and doing their best.

The family experience however is not the one being advertised. The social media and influencer content promises a picture-perfect family hotel. What children actually get is a kids’ club from the nineties and a reception area that are visibly dated. Nothing like the polished videos imply. Meanwhile a striking share of the building is given over to adults-only areas that stood largely empty all week, while the family spaces are squeezed into what’s left. That’s a choice about how the space is used, and families are on the losing side of it.

Then the restaurant. We have food allergies in the family and told the hotel twice in writing before arrival, at booking and again shortly before. Both times we were assured it would be no problem. In practice there was confusion at almost every service. Dishes arrived that didn’t match our instructions and we sent food back, every single day something was not in order. At the buffet only gluten-free items are labelled, so cereals containing nuts sat out with nothing to indicate it. In seven days we twice found someone who both knew what was in the food and could discuss it comfortably in German or English. Nothing at the buffet told us who that person was supposed to be. The safety work gets handed back to you at every meal, morning and evening, and you end up eating the same few items you know are safe. We’ve stayed in several Austrian four-star hotels over the past eight years, some of them larger than this one, and every one of them made us feel as though we had no allergy at all.
The service runs the same way, attentive one moment and absent the next, with no continuity of contact. We changed tables twice and never had one person responsible for us, so the explanation started from scratch each time.

Then the bar. One time, we waited around fifty minutes for two drinks, at first with nobody behind the bar at all. Our children waited over forty minutes for their “reward cocktails” without a word of apology. Asking for pool towels got us sent to reception by someone who said they didn’t understand the request. The washing machine coins we were given were the wrong ones.

We sent the hotel our feedback and experience twice. Both replies were warm in tone but thin in substance: labelling everything at a changing buffet is impossible, guests should ask the team instead, and yes, that admittedly didn’t work consistently during our stay. What we found hardest to read in relationship to the service level was a reference to our paid rate. We had booked directly, on a seven nights for the price of six offer, and the hotel brought that promotion up in its reply. We never made an argument about price. They answered a question nobody raised. Implying that a lower price is linked to lower service level, is not done. For the record, we booked one of the better rooms in the house on half board and the week came to close to €4,000 of spend, comfortably over €500 a night, but that isn’t the point either. The point is that even a guest in the cheapest room in the building deserves exactly the same care as a guest in the best one. Consistency is supposed to cut both ways. Answering complaints about allergy handling and service with a note about the tariff someone paid leaves an uncomfortable impression. If the rate is fair game, then let’s use it: a week that went wrong on a seven for six offer would have been easy to put right with several nights refunded. But nothing came. No partial refund, no concrete measure, not even a token gesture. Acknowledging a problem and then doing nothing about it isn’t a solution.

So practical advice: don’t book half or full board. The restaurant is the weakest part of the operation, and tying yourself to another meal a day only increases your exposure to all of the above. If we went back it would be on room and breakfast, eating in the valley. And never again with the kids, since the best parts of the hotel are closed to them anyway.

So who does this suit? If nobody in your party has dietary requirements and you don’t plan to eat in daily the hotel, you’ll enjoy the rooms and the adults-only spa. If you’re booking a family holiday on the basis of those many lush instagram videos, or if someone at your table has a food allergy, keep on looking.