Ambassador

"We stayed 3 nights at Hotel Ambassador Vienna and had a very disappointing experience. We found our room extremely dirty on arrival. The bed sheets were not changed for nearly the whole stay — only replaced once in seven days — with hair and dark stains still visible on the bedding. The sink and cups were grimy, and the toilet had a strong smell of urine. We also found the reception staff unfriendly and unhelpful. They seemed annoyed by questions, frowned when we spoke to them, and would not help with carrying luggage to our room — even for older guests. It felt as if every small favour was done reluctantly, as though they were doing us a personal favour rather than part of their job. We got the impression some staff expected tips for basic help, too. We felt quite uncomfortable and humiliated during our stay, and the lack of regular cleaning and assistance made it hard to enjoy our trip, even though the location is very central"

"Surprised that there was no room service. Arriving late and having to find somewhere to eat wasn’t the best start The evening male receptionist was actually rude Although they advertise cocktails in the bar, the young lady had to refer to a recipe book, took more than 10 minutes to make a basic cocktail but still got it wrong. The bath towels were small and passed their best. The bath handle located in the wrong place so it was useless Furniture was chipped and tired Dust around the whole bedroom though the bathroom appeared to be spotless"

"I made a reservation for the Hotel Ambassador Vienna through Booking.com. During the process, the page showed an error and the reservation apparently was not completed. For this reason, I started the procedure again. The problem repeated and, only on the third attempt, did I receive confirmation that the reservation had been made successfully. To my surprise, a few minutes later, I checked that three reservations and three charges had been generated, all with a difference of only a few minutes between them. I immediately contacted Booking.com, explained what happened, and was advised to speak directly with the hotel. I did it promptly. I explained to the Ambassador Hotel that there was an error during the booking process, that the three transactions had occurred almost at the same time, and that, obviously, I did not intend to book three accommodations at the same hotel for the same dates. I also made it very clear that I did not want to cancel my stay, that I would continue staying at the Ambassador and was only requesting the cancellation of the two duplicate reservations, generated during the attempts that showed an error. Even acknowledging that the reservations and charges had been made with only a few minutes' difference, the hotel informed that it could not cancel the two excess reservations due to its cancellation policy. The cost informed for the cancellation would be approximately €500 per reservation. What disappointed me the most was not just the financial issue, but mainly the lack of flexibility and common sense in the face of such an evident situation and one that was immediately communicated. I decided to keep my accommodation to avoid an even bigger loss, but the way the case was handled completely affected my trust in the hotel. After this experience, I do not intend to stay at the Hotel Ambassador Vienna again and I will certainly share my experience with other people who are considering a reservation at the establishment. I hope the hotel reviews how it handles situations of duplicate reservations resulting from failures during the booking process, especially when the guest contacts immediately and keeps one of the reservations normally."