"I am writing this review based on my direct experience during check-in and the way my concerns were handled afterwards.
At check-in, the staff member was visibly unfriendly and did not use even basic courteous language. When I said, “I would like to check in, please,” the only response was: “Passport.” After we pointed out that his manner felt unprofessional, he explained that he was simply “in a bad mood that day.” While I appreciate that everyone can have a difficult day, I do not consider this an appropriate explanation for treating guests in a cold and discourteous way.
The same employee later offered to change my room and provide a complimentary drink. However, when I returned to reception and asked only for a bottle of still water, he began telling me that his manager did not think I should have been given the replacement room. This was unnecessary and made the interaction uncomfortable again. As a guest, I should not be made to feel that the hotel is doing me a personal favour or be lectured about an internal disagreement after the hotel has already decided to offer a solution.
On the first day, I informed the staff that I wanted to check out early. I was told that the manager had not responded on what I was asking and that the employee himself had no authority to make a decision. I also submitted a cancellation request and a written explanation through Booking.com. Nevertheless, by the following day, I had still received no proactive response from the hotel, either online or in person.
I therefore had to go to reception again and spend additional time trying to clarify the situation. The employee who identified himself as the manager first stated that Booking.com would charge a first-night cancellation fee. After I showed him that Booking.com actually gives the option to the hotel to cancel upon guests' request, the explanation changed, and I was then told that it was the hotel’s own policy to charge additionally. During this conversation, he repeatedly interrupted me, appeared unwilling to listen to the full explanation, and even walked away to deal with other matters before the discussion had been concluded. I found this highly disrespectful.
As a business traveller, I expect a hotel to provide basic hospitality, clear communication and reasonable assistance when a problem arises. Instead, this stay created additional stress and interfered with my work schedule. Matters that should have been communicated proactively required repeated visits to reception. The room also did not provide clear information about how to contact reception. When I asked in person for the telephone number, the number I was given did not work. Even after I explicitly requested an update regarding the unresolved issue, the hotel never contacted me proactively.
My main concern is not simply that a problem occurred, but the way it was handled: inconsistent explanations, poor communication, repeated interruptions and a lack of basic respect. Travellers who want to avoid unnecessary complications, especially those visiting Vienna for work, should consider this carefully before booking."
