Location great. Service appalling. Overpriced.

Liked: The location of this hotel is perfect, however the management of the hotel needs to be taken over.
Disliked: The majority of the staff are extremely rude and poorly trained. The front office manager (Katharina Huber) is very inexperienced and from what I observed, becomes very flustered and anxious when managing competing priorities. It was very busy when we checked in, and her behaviour toward guests in front of us (as well as us) included eye-rolling, sarcasm and at one point swearing. In addition to Katharina, I observed another staff member abusing a guest (and recorded it). I heard some shouting outside my room, and went to check what it was; upon opening my door I saw Veronica (front reception staff member), shouting at a guest in the room across from me. She told the guest to “shut up” and “stop complaining”. The guest’s husband stepped in and stated they had been waiting for their room service for over 1 hour, and did not receive some items. Veronica was shouting and standing in the guests door, and only stopped once she realised I could hear. Beside the service, the rooms are run-down, in desperate need of a refurbishment. There were stains on the walls, missing wooden shutters on the bathroom screens, cracked tiles, broken lights and the TV didn’t work. Basic maintenance of the rooms appeared to be missed, and while the housekeeping team were lovely - it seems they are run off their feet and are too rushed. Room service was slow, with many items missing. We waited 3 hours for broccolini. The gentleman delivering room service was lovely, but he too was run off his feet. I’m not sure what’s going on with this hotel. It is a lovely location, and if I was an investor or even the occupier, I would make sure my staff are trained to a high standard and led by a front office manager with an exceptional attitude and plenty of experience in the industry, it is clear this team are lacking good leadership, and in turn, this hotel is deteriorating. The location can only suffice for so long…

Excellent stay

Liked: Everything ☺️
Disliked: Nothing, it was perfect

Very enjoyable and relaxing

Liked: The location and the food
Disliked: The steps in the room

A Michelin restaurant w/ hotel...

Liked: Location is absolutely unbeatable. Directly across from St Stephens! At the historic center square of Vienna
Disliked: We booked this hotel because we wanted to stay somewhere nice & that had friendly staff for Christmas, with our 2 small children & my 2 in-laws. Maybe it was because it was Christmas but, the staff weren’t as friendly as the reviews showed, they all seemed stressed and too busy to help. For example we wanted extra pillows as the 2 provided were basically just pillowcases around naught but air, so sleeping was a little uncomfortable. They said they’d try, but no pillows ever came. Asked about restaurant recommendations & things to do and the reception staff seemed offended that we didn’t already have everything planned out. My in-laws room key stopped working and went to reception to get another one and they said the woman at the counter was super rude to them about it. And they’re the sweetest people in the world, and get along with everyone! So I was surprised because they never say that about anyone so it must’ve been a pretty rude experience. Ultimately I think we should’ve chosen more sizable rooms in a similarly luxurious hotel but maybe not in the heart of the city and just taxi’d in. Secondly, I think anyone staying here should know that this is firstly a restaurant with a hotel attached to it. The reception is right next to the restaurant hosting area. Us hotel guests seemed to be second fiddle to the restaurant. Mostly was disappointing because for 2 rooms both at roughly ~$650 per night I expected a little more care, or at least the ability to get another pillow.Vienna was beautiful, the hotel is in a really cool spot, and I never really write bad reviews but truly this one just didn’t seem worth the money to me. There were like 1 or 2 awesome & sweet staff that were great but the rest were like 1/10

The Receptionist needs improvement and...

Liked: The location is excellent. Centrally located at the middle of the city. In front of St Stephen Cathedral.
Disliked: Light fixture at the bedroom was not working. We stayed for 3 nights and we reported that its too dark by the bed area. Unfortunately, the lighting was never fixed during our 3 nights stay.The receptionist staffs were not very not friendly, not welcoming, does not understand guest needs and does not provide the best service possible. Receptionist does not seem happy to attend guest to the hotel. Staffs were all looking at their laptops instead of trying to welcome quest.

Very good

Disappointing

Exceptional

Liked: Fabulous location. The room was wonderful, warm, and comfortable with a fantastic view. Friendly, accommodating staff. Daily chocolate was a wonderful touch
Disliked: Nothing

Pleasant

Liked: Location is excellent and the staff very professional. Restaurant staff in particular were very friendly and professional.Rooms were comfortable and clean.
Disliked: Hotel lobby is strange with a make shift food take away right in the entrance, which I was surprised at this for a 5 star hotel. Hotel corridors smelt like they had problems with the drainage all the time.