IntercityHotel Wien

We were a family of four with two kids, traveling with a tourist group, and the hotel put us on separate floors even though all our reservations had the same surname. We asked to move one room so we could be together, but were told it wasn't possible, apparently because both floors were full. When I got to the room, I saw a connecting door between the rooms, and the rooms next to both of ours were unoccupied. I went back to reception and asked again. The receptionist said we couldn't change because they were superior rooms. I asked about paying for an upgrade, then about booking the neighboring room. Both were refused. There was no option to pay for an upgrade, change rooms or book that room, and she ended the conversation by simply saying no. It was frustrating to be given no options and have to stay on different floors with two children and just one piece of luggage. This was the most exhausting hotel experience of my life. A family-friendly hotel needs to mean more than having a bed for the kids to sleep in.

The location was excellent, close to public transport and surrounded by supermarkets, so it was very convenient for getting around and had everything nearby. The room was okay, but the drinking water had an unpleasant smell that I noticed during my week-long stay. Comfort and amenities were fairly basic. This is a decent three-star hotel, but feels overrated and doesn't meet a four-star standard. Set expectations at a solid three stars.

The reception staff were the most disappointing part. They were unwelcoming and unhelpful, and when we checked out there wasn't even a thank you for staying. The rooms are basic, and the breakfast was only just okay, so this definitely doesn't feel like a four-star hotel. You have to request room cleaning, which is fine, but our room wasn't cleaned after we asked. We had no clean towels and I had to follow up with reception in the evening. We were very disappointed.

Faruk at reception was the standout for me. He was friendly, knew the transport system inside out, and was a huge help when I had no idea what I was doing. The other reception staff were good too, and the shower was brilliant. The hotel is tidy and basic, with an amazingly convenient spot close to the underground and tram. Breakfast is good, but costs 15 euros, and there’s a much cheaper option just a couple of doors away. When I decided on a whim to eat there, a receptionist tried to charge me 20 euros, even though big signs in the lifts clearly said 15. That led to an argument I could have done without. It’d help if everyone knew the price. A few things made me hesitate about returning. There’s no kettle in the room, which feels especially odd if you’re used to having one even in cheap UK hotels. Room cleaning has to be requested at reception by 8 pm the day before, even though I’d paid for it when booking. I missed the deadline, though I’m not messy. And for a modern hotel, not being able to cast a phone, say Netflix, to the TV feels behind the times, especially for English-speaking guests. The staff were amazing apart from the breakfast price dispute, but the missing kettle and TV casting could make me book elsewhere.