Plaza Premium Wien

I stayed for a week. The location suited me because it’s a little farther from the city centre, but bus stops are within walking distance and keep it connected. The rooms were clean, and the staff were great, always ready to help. They speak good English too.

Our family paid 658€ for two nights and couldn’t sleep properly because the AC unit kept blowing cold air and making noise, even when switched off. We were there in December. After the first night, I called reception several times without an answer, then went to the desk and explained. The man shrugged and said there were no other rooms. I went back that evening to describe how the cold air was affecting us and our two small children. I ended up trying to block the vents with towels. Employee Krešo came to our room and saw the unit blowing cold while off. At checkout, I told Armin, who promised his supervisor would contact us to resolve things and compensate us for the trouble. Five days passed with no contact. They ignored our email, and after I complained to Booking.com, the hotel claimed we hadn’t reported a problem. That’s simply not true. Dear Clara, I find your apology insincere because you ignored my email, leaving me to complain to Booking.com, where you then denied we’d told staff, despite my timestamped photo and the employee names I provided. Their treatment of guests is outrageous.

Breakfast was good and offered plenty of choice. The rooms were clean and spacious, and when we asked reception for tea, coffee and milk, they had all three. What let the hotel down was the lack of a restaurant for evening meals or any room service. Food choices nearby were very limited. It also takes a lot longer to get to the city centre than we expected, with changes between bus, tram or underground needed.

After days of trying to reach the hotel, with many calls unanswered, I called from another number and someone picked up immediately. That seemed suspicious. The man wouldn’t give his name or introduce himself. After I mentioned my booking reference, he simply said, “Your booking is cancelled.” No explanation, no apology. I reminded him the hotel had already confirmed receiving my payment, but he wouldn’t clarify anything. He kept repeating that it was cancelled and hung up while I was still talking. Are you kidding me? I’d paid in advance through the Booking.com app, and the money was taken from my bank straight away. But the app still showed payment pending, so I contacted the hotel to prevent a problem. I emailed my bank statement, screenshots and all the details they needed. Staff confirmed by email, chat and phone several times that payment had arrived, everything was fine, and my reservation was paid and secure. Still, Booking.com sent cancellation warnings, and the hotel wouldn’t update the status on its side. Receptionist Benita S. repeated the same lines without listening, rushed me off the phone and showed no interest in sorting it out. She was rude, dismissive and unhelpful. Booking.com told me the booking was complete on their end and I had to resolve it with the hotel. I was left stressed and confused without a reservation, despite paying correctly and doing what I was supposed to. Cancelling a fully paid booking, giving misinformation, ignoring calls and treating guests rudely is outrageous. I’ve never had such chaotic and unprofessional treatment from a hotel. This place is completely unreliable and shows guests total disregard. I strongly warn other travellers not to trust it with their money.