Rustler

I was nervous after reading the Google Maps comments and seeing the overall rating, but my own stay was excellent and I really have nothing but praise. The room had been freshly renovated and was clean and comfortable. After a long trip, that incredibly comfortable bed made a real difference. I had reserved parking in advance, and my spot was ready when I arrived. Breakfast upstairs on the top floor was great, and afterward I enjoyed coffee on the terrace with a lovely view. I was very satisfied and would happily come back.

The room was VERY dusty, especially around the bed, the soundproofing didn't work at all, and I had one of my worst stays and nights of sleep. Disgusting. On arrival, there was no card, so I waited until 18:20 for the receptionist. I wasn't the only one, other guests were waiting and sitting on the corridor floor because there were only 5 chairs. The next day my card stopped working, and I had to wait again. Meanwhile customer support claimed the receptionist was there, then stopped answering the phone. On day three, the exit door failed and they had to open the fire alarm door.

We couldn't use the sink because its plug mechanism was broken and wouldn't open. I called, and they said someone would repair it in a couple of hours, but nobody came during our 2 night stay. I also got food poisoning after eating liver pate that had been left at room temperature, along with the milk. At breakfast they first couldn't find our prepaid breakfasts. We had to call for check-in information because none had been sent. The parking space they gave us on that same call was already occupied, so I called again and got a free one. On the second night, our room key stopped working and we had to call service once more. Despite the other bad reviews, I thought I'd give the place a try. Big mistake. I'd stay away and won't set foot there again.

There was nobody at the hotel to help, and the whole place felt depressing. The service was nonexistent, and our experience was a nightmare. We chose this hotel because Booking advertised free parking. We contacted them the day before arrival and were told check-in instructions would come the next day, but nothing arrived. We stood outside waiting, messaged them repeatedly, and eventually got check-in details, but no garage access. When we pressed about parking, they said there were no spaces, without any advance warning. Their first proposed fix was to cancel, refund us, and leave us on the street in freezing weather with a child. The other was to use a public garage at our own inconvenience, with them covering the cost. We had booked based on the free parking they'd promised. This is no way to treat guests. If you don't want stress, frustration and wasted money at the start of your Vienna trip, avoid this place.