It all started out so nicely. We arrived on a Friday and checked into the hotel with no problems. As we went to our room (Room 2), I noticed that it was very close to the lobby and wondered if that would be a problem. One of our children managed to find some chocolate which had been dropped by the previous occupants of the room on floor…hmmm…did vacuuming occur when the room was cleaned? A drink dispensing machine (2 metres away from our room door) and the left luggage room (door immediately adjacent to our room door) were also noted. The first night passed uneventfully.
That was until about 6:30am on Saturday morning when the door to the left luggage room started being opened and slammed closed. This happened about 6 times in 30 minutes before we gave up on sleeping and decided to go for breakfast. The breakfast was excellent... I would rate it in the top 10 of breakfast buffets I have ever experienced. The service was friendly and the quality was good (so it was not all bad at the hotel).
After a day in Vienna we returned to the hotel and retired for the night. There were many people in the lobby and the noise level was high. At about 10:00pm we called the front desk to complain about the noise and were assured that the people in the lobby would be asked to tone it down. Perhaps they were asked to do that but there was no change in the volume. I can see the point of the people in the lobby as they were in the lobby where noise should be acceptable. The location of Room 2 is the problem. IT SHOULD NOT BE A HOTEL ROOM. On any particular night there is the potential for a high level of noise from the lobby. This is enhanced by the fact the hotel sells wine for guests to have in the lobby and of course the drink dispensing machine is located near Room 2 and adjacent to the lobby. Imagine a full lobby and lots of people either drinking wine or obtaining drinks from the machine (large banging sound when this occurs). It was impossible to sleep. Then imagine how happy you would be if there was a party going on in the room next to yours and you could not sleep.
I went to the Front Desk to complain in person at about 11:00pm. The receptionist on duty was completely useless and incompetent to put it mildly. The standard response to my complaints was that she “could not do anything” about the noise. Hmmmm…let’s see….we are paying for our stay at this hotel and cannot sleep because of excessive noise in the lobby and this is somehow deemed acceptable by the person on duty. Absolutely ridiculous! Even more insulting was her sneering smile that showed me she really did not care. I eventually got the receptionist to call the front desk manager. She was somewhat helpful. Initially she stated that we would not have to pay for the night’s stay. Fair enough however this did still not solve the excessive noise problem and there was no possibility of sleeping. Finally, she said that she would tell the receptionist that the people in the lobby would have to leave (again not those people’s fault but the fault of the hotel for even considering Room 2 as being in an acceptable location). She also said she would like to meet us in person the next morning. At approximately 12:30am the noise finally stopped and we were able to sleep.
That was until 6:30am when once again the door to the left luggage room was in full operation… I counted 14 slams in 30 minutes ….not so good for continuing to sleep.
Breakfast was again good and then we met with the front desk manager. She apologized for our horrible experience and seemed to be very genuine. She said that she could not offer us the 100% off on the room for the previous night but 50% instead (I’m still a bit puzzled as to why that came about). In addition, she offered to move our family into a junior suite for the next night with the only problem being that the four of us would all be in the same room instead of two separate sleeping rooms). I did not hesitate as I thought this arrangement could not possibly be worse than what we endured the previous night.
The junior suite was nice however the hairball on the bathroom floor again made me wonder about the thoroughness of the cleaning staff. The sleep was uneventful although the bed that was setup for the children was just some folded down reclining chairs (that is the best description I can provide) and not really beds. They did not fold entirely flat which led to a not so pleasant sleep experience for our children.
We actually considered leaving our luggage at the hotel but decided the train station would be better. We checked out and again received an apology from the front desk manager. We also received an email from the General Manager who also apologized for our unpleasant experience.
That is the way it was…. not a very pleasant experience to say the least. If you are thinking of staying here ....make sure Room 2 is not assigned to you.
- Official Description (provided by the hotel):
- A trendsetting combination of sustainability, design, and a touch of luxury: the world’s first hotel with a net zero energy balance is located in the heart of Vienna. ... more less
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- Also Known As:
- Boutiquehotel Stadthalle Hotel Vienna
- Boutique Hotel Vienna