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“Cheated into a single room”

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Austria Trend Hotel Rathauspark Wien
Ranked #116 of 358 Hotels in Vienna
Certificate of Excellence
Reviewed 23 November 2013 via mobile

We came to the hotel at 1200 and was told that our room is not ready yet. So we left our luggage with the reception and went for our city tour. Wgen we returned to the hotel, we were told that we were given a smaller room. Therefore, the hotel gave us a "present". To our surprise and disappointment, it is actually a single room and not the double room we booked. The present was a small bottle of wine and wasnt off much use because we already had lotsa drinks before we came back. I approached the receptionist to clarify the type of room given to us and she had the cheek to continue to lie that its the same room we booked but just a smaller one. I confronted her with the photos i see from the internet and she finally admitted that they booked wrongly. As we were both tired from all the walking and it was too late to find another hotel, we accepted it anyway. I am really disappointed and disgusted by their dishonestly.

3  Thank LoveBeBe
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
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240 - 246 of 859 reviews

Reviewed 17 November 2013 via mobile

Most sights and things to do in Vienna are a very short walk away. Public transport is a 5 minute walk away. The hotel is basic. Rooms a bit dated - except for the bathroom. This was spacious & modern. I think the cost per room is a bit high. The bar is a couple of seats at reception. Breakfast is eatable & there are options. The reception staff are helpful & friendly. Free wifi is good. All in all a suitable hotel in a great location!

  • Stayed: November 2013
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1  Thank Mooretallent
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 November 2013

Located just out site the down town area, close to city hall and the museum area. Walking to the city center (Stephansdom etc., will take you 15-20 min.).

Rooms are pretty simple in their design, but the bed was comfortable. We stayed in the lowest room category – Business.

Breakfast was ok – classic Austrian cuisine.
Service level over all was good.

Free WIFI throughout the hotel – nice!

  • Stayed: November 2013, travelled as a couple
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1  Thank Calle77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 November 2013

Arrived at 18.45 after a long trip, two flights, two taxi journeys etc to find that "we are sorry we have double booked you". interestingly before I departed I noted that they have done this before. Sorry, don't believe the answer at all. This is the old trick of not wanting to lose another booking and simply moving a guest to a partner hotel to soak up capacity. Our "new" hotel was very good but that's not the point and, this is simply not acceptable behaviour and everyone should be aware and, beware you might not get the hotel you wanted or thought that you had booked before you left home ....

  • Stayed: November 2013, travelled on business
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2  Thank Will G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rathauspark_Anatol, Leiter Gästebetreuung at Austria Trend Hotel Rathauspark Wien, responded to this reviewResponded 15 December 2013

Dear Mr. Will,
we appreciate that you published your feedback about our hotel and are very sorry that we were not able to accommodate you during your stay in Vienna.
You are absolutely right, sometimes mistakes happen and an overbooking situation occurs at our hotel. Of course, it is one of our important goals to fill our hotel and sell all our rooms. Unfortunately it also happens on those fully booked days, that we find out about a double booking or a reservation mistake occurred. In most of the cases the situation changes during the day as we receive a cancellation or a change in reservation. But unfortunately, sometimes it does not. In that case, it is most important for us that the guests’ stay is not influenced and that the services provided are the same or even higher than at our hotel. We furthermore pay for transportation cost and assist the guests as much as we can, offering an alterntive hotel within our hotel group so that we can guarantee for quality and service.

We are again, deeply sorry that we were not able to accommodate you at Austria Trend Hotel Rathauspark but are sure that your stay at Austria Trend Hotel Savoyen ****+ was a good one. We would be lucky if you will be guest at one of the Austria Trend Hotels & Resorts again soon.


Your Austria Trend Hotel Rathauspark Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 October 2013

On arrival we were told by unsmiling reception staff that the hotel was overbooked and we were being transferred to a different hotel. We were told that they would very generously pay the taxi fare. However we refused to be moved as we had our car parked outside, had a dinner appointment 2 minutes away for which we were already late, and why hadn't they contacted us in advance, as they had all our contact details on our booking which had been made 2 months earlier. After a long wait and much working of the computer we were then given a room, and told we had been upgraded because of the trouble!!! The room was nice with a balcony.

  • Stayed: October 2013, travelled on business
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3  Thank BigAlex55
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rathauspark_Anatol, Leiter Gästebetreuung at Austria Trend Hotel Rathauspark Wien, responded to this reviewResponded 15 December 2013

Dear Mr. Alex
we appreciate that you published your feedback about your stay with us and made a contribution to our on-going effort to improve the service and standard of our hotel. Every feedback is helpful and valuable for us and is treated with the utmost importance.

You are right that an unsmiling receptionist does not make a good first impression and we take special care to train our staff offering such a service as well as a fast and professional check-in. We apologize that you received a different view from our welcoming service.

Furthermore, we feel sorry for the dissatisfaction caused upon your arrival. Due to a mistake in our reservation system we did not have a room for you when you arrived. Unfortunately, this problem turned up during the afternoon and for that reason we were not able to inform you about it in advance. The receptionist on duty tried to find a solution, especially as we got to know that you have an appointment just around the corner, and finally found the mistake so that you could stay with us, even in an upgraded room.

Please be sure that it is our most important asset to satisfy our guests, no matter which situation. Therefore, it is also important for us that you remember your stay at our hotel as a good one although it started with some confusions in the beginning.
Of course, we also understand your point of view and apologize for holding you up and running late to your dinner appointment.

We hope to get the chance to welcoming you at our hotel once again to show you our on-going efforts in guest services.

Your Austria Trend Hotel Rathauspark Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 September 2013

The hotel is in a good location just outside the circle. The reception staff couldn't have been more pleasant & helpful. There is fresh water (hard to find in most places!) and coffee at the reception area in the morning. The buffet is well worth the money with both variety & taste. The rooms are small but have everything you need. We wouldn't hesitate to stay here again if back in Vienna.

  • Stayed: August 2013, travelled as a couple
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1  Thank JnG914
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 29 August 2013

We spent 3 nights over a long weekend and were very happy with the product received. The rooms were clean with refurbishments in the washrooms giving them a new feel. We requested and received adjoining rooms that served very well traveling with children. While not in the heart of the tourist area the public transportation options are close and easy to maneuver around the city. The rooms were warm with no central AC but the supplied fans and opening windows helped to alleviate that during the night.

The staff was very friendly and helped us in planning our excursions. Would recommend and stay here again.

  • Stayed: August 2013, travelled with family
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Thank Chris A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Austria Trend Hotel Rathauspark Wien

Address: Rathausstrasse 17, Vienna 1010, Austria
Region: Austria > Vienna Region > Vienna > Inner City , Innere Stadt
Amenities:
Bar / Lounge Business Centre with Internet Access Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service
Hotel Style:
#86 Luxury Hotel in Vienna
#132 Romantic Hotel in Vienna
Price Range: £76 - £274 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Austria Trend Hotel Rathauspark Wien 4*
Number of rooms: 117
Reservation Options:
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Also Known As:
Austria Trend Vienna

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