APPARTEMENT-HOTEL AN DER RIEMERGASSE

We booked two apartments at this hotel for one family of six. The reservations were linked, because the grandparents stayed in one apartment and we stayed with the children. On the first evening, we discovered that the sofa bed in the family room, which was the booked sleeping arrangement for our children, was physically broken. A hotel staff member came to the room, inspected the bed and confirmed that it was broken. We were told there was no alternative room and no replacement bed available. At around 11 p.m., several loose mattresses were brought so that the children could sleep on the floor. This was not a reasonable replacement for the bed we had booked and paid for. In the end, one child had to sleep in our bed, while the other had to sleep diagonally across the short, relatively flat section of the broken sofa bed and woke up very early. We contacted the hotel through several channels, both verbally and in writing: by calling from the room, through the website chat, by email and through seller Customer Service. Because the hotel had no proper solution, we also asked about cancelling the remaining stay and leaving both apartments together. We are one family and could not move only one part of the group. We did not receive a timely decision or any meaningful help with the cancellation request. Instead, we spent a significant part of the following morning waiting while the hotel tried to find a sleeping solution. A proper replacement arrangement was eventually provided later that morning, but by then our first night had already been ruined and part of our holiday morning had been lost. The second apartment also had a portable air-conditioning unit that was very noisy and did not cool the room properly. There was another unpleasant surprise before arrival. One of the reasons we selected this hotel was the advertised nearby parking arrangement. Only shortly before our arrival, after we had paid in full and could no longer cancel free of charge, we were informed that the garage was unavailable because of renovation works and that the nearby alternatives were considerably more expensive. Management did not contact us or take responsibility during our stay. After checkout, we were told that management was on vacation and that the refund request would be handled after they returned. An internal vacation schedule should not be used as a reason to avoid dealing with a serious problem affecting paying guests. As of the date of this review, the hotel has not offered a refund for the first night. I am extremely disappointed by the way the hotel and its management handled the situation. Based on our experience, I would not return and would not recommend this hotel to families who depend on the advertised sleeping arrangements.

Wow! This hotel was wonderful! We stayed for 4 nights. The location was convenient and had nice restaurants close by. The room was lovely, comfortable, quite large and included a kitchen area with the basics such as silverware and dishes. The Nescafé coffee maker had pods for us to use. The room’s air conditioning was great except for the last night. It stopped working, but the staff brought us a fan, and it was cool enough with that. The AC was scheduled to be fixed the next day (when we departed). The staff were outstanding and helped me find an optical store close by where I could buy more contacts. We bought breakfast the 1st day, and it was okay-mostly bakery & a juice but expensive. We ordered groceries and had them delivered to have for breakfast on the other mornings. The laundry service was good, returned to us in 1 day & moderately priced. The room had a small table with a chair and a desk with a chair. We would definitely stay here again.

Stunning structure in a beautiful building very close to the center and the station. Large and super well-maintained room, equipped with everything needed. We had a very good time. Highly recommended!