BEST WESTERN Hotel Pension Arenberg

When we entered the floor, there was absolutely no one at the reception desk, so after the arrival, I had to call reception using a corded phone. No one appeared, but the man on another side in a caddish manner described where I can pick up the key. After checking in we received a call asking to move to another room - 12 - due to some mistake, despite the text on the envelope clearly indicated my name and room 11. When we were on the way to move after a long road, the hotel representative stormed in, started to writhe in hysterics, yelling and spitting into face giving absolutely no chance and opportunity to have any kind of a normal conversation. Instead of asking us politely and conveniently and to give us some time to move to another room, we had to stay and wait for the police officers to come who have confirmed that we were absolutely correct and the officers made the representative make a refund, unfortunately, in cash instead of a credit card. Despite this accident, the hotel has one benefit - its location; however, I would not recommend it to anyone unless you would like to receive the same unpleasant, but definitely unforgettable experience :) And you will find a much better hotel with pleasant and polite staff and a better city view just across the street.

El día 9 de agosto teníamos reserva en el hotel hasta el 10. Llegamos a las 18:30 al hotel y la llave nos la habían dejado en un sobre en una caja fuerte ya que a partir de las 15 no hay recepción. La habitación estaba bien pero olía a tabaco mucho. El baño un desastre, estaba sucio, el papel de baño usado por otras personas, jabones usados y champús y los sobres de ambos en la repisa de la ducha, ya utilizados por otra persona. Había suciedad. Contactamos al hotel y nos dijeron que hablarían con la manager pero a parte de no llamarnos más, apagaron los teléfonos y no pudimos contactarles. Tuvimos que irnos del hotel ya que el baño no podía utilizarse. Cuando reclamamos el importe, nos dijeron que nos devolvían un 25% solamente y mintieron diciendo que nos habían enviado mensajes y nos habían llamado pero cuando les he pedido pruebas de los mensajes, han dejado de responder a mis emails. Dicen que bienvenidas sean las acciones legales contra ellos y no nos dan una solución. Me parece de broma encontrarme con esta situación. --------------- On August 9th we had a reservation at the hotel until the 10th. We arrived at the hotel at 6:30 pm and the key had been left in an envelope in a safe since there is no reception after 3 pm. The room was fine but it smelled of tobacco. The bathroom was a mess, it was dirty, the toilet paper used by other people, used soaps and shampoos and the envelopes of both on the shelf of the shower, already used by another person. There was dirt. We contacted the hotel and they told us they would talk to the manager but apart from not calling us anymore, they turned off the phones and we couldn't reach them. We had to leave the hotel as the bathroom could not be used. When we claimed the amount, they told us that they were only giving us 25% back and they lied saying that they had sent us messages and called us but when I asked them for proof of the messages, they stopped answering my emails. They say that legal action against them is welcome and do not give us a solution. I think it's a joke that I'm in this situation.

The hotel met my needs , bathroom was a tad cramped, could do with a tad updating , I didn’t like the fact that the reception is only staffed at certain times but staff overall were helpful , very close to trams and metro station to get around Vienna. Breakfast could of been better and the tea/coffee making facilities could have been better placed, but overall it was ok I suppose