Cererea dumneavoastra nu a putut fi procesata
Cerere procesata cu success
Am fost la un concert in Viena si ne-am cazat la acest hotel. Era aproape de biserica Karl si de metrou. Avea restaurant specific international, internet free la restaurant si lobby. Au o terasa superba afara in curtea interioara. Personalul a fost foarte dragul si micul dejun era de tip bufet si foarte bun.
Dear WorldTraveller-787,it is great to read that you liked the breakfast staff. Unfortunately, after reading your long comment, I find it a pity that we were not able to resolve your other concerns. I was informed about your wish to change the room after check-in and your complaint already during your stay and thought that my deputy manager had been able arrange everything according to your wishes. I very much regret that this was not the case. Please accept my sincere apologies for the inconvenience this has caused. It is clear that you as one of our Spire Elite members are very important to us and that we do our utmost to make your stay as comfortable as possible. As far as the points outlined in your review are concerned, please allow me to comment one by one:The reaction of my team member was inappropriate. I do not tolerate this behavior and therefore immediately discussed the issue with her. As mentioned above, please accept my sincere apologies as this is certainly not what our hotel and team stands for.Concerning the rooms you saw, both were Gardenview Rooms as per your reservation, whereas the first one was a bit smaller. With 22m2, however, the size is still good for a city hotel. A free upgrade, something, you are normally used to, was unfortunately not possible due to the New Year period where all higher categories were sold out. At least we managed to find a bigger room of the same category with 26,5m2, where you felt more comfortable. That you perceived both rooms as very small is something I cannot confirm even though I can understand your expectation being a Spire Elite member and being used to regular upgrades. In any case, both of the rooms were renovated 4 years ago. Air Conditioning is not running during times when outside temperatures are low in order not to waste valuable energy. It is either possible to open the windows or to turn off the heaters below the windows if the room becomes too hot.Regarding our garden, it is indeed surrounded by buildings. It is not normal to have a garden in a city hotel. We are one of the very few hotels in Vienna having a garden at all and receive many compliments. The photos online give a true picture of it. Please also consider that it was winter during your visit. While it certainly is quiet all year round, our garden certainly looks even nicer during the warm months of the year with its many plants and flowers.Referring to your last point, I assume that based on your description the reference point must have been Vienna’s St. Stephan’s Cathedral. Google maps shows a walking distance from our hotel to the Cathedral of 1,8km or 24 minutes walking. However, from my point of view the city center of Vienna (a city with almost 1,8 inhabitants) is not limited to one landmark building. The hotel’s location is central and it is about a 15 minutes walk away from Vienna’s touristic center, which is the first district starting at Karlsplatz. All of this is also available on Google maps and we do not tell anything else to our guests. So, even though I have a different point of view on some of the mentioned facts, we obviously did not manage to make you feel welcome with the exception of our breakfast team. I really regret that and I regret even more that we could not rectify this overall impression before you left. We strive to be good hosts, something we obviously could only prove to you during breakfast. But this is normally also true for the other departments. In any case, I assure you that we will continue to work on this as this is critical for me and my team. In any case, if we received another chance to show you that we can do better (and normally do), it would be a great pleasure for all of us. With best regards,Andrej WimmerGeneral Manager
These reviews are the subjective opinions of individual travelers and not of TripAdvisor LLC nor of its partners.
© 1991 - 2017 JEKA TURISMToate drepturile rezervate.Termeni si conditii