SO/ Vienna

Lynn Lynn4 months ago

2/5

This could be one of the worst 5 star hotel experience amongst all that we have stayed (we’ve stayed in Emaar / Anatara / Sacher) for past 2 weeks but there are some commendable staff that we appreciate. 2 stars for Porter Ninat and Cocktail staff each Let’s do start with the good points Porter Ninat took a lot of initiatives from the start of our trip to the end helping us with the luggages. We were also very warmly welcomed at the cocktail bar with good services and really delicious cocktails served! Mood was really good and overlooking stephplatz scenery There were a few friendly reception staff but what pissed me great time is one of the staff. My bad / ignorance that I have called the room service for mineral water , assuming that it is complimentary. However on the other end of the call, NO initiatives was taken to inform us that water was chargeable because I called the room service. 3 big bottles of water was sent to my room with a bill , 8 euros each . I told the service staff who brought the bottles up that I wasn’t aware there’s charges and he gave me a “I have brought this up you can’t be rejecting them “ face. I ended obligingly paid for ONE. Not feeling really good about this whole incident as we went to the supermarket to get 3 big bottles of mineral water at 0.33 euro for each! So after dinner I went back to hotel and feedback to the reception staff. The reception staff is not the best person to service her customer. She was curt, sacarstic , defensive and totally miss the point. She kept saying because I called the room service and hence there’s a charge. I told her yes no doubt my fault in calling the room service , but there is LACK OF INITIATIVE AND ZERO COMMON SENSE for the staff to even inform / remind the guest that there’s charge on the water over the phone and that it will be complimentary - if I call the reception instead) Reception staff was super defensive kept repeating and insisted because I called the room service. Okies then pardon my ignorance and hope guests remember to cal RECEPT instead of ROOM SERVICE for free water) Also she was sacarstic saying that if i order alcohol and soft drinks from room service there’s charges . Like duh. I am ignorant but I am not stupid or cheapo House keeping also not the best, only one towel was replenished (missing one more towel) on 2nd day after we asked for make up room. And once again, they ASSUMED my half used sachet treatment mask was meant to throw away when I put in the shower. Not very nice move.housekeeping took >10 mins to come with the shortfall of bathe towel Lastly the shower knob sucks. You need great strengths and certain angles - not soapy hands to manovere it. It does make me don’t look forward to bathing every time I step into the bathroom.