Worse than expected/advertised
Veröffentlicht am 28.12.2023 auf Hotels
The location of the hotel was good, underground parking had many free spots (the cost was 23 EUR/day). The room key in the application didn't work. When we came to the lobby, there was no one available to talk to. We made a room key ourselves on a tablet. Air conditioning/heating in the room didn't work. The floor wasn't cleaned: waste was lying around. There was no door in the shower. The breakfast was too expensive (22 EUR/person) for its quality and variety: fruit salad wasn't fresh, some glasses for cappuccino were dirty.
Overall, the communication with the hotel staff was minimized as much as possible. For this price you can find a better hotel.
Kommentar von Hotelmanagement
08.01.2024 von Michelle, Hotelmanagement
Dear Liudmyla,I'm really saddened to read about your experience at our hotel. Your feedback is crucial and will help us identify where we need to focus our efforts. I apologize for the inconvenience with the room keys and the lack of available staff at the lobby, we're aware that our innovative self-service system might be a bit confusing at first. Also, I'm sorry to hear about the air conditioning/heating not functioning and cleanliness issues you experienced. This definitely does not meet the standard we want for our guests. We've spoken to our housekeeping department about your review already. I'm sorry for the inconveniences you suffered due to issues in your room.I lament to hear that you found the breakfast not living up to your expectations. We usually receive good feedback for our breakfast so I will definitely look into the matter and establish why we let you down on this occasion.Finally, I wanted to address your comments about our customer service, this is something we must work on. Our main goal is to offer a welcoming environment combined with personable and efficient customer service. We are sorry to have missed the mark during your visit.We take all your points to heart and will use them as an opportunity to improve. Thank you for your honesty and we hope that you will give us a second chance to change your mind.Dein Team vom Hotel Schani Wien