Hotel NH Collection Salzburg City — Hotel in Salzburg

Overall a very disappointing experience where the level of service/common sense, professionalism, courtesy and possibly even racist behaviour of a few ruined our entire stay at the hotel, and is certainly not what one would expect from a hotel of this standing. ||It is clear that the hotel has hired very young, inexperienced individuals at the reception (as well as managers) who have forgotten that they work in the tourism/hospitality sector. Front desk staff ought to know that they are at the forefront of the hotel and that their treatment of guests is a direct reflection of the hotel. But this clearly has not been taught to them.||First incident was at check in where my credit card details for two rooms (two nights) was taken twice despite explaining to the receptionist that I had already given my credit card to her colleague at check in and that I only came to collect the keys as the rooms were not ready and we were told to come back later. She said she couldn’t find the pre-authorization of the total amount in her records from the first colleague and refused to believe me that I had given my card. Since the first person who had checked me in hadn’t given me proof that the full pre-authorisation had been taken from my card, I could not prove that my card details were taken. But luckily I managed to show on my credit card app the full pre-authorisation of nearly 1000 euros that had been taken the first time round. No apology on her side was given for taking the payment twice but just attributing blame on the customer with a nasty attitude. I reported it to a manager who happened to be on my floor when checking into my room who apogised profusely and offered us free parking for the entire stay. We even received some chocolates and a personal note on our bed on the first night after coming back from dinner outside.||One would have hoped that this was the only incident, but luck was not on our side. The following morning after breakfast , I went back to the reception as one of the key cards for one of the rooms wasn’t working and the receptionist refused to treat me first (as I was in line) over someone who had just skipped the line.|| The receptionist began to sort out her card and I interrupted her saying that I had the same issue. The receptionist in a rude and condescending tone said “it will only take one second”. And I explained that I was waiting patiently in line (of only 3 people) and questioned her why she would process someone who just skipped the line. And since I am next in line surely she can treat my issue if it only takes one second for key card issues. She raised her voice and once again said “it will only take one second” but this time with such a smugness and rudeness. She then proceeded to swipe the key card of the other person in almost a passive aggressive manner.||I asked for a manager as this was not acceptable. This time a young manager came, and the most professional thing for her to have done would have been to take me to the side and discuss what happened (as now there were more people behind me). But despite explaining the situation and questioning the lack of common sense in treating whoever is next in line, she simply apologised but in a manner that sounded very superficial and curt.||I asked for her supervisor as her attitude was not acceptable either and she said that he wasn’t around.||On checkout the following day, the very same young manager and the receptionist who I had the issue with for the key card offered to reduce my bill by a reduction of the tourist tax (i.e a few euros) “because of my complaint”. Those were the exact words used by the manager-almost making it sound like there was never an issue with the service of her staff and it was just my complaint. Are managers not trained to apologise to guests once more on check out for the inconveniences caused by them especially considering I had these two incidents in two days?||Overall-was it worth to have spent nearly 1000 euros at this hotel with this level of service? Absolutely not. Would another person of different skin colour have been treated differently? I would say yes. ||Its a shame as the hotel is very well situated, and the rooms although quite small are clean. We had just one minor issue with the room which we reported (the entrance door of one if the rooms wasn’t properly closing/locking) which wasn’t fixed by the time we had left. ||I would however like to acknowledge that one individual (Svitlana) in the restaurant/bar went over and beyond in her service ever since we came until the day we checked out . She was one of the few that was always smiling, and always asking whether we needed anything. Perhaps the hotel should consider placing individuals like her at the front desk/reception and hire more people of her calibre than the ones currently manning...

You’ve noticed this establishment has few positive reviews, but the truth is, this place is not worth your money and will likely ruin your stay. First, don't even dream you'll be checked in before 3pm even if you’ve requested an early check-in. They don't care if the lobby was crowded with people who are desperate to reach their rooms and lay back after a long journey. The moment you'll arrive, you'll notice the reception desk packed with people, some will be fighting, some arguing, and the majority will be browsing their mobile phones looking for another hotel and writing a review. A 4-star hotel with no bellman to help with your luggage. Even storing your luggage in the storage room, you'll be asked to do it yourself. I don’t mind, but a smile is not much! If the staff are rude and lazy, it’s because they are treated horribly from their management or have been working for long hours, but guess what, it's not our problem nor our fault to treat us (the guests) the same way. If you don't like your job, if you are not up to it or the place is treating you like sh*t you can simply quit or complain somewhere. Maybe the management will figure out that they're better off managing a jail than a hotel. After the long wait and the rude reception, you'll arrive in front of your room and your children would say "finally!" you try to open the door and it doesn't work! You're required to go down again to the same rude reception and ask for another key! Oh, you'll be carrying your luggage again! The room has a split A/C, excellent in causing you a long-lasting headache, but horrible in cooling. The furniture gives you a feeling of a museum, old, outdated but minus the maintenance. It's equipped with a TV, but you better off with your iPad. No electric kettle, NH Salzburg can't afford to buy this expensive high-tech equipment. The bed is very comfortable, if you're used to a morgues metal bed. The toilet is strange, it's wooden and has shelves, oh that's the cabinet, it’s the same size but the cabinet is cleaner. The curtains apparently are taken from a magic show, once you pull it the magical dust will be all over the room! But hey, at least it has a free WiFi, when it's working! We’ve put the dirty towels in the tub, they just fold it back and hung it on the rack, they know better I guess. Making the bed is just tapping the sheets few times, as if they're petting a pet! There's a restaurant and a bar, no waiters, no bartender 24/7. I couldn't manage to order a single thing, because there's no one to order from! Saved me a lot of money! After 6 days, I would recommend this hotel to everyone who works at NH Salzburg, anyone who’s related to NH owners or staff and any guest who enjoys trashing hotel rooms to visit this one and get creative. Before booking at this hotel, ask yourself, do you want to have a good time? Do you consider yourself a patient person? Do you hate getting disappointed and ribbed off? If you answered "Yes" for at least 2 questions, then don't book at this hotel and look for another. Less than a minute (60 seconds), that's all what stands between you and a nice hotel with an enjoyable time. The reply from the management on this review will be something copied and pasted from an old text document they got from a lousy training course, most probably called "how to answer a bad review and try to fool guests", their reply will refer to my name as if it matters, they'll also stick most of their problems to some technical issues. They'll promise a lot of things they know for a fact they can't deliver. They might even offer a second chance and beg for a direct communication, which will be a show to fool the kind-hearted people. So, unless you find this review changed, or someone you know personally posted a positive review, then know it’s only a show and simply just BS! I encourage they take a course called "my paycheck is coming from my hotel guests". Before your hotel becomes a new business case called "how the 4 star NH Salzburg hotel vanished because they neglected what matter the most,...

Returning customer (third visit)||BUILDING/INTERIOR - lovely open reception area with bar and plenty of seating. Very attentive and polite reception staff with no wait for check in on any occasions visited. Probably more of a business feel to the hotel but we stayed with family and found it very welcoming with a calm atmosphere. Each time we have stayed we have noticed some tiredness of decor and upkeep creeping in around the hotel so hopefully these areas and some general updating will take place before it becomes too obvious in the next few years. ||LOCATION - great location to explore Salzburg city centre! Able to walk to all main areas of the city straight onto the pedestrianised street down to the river. Quiet area of the city so no noise issues or road congestion around the hotel and easy to drive from the hotel out of the city to onward lake stay.|Very easy to get taxi’s/uber if needed!||BEDROOMS - we stayed in a family room with sofa bed. It was clean and comfortable. Main bed very comfortable, sofa bed for kids was fine but wouldn’t recommend for any 2 children above 12 sleeping on this. Room was big enough and what you would expect from a city hotel||GYM - very small gym with limited equipment, again what you would expect from city hotel so don’t expect to get any good training out of it||STAFF - all staff very friendly. Particular praise to be given to the female bar staff who were great with our children and we never went thirsty! |Staff happy to hold our luggage following check out which is always very handy! ||FOOD - we only had breakfast here which was buffet style but you could order your eggs and some other dishes off the menu and cooked to preference which was great and efficient. Good choice of foods at the buffet with some lovely pastries.||ACTIVITIES - Here are some of the activities we did that we would recommend whilst at the hotel:||Hellbrunn Palace - great place for kids to run around and enjoy. Trick fountains were really good fun and the land around the palace is plentiful with great views and brilliant play areas (15min Uber)||Horse and carriage ride - great way to see the centre of the city in a traditional horse and carriage ride (15min walk)||Mirabell Palace Gardens - nice to visit in the day for a walk around but also in the early evening with the sun setting (10min walk)||Nonnberg Abbey - lovely walk up to e Abbey and a must for Sound of Music fans. Caution - quite a steep walk up and down (20min walk from hotel)||OVERALL SUMMARY:|Great family hotel for those with younger children who want a quieter location but close to everything that Salzburg has to offer! We have returned three times now and wouldn’t hesitate...