Numa Salzburg Mozart — Hotel in Salzburg

Had a terrible experience at this property and would not recommend it.||I arrived at 4 PM on a Sunday, well before the stated 6 PM closing time of the front desk. The property had even texted me earlier asking if I would arrive before 6 PM, otherwise they would send me a passcode. I confirmed I’d be there before 6, but when I arrived the front desk was already closed and no one was present to assist instead I received a code to check myself in. ||The main issue, however, was the bathroom. The layout I received looked nothing like what was advertised online. The toilet was crammed directly in front of the shower glass, leaving no space to place my feet properly — an unusable and completely misleading setup compared to the photos. This is why I immediately requested a full refund and booked another hotel the same day.||From 4 PM to 5:55 PM, I waited for text replies with no real help. At 5:55 PM, I finally got someone on the phone who said a colleague would call me back in 10 minutes — but no one ever did. After 6 PM, I occasionally received calls from their number, but each time I answered, the line disconnected. At several points, I was stuck in the call waiting room for 10–20 minutes with no one ever picking up. On WhatsApp, the support team ended the chat, triggering a customer survey instead of providing help. It felt as if they simply did not want to deal with the situation. ||When I pointed out that the bathroom situation was false advertising, they proceeded to blame Booking.com, claiming it was the platform’s fault for the misleading images. In reality, the property is responsible for uploading accurate room photos and descriptions, so this excuse is entirely unacceptable. It felt as if they simply did not want to deal with the situation.||While this whole situation was going on I was not in the room — I went out for dinner till 8pm not wasting my precious holiday. I would have checked out immediately if it weren’t for the long wait for their response, which never came. This caused another issue: the system wouldn’t let me check out because it was a “web code” style check-out, and they claimed no staff were available to verify the room was empty. Effectively, this could have forced me to pay for a night I did not actually stay in.||The only “compensation” offered was a 10% refund plus 15% off a future stay. Why would I ever stay here again after being misled by false photos and ignored by customer service, let alone pay the remaining 85%?||Conclusion: This property has misleading advertising, unreliable service, and no functional 24/7 support. I checked out the same day I arrived, booked another hotel, and still had to fight for even a partial refund. I am still in the process of requesting a refund (this matter deserves a full refund) and the matter has not been resolved, but I strongly suggest avoiding this property — do not take the risk. ||P.s. attached is the photo of the bathroom for the actual hotel room in comparison to the one advertised on...

Had a terrible experience at this property and would not recommend it.

I arrived at 4 PM on a Sunday, well before the stated 6 PM closing time of the front desk. The property had even texted me earlier asking if I would arrive before 6 PM, otherwise they would send me a passcode. I confirmed I’d be there before 6, but when I arrived the front desk was already closed and no one was present to assist instead I received a code to check myself in.

The main issue, however, was the bathroom. The layout I received looked nothing like what was advertised online. The toilet was crammed directly in front of the shower glass, leaving no space to place my feet properly — an unusable and completely misleading setup compared to the photos. This is why I immediately requested a full refund and booked another hotel the same day.

From 4 PM to 5:55 PM, I waited for text replies with no real help. At 5:55 PM, I finally got someone on the phone who said a colleague would call me back in 10 minutes — but no one ever did. After 6 PM, I occasionally received calls from their number, but each time I answered, the line disconnected. At several points, I was stuck in the call waiting room for 10–20 minutes with no one ever picking up. On WhatsApp, the support team ended the chat, triggering a customer survey instead of providing help. It felt as if they simply did not want to deal with the situation.

When I pointed out that the bathroom situation was false advertising, they proceeded to blame Booking.com, claiming it was the platform’s fault for the misleading images. In reality, the property is responsible for uploading accurate room photos and descriptions, so this excuse is entirely unacceptable. It felt as if they simply did not want to deal with the situation.

While this whole situation was going on I was not in the room — I went out for dinner till 8pm not wasting my precious holiday. I would have checked out immediately if it weren’t for the long wait for their response, which never came. This caused another issue: the system wouldn’t let me check out because it was a “web code” style check-out, and they claimed no staff were available to verify the room was empty. Effectively, this could have forced me to pay for a night I did not actually stay in.

The only “compensation” offered was a 10% refund plus 15% off a future stay. Why would I ever stay here again after being misled by false photos and ignored by customer service, let alone pay the remaining 85%?

Conclusion: This property has misleading advertising, unreliable service, and no functional 24/7 support. I checked out the same day I arrived, booked another hotel, and still had to fight for even a partial refund. I am still in the process of requesting a refund (this matter deserves a full refund) and the matter has not been resolved, but I strongly suggest avoiding this property — do not take the risk.

P.s. attached is the photo of the bathroom for the actual hotel room in comparison to the one advertised on...

The whole experience from the very first communication with the staff of The Mozart Hotel regarding booking and relevant infromation to the check-out was outstanding and certainly reflected its very good score and reviews.

The staff first of all was always very kind and happy to assist you to whichever wishes and requests you had.

Given the fact that our stay was in the middle of September 2021, amid Covid19, our expectations in terms of cleanliness, compliance with measures and comfort were pretty high. Nevertheless, The Mozart Hotel excelled in these areas, with the room and bathroom as well as with the common areas being exceptionally clean, tidy and with a very sweet scent of comfort.

The room itself (Cosy room) was spacious and comfortable enough, with plenty of amenities, ranging from the very comfortable and relaxing bed and the spacious wardrobe, to the small extras one could find within the room, for instance the Nespresso capsules and coffee maker and the small care products found within the beautiful bathroom. Worth mentioning is the fact that it had large capacity body and hair shampoo packs within the bathroom, without having to worry thus, about running out of shampoo quickly.

Moreover, the experience of having breakfast in The Mozart Hotel was also outstanding as it was plenty enough and even more than one would expect. Due to Covid19 measures, you had the possibility during the previous day to choose between three types of breakfast according to your taste and needs (lactose-free also offered) with the ability also to order extras, such as eggs and omelette with no extra charge. Of course, during our breakfast the staff was more than happy to serve us with more cheese, ham, bread, croissant and coffee upon request.

The hotel itself is located in a very central and beautiful, yet quiet and calm area within Salzburg, and within walking distance not only from the central market place of Slazburg, but also from the old town and the Fortress as well.

As a highlight, apart from the whole relaxing and beautiful atmosphere the hotel displayed, I would mention the ability of having a glass of tasty wine or cocktail right outside of the hotel, where a couple of round tables and chairs for sitting can be found, on which you could gather with friends and have some good time during the evening with a view to the picturesque streets of Salzburg.

Overall, as we are considering The Mozart Hotel for staying next time we visit Salzburg during winter time, I would certainly and wholeheartedly recommend this hotel for your next stay in Salzburg as we were fully satisfied with the services, the hotel itself and of course its value according to the...