Sheraton Grand Salzburg — Hotel in Salzburg

After our long and hectic journey to Salzburg, we were happy to have made it to such an amazing hotel! The hotel is walking to the train station, and we were greeted with warm smiles, a cozy and contemporary looking lobby, and infused water to round it all up. They offered personalized check in service calling us by our last names, and the lobby was well lit offering several brochures and maps of the city. We ordered room service during our stay the salad and the pizza both tasted good. The lift also felt luxurious with 2 lamps, a mirror, and also an intricate painting on the ceiling. Being a gold member we were greeted with a complimentary bottle of water, fruit basket, 3 Lindor chocolates, 2 Happy hour vouchers, and unlimited free barista made coffee. The location of the hotel was excellent located right next to Mirabell Garden and Palace and minutes from the old town. There were plenty full of facilities at the hotel, from 2 restaurants, room service, a club lounge, a bar, a terrace, 3 meeting rooms and banquet hall, business Centre and even a beauty parlor. The hotel also has a parking garage and the bathrooms downstairs are really clean with free mint candy. The hotel also has a shoe polish machine and ice machine on all floors and both are complimentary for guests. The hotel also has a porch and valet services. Sheraton grand also has a health club located on the 2 floor consisting of steam, sauna, locker room, gym, showers, bathrooms, spa, sitting area. The gym is open 24/7 and there is also a fruit basket stocked with apples, and cups for complimentary alpine mineral water. The mineral water tank is a very useful and well thought of feature in the hotel. There are also magazines in the lobby. The lobby also has playing cards, and feels really cozy though spacious at the same time. Not only did Sheraton have daily housekeeping, but also had a turndown service, with 3 more Lindt chocolates and the bed made along with other things like a mat spread below the bed! A very rare thing in luxurious hotels these days! The service was also top notch and professional. The room service arrived in a few minutes and we ordered extra soap which also arrived in no time. The staff at the front desk were also really kind and hospitable, every morning we went down at around 5 am to get coffee and the person in the front desk himself would make it for us so that we could take it to the room. They offered unlimited barista made coffees per day, and happily made it also. When we were leaving the piano bar tenders also gave us 3 cups of coffee upon request to drink in the car. The coffee beans were high quality Julius meinl beans. The bell desk also proactively kept our luggage after we had a smooth checkout experience. The hotel staff by every means went consistently above and beyond our expectations and made sure we had a memorable stay at the Sheraton grand. The hotel was also recognizing elite bonvoy members well, by giving them free bottles of water, fruit basket, and coffee vouchers. In other words thanks to the amazing and hardworking staff, state of the art facilities, cozy, elegant and charming public areas such as the lobby, and an excellent location we had a memorable stay at The Sheraton Grand Salzburg! One of the best hotels in Salzburg and a great value for money stay! Cannot recommend more and a must visit hotel to anyone who is...

I am writing to formally lodge a complaint regarding a highly unsatisfactory experience that occurred during our stay at your hotel. Our tour group of 28 guests encountered multiple issues that should never happen in a property that claims to be of a 5-star standard.

(1) Deactivated Key Cards for All Guests On the morning of August 12, 2025, after breakfast at around 9:00 a.m., all 28 of our room key cards were suddenly deactivated without any prior notice. None of us could return to our rooms, nor could we use the elevators properly. Most alarmingly, my mother was trapped alone in the elevator on the ground floor (0F). Since her key card was invalid, she could not access her room floor, and due to an elevator malfunction, pressing the “open” button did not allow her to exit the elevator. This created a highly distressing and unsafe situation.

(2) Housekeeping Entered Before Check-Out After the front desk reissued me a new key card, I returned to my room only to find that the housekeeping staff had already entered, remade the bed, and started cleaning — all before the official check-out time. My luggage and valuables were still inside the room at that time. This was a serious breach of guest privacy and security.

(3) Unprofessional Front Desk Service When our tour guide raised these issues at the front desk, the female staff responded in an indifferent manner with only a brief “we are very sorry.” When asked to speak with the manager, the female staff member coldly replied that the manager was not available. Furthermore, our tour guide explained to the receptionist that our travel agency has been working with your hotel for several years, and such a response was unacceptable. She also informed the receptionist that once she returned to our home country, she would report these shortcomings of your hotel to the company to evaluate whether to continue using your property in the future. Despite this, the receptionist’s reaction remained the same — a cold and perfunctory “sorry.” Such dismissive behavior is unacceptable, especially at a hotel that positions itself as 5-star. The service received was more in line with that of a budget hostel rather than a luxury property.

Given the seriousness of these incidents — involving guest safety, privacy, and service professionalism — I strongly urge hotel management to thoroughly investigate this matter. The receptionist involved demonstrated behavior that was unprofessional and unsuitable for front desk responsibilities. For the reputation of your establishment, I recommend immediate review and corrective action. We chose your hotel with the expectation of comfort, safety, and professionalism. Unfortunately, our experience was far from satisfactory. I kindly request a formal response from management regarding how this situation will be addressed to prevent...

Note: This review is for a stay last July 2024 --

My wife and I were staying at the Sheraton Salzburg for our honeymoon and it was unfortunately the worst hotel of our 2 week trip. I would preface by saying that I had called the day before our check-in to request if there were any upgrades available and the representative that I spoke with said absolutely and confirmed the upgrade. Of course when we checked-in the request/upgrade was never noted down by the Sheraton staff which is fine, if not for the following issues that we then encountered during our stay:

1. Our toilet was leaking during our stay and left a puddle of water on the floor. When this was brought to the attention of the front desk the first time on Sunday they just made a note of it and instead of trying to fix the actual issue, all housekeeping did was dry it up with a towel. When we came back from dinner later that Sunday night it slowly started to leak again and formed a puddle again by the next Monday morning. The front desk never followed-up with us on whether the issue was resolved and so I had to bring it to their attention again. This time the front desk offered again to have housekeeping dry it up with towels again (which is unnecessary as I already did that myself) or finally offered to switch our room which didn't make sense anymore since we were checking out the next Tuesday morning.

2. The mini fridge did not work and had two problems. First, the light of the mini fridge would flicker constantly on and off like a strobe light. Second, and I say this with no exaggeration, our room temperature hotel room was cooler than the actual mini fridge. This issue was brought to the front desk during the same time as the leaking toilet above, but I don't think they even attempted to fix the problem.

3. The TV remote in the room did not work as it needed battery which was easily resolved with a quick call to the front desk, but after that was fixed neither Netflix nor actual Austrian TV channels worked. When I asked the front desk the next morning about it, all the lady said was that "Yes, this is expected the connection does not work". No suggestions or any acknowledgement for the inconvenience, just a matter of fact statement.

4. The housekeeping, room service staff, and breakfast buffet were nice enough. The morning front desk staff of Lai and another young gentleman were also kind, however, the overall customer service we received was not at all expected of a supposed 5-star hotel.

In summary it was a 3 star quality hotel with the pretentiousness of a 5 star, would not...