Hilton Vienna Park — Hotel in Vienna

EDIT: The hotel did send me an apology and acknowledged these issues so it's only fair I note that and update my rating. They were very apologetic and refunded my last night (when I was locked out of my room) which is appreciated.

I would give 0 stars if I could. My experience was traumatizing and FAR below any reasonable expectations – especially from a Hilton property. 1: I had requested early check-in ahead of time and was told by a nice lady that it might be possible. When we arrived, however, we were rudely greeted by a different lady(she was SO rude to everyone) at the front desk and abruptly told to “come back at 4 PM” without any effort or willingness to accommodate us. To make things worse, the check-in line took over 30 minutes – a completely disorganized and unpleasant experience from the start. 2: Upon entering my room, I immediately noticed a dead wasp on the curtain – a clear indication that housekeeping had not properly cleaned or even inspected the room. This is inexcusable. 3: Unbearable hallway odor - The hallways smelled absolutely horrible throughout our stay. I have stayed in budget hotels and never experienced something so repulsive. Both hallways near my room as well as the other side near my family's room, had a pungent smell of food. This was a Hilton, and it was shocking to encounter such poor conditions. The smell genuinely impacted our entire stay. I had to call the front desk to ask them to pick up other people’s garbage that was sitting in the hallways close to my door. 4: Multiple families were staying in nearby rooms and constantly walking back and forth – not a few times a day, but literally 10+ times every hour, talking on the hallways, knocking on doors, and using towels to prop open doors?!?!?!? That towel was used all day to hold a door, was walked over, and likely picked up by housekeeping to be reused by future guests. 5: Trash was left in the hallways for hours, sometimes all day. Housekeeping made no effort to clean it up. As a result, there were bugs and flies throughout the floor. This is not only disgusting – it's a hygiene hazard, especially at a supposedly reputable hotel. 6: Last but not least: On my final night, I was locked out of my room for over an hour due to a ‘’dead battery on the door’’. I completely understand technical issues can happen – but what was truly appalling was the utter lack of urgency or communication from your staff. I stood in that foul-smelling hallway, alone at 11 PM, repeatedly asking for updates and getting nothing but vague answers. I had to go down to reception three separate times to get any information. No one was apologetic, empathetic, or helpful in the moment. At the end, they were able to OPEN my door, however I could not leave anymore and come back. Otherwise, I would have to go to the reception and ask someone to ‘’hack’’ my door and unlock it, every single time. The only person who later phone-called my room to apologize – a male staff member who works there at night and was polite – was the sole exception and the only one who acknowledged the situation appropriately. Everyone else seemed like they did not care that I was not able to access my room for over an hour, at night. When I checked out, I explained I didn’t have a key to return as they kept it due to the issue on my door, and I said I was really disappointed during my stay. The front desk person(different male, younger) just shrugged his shoulders and said ‘’do you want to speak to my manager’’ I said no as I had to catch my flight and that I would be sending an email with my experience, to which he replied, condescendingly: ‘’bye bye’’ ????? what??? That was so unacceptable. I was so exhausted and sad from my experience that by then I just left to the airport, not believing what had...

The room was very dirty. Everywhere was dusty. The glasses were very dirty and had fingerprint inside (the photos are attached to the review). The cupboard was not clean. The reception staff were impolite, indifferent to the guests and unhelpful. They only tried to sell something on guests even by lying and mis selling. During the check in they proposed us a free of charge room upgrade and during the check out tried to charge us for it. They lied us that by paying ONLY 60€ we will get free breakfast and Hilton Honor executive service and during the check out they have charged us 120 € saying that 60€ was for 1 day, however during the proposal they have not mentioned that the fee is only for 1 day. The reception staff serves us very impolite, when we asked the place of terrace saying that they do not have a terrace “go outside if you want an air” after my claims that the honor service gives us an entrance to the terrace, he changed his stand by saying why you have not mentioned that you have Honor executive pass and proposed to go to M2 floor by elevator. We have tried to enter the executive lounge, however it was closed (at 23:00), we went back by fire exit to the same staff and said that it is closed and he mentioned that yes it closes at 22:30, so the receptionist sent us to the lounge knowing that it is already closed. I have not seen such an awful service in any hotel, not in 5 stars hotels nor in 3 or 4 stars hotels. Also there was a killed spider in our room on the lamp when we firstly entered the room. The reception staff did not help us in any query. We have paid for executive lounge, but our pass did not opened the door to the lounge. We asked receptionist to keep an eye on our child for a while who was sitting near the reception desk and watching cartoon, she said that “THIS IS NOT MY DUTY”. One of the air condition system was not working and blowed cold air in January instead of warm air. There was no any food in minibar, it was just empty refrigerator which was also not working/freezing normally. We approached to the reception once again, saying that our 4 years old child is hungry. They said that we have to go back to the room and check the menu by TV. We checked the menu in the room, however there was only cheese and salat mentioned in the menu. We came back AGAIN to the reception saying that our child is hungry, they said you can order cheese and salad to the room and it is great choice with the wine. I said are you joking. Our child is not drinking a wine. So they said that we can go outside and eat in the nearest fast food/street food. It was a shame for us telling the seller of street food that we are staying in HILTON with HONOR service and found something to eat for the child in the street. No one helped us with baggage not during check in nor during check out processes. I will Never come back to this hotel which does not have a service and will not recommend anyone to stay in that...

I stayed at Hilton Vienna Park and while the room itself was very clean, comfortable, and offered a lovely view, the overall experience was extremely disappointing due to poor management and unacceptable billing practices.

We had prepaid around €1.000 for our stay. Before arriving, I received an email through the Hilton Honors app encouraging us to check in online. When I attempted to do so, the app asked me to pay again, despite the booking being fully prepaid. This led to a frustrating exchange of emails with reception — something that felt completely unnecessary and disorganized.

Upon arrival, we were informed we needed to pay a €100 deposit (not mentioned previously) and an additional €40 for our dog (mentioned previously). We were told the €40 would be deducted from the €100. We tapped our card for the €100, but shortly after, we noticed a charge of €280 on our bank account.

When we raised this at the front desk, the staff claimed it was a “system error.”

But charging a guest more than the authorized amount is not a system glitch — it’s unethical and potentially illegal. We spent over an hour trying to resolve this. Meanwhile, the manager refused to speak with us directly and asked a receptionist to handle the situation alone.

The breakfast buffet was rich in variety, although pastries were noticeably stale.

Overall, the room quality and view were what you’d expect from a Hilton, but the experience with staff and billing was exhausting and unprofessional. I sincerely hope Hilton takes responsibility and improves its customer service and internal processes.

‼️‼️‼️‼️EDIT – Unauthorized Charge Attempt After Checkout

What makes this situation even more alarming is that on June 5th, 2025 — over a month after our departure — Hilton attempted to charge our card again for £239.78 (€284.30) without any notice or explanation. Thankfully, the payment was declined due to insufficient funds, but the attempt itself is deeply concerning.

This is not just a billing error. It raises serious concerns about how guest card details are handled and whether proper safeguards are in place. After further research, I discovered other reviews mentioning similar experiences, which suggests a pattern.

In my opinion, this goes beyond mismanagement it borders on unauthorized use of financial data.

I have already reported this to Hilton’s executive team and am now considering further action through consumer protection authorities and my bank’s fraud department.

I strongly advise anyone staying here to monitor their accounts closely...