Hotel Imperial, a Luxury Collection Hotel, Vienna — Hotel in Vienna

From the moment we were greeted by Konstantin (who immediately acknowledged our SPG Gold status) to the time we checked out, we were treated with professionalism and friendliness, a combination rarely achieved in the hotel industry.

The room itself was stunning, and the marble bathroom was the height of luxury. For those in the theatrical professions -- everything in the hotel is detailed to the farthest corner of the room and even in the entire hotel. You couldn't see into the wings. Not in the room, not in the hotel. Beautiful fabric on the walls, comfortable furniture throughout the hotel, and even when a door opened to the back of the house, there was no break.

There were also some pleasant surprises: For example, one night as we were having a drink and enjoying the piano music in the bar, it was announced that there would be a concert. An attractive and talented quintet played for almost an hour and a half. Two guitars, cello, flute, and soprano -- lovely. Thanks for the bonus!

And if you like apple strudel, make sure you pay a visit to the cafe. I know the Imperial Torte is the house specialty, and it is excellent, but don't miss the strudel.

A special mention must be made regarding the concierge staff. They helped us so much, whether it was restaurant advice, tour information, general directions, and just about anything else. I especially want to recognize M. Grassauer, the concierge with whom we worked most often. He arranged to get us tickets for a performance art piece and even helped us purchase our train tickets for our next destination (which I totally forgot to do before we left home). He is incredibly well-informed about the Vienna performing arts scene, and I recommend working with him whether you are interested in the classical performing arts or are looking for something a bit more adventurous.

[A side note about the bathroom in our room: Many of us as we get older need some adaptation in facilities -- not the full-on handicapped access, but just some few changes to make life easier. The free-standing shower had a roomy marble seat as part of the over-all design (not just a pull-down perch) and a hand-held shower attachment. It was stable, it was easy to use, and still luxurious. Instead of merely an orthopedic adaptation, it just seemed to be an added bit of luxury. Thank you for that.]

Bottom line: Would we stay here again? Absolutely! I wouldn't hesitate...

while the hotel is Exquisite in the absolute sense: the finest, elegant, luxurious and restrained luxury of a world class hotel of great renown, the service from management was disappointing to say the least. One manager ( apparently, names are not permitted) who was in a position to make those things that were wrong, right, ignored us during our eight night stay . Another manager, was kind and Treated us graciously must have made efforts but failed totally when it came to follow- through. We occupied a large suite and we were given exactly, to the letter, everything the printed inclusions are, as stated on the website. With the exception of a welcome gift, petit fours and daily butler service. The butler service, such as it was, was sporadic and confined to a pot of tea, once daily, for two people. There was no recognition by the staff at all regarding the purpose of our stay: birthday celebration. Obviously no one is entitled for more than the pro forma printed inclusions. However eight night's in a luxurious suite should engender the attention of the general manager. Perhaps there are reasons he never returned my calls. There were some serious lapses in housekeeping service. As a guest I felt taken for granted. This has never been my experience before at this hotel. Mr Moser, on the other hand, is a great concierge. I was most disappointed when a specific room which had been promised to me, even as late as after I was already at the hotel, which I was contracted to occupy for the last four night's of my stay, was taken back because a VIP needed the space. I know the management was embarrassed to have to go back on their promise to give me this particular room, (not as an upgrade) but I was a bit shocked. And disappointed since the suite I occupied for the first four night's had many deficits in comfort, location and layout. Everyone likes to be appreciated: the bellman, the concierge, the waiter, the Front Office Manager, the gentleman who leads you to your room, the butlers. Butvthe guest likes to feel appreciated as well for giving excellent business and acting and dressing respectably and respectfully. Room service was delicious and, aside from The Concierge, he was an outstanding employee. The GM was very unfriendly and most disinterested. The staff did try, but trying and succeeding are...

After reading all of the reviews regarding the impeccable service to be expected at the Hotel Imperial, we were very excited to visit. We spent seven nights here, three in an imperial junior suite and four in a duplex maisonette suite. Both rooms were beautiful and very well kept. Cleaning staff were friendly and professional.

However, I must note that service at the hotel was very inconsistent. On the bright side, the luggage porter was very professional, patient, and friendly. The staff at the Café Imperial were generally professional, polite, and attentive. Wait staff in general were quite attentive, with the exception of the staff at the Imperial Restaurant, where a young waitress was extremely rude and impatient. It was almost as if she were asking me to leave and eat at the café. While the food was excellent, I left quite offended.

Concierge service was extremely poor. Impatient and unhelpful. When we asked about different restaurants and sights in Vienna, they offered little help, and seemed generally disinterested or uninformed. Did only the minimum to get by.

Front desk staff were generally not well informed and unhelpful. We learned upon checkout that our stay included breakfast. We had stayed 7 nights already without this knowledge, as no one at the hotel bothered to inform us.

I spent a significant amount of time working in the recessed atrium area adjacent to the lobby. A truly magnificent and beautiful parlor. One day a nice waiter asked me if I would like any beverage service. He was kind enough to bring me a coffee and some sweets. On another evening, again I was working in the same area, and I asked the front desk if I could order a coffee. Instead of offering to help, they simply pointed me to the hotel bar. Not the kind of service I was expecting from this hotel.

In another case, we misplaced one of our belongings in the hotel. When we asked the front desk about it, they made no offer to help or ask anyone. They simply said, “nothing has been returned to us”. They made no attempt to call the cleaning crew or any of the restaurant staff. We were surprised and disappointed.

It is really shameful that such a beautiful hotel is sullied by such inappropriate service. I will certainly think twice about whether to stay here again next...