Hotel Kaffeemühle Wien — Hotel in Vienna

Good afternoon. Here is my review. We booked the trip coming to this hotel April 13 to April 16. We arrived at 11pm. Nobody was at checkin. They left us a key. They gave us room on the 7 floor. We are family of 4 that included 2 small kids. When we arrived the building looked OK but the trouble starts when we went to our room. We thought they gave us penthouse because of last floor. As soon we open the door that was our nightmare begin. The room looked like a prison with one window which was broken and no air coming because from window blocking view of other building which nightmare. So we found air condition and was happy at the beginning but when we turn on its was coming hot air. My daughtr found some kind of bugs.. On a desk they left phone number of after hour customer service. We called and explain situations with air conditioner which he laughed and sayuing 80% of hotel room air conditioning not working. Then he hung up the phone. My kids was scare of that room and we came to enjoy vacation not suffer. I didn't have a choice but moved to other hotel Marriott which was 10 minutes away. In the morning we came to the reception and explained everything and they apologized and said we not that our air condition not working. We return the key and they didnt offer me any room. I asked them if any other room available the said yes but we have to wait till 3 pm . Then we said we want to refund which receptionists told us no problem let's expedia contact them and we will refund the money. We extended stay in Marriott which was best. The same day I called expedia and they told that they will contact with hotel and refund the amount. Past 3 week still no refund. I came back to usa and I called the hotel which they told me that expedia never contacted them. Which is a lie. I have confirmation on expedia. The receptionists name was Alina Puica. Which said that we will refund the money. Today may 16 I contacted them and they said no refund. I am including email.

(We are sorry that the guest was dissatisfied with their stay. After immediate inspection, we found no evidence of insects in the room. We have not received any similar complaints from other guests. The guest was immediately offered a room change as a solution, but they declined. After carefully reviewing the situation, we unfortunately do not see any basis for a refund. Thank you for your understanding.) They saw a picture but still refuse. Do me favor do not book these hotel. Especially if you have a kids. Worth experience ever. Looked at the picture and tell yourself if you...

We stayed at Hotel Kaffemühle in Vienna from June 5 to June 6, 2025 (Room 410), and it was, without exaggeration, one of the worst hotel experiences we have ever had.

Late that night, our room key card suddenly stopped working, locking us out of our room. We had no access to our belongings, bathroom, or a place to sleep. We followed the hotel's instructions and tried both emergency numbers provided one of them was outdated, and the other, for the security company AFS, never answered, despite multiple attempts.

We were left completely alone and helpless for the entire night, with no hotel staff on-site and no one reachable to help us. We had to sleep on the floor, without access to water or a toilet, in what was a truly humiliating and distressing experience. This was not a simple inconvenience—it was a total failure of guest safety and service.

The next morning, when staff finally arrived, we were sick, exhausted, and emotionally drained. The incident ruined our trip to Vienna, including plans and reservations we had made.

To make matters worse, we contacted the hotel multiple times via email to report the situation and request an explanation or compensation. Despite several messages, we received only a delayed response asking for more proof, rather than acknowledging what clearly happened. The hotel has so far shown no accountability, even though:

They provided outdated emergency numbers Their key system failed They had no emergency staff available And they continue to work with a security company (AFS) that has a history of not responding, which even one of their own staff admitted

We were made to feel as if we were at fault, even though we followed all instructions correctly. We were not offered any real apology, let alone compensation, for the night spent locked out and unsupported.

This hotel clearly does not have proper emergency protocols, and they do not take responsibility when things go wrong. We strongly advise others to think twice before staying here, especially if you value safety, professionalism, and basic...

Very good !! We had our accommodation there during April. The hotel was easy to be found ! Both receptionists were willing to help, kind and spoke fluent English, which was helpful as we do not speak German. Room was always warm and cozy and always had hot water in the shower ! The view -that was the same for all the rooms- was really pleasant, looking in the Main Street which was always quiet even on busy hours ! We were a little disappointed when we found a cut toenail on our bathroom which may happened to be there from the ones before us, but it was not such a big deal at the end of the day. Everything inside the hotel worked perfectly and a vending machine spot was on the same block in case of any need during night time. We would be pleased if the vending machine on the reception area had water bottles available too though. A supermarket was located just some meters away and the train station was really close too! We had rented a Vespa and the distance from the centre was not a problem at all for anyone thinking about it :) Public electric cars were available close to us too.

The breakfast was fine. The quality of everything was more than average and we had plenty of options. We expected human-made coffee (because of the hotel name maybe) but we had a coffee machine instead. We were offered all kinds of coffee though so that kept us happy :) The only thing that I would mention that maybe happened to bother us a little was breakfast offerings not being refilled often, like water for example. All in all I would suggest this hotel. Preferably book from their site and maybe 2-3 months before your visit for better...