Hotel Mercure Raphael Wien — Hotel in Vienna

Mercure Hotel Raphael Wien Claims to be a 4 Stars Hotel But Unfortunately Definitely NOT.||We Raised a complaint and provided pictures as proof and we were simply dismissed by Hotel management named loana-Octavia KEREBECZ. Who refused to acknowledge , Zero Accountability, Zero responsibility and simply refused to provide any resolution despite 4 emails. Truly pathetic and shameful customer services. Don’t forget this part of All Accor Group hotel. Seems That All Accor has a lot of problems with their customer service team since most emails and proofs are Just Ignored.||We booked two rooms for a family of 4 adults (Rooms 209 and 210) at your ||On arrival we were so disappointed and gutted to see that the Hotel is truly poorly maintained and definitely NOT a 4 stars which We Paid For.||Took over 40 mins just to Check In even that we called ahead informing the front desk we are coming from Italy. (What a Shame) specially we drive over 6 hours to get to the ||Both Rooms, Bathrooms were very dirty, badly maintained, stains on the pillows, stains the bed frames even on the bedsheets …. I seen many 2 stars Hotels in much better condition, cleaner and |hygiene.||We try to speak the Hotel Manager but was unavailable, Was very difficult to communicate this issues. Hence had no other option than to send this email. ||We are attaching pictures as proofs for Both Rooms , Bathrooms in regards to Safety and Hygiene issues , things like coving falling , very dirty , AC Leaking, lots of stains on the bed frames and bedsheets including stains on pillows , wallpaper peeling etc||Being a registered disabled person I found it very unsafe , zero hygiene and truly awful. We check in late afternoon around 5pm hence the Hotel had plenty time to ensure both rooms are properly clean. provide clean bedsheets and clean pillows.||It is truly sad that everyone can claims to be 4 Stars and yet provide such shameful service and Zero Support for...

Rooms worn down, in desperate need of renovation. Located far away from the city center in an area that had quite a lot of substance abusers walking around.||Some evenings, the hotel reception was empty and anyone could access the floors (no key card needed for the elevators). One night I forgot my key card and reception just handed me a new one without checking my identity and whether I am a guest in the hotel. ||When I first checked in, I was given a room where air conditioning didn’t work. Housekeeping came to ”fix” it, until it turned off again 5-10 min later. They seemed to know that the air con was not functioning in that room but gave it to me anyway. When I went back down to the reception after boiling in the room for 30 min, they didn’t even offer me a drink, not to mention upgrade, free breakfast. Nothing. They just made me pack and move my stuff myself and go down to get the key to another room. ||Second room wasn’t much better: worn down, stains everywhere, rust and something black in the bath tub, a blood stain on the duvet, a huge hole in the rug, toilet a bit loose. Air con was working, but temperature or volume could not be adjusted. Overall, felt like a 2-star motel experience, not a 4 star hotel. ||Housekeeping: did not refill coffee and tea offering in the room without asking, did not change the sheets during my 6 night stay, and came knocking on the door on check-out day at 10:30 (check out at noon). Like, why?||Breakfast was not great and when they ran out of melon, they did not refill or bring any other fruit. Reception staff seemed not to care and one of them was flatout rude at checkout. Ultimately, they gave me one free breakfast when I expressed I wasn’t happy with the experience and gave them feedback, but not without huffing and puffing and rolling their eyes at me. Is this just the Viennese service culture?||I would not...

Rooms worn down, in desperate need of renovation. Located far away from the city center in an area that had quite a lot of substance abusers walking around.

Some evenings, the hotel reception was empty and anyone could access the floors (no key card needed for the elevators). One night I forgot my key card and reception just handed me a new one without checking my identity and whether I am a guest in the hotel.

When I first checked in, I was given a room where air conditioning didn’t work. Housekeeping came to ”fix” it, until it turned off again 5-10 min later. They seemed to know that the air con was not functioning in that room but gave it to me anyway. When I went back down to the reception after boiling in the room for 30 min, they didn’t even offer me a drink, not to mention upgrade, free breakfast. Nothing. They just made me pack and move my stuff myself and go down to get the key to another room.

Second room wasn’t much better: worn down, stains everywhere, rust and something black in the bath tub, a blood stain on the duvet, a huge hole in the rug, toilet a bit loose. Air con was working, but temperature or volume could not be adjusted. Overall, felt like a 2-star motel experience, not a 4 star hotel.

Housekeeping: did not refill coffee and tea offering in the room without asking, did not change the sheets during my 6 night stay, and came knocking on the door on check-out day at 10:30 (check out at noon). Like, why?

Breakfast was not great and when they ran out of melon, they did not refill or bring any other fruit. Reception staff seemed not to care and one of them was flatout rude at checkout. Ultimately, they gave me one free breakfast when I expressed I wasn’t happy with the experience and gave them feedback, but not without huffing and puffing and rolling their eyes at me. Is this just the Viennese service culture?

I would not...