Hotel Mercure Wien Westbahnhof — Hotel in Vienna

Currently staying here at the Hotel Mercure Wien Westbahnhof, and there have been a few issues that I have overlooked, but the latest has forced me to make this review.

The location is actually decent, but good Lord this hotel is a shambles.

The hotel is very tired once out of the lobby, and very outdated, so could do with a complete overhaul; which won't happen by the looks of things. The hotel is kept clean.

Now for the issues. This is not a 4* hotel. I'm here with work and the booking is all through them. I was given a 'basic' room which is stated to come without any safe, fridge, AC or even a kettle. Fair enough, you get what you pay for and you can upgrade to a "premium" room for these otherwise known as basics in an actual 4* hotel. But with them forewarning they can manage to defend this. What can't be defended is the malfunctioning key cards.

The keys, even kept away from phones, deactivate EVERY SINGLE DAY. And after getting back to the hotel this evening we had to endure a 30 minute queue to get to the desk; a long wait to get into your own room due to the hotel being constantly understaffed. We were then greeted by a shrug at our query about the key card, with the very poor mannered receptionist stating 'We've told you before that they deactivate every day as there is a problem with the door lock system.' This doesn't really seem a great solution to an obvious major issue with a simple hotel requirement, or in any way a reasonable way of dealing with a constant issue for a customer. The customer service tonight was vile.

Other things to note- generally, the staff are rude. The hotel issues a free drink with check-in to be used during your stay. The barman working most nights states he works for the bar and not the hotel, was extremely rude. Seems to want to do any other little job than serve a customer waiting. They also haven't stocked any draught beers or rose wine for the duration of my stay thus far (7 nights).

The temperature outside is currently 0° yet the room is very warm and I have turned the radiator off and have to open the window. Maybe a ploy to make you upgrade for the AC? It's noisy outside, but it's a city location so that is what it is, but unfortunately for me a lot of smoking is done beneath my window so the smell drifts in a lot. Again, I'm just giving all the details of my stay.

The water for the shower fluctuates temperature whilst taking a 5 minute shower so constant slight adjustments are required as the water will go from freezing cold to boiling hot with a millimetre move.

I don't watch TV but it's to note out of the 10 channels there are none that aren't German language.

Only book if your budget can't get you...

I booked to stay at the hotel 17-19th April 2024.

When I arrived at 140pm, the room wasn’t ready as checkin was at 2pm. The receptionist took my details (and others in the same predicament as me) and told me to take a seat. I asked for a room on the high floor. She said to me it has been pre-assigned as per my request.

I sat and waited. Past 2pm, and no one called us. One by one we approached the receptionists.

Emily served me. Friendly and pleasant check-in. However that was where it stopped. I gave her a feedback (not her service delivery as it was good), but rather the efficiency ie whilst we were waiting, wouldn’t it be more efficient to hand us the registration form to fill out so it was ready when the room is ready. She didn’t accept that well and took it personally. Her delivery changed and she sulked as if I had criticised her personally. She took it extremely negatively and from her actions, it appeared she then changed my room to the lowest floor - on the 1st floor instead of my request and confirmed earlier, on the high floor.

I asked for a Manager - both receptionists immediately told me she isn’t available. Not to give in with this attitude, I told them I would wait. And waited I did, until Eva Langova came to see me.

She was godsend - an absolutely hospitable personality who has all the traits and qualities of a manager in the hospitality industry. She listened and took my notes and agreed that it was a feedback on the hotel processes that could be improved. Her service recovery skills were excellent and offered me a room on a higher floor as I requested. She took pains to ensure this is carried out accordingly. What a lady and what an excellent service recovery - THANK YOU, Eva.

I participated in the hotel’s Go Green policy. I asked how the points could be credited into my membership twice at reception. She told me it will be credited automatically based on my email (she didn’t check). It’s been 2 weeks now and I have not had the points credited. Could you please have...

Dear whom it may concern,

I hope this message finds you well. My name is Wang Yu Hsiang, and I recently had the displeasure of staying at Mercure Wien Westbahnhof Hotel from December 9th to December 11th. I am writing to express my deep dissatisfaction with the quality of our stay.

Upon arrival, my family and friends and I were looking forward to a comfortable experience, having reserved a deluxe double room and two single rooms. Unfortunately, our expectations were not met, and we encountered several issues during our stay.

Firstly, the elevator situation further exacerbated our experience. With only two elevators available and one of them malfunctioning during our stay, we were faced with significant delays each time we needed to use the elevator. Waiting times of 10-15 minutes were not only inconvenient but also disruptive to our plans, especially considering the amount of luggage we had with us. While we understand that technical issues may arise, the extended waiting times greatly affected our overall satisfaction with the stay.

Moreover, the frequent malfunctioning of the room key cards added another layer of frustration to our experience. Despite multiple attempts to use the key cards, we often encountered difficulty in unlocking our rooms. This necessitated a trip back down to the first floor to confirm with the front desk if there was an issue, creating unnecessary inconvenience and disruption to our plans.

I believe that these issues significantly detracted from the overall quality of our stay and fell short of the standard one would expect from a hotel of Mercure's reputation. As a loyal customer who has previously enjoyed positive experiences with your brand, I felt compelled to bring these matters to your attention.

I sincerely hope that you can investigate these concerns promptly and take the necessary measures to address the issues we encountered. I appreciate your attention to this matter and look forward to hearing from you soon.

Thank you for your understanding and...