Rosewood Vienna — Hotel in Vienna

What should have been a great experience was made terrible simply because of poor service from staff. Mistakes happen, but failing to own up to your mistakes, placing blame on the customer and failing to follow through on your promises are unnacceptable in the service industry. Especially when paying $1000+ per night. This was the third hotel we stayed at during a european vacation and it was byfar the only poor service we experienced. We had stayed at a Rosewood hotel before and chose this hotel due to a great experience.

The spa supervisor refused to accept responsibility for a scheduling error. Continued to argue with me in the lobby and later showed up at my door where she continued to avoid taking responsibility. At the conclusing of this discussion, she said she would get back to me with a resolution. We never heard from her. The next day i brought this up to the folks at the front desk. While we are explaining the situation for the 5th time they send up an "apology bag of incense" with a note that at this point is obviously written begrudingly and disingenuine apology. Too little too late.

We scheduled an hour and a half couples massage where my pregnant wife was to begin at 3:30p. I would do the sauna for 30 minutes and join her at 4pm. I use the sauna for 30 minutes, take a shower and begin to get ready to head to the massage room to being the massage portion. I get dressed and begin looking for the massage room but I can't find it because this hotel is the most confusing mess I have ever encountered. There are like 3 or 4 different elevators in this hotel. Part of the spa is on one floor and the other part in on another floor. After wandering around in the hallways of this hotel in a robe and underwear i give up and head back upstairs to the locker room to get get changed and hoping that eventually somebody would come find me. During this process, to my dismay, I put my hand in the pockets of the robe I was provided and find womens underwear and a dirty brush. At that point, it was 4:15 and I had not heard from anybody about the fact that I did not show up to the scheduled massage. On my way back down one of four elevators i see the massage supervisor at her desk on the first floor and i explained what happened but this lady really starts arguing with me about what I experienced. It was absolutely bizarre and she should be ashamed of herself and choose a different industry to work in where she does not have to deal with paying customers. She could not do something as simple as appologize for the scheduling error.

As I was finalizing my bill, the front desk told me they would call me with a resolution to our terrible experience once the manager was back in the office. Of course, that never happened. At every turn these people failed us. The front desk is lacking the leadership, experience and wisdom necessary to run a Rosewood hotel.

The concierge was a different story. They helped us get tickets to an opera last minute. Explained the layout of the city. Set up rides and so on which was extremely helpful. It is a shame that their collegues do not hold themselves to the...

I can say Oliver and I have done some traveling in the past couple of years and we have had our share of very nice rooms at extremely beautiful hotels. The @rosewoodvienna hotel can officially be named our favorite hotel room that we have visited as a couple. The suite was immaculate. On the entryway there was a beautiful sitting area with a full length mirror perfectly placed next to a chair and a side table displaying some books with Viennese cultural information. There are plenty of books placed evenly around the room that are not only beautiful but help the visitors have a wider understanding of all the history around Vienna. There is so much to be learned in such little time that to fully understand all the history these are great to have around. The bathroom with a shower and a tub done to perfection ran along the hallway that took us to the actual bedroom. Towards the end of the hallway there was another door with a powder room which had the toilet with a sink and mirror with beautiful contemporary decoration. Once you get to the actual bedroom it has a beautiful, spacious, and contemporary sitting area were you can relax and watch Tv. A nice soft mattress is extremely important to me. When i go on vacation i don’t rest much. I only use the hotel room to shower and sleep. Nothing feel better than coming back to your room and taking a nice warm shower and jumping into a comfy bed. I hate going to a hotel room where thousands of dollars are spent to stay and sleep in a hard or uncomfortable bed. Bedding was excellent, one of the best I would say. Adjacent to the bedroom there was a beautiful walk in closet with a vanity standing in the middle of the closet that i used every morning to blow dry my hair and do my makeup with out having to bother my husband while he was in the tub reading. There was a Dyson blow dryer in the vanity which is exactly what i carry with me on every trip but I am always too afraid to connect to any outlets even though we carry converters, needless to say i am on my fourth blow drier due to technical difficulties on the past (i have ruined 3 perfect blow dryers by plugging them into the wall outlets with the wrong converter and adapters). This seems more like a short novel than a review but I just want to finish by saying Isabella at the concierge desk was amazing, extremely helpful. We were welcomed during our check in by a young man from Mozambique that was very nice and welcoming. Located right in the heart of Vienna. Ideal for luxury shopping and sightseeing. You do not need a car if you stay in this hotel. You are minutes away from any of the...

The most appalling experience - even two star hotels don't try to cheat you this way. For the price you're expected to pay, the customer service is subzero.

I contacted the hotel to ask if any special packages were available for an off-season weekend stay. Leonie, the booking manager, replied with a "package" that had no special features, but much worse: the prices were higher than on the website. I could have booked on the website at this point, but since I was in touch with Leonie, I decided to respond to her and point out what I assumed was an error - not common for a hotel of this caliber, but it can happen. I also specified we were not interested in options with breakfast, and the only options sent to us were with an exorbitantly expensive breakfast (at their restaurant with pretty low ratings).

I never heard from Leonie again, instead, I got a reply from Rajwinder, who simply wouldn't amend the mistake and insisted the price "had changed as Leonie was making the offer" and was now, within a 24 hour window, higher. First of all, this is not true because I checked the website price AFTER Leonie had sent the offer. Secondly, even if this had been the case, since a guest is waiting for the booking manager's response, even in the unlikely event of a 24 hour price increase for an off-season room six months away, it would've been absolutely correct to offer the original price on the website. The final straw was that Rajwinder, like Leonie, completely ignored that I did not want an offer with breakfast, even though I pointed it out to her again.

Clearly, this hotel is trying to force the most expensive and overrated breakfast onto you, and rigs their system to increase the price once they know a guest is interested in a far away, off-season date.

It is such a shame, as I was looking for a special treat for a weekend getaway. However, if this is how high-class hotels in Vienna treat you, I can't imagine how you're treated elsewhere in the city. For now, Vienna is on hold. I wanted to give this city a chance now, despite its terrible history... My own family was deported from here in WWII. I'm not sure if I was treated this way because of my Jewish surname, but it does feel like something...