Grand Hotel Wien

BEWARE, TRAVELERS — Extremely Disappointing Experience From the moment my family entered the lobby of this hotel, marketed as a 5-star luxury property, our experience was unacceptable. We had reserved and prepaid for three rooms for theee nights at more than $800 per room, per night. Upon arrival, management informed us that all three rooms had “water damage” and could not accommodate us. We later learned that the hotel had apparently been overbooked. Management relocated our entire family to what they described as a “comparable 5-star hotel.” It was anything but comparable. The hotel was miles from downtown and outside the city center, overlooked train tracks, and rooms were advertised online for approximately $139 per night. This was nowhere near the accommodations we had reserved and paid for. Our first evening was essentially ruined by the unexpected relocation. The following morning, our entire family had to pack again, arrange transportation, and return to the Grand Hotel. Despite the enormous difference in accommodations and the inconvenience caused entirely by the hotel, management refused to refund the three $800+ rooms for the night we were displaced. Their proposed compensation? A complimentary breakfast buffet while we waited for our supposedly “water-damaged” rooms to become available. Unfortunately, the experience did not improve. During the remaining two nights of our stay, technology in one of our rooms did not work properly. We contacted the hotel twice, yet the issue was never resolved. For a hotel presenting itself and charging rates as a 5-star luxury property, the way this situation was handled was extraordinarily disappointing. What concerned us most was the lack of accountability, transparency, and meaningful effort to make things right after displacing an entire family from three prepaid rooms. Our family included Americans, women, senior citizens, and a person with a disability, and the treatment we received left us seriously questioning whether one—or more—of those factors influenced the way management chose to treat us. While we cannot know management’s true motivation, the dismissive and unacceptable manner in which our family was handled was troubling enough that we could not help but wonder whether we would have been treated differently had we been a different group of guests. Based on our stay and the way management handled these issues, I would never recommend this hotel and would not stay here again.

Grand Hotel Wien delivers old world elegance with flawless service and functionality. The rooms are refined and comfortable, the staff are warm and attentive without ever being familiar or intrusive, and the location—steps from the State Opera—couldn’t be better. Every detail feels polished, making the stay both luxurious and effortless. A truly memorable hotel experience. We cannot wait to return

I booked this hotel based on many positive reviews, but unfortunately, I was given a room with the worst view ever I had. I'm right now writing this review from my room in the Hoyel and ask all future guests who are looking for nice view to avoid room 231 othrwise they will enjoy a view that is completely unworthy of the high price they are paying. Personally, I will never ever return to this hotel again and I didn't recommend it.

Pro: location, fabulous reception team (thanks, Olga and others ), great breakfast (thanks Goren and Basima) . Very nice bathrooms (in rooms and public spaces). Wonderful room 406(had to upgrade but worth it) Con: concierge has very limited hours, so not really available to help, cheapest rooms are really cramped w tiny closet, impossible for more than one very light packer for one night . The hotel is used by large groups so breakfast is very crowded and rushed, and some of the staff is really grumpy and grouchy. A few are terrific(see pros)

The building is exquisite! But!! It is not what you would expect from a five star hotel. To begin off, let’s talk about housekeeping: very bad!! I am traveling for about 20 years all over the world and it is for the first time I found my night gown thrown over the nightstand 😟! They are not cleaning the coffee machine and not replacing the coffee pods. In the room is cold and many people are asking for supplementary heating. The turndown service is also non existent! Not that we can not live without it, but we pay for this service and a lot !! I am very disappointed about these hotel that I chose for a weekend in Wien. Also, I can tell you that they are promoting their restaurants with terraces which are almost all the time closed because of the bad weather. !! ( all around them there are restaurants and terraces open!!). Wien is a big city, find another hotel. This is very expensive one and they do not indulge you!!