Grand Hotel Wien

My stay at Eurostars Grand Hotel Wien was truly exceptional from beginning to end. The hotel is elegant, beautifully maintained, and perfectly located in the heart of Vienna. The rooms were comfortable, spotless, and thoughtfully designed, making for a relaxing and enjoyable stay. What made the experience especially memorable was the outstanding hospitality. I would like to give special recognition to Morgan Girardeau, the Guest Relations Manager. Morgan went above and beyond to ensure that every aspect of my stay was perfect. His professionalism, kindness, genuine care, and attention to detail made me feel truly valued as a guest. It’s rare to encounter someone so dedicated to delivering exceptional service, and his efforts made a lasting impression.

Grand Hotel Wien has its nice moments. But to call this a 5 star hotel is like calling a hamburger a filet. The problems started at check in. The room was guaranteed for 3pm check in, I arrived at 4pm and had to wait half an hour in the lobby. Worse the front desk promised me “3 minutes” but then took other guests and became fully unavailable. I would have rather been told 30 minutes than promised 3. Next the WiFi was terrible. I mean awful. Slow does not provide the full picture. Simple emails took minutes to load. Unacceptable for a 5 star hotel. Next in the morning we were suddenly awakened from deep sleep with hotel maintenance pounding at the door. Once opened they asked to come in to fix the television. We had not reported a problem with the television and he had the wrong room. Finally the room itself, while very comfortable and decently appointed, felt tired. The furniture and decor is in need of some freshening. The old shower head in a bathtub model is old school to a fault. I realize the goal is to harken back to another time but dingy furniture is not acceptable in a 5 star hotel. Beds and linens were very nice. Blackout curtains were also nice. This is a solid 4 star hotel advertising itself as 5 stars.

I stayed at the Grand Hotel Wien for five nights while attending a conference in Vienna. The hotel’s main strengths are its excellent location and cleanliness. It is very well situated for both business and sightseeing, and the property is generally well maintained. My room was fine, although I had specifically booked a king bed and was assigned a twin room instead. The beds were also not particularly comfortable. They felt small and somewhat old-fashioned, with spring mattresses that reminded me of older hotels rather than what I would expect from a modern five-star property. The breakfast was decent, with a reasonable variety of options, but the quality and flavor were average. It was perfectly acceptable, but not at the level I would associate with a top-tier luxury hotel. The biggest issue by far was the air conditioning. During my stay, Vienna experienced unusually warm weather for May, and the AC was not working properly for the first few days. Sleeping was genuinely uncomfortable, and I was told that the issue affected much of the hotel. Towards the end of my stay, the system seemed to improve somewhat, but it still felt like it was operating at half capacity and never cooled the room adequately. If the air conditioning had worked properly, this would have been a perfectly acceptable hotel for a business trip. As it stands, I would describe it as a clean, well-located place to sleep, rather than a hotel to enjoy for its facilities or overall guest experience.

Over the past decade I’ve been a regular guest at the hotel and it always was my favorite choice in the city because of style, location and value for money. After they shifted from LHW to Eurostars, I did not stay there until I used one day stop over thousands week on a business trip to check in again. I was positively surprised that there was no noticeable change. The rooms of course remained the same and front desk staff was friendly and attentive. Only the breakfast felt a bit downgraded. I was not overly impressed by the service and the coffee was disappointing, something you wouldn’t expect in Vienna. On top of this, one of the juices at the buffet was completely spoiled. Maybe they just had a bad day but it’s something I did not experience during dozens of stays at the hotel before. However, independent of the breakfast experience it is still a great hotel at an fantastic location, with unique old Viennese flair at very good prices compared to other five stars in the inner city. .

Pros: location, 2 restaurants, good breakfast, breakfast until 11:30. Cons: at 11:20, the breakfast staff rolled up a cart without warning and started clearing the buffet. They didn't remove the plates from your table and carelessly dropped an omelette on it while taking food from the buffet at 11:20. This continued for two days. They were shouting loudly as they were clearing the table and it was passive aggression to make us leave without finishing our meal. At exactly 11:35 our table and another table were completely cleared, we were not allowed to take the fruit and the staff was extremely rude. P.S. The guy at the reception sent us to an Italian restaurant which was very bad. Do not send tourists there.