Hilton Vienna Plaza

First time in Vienna and certainly worth another visit! The hotel was fabulous. My husband is a diamond member so we travel a lot and stay in as many quality Hiltons as we can - preferably with an Executive Lounge. This one is ‘right up there’!!! From the onset, we found the staff welcoming, friendly and ‘above and beyond’. Thank you so much for a truly lovely stay with superb service. Special mention must therefore be given to our two amazing breakfast ladies, Cristina and Vanessa. You both did a brilliant job at making us feel so, so special! Cristina… your tea-making skills are perfect! Vanessa…or should I say ‘Bubbly Vanessa’…don’t ever change!!! Seriously… we loved our short 2 night stay. Thank you, too, Management! Faultless and exceptional’ We will definitely be passing this info on to our Hilton Honors friends.

Hilton Plaza has officially lost its reputation and the standards expected of a hotel of this level. I booked a three-night stay. This was not my first visit to this hotel, but unfortunately, it will be my last. I will never stay at this hotel chain again, because I have never experienced such terrible treatment of guests anywhere in the world. I booked my room through Booking.com and specifically selected the option that included breakfast, which accordingly increased the total price of my stay. Upon check-in, the receptionist explained that I could order room service by scanning a QR code, but that I would have to pay a €10 room service charge. The next morning, I ordered my breakfast by phone, and the staff member reminded me that there would be a €10 room service charge. The breakfast was delivered to my room, and I was asked to sign a bill showing the full price of the breakfast — despite the fact that breakfast had already been included in the price of my stay. When I went to settle the bill for my room, I was absolutely shocked to discover that the hotel had charged me for the breakfast a second time simply because it had been delivered to my room. How, as a guest, was I supposed to know that the breakfast I had already paid for could not be used as room service? The hotel supervisor told me that I should have read the brochures in the room more carefully, and that I would then have known about this policy. However, I have photographs of the brochures, and there is not a single word stating that a breakfast already included and paid for cannot be used when ordering breakfast in the room. You are a five-star hotel. This is simply unacceptable. Charging a guest twice for exactly the same service is shameful and completely unworthy of the standards and reputation of a five-star hotel. If you have such unusual policies, you must clearly inform your guests about them in advance. You cannot simply charge a guest afterwards and then tell them that they should have somehow known about a rule that was never properly communicated. This was an extremely disappointing experience, especially as I had previously chosen your hotel and expected a completely different level of service. Unfortunately, this experience has completely changed my opinion of the hotel and the entire chain Adam didn’t even try to solve the situation, He was cold and unfriendly, repeating the same thing over and over without even paying attention to what I was saying. When I stay at the Hyatt, I also sign the bill for breakfast, but it is never included in the final total since the breakfast was already paid for. It was exactly the same at the Hilton La Romana: I would sign the bill but only pay for the in-room delivery fee. I never had such a bad experience in any other hotels around the world!!!

My wife and I had to spend eight nights in Vienna for an international conference based at the University. So the Hilton Plaza was a no-brianer - it was only one of two hotels that were within 500 meters of the Vienna University. The room we had was decently large, with a tiny balcony where two people can just barely fit - still it did give us one more photo opportunity. One wall had floor to ceiling window with blackout curtains. The guest doors have the newer lock technology. The room furnishings are modern, with the work table, night table, TV cabinet and wardrobe cabinets all styled similarly with tasteful wood veneers. One thing we didn’t appreciate were the work chair and the padded armchair since they were both heavy and worse, had four legs – no wheels or horizontal metal bars that you could more easily move across the carpet. There was a token bit of artwork in the room, with two frames. The AC was easy to control, which we appreciated. We also appreciated the coffee maker, the wine glasses, the complimentary bottle of champagne, and complimentary bowl of fruits, and later replaced by a plate of pastries. The T&B is well-sized with three towels per occupant. We appreciated the Crabtree & Evelyn toiletry dispensers. There were two mirror in the hallway. There was a large TV with enough English language news channels. We appreciated that there were 4 elevators. The lobby is large, high-ceilinged, and spacious with several sitting-lounge areas, with 2 revolving doors. Emile, the breakfast place, was a tad too small for the number of guests so the tables are cramped too close to each other. The food spread is very good – good breads and pastries sections, two coffee dispensers, fresh orange juice, great bread spreads, good veggies selection – but no salmon (sob). They had eggs in several forms (but no egg station). Fruits are either fresh or sliced. There was at least one day though when it seemed that the fruits were old or stale but they were quickly replaced the next few days. As a Hilton Honors member, I appreciate the Executive Lounge – just as big as Emile – with decent afternoon cocktail food and different drink options. Service is up to high Hilton standards – all the wait staff at breakfast were quick workers and very courteous. When we called, the front desk and houskeeping responded promptly – and no request was ever denied. We asked for extra pillows, extra towels, wine glasses etc. and they all arrived with a smile.

Stayed at this hotel to celebrate our 45th wedding anniversary. Beautiful art deco and comfortable room. Staff were very friendly and polite. We specially had great service from Hanna in the restaurant as well as Kristofer and Thibo on reception who made our visit enjoyable.

Be careful if you want to choose this hotel. I had a booking , which I had to cancel because of medical reasons. I informed them by email , asking for a free cancellation , thinking that , maybe , being a Hilton Honors member will help me. They charged my card for the first night , refusing also to reschedule , at least , my booking. Disappointing customer service. The worst loyalty program.