Hotel Sacher Vienna

There is one glaring problem with the Sacher Hotel Vienna and I want everyone to be aware of it before they book a stay. The problem is this - once you have stayed there, no other hotel will ever be good enough. The Sacher really is the last word in traditional, high quality, excellence. From the moment you walk in the door to the moment you leave, you are treated like a VIP. Over the 150 years it has been operating just about every star, celebrity, royal and politician has stayed there (they have the photos to prove it) but they treat every guest as important. The decor is chic and cosily old fashioned, the rooms are well appointed, the staff are friendly and attentive and the food is exquisite. I could go on and on but I will just say the Sacher is worth every penny and I can’t wait to go back.

This historic hotel has thankfully kept up with the times and maintained an extremely impressive level of service. The friendly door staff are welcoming and helpful. We checked in and were very diplomatically told that our room was not quite ready—always a potentially fraught moment when arriving after a long plane trip but it was handled so gracefully by the desk clerk that we weren’t upset at all. She promised us we would like the room (a one category upgrade from junior suite to junior suite with view) and she was right. It was one of the best rooms (and bathroom!) that we have stayed in. Housekeeping was excellent The breakfast is served in a series of lovely rooms by a very friendly staff. The bar, while tiny and often full, was a pleasure. Finally the location of the hotel can’t be beat. We thought long and hard where to stay in Vienna. The Sacher was not the cheapest option, and I worried its historic quality might have slipped. But we are very very glad we stayed there and look forward to returning.

We spent 8 nights in Austria, 3 nights at the Sacher, then 2 nights at Steiereck Pogusch (highly recommend!) and then 3 more nights back at the Sacher. For both stays at the Sacher, we got upgraded to a Signature Suite, but the first 3 night stay was exceptional, while the second stay was not. Our first signature suite was very nice, there was an iPad to facilitate room service orders among other things, very handy as it eliminates having to make a phone call to room service, particularly when someone in the room is sleeping. Service was good at the Blaue Bar, reception was efficient and friendly, just an overall very good stay. Our second signature suite was not quite as nice but still perfectly acceptable, we arrived on a Friday afternoon and realized Saturday morning when ready to order breakfast that there was no iPad in the room. I then looked for a paper room service menu and didn't find that either. So I used the only phone in the room (located right next to the bed where my partner was sleeping) to order breakfast, it was a simple order so not the end of the world not to have a menu. After ordering breakfast, I called guest services to inform them we did not have either an iPad or a paper room service menu, I was told we should have both, but I insisted we had neither and was told it was probably in a drawer hard to find but they would send us another iPad and a paper menu as well. When we returned to the room late that afternoon, we didn't have either, so I called guest services again, the person apologized, and said they would send an iPad and menu right up. An hour later the phone rang and I was told that they were out of working iPads, but would bring a paper room service menu up right away, which they did. The next morning we hear banging on our door at 730am, waking us up. I walk to the door and see room service outside trying to deliver a breakfast we didn't order. I told the person we were asleep and did not order breakfast. Next, the phone rang, which i suspect was room service, but when we picked up, no one was there. My suspicion is that the iPad that was tied to our room was likely in another room and someone else had ordered breakfast but it was being delivered to our room, we should have probably complained but we went back to sleep instead. So in sum, our first 3 nights was outstanding and met our high expectations, while the second 3 nights was a comedy of errors, thus the average rating overall. As noted, except for the difficultly around the iPad/room service menu, staff was lovely throughout, thus the average rating overall.

Good location. The interiors combine history and modern comfort. Our room was furnished with traditional furniture and with marble bathroom. The staff were warm and professional, though there was an issue with the reservation which was eventually resolved. The Cafe Sacher is home of the famous Sachertorte and the Rote Bar offered fine dining. Overall it’s a grand experience if you like older and traditional interiors.

We visited Zaker Hotel with my family to enjoy some cake, expecting a pleasant experience given the very high prices. Unfortunately, the service was the complete opposite. We asked the staff downstairs where we could sit and were clearly told to go upstairs. After waiting around 10 minutes, we followed their instructions. When we arrived upstairs, the waiter treated us with immediate suspicion and rudeness. Instead of welcoming us, he questioned us aggressively, asking who sent us and implying we had just walked in randomly to take a table. Even after we explained that his colleagues had directed us, he still didn’t believe us and called downstairs to verify our story. This was extremely disrespectful and humiliating. No customer should be treated as if they are lying or trying to sneak into a place. My husband even told him, “You can just smile — we come here for the experience.” And that is exactly the point: when you charge premium prices, basic courtesy and professionalism should be the minimum standard. Instead, we were made to feel unwelcome and uncomfortable, almost like intruders rather than paying customers. We paid and left after just five minutes because the atmosphere was so unpleasant. For a place positioning itself as a high-end venue, this level of service is completely unacceptable. We will not return.