SO/Vienna

The experience at SO/ Vienna was simply great. Our city-view room on the 7thfloor offered a beautiful view over the city. The rooms are very comfortable, and the housekeeping team left our room spotless every single day. Breakfast is served on the 18th floor and offers a breathtaking view. I would especially like to highlight Damaris and Milena, two wonderful members of the staff who took care of us with true professionalism, warmth, and grace. They really know how to balance excellent service with genuine hospitality. Please keep them — they clearly know how to make guests feel welcome. We will definitely return to Vienna and to SO/ Vienna.

I’m writing this as a long-time guest who is honestly disappointed by tonight’s experience. I am a Diamond member in Accor and have been staying at the hotel almost every weekend. What happened tonight was surprisingly poor and left a very bad impression. 1st ordered 2 dinners soup with nuddles inside .. they serve it only with spoon no chopsticks no forks to eat the noodles, the fires were really caold, but they brought a hot one after 30 min. then at night. I simply ordered a yogurt with honey and almonds before going to sleep—something I have ordered many times before without any issue. I spoke on the phone with someone named Isabel, who said she is the bar manager, and another staff member, Flori. the conversation was in English with me. They put me on hold for about 30 minutes. they didn’t realize that I also understand German. While I was still on the line, they started speaking negatively about me in German to each other, assuming I wouldn’t understand. In the end, I was told there is no yogurt available at night—only at breakfast. how come and I am having it every weekend????? And in a 5-star hotel, where I’ve received this exact item many times before, the inconsistency is already questionable. What made it worse was the way it was handled: The call was simply ended without any real service, lang me 30 min on hold at night then hang on my face. To my surprise, there was also no manager on duty to address the situation. This experience felt unprofessional and disrespectful, especially as a regular guest. I will most likely continue coming to the hotel because I generally like the brand and the international standard. However, after tonight, I will avoid ordering anything through room service if this is the level of service being provided. I would strongly suggest reviewing your night shift operations. It seems that guests are left with inexperienced staff who lack both communication skills and basic service awareness. This is not what one expects from a 5-star hotel. P.S.: About 15 minutes later, someone knocked quite aggressively on my door. To my surprise, it was the yogurt I had ordered. I thanked her, but told her I no longer wanted it, as I was already in the process of writing this TripAdvisor review. I want to be clear: I am not writing this to harm anyone. I’m writing it as feedback and as a lesson for the people involved, for their future work—whether in this hotel or anywhere else in the hospitality industry. In hospitality, the guest should feel valued and respected. That is something I believe is often missing in many hotels in Europe compared to other parts of the world, where service is handled with more care and attention. What surprised me the most is experiencing this level of service in a 5-star hotel—especially within what has been my favorite hotel chain worldwide.

We have to rate So Vienna as one of the all round best hotels my wife and I have stayed in around the world. When you check reviews,you don't always believe what you read but take my word for this one. It,s faultless. We emailed the hotel in advance due to my wife celebrating a special birthday and we are also in our golden wedding anniversary year. We requested a high floor room with a walk in shower. Well we had a wonderful spacious modern clean room with views over Vienna and above our floor was the famous Loft restaurant and cocktail bar. Our room had been decorated with a birthday balloon and rose petals everywhere and a lovley bunch of flowers. Very impressive start. 1st Check in. We were greeted at the door with a smile and assistance from Manuel Gsehlem. He continued to help us throughout our three night stay and even waited to wave us off even though he had finished his shift. 2nd Every person on reception, Claudia and Emily especially went over and beyond our requests from ordering taxis or recommending food places to eat and more. 3rd Food. We had a nice meal on our first evening and the ambience and views were spectacular. Breakfast is served at the Loft restaurant too. The choice was just unbelievable and definitely set you up for the day. There was everything you could think of too numerous to mention with champagne flowing to help celebrate. My wife was presented on two occasions too with a special cake with candles at breakfast. We was welcomed every morning at breakfast by Nico. He was warm and friendly and always kept us topped up with coffee and tea and couldn't do enough. 4. The location is just as good as you need it on the bank of the river with just a few minutes walk into the centre of Vienna with all the tourists attractions, shops, restaurants and many good ale houses. 5. To finish,I find it hard to find any fault with the So Vienna hotel apart from having to go home.I asked one of the reception staff,Emily how they were all trained to give such a good service and she told me a little story. A customer complained that I didn't speak German to the management. The managers reply was, we employ staff that are, courteous,polite and professional and not everyone can speak every languages. That impressed me as you can never please everyone and Christian E Klaus,the General manager back her up for all the right reasons and lovely qualities she possessed. That answered my question. I would definitely love to return to the So Vienna and can recommend it very highly. Sorry this is along report but I thought it well worthy on my flight back to the UK. Don't change anything. Nev Sutcliffe. Yorkshire, England.

SO Vienna exceeded all expectations. Modern, spotless rooms, incredibly comfortable bedding, and an upscale atmosphere throughout. The customer service truly stands out—professional, attentive, and genuinely welcoming. Great spa, delicious food, and an overall outstanding experience. Highly recommend!

SO/Vienna is surely the best hotel in Vienna! The hotel's location is prenium, situated walking distance from historical landmarks, museums, the State Opera House & other concert halls, restaurants, coffee shops, bakeries, shopping areas, transport (taxi services, metro stationand the tramway)! And from client service to rooms decor &citywide cleanliness to amenities, everything was excellent! The city view from the breakfast restaurant on the 18th floor with ceiling-to-floor glass windows/walls is just spectacular! I've particularly appreciated the high quality of customer service; special thanks to Joebelle and Anousha who were so attentive and who showed care in customer needs - you've made a huge difference in my experience at SO/Vienna...Dankeschön!