I have to say I never stayed at Villa Gutenbrunn. But I had an unpleasant experience with their staff and general manager regarding my reservation. And to ensure other travelers do not experience the same disappointment I am sharing my experience.
My boyfriend and I often stay in Baden for a relaxing spa weekend. At a different house in town though. To mix things up we wanted to try Villa Gutenbrunn.
So we called and made a reservation. But we had to change plans and wanted to call and cancel the reservation. Nobody answered the phone and I was on hold for minutes. Thankfully I have a smartphone, so I looked up Villa Gutenbrunn and wrote them an email informing them about the cancellation of our reservation.
I received a reply that they could not allow our cancellation and we would be charged the full rate.
I replied that at no point were we informed that our reservation was not cancelable and a non refundable booking. The general manager replied that in AUSTRIA THERE IS NO DIFFERENCE BETWEEN A RESERVATION AND A NON REFUNDABLE BOOKING!
When I said that nobody answered the phone when we wanted to call and cancel he said it is not their responsibility and they are legally not obligated to answer the phone at all times. He also said, that it would not have made a difference, SINCE THEY DO ONLY ACCEPT WRITTEN CANCELLATIONS!
Also I said that I find it uncommon to withhold the information about a reservation not being cancelable when we called to make the reservation. The general manager said it was not their responsibility to inform us. But it is our responsibility to ask.
I said those were all very uncommon business practices and I am very unhappy with the tone and way I was treated with and would share my negative experience. The general manager said he will pass it on to a lawyer if I write a review online. And that they are informed about every review written online and will take immediate legal action against me. I reminded the gm that even in Austria we still have the right of free speech and to share our opinion and experiences.
So as I stated above, my advice to anybody thinking of making a reservation at this place: Be prepared for a game of blame and shame with the employees and threats by the management.
At Villa Gutenbrunn the customer is not king.
- Official Description (provided by the hotel):
- The Boutique-Hotel at the heritage-protected mansion. Where Beethoven once composed, today contemporary meets historic ambience with individual touch. Individual, generous, laid-back and cozy. Only 37 rooms, non-smoking rooms only, but a smokers-lounge available. Free W-LAN, private corridor to the neighboring spa „Roemertherme“. ... more less
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