After reading all of the reviews regarding the impeccable service to be expected at the Hotel Imperial, we were very excited to visit. We spent seven nights here, three in an imperial junior suite and four in a duplex maisonette suite. Both rooms were beautiful and very well kept. Cleaning staff were friendly and professional.
However, I must note that service at the hotel was very inconsistent. On the bright side, the luggage porter was very professional, patient, and friendly. The staff at the Café Imperial were generally professional, polite, and attentive. Wait staff in general were quite attentive, with the exception of the staff at the Imperial Restaurant, where a young waitress was extremely rude and impatient. It was almost as if she were asking me to leave and eat at the café. While the food was excellent, I left quite offended.
Concierge service was extremely poor. Impatient and unhelpful. When we asked about different restaurants and sights in Vienna, they offered little help, and seemed generally disinterested or uninformed. Did only the minimum to get by.
Front desk staff were generally not well informed and unhelpful. We learned upon checkout that our stay included breakfast. We had stayed 7 nights already without this knowledge, as no one at the hotel bothered to inform us.
I spent a significant amount of time working in the recessed atrium area adjacent to the lobby. A truly magnificent and beautiful parlor. One day a nice waiter asked me if I would like any beverage service. He was kind enough to bring me a coffee and some sweets. On another evening, again I was working in the same area, and I asked the front desk if I could order a coffee. Instead of offering to help, they simply pointed me to the hotel bar. Not the kind of service I was expecting from this hotel.
In another case, we misplaced one of our belongings in the hotel. When we asked the front desk about it, they made no offer to help or ask anyone. They simply said, “nothing has been returned to us”. They made no attempt to call the cleaning crew or any of the restaurant staff. We were surprised and disappointed.
It is really shameful that such a beautiful hotel is sullied by such inappropriate service. I will certainly think twice about whether to stay here again next time in Vienna.
Suites on the bottom floor have a bit more historical value; however, upper floor maisonette suites...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear “euwang“ and family,
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Some time has passed since you shared your stay experience from early October with us via TripAdvisor. My apologies for not responding via this site in a more timely fashion.
Your compliments of the upkeep and cleanliness of the hotel in general, the two different suites you occupied in particular and the excellent service from the team at Café Imperial were well noted and have been passed on the team members concerned.
It was however with great disappointment to learn that you experienced a very inconsistent service standard throughout the hotel. Whilst some colleagues were able to delight, others appear not to have delivered on our service promise. I am sincerely sorry for these lapses and would like to extend my personal apologies to you and your family for these shortcomings. Rest assured that the situations and interactions you described at the Restaurant Imperial, the Concierge and the Reception are not the regular type of service extended to our guests. Whilst reviewing your feedback with my colleagues of the respective departments, I was however unable to pinpoint a specific reason for the inadequacy of service.
In order to convince you of our true ability to exceed expectations, as witnessed by many other guests throughout 2012 and the years before, I would be very grateful, if you would give us another opportunity to show you our real service potential and would like to ask you to channel any future hotel bookings for visits to Vienna directly through my office. I would be delighted to assist you personally with your arrangements.
Let me also take this opportunity to wish you and your entire family a wonderful start into 2013 and looking forward to the opportunity to welcoming you back to Hotel Imperial once again in the near future.
New Year Greetings from festive Vienna,
Klaus Christandl, General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.