Boiled gluten-free potatoes in pasta water. That's right. I had told the hotel ahead of time that my wife was gluten intolerant and when we ordered room service on our last night, my wife's ceasar salad came with croutons. We sent it back and asked for another. In the meantime, she ate her boiled potatoes (we had asked for baked potatoes) until she saw a piece of pasta in the bowl. Our only conclusion is that the hotel kitchen reuses its water and boiled the potatoes in pasta. My wife called down, and someone claiming to be the room service manager asked rudely, "What do you want me to do about it now?" I then called reception and asked for the general manager, which the front desk said that "they would try" and then I was transferred to a voice mail. We walked out of the hotel and went to a nearby five-star hotel for dinner, the staff of which fell over themselves to ensure a gluten-free meal. When we returned we again requested the general manager, and were told he would not arrive until 9am the next morning. We talked with the night manager who said that humans make mistakes, he could not compensate us, and why should he bother if I am going to write a review anyway. We were checking out the next morning, so I asked again to speak to the general manager at checkout, but the night manager told me that I couldn't leave until at least 10am in case the general manager came in late. Angry we went to bed. The next morning we waited until 9:45am to go downstairs and were met by the guest relations manager. He was more gracious and at least acknowledged that the hotel had not performed at the five star level. He said that although I had requested my all my money back, he was only prepared to give me the room service charge and 20% of our three night stay. I said I was not happy and would give him a chance to make this right. He replied that the general manager had called from vacation in Styria and said no more than 20%. How insulting...our vacation was ruined, but I am glad the general manager is taking a hard line 400km away. I said that this was not acceptable and offered the guest relations manager a week so that he could talk this over once the general manager returned from vacation. My wife and I enjoyed the rest of our vacation in Central Europe and then received an email from someone claiming to be the general manager but with the signature line of Asst. General Manager. He said he would not give us any more compensation since the mistake was room service and not with the room itself. Really, is the room service not part of the hotel? This is disgraceful for any hotel calling itself five star and I wonder if Leading Hotels of the World really checks on hotels it claims as one of their own.
Two small nits: the sheets had a brown stain when we checked in, and the sink didn't drain well.
We found the staff at Le Ciel restaurant to be helpful with my wife's gluten allergy. They said they were not connected to the room service. The other redeeming value of the hotel was its excellent location for sightseeing in Vienna.
But we still feel disrespected and marginalized based on our experience. Why can't Four Seasons open a branch in Vienna?!
Don't stay here.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear 'anon789', thank you for your review. We have taken notice of your complaints and also reacted in a respectful way when you were still at the hotel. I even mailed you 2 times, explaining in detail why we see no necessity in fully sponsoring your stay at the Grand Hotel Wien. We do not see our responses as disrespectful as we have taken all necessary actions in an acceptable timeframe, even corresponded with our partner Leading Hotels of the World. Again, we do apologize for what has happened and have spoken with the respective staff as to your issues. Best regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.