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?!
- Official Description (provided by the hotel):
- Grand Hotel Wien is one of the most modern and luxurious hotels in Europe. Its location in the middle of Vienna, just a few steps to the Vienna State Opera and the ,,Kärntner" Street, is incomparable. The deluxe hotel combines noble ambience, best service and gourmet cuisine. The 205 luxurious and technically state-of-the-art rooms and suites guarantee comfort and well-being due to luxury furniture, elegant design and most modern technical equipment. Even the expectations of the most demanding guests are met. Guests can enjoy culinary delights in four restaurants and two bars. Highlights are the traditional Japanese restaurant "Unkai" and the restaurant "Le Ciel by Toni Mörwald", both decorated with numerous awards. Le Ciel by Toni Moerwald is also our Michelin-star awarded gourmet restaurant. The view over the rooftops of Vienna makes every visit at the gourmet restaurant of the Grand Hotel Wien an unforgettable event. Enjoy the extraordinary menus and excellent dishes in an exquisite atmosphere. At the Grand Spa 605, located on the 6th floor of the house, an oasis of tranquillity and wellbeing awaits you. The Spa is equipped with sauna, steam bath, a separate area for women with sauna, steam bath, quiet zone, a cardio area with the latest sports equipment and two treatment rooms with one of the most extensive cosmetics and massage treatments in Vienna. In the second basement, one of Vienna's biggest ballrooms, the "Quadrille" can be found, offering a glamorous ambience for every occasion. On the 4th floor new meeting rooms function for all kind of venues, conferences and press events. The demanding criteria of the prestigious international Green Globe label confirm the green stance of the Grand Hotel Wien on sustainable tourism in all of its establishments. Green Globe is an internationally recognized certification program designed for the travel and luxury tourism industry. Its Corporate Social Responsibility (CSR) standards are applicable to several types of structures such as resorts, spas and casinos. ... more less
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- Also Known As:
- Grand Hotel Vienna