We stayed in Papageno for 4 nights between Christmas and New Year's Eve. We selected a family package, which included B&B, Vienna 72-hour transportation cards for the family members, tickets for the Riesenrad Wheel in Prater, tickets for the zoo, as well as free snacks, coffee and non-alcoholic drinks for the kids. We were offered two inter-connected twin rooms, which were cleaned daily and heated well. Breakfast with numerous choices was above average. Also, our email requests for reserving a visit to Salzburg in advance as well as for reserving a table in a restaurant were satisfied on the spot. Internet access is provided on a daily basis by asking WiFi user credentials from the reception - not very convenient.
Better organization is needed in the reception with regards to what is included or not in the family package. The package is offered by the hotel and what is included was crystal clear in my correspondence with the hotel. The package details are also detailed in hotel web site. Although this was the case, whenever I asked for a non-alcoholic drink for the children (remember these were free) from the reception, I had to explain each time why I should not be charged. It happened 4 times with different people in the reception. The hotel should know who is offered what and not expect from the customers to remind and explain.
Now, there was a case which I have to describe as I never had a similar incident in any hotel so far, and I can say that I have traveled a lot around the world. The last night I asked from the reception guy - it was the first time I saw that guy in the hotel - a Pepsi and an apple juice - until then we had 3 drinks (!) in total (remember these should be offered for free). The receptionist asked for the room number to charge the drinks. I told him the number and explained again why the drinks should not be charged. Once he heard so and without absolutely ANY reason he started a talking regarding the number of the drinks that we can have, that they cannot be unlimited, that we were offered so much in the package already, describing the free tickets, etc (remember until then we only had 3 drinks). The guy made an issue out of the blue for a pepsi and an apple juice !!! He expressed himself in slight irony that I found totally unacceptable for a professional in Hotel service. I told him that I did not ask for a barrel of apple juice and that in this way the hotel makes customers feeling guilty for asking what they have paid for. The guy asked me how many children I had, I told him two, and then he brought me two small chocolates, two apple juices, instead of one and a Pepsi - for myself "not feeling guilty" as he said !!! To my understanding his point was that the Pepsi I asked was not intended for the children, so he brought two apple juices for the children !!! I took the drinks and left without saying anything more as I did not want to destroy further my vacations.
It is quite a pity as the city is magnificent and the hotel can be a good choice. In my personal opinion when you offer a service you should try to make your best to make the customer happy. The customer will recognize and not only will come back but also will tell to others to visit the hotel. In Papageno, people behavior - with one or two exceptions maybe - was quite formal, was not warm, was not characterized by a personal touch and we did not make us feel at home. The incident above was totally unacceptable.
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- Also Known As:
- Top Hotel Vienna
- Vienna Top Hotel