Gorgeous facility with lots of loopholes!
After initial great impression with room, people, finishes, etc., ended up extremely frustrated. No directions on phone or anywhere in room for phone use, TV operation, et al. Had to keep trucking down to front desk to ask for help - was told everything was in iPad located in room After 45 minutes research, only found how to spend more money. No iron or ironing board, no useable TV, no phone service!
Comment from Hotel Management
11-Dec-2017 by Gerhard Mitrovits, General Manager, Hotel Management
Thank you for taking the time to review your stay at Palais Hansen Kempinski Vienna on expedia.com.
The opinion of our guests is of utmost importance to us, only through their feedback we can constantly work and improve our level of service.
Rest assured I have shared your feedback with the relevant department heads and colleagues involved.
Mr Mike, we do offer ironing service as well as ironing boards upon request. The board is not a feature in the room, as we do offer laundry service around the clock.
I am very sorry to hear that you faced difficulties with the technical features in the room. I will certainly follow up with my colleagues at the reception, as the room features should be explained to every guest upon check-in and rooming, in order to get the guest familiarised with the room features.
Rest assured that I will review this process in order to ensure that there are no further mistakes in the future.
Mr Mike, if your travel plans bring you back to Vienna, it would be great if you could give us a second chance in order to prove you that we can do better.
With best regards,
Gerhard Mitrovits, General Manager