Vienna was our last stop on this European vacation and the one we most looked forward to, chiefly because of our expectations of this hotel. From the moment we arrived, we felt as if we were not important enough to warrant basic courtesy.
We had selected a suite with a terrace; yet the balcony was so tiny that is was almost inaccessible (no chair could be placed there, nor was there such a chair). I guess we assumed too much.
Upon check-in I asked the concierge for the internet code. He argued with me when I suggested that their internet charges were outrageous, in light of the fact that we had just traveled throughout Switzerland and Austria without a single hotel charging for wifi. He assured me that ALL hotels charge, as if I were lying. This did not give us a wonderful initial impression.
At breakfast a polite request for foamed milk with my coffee was deemed "Not possible" by the young server (whom I know spoke English, even though I was attempting to ask in German. A server at a previous hotel had taught me how to ask for this in German). At the end of our breakfast, I saw the table beside me receive a coffee topped with foamed milk. Clearly not impossible. When I asked the young server why I was told that it was impossible, he told me he would go get one for me. Of course, I was finished with breakfast by this time and simply asked him again why I was told it was impossible. He merely apologized sheepishly. I guess he didn't want to be inconvenienced.
We never expect special treatment when traveling, even though we often get it when we splurge on a larger suite. The Imperial Hotel, not only did not give us special treatment, they almost made us feel like we should feel privileged to be staying there.
The luggage tags and stationery might be considered a nice touch, but I find them environmentally wasteful. Considering that the door to the terrace causes the a/c to shut off, I would think that such a "luxury" as personalized stationery with the hotel's address would be an optional offering. We were vacationing, not working, so such articles were unnecessary.
Vienna was a lovely city, and we plan to return; but we will not choose the Imperial Hotel on our next holiday.
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