Not the level I expected from Holiday Inn
Posted Sep 18, 2016
While getting ready for bed I discovered that the standard coffee rations had not been provided by the room cleaner that day. I called the front desk and was told I could get more in the bar. ANY hotel in the USA (or Canada) would have had them sent up with extras right away. Instead, I had to get dressed and go down six floors and find the bar. There was nobody there, but it was open.
There was a wonderful looking fully automatic coffee machine there with sign saying "no self service", and nobody around to run it. (I later learned that the machine makes a delicious four-euro cappuccino, but forget about free refills, as is typical in this part of the world.) Taking this machine as a clue as to where coffee might be found, I started going through cabinets looking for those little instant-coffee packets. After more than 10 minutes, the "Bar Guy" appeared (a very nice guy), and he took me to the closet across the hall containing the desired room-coffee rations. He only gave me the standard two packets. Problem solved. The next day, the cleaner short-changed me again! Fortunately by then I had bought my own instant coffee. The water-boiling pot for making coffee and tea was excellent (fast and good capacity).
If you ask about a ride to the airport, they will only tell you about their shuttle which is 42 EUR per person. Meanwhile, there is a long taxi stand right outside the door where the price was 30 EUR for two people and all their luggage.
No space for more...
Comment from Hotel Management
Sep 23, 2016 by Andrej Wimmer, Hotel Management
Honestly, I really liked your feedback because it makes me aware of things, which I would otherwise not have known. You liked the location of our hotel and its cleanliness – thank you. I was also happy to read that you enjoyed our coffee, which indeed is of very good quality from two different local Viennese roasters.
Let me start with the missing coffee in the room. You are right that this is a mistake on our side and I sincerely apologize for that. I have already discussed this issue with the house cleaner, who was in charge of your room. I also agree with you that we should have brought the coffee up to your room because we had made a mistake. I discussed this with the front desk agent, who was in charge on that evening. This is not how I want you to experience the service at our hotel.
As far as the free coffee is concerned, please allow me to mention that it is not common in Europe to serve free coffee like in North America. The same is true for the toilets, which are indeed different. In this case, I assume though that this is a question of what everyone is used to at home and not about what model is better or worse.
Regarding the airport shuttle, you were lucky to pay 30 Euros because it very much depends on the traffic. I know that you will always find a cheaper taxi driver when you keep on looking. However, we have also experienced cases where a guest ended up paying 50 Euros. The reason why we have been working with these taxi drivers for almost 20 years is that they are reliable, honest, they assist with the luggage and last but not least that they have good and clean cars.
I very much hope for your understanding and for another chance to show you that the error you experienced is the exception and not the rule.
With best regards,