Beautiful Hotel in the heart of Vienna
Posted Jul 7, 2016
Unfortunately our stay did not start out as a pleasant experience. Upon settling into our room, a buzzing sound started coming out of the ceiling. We contacted the front desk who sent a maintenance man right away. They came and made some repairs and the noise went away. 30 minutes later water began to pour out of the ceiling and we had to call them again. At this point we were pretty upset that after an 18 hour day of flying to Vienna from Los Angeles our room was falling apart, but we understand that bad things happen even at the Ritz Carlton. The way a staff handles a situation is what sets them apart from other brands. The management immediately contacted us and offered multiple room options including multiple upgrades to make up for this mishap. They upgraded us to a beautiful suite that was almost 4 times the size of our precious room and sent us a thoughtful gift. We are huge Ritz Carlton fans and we seek them out on all of our travels and now we know why. It's not how a Hotel brand reacts to a situation like this, it's how they responded that made all the difference. We will continue to be loyal fans and we want to thank the staff in Vienna for going out of their way to make our stay a great experience even though it did not start out that way.