OUTSTANDING staff and luxury accommodations. A small glitch at no fault of the hotel but a hindrance to a tired traveler with a cold and fever was resolved beyond expectations. The front desk and lobby are well staffed with professionals committed to each guest’s positive stay. Room service and bell staff were friendly and accommodating. The property is decadent and lovely.Great fitness space. The lounge and restaurant offered tasty fine dining. Oh the pastries on display upon entering the lobby!! ❤️❤️ A great thank you to the General Manager for well overseeing the people and details which allowed for a memorable stay.
Facility is little bit of old, but maintains very well. Bed is firm, bathroom is in average size. Location is excellent. But hotel team doesn’t want to go extended way to help customer, if request is within the policy, then yes, if it is outside policy, definitely not. I don’t feel pampered in this hotel. Not like the Berlin Ritz, the Ritz team in the lounge tried every possible ways to ensure the customer has been taking care of. Meanwhile in this Kempinski property, I just feel like living in an expensive boarding school. When I called to talk to the reservation and ask if they can let me use the same code with the breakfast package as previous day listed in the website, I was told no. Despite the price didn’t change but because I was booking on the same day, so they took breakfast rate and with no possible to add breakfast to my reservation. Then I entered the room and it was overly sprayed perfume that almost choked us. They are very nicely let us change to another room, but the new room has very low ceiling and it was almost midnight, we were very tired after driving, so we stayed in our original room. The next day, we went to the front desk and asked them not to put any perfume in the room. However, on the third night, the room sprayed perfume again, and we could not get good sleep and missed the breakfast. So during the check out I asked if they can accommodate any bar items or pastry for our missing breakfast, I got 2 boxes, total 12 pieces chocolate.
We‘ve stayed in a lot of 5* hotels. We were always well received and greeted with friendliness and enthusiasm. Not so here. Doormen, Bellmen and Front Desk are actually pretty condescending. If you’re not a Sheik or arrive by Lamborghini, they’re not interested in providing top class service. The rooms are extremely clean, very comfortable and the bathrooms are absolutely top. Concierge Service was very friendly.
I stopped for a coffee and ended up enjoying the atmosphere as much as the drink. The lobby had that old-world elegance — high ceilings, rich details, and a calm that makes you forget you’re in the middle of the city. Sitting there with my cup, watching the quiet rhythm of the place, felt like a small pause in time.
We stayed here for our last 2 nights of our Austria/Germay trip. This was a bucket list hotel for my husband. From pulling up in our Audi, to the lack of opening a door to myself, a woman, I have never been so rudely treated. I don't understand why... the bar the 1st night, the waitress was aloof and ingnored/forgot to come by. To the point of my husband wanting to leave. The next night we sat at the bar and the young blonde lady was lovely and cared for us & we had a great time. We travel around the World but to Germany & Austria at least once a year! I will NOT recommend my company, employees or their families to stay here. I am STILL in shock... Horrible☹️👎👎👎