0.64km from Technical college ViennaI booked a stay here at the Eurostars Embassy Hotel for March however, was unable to travel due to Corona Virus (Covid-19), after speaking with the Front Office Manager - Ines Leitner for a few hours and going back and forth, she finally agreed to refund my hotel stay and confirmed as such through an email. However 3 weeks after her email and our phone exchange, I thought I would email her again just to follow up on the status of the refund and when it would arrive. I eventually got an email from Ines Leitner, the Front of Office Manager telling me that they will no she longer be giving me a refund, even though she originally stated that she would 3 weeks earlier via a written email. I called Ines, she picked up the phone, greeted me with a “hello” and stated her name, after I said who I was, she pretended not to hear me, and then proceeded to hang up. I called her again and left a voice mail. Moments later I checked my email and I saw a note from Ms. Leitner telling me now that she will no longer be giving me the refund that she promised 3 weeks earlier. My disappointment is because of two things: the first is that the Eurostars Embassy Hotel and Ms. Ines Leitner originally agreed to give me a full refund due to the Pandemic ,however after 3 weeks they decided to cancel my refund while not updating me that the refund had been cancelled. If I hadn't reached out again to follow up, this new information would have never been communicated to me. I found this hotel to have no compassion, and lack humanity . I WOULD NEVER book a stay at this hotel again. I especially found the Front of Office Manager Ines Leitner to be very unprofessional with her conduct. First stating I would get a refund through written communication, then revoking that refund and providing no update that the refund would be revoked. And then pretending not to hear me over the phone and hanging up on me. This is by far the most unprofessional experience I’ve had with a hotel, especially once such as the Vienna, Eurostars Embassy Hotel which is supposed to be a top hotel. Their lack of compassion is absolutely disgusting along with the way they treat their customers. Please STAY SOMEHWERE ELSE. Aside: I believe this may be a widespread practice of this hotel. I noticed a review from someone from the United Kingdom who had a similar experience in March. Beware of this hotel and Ms. Ines Lietner the Front of Office Manager.