Hotel Mercure Wien Westbahnhof

We stayed here on Christmas Eve during the first snowfall. The reception staff were helpful, and slippers are available upon request. The hotel itself is simple and not fancy, but the location is excellent — right next to the train station, making trains and trams very accessible and easy for getting around the city. Breakfast also offers a good variety of options. Unfortunately, we left a cap in the room, and the hotel did not contact us about how to get it back.

I am extremely disappointed with my stay. This hotel claims to be a 4-star establishment, but the facilities are clearly only at a 3-star level. As a part of the Mercure hotel group, I expected a certain level of brand integrity and standards. Labeling a 3-star property as 4-star is, in my opinion, highly misleading and borderline false advertising. The service was equally subpar. Upon check-in, we were assigned a room in a different wing of the hotel that required a specific elevator. However, the female receptionist provided zero directions—in fact, she said almost nothing at all. This lack of communication led us to take the wrong elevator and wander around aimlessly trying to find our room. To make matters worse, on our final night, we were abruptly stopped by a male receptionist who demanded our room number in a very confrontational manner, treating us as if we were intruders rather than paying guests. I have traveled to many countries and stayed in numerous hotels, but I have never been treated with such disrespect. I expected much more from the Mercure brand. I will not be returning.

There are two types of room, one with full amenities with things like kettle and coffee/tea and a basic one which we got. Everything is alright, nothing to write home about but the location is very central and you can walk or take the train to old town (St.Stephen’s cathedral) and over all, I’m happy for what I paid for.

Very old hotel, infrastructure and phone not good condition, can improve at all levels, unfriendly help desk