Arthotel Ana Adlon Vienna

Recwived no check inn code, the hotel is closed despite claiming to have 24h reception ready to help day and night. The phone number on the web site is unconnected and customer service is pointless and a joke. This is a scam, so save your money

From a seasoned traveller, this is the worst experience of a hotel I've endured. From having booked and paid for 2x 'DOUBLE' rooms with DOUBLE beds, we were allocated two rooms with bunks. No apology, just that I should have looked at the pictures! Even when showing then the booking confirmation showing the Double room with images of a double bed, I was told that these pictures were not of their hotel, so is this false representation/advertising? I was simply told that the hotel was that they’re full! (For transparency, I booked via Agoda) Mistakes happen, I understand that… My room was a joke (but not funny at the time), Bunk mattresses were so thin that I could feel the springs poking me in the back. The bathroom window couldn’t open as the handle had snapped off. When my colleague came to check in, he was allocated a new room, so I thought at least one of us had the correct room. We told them that we had the code to enter the room they had assigned (to double check), but they gave him a new room. I also went to see the room, to see how it compared to mine, but when entering the room, there was a couple already in bed and the Gent was understandably angry and aggressive. My colleague managed to avoid an altercation by the skin of his teeth. After returning to reception, the guy on reception asked us to use THEIR system to look up which room had been assigned, and of course it was the original one with the details and entry code they’d sent me. When we saw the door to the room, we could clearly see what looked like vomit which hadn’t been properly cleaned up from a previous occupant on the outside. It was a similar story on the inside as to mine, but the bathroom window could open. This caused another issue as the staff were constantly smoking in the courtyard below, so the smoke would waft directly into the room, but the window needed to be open due to the heat this time of year. The following day, when we returned to the hotel after an event, we noticed that there had been no cleaning, nor had the towels been replaced (which needed to be used to mop up the water in one of the rooms as the shower had overflowed onto the bathroom floor). We were told NO, we could not have fresh towels as the cleaner only came every 3 days… Eventually, they gave us new towels after insisting. I don’t expect too much for €86 per night, per room, but this was horrendous, from the accommodation itself, to the service. I can no understand how this hotel has achieved the scores it has. I’d like to think we were just unlucky, but we were telling our story at the event we were attending and another person had booked the same hotel and refused to stay, They preferred to lose their money and stay elsewhere. We can’t all be wrong.