Ratings based on 48 Verified Reviews
4.4 Room cleanliness
4.4 Service & staff
4.1 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 24 Nov 2024
Excellent location , great service and staff
Comment from Hotel Management
27 Nov 2024 by Magali Kempes Moll Guest Experience Manager, Hotel Management
Dear Jose Luis,Thank you so much for your excellent review! We are thrilled to hear that you were pleased with our location, service, and staff. Your kind words mean a lot to us.We hope to welcome you back in the future for another great stay!Warmest regards,
by A verified traveler
Posted 12 Nov 2024
Comment from Hotel Management
13 Nov 2024 by Magali Kempes Moll Guest Experience Manager, Hotel Management
Dear SRISKANDARAJAH,Thank you for taking the time to share your feedback. We are very sorry to hear that your experience did not meet your expectations. Our goal is to provide all our guests with a comfortable and enjoyable stay, and we regret that this was not the case for you.If you could provide more details about your concerns, we would greatly appreciate the opportunity to address any specific issues and work on improvements. Please feel free to contact us directly, as we truly value your input and would like to make things right. (magali.kempes-moll@accor.com)We hope to have the chance to welcome you back and provide you with a much better experience in the future.Sincerely,
by A verified traveler
Posted 26 Oct 2024
We arrived early at the hotel (around 12). The room was ready at that time, though we had to sign up to their members scheme to get free early access, which was annoying. The hotel was just a 12 minute walk across the river to reach the main part of the city. There were a couple of bars and restaurants around. The room was tidy and spacious. It was well decorated. There were building works being carried out on the exterior facade from 9am to 6pm, although this didn’t bother us as we were out exploring early and didn’t notice even when we came back in the afternoon. There was only one lift which served 7 floors. As we were staying on the 7th floor we could sometimes be waiting a while for the lift but this is not a big deal. Overall we would consider staying again if we returned to Vienna
Comment from Hotel Management
29 Oct 2024 by Magali Kempes Moll Guest Experience Manager, Hotel Management
Dear Rebecca,Thank you for taking the time to share your experience with us. We’re glad to hear that you enjoyed your spacious and well-decorated room and appreciated the convenient location just a short walk from the city center.Enrolling in our Accor loyalty program is entirely optional. This benefit allows our guests to access their rooms before the standard check-in time of 3 PM. For those who choose not to enroll in the program, we offer the option to pay 30 or, alternatively, guests can store their luggage and check in later. We sincerely apologize for any inconvenience or dissatisfaction this may have caused.We appreciate your understanding regarding the exterior building works, and we’re pleased that they did not affect your stay. We are also aware that the lift can sometimes lead to longer wait times, and we are actively looking into solutions to enhance our service.The hotel has a second elevator located after the breakfast room for the convenience of our guests. We regret that this information was not properly communicated to you upon your arrival. We will address this with our reception team to ensure it does not happen again. Your feedback is invaluable to us as we strive to enhance the guest experience.We would be delighted to welcome you back should you choose to visit Vienna again!Sincerely,
by A verified traveler from Toronto
Posted 18 Oct 2024
Location is good for visiting the city center, where many attractions located.
Comment from Hotel Management
22 Oct 2024 by Magali Kempes Moll Guest Experience Manager, Hotel Management
Dear David,Thank you for your review and for rating us 4 out of 5! We’re delighted that you found our location convenient for visiting the city center and exploring the nearby attractions.If there’s anything else we could have done to make your stay even better, we’d love to hear your feedback. We’re always looking for ways to enhance our guest experience.We hope to welcome you back again soon!Best regards,
by A verified traveler
Posted 14 Oct 2024
The location compared to the other two Mercure hotels is ideal as they are in a local which suffer more frim noisey night life
Comment from Hotel Management
15 Oct 2024 by Magali Kempes Moll Guest Experience Manager, Hotel Management
Dear Stephen,Thank you for your review and for choosing our hotel. We’re glad to hear that you found our location ideal, especially compared to the other Mercure hotels in the area. Providing a quieter environment for our guests is something we prioritize, and we're happy it contributed to your positive experience.We hope to welcome you back soon!Best regards,
by A verified traveler
Posted 10 Oct 2024
The property itself was great. Clean, well-positioned and nice facilities.
The staff unfortunately, let it down. They were unfriendly, unhelpful and just not what you expect from an established brand like Mercure.
Comment from Hotel Management
15 Oct 2024 by Magali Kempes Moll Guest Experience Manager, Hotel Management
Dear Kevin,Thank you for taking the time to share your feedback. We're pleased to hear that you appreciated our property, cleanliness, location, and facilities. However, we are truly sorry to hear that your experience with our staff did not meet your expectations. This is certainly not the level of service we strive for, and we will address this with our team to ensure improvements.We hope to have the chance to welcome you back and offer you a much better experience in the future.Sincerely,
by A verified traveler
Posted 10 Oct 2024
Our check in was very quick and very nice staff. Nice walkways around the hotel. Overall, a very good experience at this property. We will be checking out later today and looking forward to our next stay at KK Palais for the next 5 nights.
Comment from Hotel Management
10 Oct 2024 by Magali Kempes Moll Guest Experience Manager, Hotel Management
Dear Sangay,Thank you for your review! We’re delighted to hear that you had a quick check-in and that our staff made a positive impression on you. It’s also great to know you enjoyed the walkways around the hotel.We appreciate your feedback and look forward to welcoming you back for another stay soon!Friendly regards,
by A verified traveler
Posted 8 Oct 2024
Amazingly friendly and helpful staff.
Comment from Hotel Management
10 Oct 2024 by Magali Kempes Moll Guest Experience Manager, Hotel Management
Dear Stephen,Thank you so much for your wonderful 5-star review! We are thrilled to hear that you found our staff to be amazingly friendly and helpful. Your kind words truly motivate us to continue providing exceptional service.We hope to welcome you back soon!Best regards,
by A verified traveler
Posted 2 Oct 2024
It is a nice hotel, with lots of dining options near by, although tourist places are a bit further afield.
Comment from Hotel Management
10 Oct 2024 by Magali Kempes Moll Guest Experience Manager, Hotel Management
Dear Callum,Thank you for your 4-star review! We’re glad to hear that you enjoyed your stay and appreciated the dining options nearby. While we understand that some tourist attractions are a bit further away, we hope you still found some enjoyable experiences during your visit.We appreciate your feedback and look forward to welcoming you back in the future!Sincerely,
by A verified traveler
Posted 30 Sep 2024
I love the staff, excellent service in the cafe.
The location was fantastic! The only problem was the aurcondition. It was pretty warm for us and we cant control it bec per staff , it is centralized AC. So we end up sleeping with our windows open coz we were toasted.
Comment from Hotel Management
1 Oct 2024 by Magali Kempes Moll Guest Experience Manager, Hotel Management
Dear Christie,Thank you so much for your wonderful 5-star review! We’re thrilled to hear that you loved our staff and enjoyed the excellent service at the café, as well as our fantastic location.We truly appreciate your feedback regarding the air conditioning. We apologize for the inconvenience caused by the centralized AC system. We understand how important a comfortable room temperature is and regret that it wasn't ideal during your stay. Your feedback helps us improve, and we will look into ways to ensure a more comfortable experience in the future.We hope to welcome you back soon for an even better stay!Sincerely,
