The rooms was booked by our travel agent in Jakarta. To have a smooth check-in upon arrival due to the room We booked, I contacted the hotel to prepare the check in forms in advance so that the guests will not need to wait too long to go to their room and attaching the guests’ passport and reservation voucher. Ms Leoni Hohenhasser informed me that everything will be prepared in advance as requested. With this in mind, I trust that the check-in will go smoothly.
Upon arrival, I was helped by Ms Katherina Heinz whom unfortunately did not even care to greet me as how front desk normally do to welcome their guests.
I informed Ms Heinz that I have a group reservation and would like to check in. Ms Heinz was not able to find the reservation under one of the guest’ name. I ask her to control again by using the first or the last name as it is always the problem in finding reservation under Indonesian guests’s name as we do not really have family name. But she was still not able to find the reservation, so I provided her another guest’ passport which helped her to find the reservation and she snapped at me by saying that the reservation was not a under group reservation. For me, when we booked more than 3 rooms it’s counted as a group.
I told Ms Heinz that the hotel has informed me that everything will be prepared in advance to help us to have smooth check-in. Rudely Ms Heinz told me that she never received any email and was even questioning me about the email as if I was lying about the email conversation. I provided her the email conversation I have and without even apologizing, she just exploded by saying that it’s the reservation department email address. That was the general email I found on their websute. I, as a guest, will not even aware about how the communication work within their Hotel’ department. I believe that it is not my concern if the reservation department did not inform the front desk. I told her to calm down and to talk normally and she told me that I was rude from the very beginning. Seriously? This is coming from someone who did not even greet the guest???? And instead of calming herself down she was even rising her voice even more. I asked Ms Heinz colleague to help me further as I do not want to be assisted by Ms Heinz any longer and asked her to speak the Manager. By putting her hand on her chest, Ms Heinz told me that she is the Manager. WOW!!
Having the VIP guests staying at the hotel and treated like this was really not a good start of the trip and a good end to our long trip from Prague.
The only friendly person in the hotel was the portier, Mr Bektas. I mean genuinely friendly and super helpful.
I sent email to the General Manager, Mr Andre Tauchnitz and still waiting for his reply.
- Official Description (provided by the hotel):
- Traditional Hotel, once the Emperor's Guesthouse, located opposite the Schoenbrunn Castle & Park. ... more less
- Reservation Options:
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- Also Known As:
- Austria Trend Parkhotel Schoenbrunn Hotel Vienna