Novotel Suites Wien City Donau

Dear Luk, Thank you for taking the time to share your feedback. We are pleased to hear that you enjoyed our comfortable bed; we understand that a good night's sleep is so very important to our guests. However, we are sorry to hear of the issue you mention with the bin. Our housekeeping team strives to maintain high standards of cleanliness, and we will be sure to address this with them. We also apologize for the inconvenience you faced with the WiFi during your stay. We understand how important it is to have a reliable internet connection and we strive to provide a seamless internet experience for our guests and are addressing this issue. We also appreciate your suggestion regarding the non-lactose free yogurt, and we will take it into consideration for future improvements in our breakfast offerings. We hope to see you again on your next visit to Vienna. With very best wishes, Markus Koller, Cluster General Manager

Dear Kwok Ching W., Thank you for taking the time to share your experience with us. We would like to thank you for your patronage of Accor Live Limitless loyalty programme as a Silver member. We are glad to hear that you found our location convenient and close to the metro station. However, we apologize for the issues you encountered during your stay. Regarding the safe in your suite, we understand that it was locked and our team should have addressed this issue promptly. We will ensure that our staff is more attentive to such matters in the future. As for the air conditioning, our suites are equipped with individually controlled air conditioning systems, and we encourage guests to reach out to our front desk if they face any issues, so we can assist in resolving them. We also understand the confusion regarding your early check-in. While we strive to accommodate our guests' requests, however, suite availability is subject to the hotel's occupancy, and we regret that your suite was not ready upon your arrival. Nonetheless, please be assured that we will be reviewing our procedures to ensure any concerns raised by our guests will be dealt with promptly. We hope to have the opportunity to welcome you back and provide you with a better experience in the future. Best regards, Markus Koller, Cluster General Manager

Dear Jeremy, Thanks for taking the time to review your stay at our apartments. We are glad to hear that you found our location convenient and appreciated our friendly staff. We also appreciate your feedback on our breakfast and will take it into consideration for future improvements. Regarding the air conditioning issue, we apologize for the inconvenience you experienced. Our rooms are equipped with individually controlled air conditioning systems, and we encourage guests to reach out to our front desk for assistance if they encounter any issues. We are sorry to hear about your experience with the shower and toilet setup, as well as the condition of the toilet bowl. We take cleanliness and maintenance very seriously and will address these concerns with our housekeeping and maintenance teams. We understand that the check-in process was not as smooth as expected, and we apologize for any inconvenience. However, it is a standard procedure for apartments to collect identification information from guests for security purposes. We hope to have the opportunity to welcome you back for a more enjoyable stay in the future. Best regards, Markus Koller, Cluster General Manager

Dear Nitin, Thank you for the time taken to share your review with us. We are truly sorry to learn about your negative experiences with our staff and the cleanliness of the room. We take your comments seriously and will address these issues with our team to ensure improvements are made. We usually clean all rooms on a daily basis as long as guest do not opt out of this service either with the "Do Not Disturb" or "Go Green Skip The Clean" doorhanger cards. What I can confirm is that due to our environmental efforts bedsheets are not changed on a daily basis during your stay - we provide this service after every 3rd night of your stay and of course after every check-out. Please also consider that the electric sockets in the rooms are only working once the master switch is turned on using your room key card and the socket located next to the sink has an additional on/off switch for security purposes. Regarding the food quality, we are constantly working on enhancing our breakfast offerings and will take your feedback into consideration. Please don't hesitate to reach out directly to me and share your recommendations for improvements so we would be meeting your taste better in the future. We apologize for the inconvenience you faced with the Wi-Fi on the first day, and we assure you that we strive to provide a seamless internet experience for our guests. The reason for the downtime was unfortunately beyond our reach and I am happy to confirm that in the meatime the system is up and running again. We hope to have the opportunity to welcome you back for a better experience in the future. Kind regards, Markus Koller, Cluster General Manager

Dear Philippe, Thank you for your review. We are glad to hear that you had a pleasant stay and found everything to your satisfaction. We look forward to welcoming you back. Best regards, Markus Koller, Cluster General Manager