Hotel Mercure Wien Westbahnhof 4 stars

Customer review rating (ALL Rating) 4.2/5 1,393 reviews

Hotel Mercure Wien Westbahnhof - Image 1
Hotel Mercure Wien Westbahnhof - Image 2
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Description

Hotel extras

  • Central location & ideal public transport connections in Vienna

  • Rich and varied breakfast buffet

  • Westside restaurant featuring a modern, international cuisine

  • 6 conference rooms with personalized event planning

  • On-site parking garage with 52 parking spaces

Our accommodation(s)

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Hotel location

Hotel Mercure Wien Westbahnhof

Felberstrasse 4
1150 VIENNA
Austria

GPS:48.198155, 16.337507

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Car park
  • Restaurant
  • Wi-Fi
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

WESTSIDE

At Westside, urban living meets modern industrial style. The perfect blend of traditional Austrian cuisine and international classics ensures a dining experience that caters to every taste.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.2/5  1,393 reviews

TripAdvisor Rating  3.5/5  1,424 reviews

Not a good experience

Customer review rating 1.0/5

Gnanasekaran T. Families - Confirmed reviews ALL

We had a very bad experience with the front desk manager (Mohammad Hijazi), who failed to inform us about the availability of a secure bike garage during our check in. This in spite of the fact that we discussed with him about the bikes and we were looking for a secure parking place as our vehicle was too large for the hotel parking garage. As a result, our 3 bicycles, valued at CHF 4'600/-, was stolen from the parking space just outside the hotel on our first morning (within 6 hrs). Had I been informed about the secure storage option, this incident could have been prevented! This oversight has significantly impacted our stay, causing financial loss, emotional distress, and disrupting our vacation plans. The next morning the front desk person (Wazhma Wahedi) informed us of the secure bike garage while helping us to call the police. When we inquired about the bike garage, Mohammad Hijazi insulted my wife that she didn’t have the common sense to understand a garage meant for both bike and car. I believe this situation reflects a serious lapse in your staff's training and your hotel's commitment to guest safety and satisfaction. I would also like to point out a conflict and almost a fight Mr. Hijazi had with a lady at my entrance to the reception desk gave a bad feeling about the premise. I would have expected a typical Accor welcome instead I found this appalling behaviour rather shocking. Overall, my worst Accor experience by far, needless to say the emotional stress this brought to me and my family.

Dear Mr. T., First of all, I would like to express our sincere regret at the loss of your bicycles. As you wrote yourself, we made every effort to help you as best we could. In this context, I find it a pity that you did not take up our offer to contact me directly by e-mail to discuss the matter. Please allow me to take this opportunity to point out that my team and, of course, the colleague mentioned above in particular, are very well trained and committed - satisfied guests are the number one priority for all of us. As my colleague is convinced that he has informed you about the garage option, I assume that there has been a misunderstanding, which I very much regret. If we lacked courtesy in the aforementioned discussion, I formally apologize. I can assure you that we have discussed your experience in detail internally and will review our communication and information, which has been praised by the vast majority of guests. Best regards, Thomas Wacker General Manager

Quite wide, comfortable staircases.

Customer review rating 2.5/5

Anonymous Families - Confirmed reviews ALL

The receptionist was so polite and helpful, and our check-in was done in less than five minutes. She was always very helpful whenever we needed assistance. The cleaning ladies were absolutely meticulous.

Dear Ms. D., Thank you very much for your visit and for taking the time to review your stay at Mercure Hotel Wien Westbahnhof It is of great importance to us that you were satisfied with our services. The high ratings and great remarks on the receptionist and the cleaning ladies made us very happy, we would like to say a sincere “thank you” again. We hope to welcome you as our guest soon again. Yours sincerely, The team of the Mercure Hotel Wien Westbahnhof

Pathetic Stay

Customer review rating 0.5/5

Rv Couples - Confirmed reviews ALL

Regrettably, my experience at this hotel fell short of expectations. The staff exhibited a lack of warmth and willingness to accommodate guests. The room had an unpleasant odor, was excessively hot, and appeared to be inadequately cleaned. Additionally, the outdated decor did not contribute to a pleasant stay. Furthermore, parking was not complimentary, and street parking was scarce. Based on my brief visit, I cannot recommend booking this hotel for your vacation or business trip. On top of that manager refused to issue me a refund! Save your time & money & do NOT book this hotel for your stay!!

Dear Mr. S., Thank you very much for your visit and for taking the time to tell us about your experience at Mercure Hotel Wien Westbahnhof. We regret that your experience with our hotel and our service did not meet your expectations; please allow us to express our sincerest apologies. Please rest assured that we are taking the appropriate measures to address the problems and prevent future occurrence. We appreciate your sharing of your experiences, so that we can improve the quality of our service. Therefore, we hope that you will give us the opportunity to better serve you in the near future, and your next visit will be more pleasant as the previous one. Best regards, The team of the Mercure Hotel Wien Westbahnhof

Lack of membership recognition

Customer review rating 2.0/5

Brendan O. Couples - Confirmed reviews ALL

As gold members when we checked in if felt like we were not members at all! We were waiting to check in for a while, we were asked for information already on our membership and we were not offered a room upgrade or explained there were none available. When we tried to redeem our welcome drink, the bar advised they couldn't accept it and we had to return to reception and get a voucher. Surely this should have been sorted on arrival.

Dear Mr. O., We sincerely apologize for the human errors that unfortunately caused inconveniences for you. It sure looks like there were some major flaws within our check-in procedures. Sorry to also learn that our bar service was less than satisfactory. We appreciate your honest critique which will be the basis for discussions within our local team - and a careful evaluation of the root of these problems. Rest assured that we will take necessary measures so that an experience like yours will continue to be the rare exception. On behalf of the entire team, we would like to ask you to come back once more for an opportunity to prove to you that we can do a much better job. We would be honored to welcome you again at Mercure Hotel Wien Westbahnhof. Best regards, The team of the Mercure Hotel Wien Westbahnhof

WORSE HOTEL EVER!

TripAdvisor rating 1.0/5

Vimi P TripAdvisor review

I wish i can give negative rating, they do not deserve even 1 star. This hotel is the worse. There is no help from the staff or the manager. Their room is so dirty, stinky, outdated. There is no ac in the room even on the hottest days. We checked in and could not stand the room, we asked them to upgrade us atleast to the room with ac. Front desk staff denied the request. There was no parking available on site, we had to park so far away and walk to the hotel with so much stuff. We finally decided to check out and booked another hotel the same day. They even denied to refund our money. Worse, worse, worse, please save your money and do yourself a favor to find a better place for your stay. Do NOT waste your time and energy with them. Staff is cold and will not offer any help. They are the money stealers who provide the worse service possible to their guests and make their stay miserable.

Dear 150vimip, Thank you very much for your visit. We regret that your experience with our hotel, your room and our service did not meet your expectations; please allow us to express our sincerest apologies. Please rest assured that we are taking the appropriate measures to address the problems and prevent future occurrence. Best regards, The team of the Mercure Hotel Wien Westbahnhof

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Other web-users rate our hotel

  • 1,579 reviews 9.4/10 Location
  • 1,695 reviews 5/10 Room
  • 1,289 reviews 8/10 Service
  • 44 reviews 8.1/10 WiFi
  • 783 reviews 3.6/10 Comfort
  • 707 reviews 7.8/10 Breakfast
  • 625 reviews 7.3/10 Cleanliness
  • 494 reviews 3.3/10 Vibe

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