Chelle L.
Yelp
The people at the front desk are very rude. I have got off of exhausting 15hr bus ride and been waiting for over 2hrs to get checked in. The room is still not ready. And yet apparently ready for many other people that came into check in after us. We were still waiting while they got checked in right away.
What was extremely unacceptable was this incidence.
One of the guests came into check in, and we were still waiting. When they approached the front desk, they asked is the room ready
one of the front desk lady with long blonde straight hair decided to cover her mouth and told the guests "yes, but they are still waiting". ( they as in me and my mom waiting in the lobby for past 2 hrs). Then that front desk employee looked at as to see if we heard her or not. Keep in mind the chair that we were sitting in was 2 steps away. We aren't dumb nor stupid. We can most definitely hear them. Those guests responded by saying, " thank you, we greatly appreciate it". Employees should not be whispering and picking and choosing. That itself is a discrimination.
After that, I approached the front desk once again asking how is our room still not ready when theirs are. And they responded they checked in differently. They didn't seem to really explain and the attitude that she gave us versus the way she treated the other guests were 180 degrees different. She is rude, discriminating and that is unacceptable. To have a so called five star hotel not train their employees to treat the guests fairly and equally and especially allowing employees to discriminate tourists in a tourist driven city, is very disappointing and unacceptable.
I don't think this is a five star hotel. Employees picking and choosing who they want to be nice to versus who they want to be more accommodating goes against the fundamental principles of hotel hospitality.
Also, they seemed like they didn't want us to be in the lobby waiting. They told us to get breakfast upstairs where we have to pay about 23 euros per person. There is difference between staff that is accommodating and willing to help you versus staff that is just rude and not understanding.
I am waiting to hear from the manager since assistant manager (other really tall blonde lady) was not help at all.
This is truly disappointing and it is not worth the money I paid for when I can go to the different 5 star hotel right next door.
After speaking to the manager, he said that there is no discrimination in the house and that is not a discrimination and was furious that I said it was. I told him employee picking and choosing who they are being kind to, letting them check in first, and giving them the 5 star customer service is definitely a discrimination especially for a front desk employees, who are the face of the hotel, to have that kind of lack of respect is unacceptable. After the conversation with the manager who didn't seem to really understand why I was disappointed and limited understanding of American English, it is a quite understandable why the employees are like that. Having a manager that backs up his employees and doesn't really seem to understand the visitor's comments is concerning.
Receptionists should not be whispering and covering their mouth while looking at us. If there was nothing to hide, they should not be covering their mouth to the side in our direction and looking at us before and after she did that. Clearly hearing what she said, " oh and they are still waiting" and telling them those people they should feel special because people like me and my mom had to wait but you guys don't. Hence yes this is a discrimination.
What a great way to start my vacation in Austria.
Thank you for ruining it.