of TripAdvisor Travelers recommend this hotel
It feels comfortable to be here. It is also tasteful of colors and arts. The service is good, and the breakfast is nice. The room service is also very good. The concierge team are handy and much of help.
"The Best Luxury Hotel in Vienna"
This is my fourth stay at the Imperial and it has become our "home away from home" in Vienna. The hotel is absolutely beautiful but the service is second to none. Our dear concierge, Orlando, saw to it that our favorite, very difficult to find Austrian wine was delivered to the hotel, completed research on a ballet that we were interested in and had beautiful roses sent to our room. All the of the staff aim to please. We were upgraded upon arrival! Room service was divine and timely...the best eggs benedict! Be sure to have a drink in the stunning bar behind the lobby...a room that exudes elegance and style! Can't wait to go back...
"A disappointment. Expectations of service and luxury were not met. We wished we stayed at the Sacher."
Summary: The Imperial was a disappointment. Expectations of service and luxury were not met. We wished we stayed at the Sacher. Background: We were a young couple on a leisure trip staying in a Maisonette suite from Oct 6 to Oct 10. Details: We had a hard time choosing a hotel for our four night stay in Vienna; ultimately we narrowed the choice down to the Imperial and the Sacher – both had great reviews and looked spectacular. After careful comparison, we booked a Maisonette suite at the Imperial, with the advertised butler service (available to Executive suites and above) being the tie-breaker between two hotels that, on paper, both looked exceptional. Our disappointment with the Imperial began before we even arrived – the advertised butler service is supposed to call you ahead of your arrival to arrange for any transportation/tickets/reservations/other needs. We never received a call – this would be important later when we weren’t able to get a seat in the Imperial’s Michelin starred restaurant, Opus, because we didn’t have a reservation – it would also be important when we were almost denied a seat in the lobby bar at night because we didn’t have a reservation (after some discussion with one of the servers we were able to get a table – I saw other hotel guests turned away who weren’t so lucky). The lack of a phone call, or even email, from the hotel stands in contrast to the luxury hotel that we stayed at in Prague (our city prior to Vienna) that emailed us weeks ahead of time to arrange ground transportation and encouraged us to make a dinner reservation at their high-demand restaurant if we desired to eat there. Upon arrival at the Imperial, we went through a silent check-in process – we were not asked about our travels, how we were doing, etc – it was markedly cold. Additionally, the Maisonette suite is advertised as having “in room check-in” – this was not offered and we stood at the lobby desk several minutes checking in. One of the big draws of the butler service was the advertised “pack/unpack” service upon arrival/departure. To our disappointment, the closest we got to having any assistance with unpacking our bags was having the porter bring our bags inside our room – standard fare at just about any hotel in the world. A “butler” did ring the door bell to say hello about 15 minutes after we arrived in our room – he awkwardly stood by the door and did not offer to assist with unpacking our bags, arrange a reservation at the hotel restaurant, get tickets to any performance in Vienna, etc – there was zero anticipation of our needs/desires as guests. I really feel ridiculous complaining about how poor the butler service is, but for nearly EUR1000 a night, certain levels of advertised service should be met. The following are direct quotes regarding the butler service as advertised on the Imperial’s website and our feedback in parenthesis: • In-room check-in (Not offered when we arrived) • Personalised business cards (Only prepared for one of two guests in the room) • Pressing service (Not offered by the Butler, but I knew it was something they would do) • Shoeshine (Not offered by the Butler, but I knew it was something they would do) • A personal wake-up call (Not offered) • “Early morning tea or coffee at your bedside is only part of the service” (Not offered to be coordinated by the butler upon arrival and you are billed for any morning coffee or tea you do order) • “Even the morning paper is hand-ironed!” (We received a newspaper only one of four mornings) • The butler calls you prior to arrival to ask for special wishes (Not done) • Butler welcomes you at the door of your suite (The butler was not in the suite when we arrived) • Luggage unpack and pack service (Not offered… maybe if the butler had been in the suite) • Daily culinary greeting brought to your suite (Nothing spectacular) “Living up to his high standards, the Imperial Butler Service will simply anticipate guests’ every wish.” The Imperial sells itself on being one of the grand hotels of Europe and it sells its suites on the high level of service offered with each of them, but the punchline here is that the service was, in fact, subpar – we experienced better service at the Four Seasons in Budapest (our next city after Vienna) in a room that cost half as much as our Imperial suite. We have also historically received better service at other SPG Luxury Collection properties, like the Prince de Galles in Paris – we simply did not think that the Imperial could perform so badly when we made the booking – but it completely spoiled our time in Vienna. We stayed at Villa d’Este, a hotel that I would think was on par with Hotel Imperial prior to our visit, a year or so ago and the level of service offered there simply blew Hotel Imperial out of the water. Bottom line: Hotel Imperial was the worst service I have ever experienced at a luxury hotel in Europe and the advertised suite-level butler service is 100% a valueless gimmick. The morning after our check-in, the straw that broke the camels back for me was the lack of newspaper delivery in the morning – this is a very simple and unimportant thing that most hotels provide, but it’s also binary – either you get a newspaper or you don’t. I went down to the front desk to complain about that, the non-existent butler service, the lack of coffee “at my bedside” and a couple other issues. After some back and forth with the front-desk attendant, the General Manager, Mario Habicher, came over to speak to me. I began explaining that the butler service wasn’t performing up to expectations, and while Mr. Habicher was nice about it, his first assumption was that our room didn’t qualify for butler service, as he told me “Not all rooms come with butler service”. Perhaps because I am a bit younger than other hotel guests, that was the assumption that was made, but it would have been prudent to check with the front desk before presuming and making the statement. Either way, Mario apologized for the lack of unpack service offered once the front desk confirmed our suite actually qualified for butler service and sent us some champagne and an Imperial Torte – this perhaps could have been a turning point in our experience at the Imperial, since the staff now knew we were unhappy, but nothing changed, and fast forward a few days, we were not offered any sort of suitcase packing service by the butler upon departure. Regarding the missing newspaper, we were informed that the reason for the lack of a newspaper delivery was an accident with the carrier and that it would come later in the day but we never actually received it that day nor the following two days – we only received it on the day of our check out. This has been a fairly negative review, so I’ll compliment one aspect of the Imperial’s service: one of their concierges, Orlando, was extremely kind and friendly – much warmer than any other staff at the hotel. He even saved us the poster for an opera that we saw our last night and gave it to us when we checked out. With the exception of Orlando, however, we found the concierge service to be a bit lacking and often times cold/unhelpful, especially when compared to what we later experienced at the Four Seasons in Budapest, where recommendations were spot on and staff went above and beyond to make sure guests had a great experience. For instance, on our first night in Vienna, we asked the concierge where we could go eat dinner nearby that was reasonably casual – the concierge on duty said that we would need a reservation to eat anywhere on a Thursday night and that unless we were willing to wait awhile that we would have issues eating anywhere nearby. We took that advice and ate at the Imperial’s café which, tellingly, was empty. The food at the café was generally pretty bland and nothing to write home about compared to other cafes in Vienna – more irritating, however, was that once we started exploring over the next several days, we were able to find multiple very good cafes and restaurants that we were able to walk into near the hotel with zero waiting time. This was just another dimension of the hotel staff/concierge not properly understanding or anticipating guests needs. The service at the Imperial was an utter disappointment, but the physical condition of the rooms wasn’t befitting a 5 star luxury hotel either. Things generally looked a bit worn down and were in need of a refresh. We saw multiple light bulbs out during our stay (most were changed within 48 hours) that just reinforced that the hotel isn’t holding itself to the impeccable standards at which it presents itself. Overall, it’s our opinion that the Imperial perhaps relies a bit on its reputation at this point in its history. We thought that a hotel that hosts heads of state visiting Austria could not disappoint, but here we are. As a final indication of poor service, on the morning of our departure we called for some assistance with our bags but the butler took off with our bags without letting us bring all of our luggage into the hallway, so we had to carry one of our larger suitcases down to the lobby ourselves. This would be fine in most establishments, but again at a hotel that is billing itself as one of grand luxury, it is simply something that should not happen. The Imperial would be perfectly acceptable if it didn’t talk up its high level of service so much or insert such lofty expectations of grandeur, but the reality on the ground is different from what is advertised. As a final point, just to make sure we weren’t going crazy, we walked into Hotel Sacher and were greeted by warm doormen and friendly staff, a stark contrast to the experience at the Imperial and further reinforcement that we made the wrong choice in hotels for our stay in Vienna. Next time we will definitely stay at Hotel Sacher and recommend that you do too. Other Points: The late night room service menu is awful -- we ordered a margarita pizza and it resembled a burned piece of cardboard with a little tomato sauce smeared on it and some dry cheese. Conclusion: This is a very nit-picky review, but for luxury travel, everything should be right, and many things were wrong at the Imperial. We simply have not experienced this subpar level of service at any other European luxury hotel we’ve visited and we would caution discerning travelers against selecting the Imperial as their hotel for any stay in Vienna.
"it's hard to give them 3 stars because everything looks so fine. "
..., but there were too many things that blur the shiny look. First impression is awesome. The entrance hall looks majestic, the name Imperial fits perfectly and you have a lot of time to stare at this hall, because you've to wait surpassing long. The staff at the reception is not the fastest, because they really take their time for every guest that arrive. So you have to wait but get a personal welcome. You get handed a big key to your room that holds a chip. Too bulky if you ask me. I don't want to carry this big thing around the hotel when I want to enjoy the bar or the breakfast. Breakfast was good. I was missing standard things like Pancakes, but instead they had sweet Austrian pastry and fresh strawberries. Service on the table was good, but the tables are so close to each other - a little bit more space would be good, so you don't need to listen to your neighbors talk. side note: I think 40,- for a more or less standard breakfast is way to much, but depending on the overall cost of the stay it suits their pricing, but I expected more. I had the classic room on the 4th floor and the look and feel again is "Imperial" - really nice room if you like this style. I personally prefer modern rooms with big windows & daylight, but this wouldn't fit to the hotel. So the style of the rooms is tres bien. The room was clean, quiet, the bed comfortable and also a very nice bathroom with bathtub and shower. There's a big Ultra HD TV in the room but you can't watch from the bed. Makes it a little bit senseless, because there's no couch, only 2 padded chairs and a small table with a lamp on it. I ordered room service twice. on the first evening and on the second night. They promise to deliver in less than 30min what they did. The food was good but also overpriced for the quality of the meal. First night i called twice to clear the table but nobody came. Not so nice to wake up to this. Second night it worked with the first call. My biggest concern is the snobby staff. I'm a musician and artist so my look is a little bit different to their typical customers and you can really feel how they treat the people differently and put them in groups. I also had a problem during check out that a paper bag with a present was mistakenly taken to my room, instead of the room of a person of my management that shares the same forename. After two several phone calls between me and the person and the person and the hotel they finally agreed to send it to the person it belongs too, but of course not with out charging for it. I wasn't surprised but I think this little things make the difference. Especially when you pay 500,- € for the night. Conclusion: It looks and cost majestic, but you will not treated like a king.
"Absolutely Beautiful, Magificent"
I have nothing but praise for everything about this hotel, from it's location, decor, staff and facilities. I brought my (then) girlfriend (she is now my fianee :-)) for 3 nights (7th to 10th October) and after seeing my ladies face light up when we entered the reception, I knew immediately I had made the correct choice. Despite arriving at lunchtime, we were escorted personally to our room within minutes of arrival (check-in is not until 3pm, we arrived shortly after 12 noon). Our Delux room was exactly that. huge ceilings, ornate furniture, it was like steeping into another world. The bed was huge and extremely comfortable, seperate settee, chair and large coffee table. The bathroom..... stunning. We really did feel like royalty. If you are expecting to find a kettle in your room, look elsewhere. This is a Luxury, character hotel that was once the residence of royalty. If you want coffee in your room, expect it to be delivered promptly by a classically dressed, very polite waiter/butler (not sure of the correct term). Every delivery is accompanied by a single rose. We had quite a buquet by the time we left :-) If you want some privacy, be sure to put the 'Do not Disturb' sign on the door as the maid service calls round 2 or 3 times a day, often just to bring complimentary fruit, chocolate, or water. This is not a criticism, simple a word of warning if you are prone to an afternoon 'nap' :-) There were a LOT of complimentary deliveries... :_) I cannot priase the staff enough for their hospitality, ALL the staff, receiptionist, door man, waiters and maids, to a one each was polite, professional, curteous and very helpful. The night before our departure I enquired what time check-out was, to be greeted with "what time would suit you sir'". As our flight was early evening, we were able to keep the room until 3:30 that afternoon, absolutely exceptional service. This hotel is not for those on a tight budget, however if you can afford one extravagence in your life, this has to be at the top of your bucket list. We will be returning. Many thanks to everyone at the Imperial Hotel for making our special weekend an absolutely perfect weekend.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 12:00 PM