of TripAdvisor Travelers recommend this hotel
We were supposed to stay at Grand Hotel Europa in June, however, due to a medical issue we had to postpone our trip from June to August. We had booked several other hotels mostly through hotels.com and the majority of them were non-refundable. But since we had a medical emergency and were only changing the dates to a later date, ALL OF THEM were okay except for Grand Hotel Europa. At first, the customer service rep from hotels.com called them and they said they won't let us change the dates. So we ended up calling the hotel directly ourselves and explained the issue and how we only needed to postpone the dates and were not accepting a full refund. They told us that they would make this change for us however, since we had booked through a third party, they had to call them and make the modifications. But when the customer service reps from hotels.com called them again, they told them they can't do it. So we called them one more time and they told us the same thing all over again. Between us and hotels.com, we must have contacted them 5-6 times and in the end they did not change the dates. Terrible customer service.
"Tired hotel redeemed by front desk staff"
This hotel requires major renovation work before it can reclaim its five star status. At present it is more like a three star property with a tired lobby and poor quality fittings in the rooms. We spent five nights at the hotel in May, two of which were in a room with a very poor quality bathroom. The sink was cracked, the bath and sink drains did not work, the shower thermostat was faulty. Upon our complaint and the inability of staff to rectify the problems, we were upgraded to a junior suite for the last few nights of our stay. Although the room was superior and much more spacious, the bed creaked all night, the shower had weak pressure and the thermostat didn't work well. The location of the hotel is very practical as it is close to both the train station and to the centre of town. Front desk staff were gracious and helpful in trying to deal will issues that arose. They were also apologetic and did their best to improve our poor experience with the quality of rooms. However, this does not compensate for the existing standard of accommodation. Innsbruck itself is delightful and definitely worth the visit.
"Convenient, comfortable and clean "
While I wouldn't rate this hotel as five star we were very pleased with our experience here and would definitely stay again. That's just as well as we had moved from another hotel in the city which we did not like at all. Our 4th floor room was spacious and very clean and quiet. Particularly comfortable bed was much appreciated, made with quality linens and sufficient pillows. Breakfast was plentiful and well worth the small extra payment over the room rate. All staff were pleasant and helpful, making us feel very welcome. I agree with other reviewers that the furniture and decoration could do with smartening up and it is this that lets the rating down. However everything was clean and tidy, just not quite what you expect in a top notch place.
"Horrible customer service"
Email customer service with the hotel is horrendous. Passive aggressive and requests constantly disregarded. Never again will I book this property. Stay away, unless you like bad behavior. I have made a formal complaint with the company I have made the booking with initially.
"Very good, maybe a little more should be expected from a five star hotel"
Plus: A great restaurant inside An excellent continental breakfast A nice welcome in your room Could be better: Choice of tv channels, too german centric Not perfectly quiet at night... But in the end really good.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 11:00 AM