Arthotel Ana Gala

ana gala vienna is a hotel where you can just be left at night without help. around 23:00 we accidentally left the key in the room. this is a standard situation that in any normal hotel is resolved by the reception in a few minutes. but here the reception was empty. there was no staff. the main door of the hotel was closed. there were other guests with confirmed reservations standing outside who also couldn't get inside. the hotel in (the center of vienna) was actually “closed”. (the location does not match what you can see in reality, because you will have the impression that you are in a triple room.).. we called two emergency numbers for over 1.5 hours. no one answered. and when we finally got an answer - it was a person from another hotel who said he couldn't help and would “pass on the information”. no one called back. no one came. no one helped, and another company that had a confirmed reservation also didn't check in, they went to another hotel. we were just left alone at night without access to the room and without any support. we waited until 4 am for someone to come, call back and give us a spare key. in the morning instead of apologizing the receptionist immediately started accusing us that it was our problem and we were the only ones who had to be responsible for the forgotten key. behaved aggressively, mocked our problem, called names and threatened with fines in x2 price through booking. no normal reaction to the fact that the hotel completely failed basic security and service. also the employee of the ana gala vienna hotel, noted that we were scammers who did not pay for the room on the first day, although he himself agreed that we would pay later, because my train was delayed for 5 hours, and at that time my boyfriend was already in the hotel, who agreed to pay later. this is a terrible experience. the room was also dirty, cramped and did not match the photo. we left the next day because it was impossible to stay there.

Bad service, dirty, Employee from reception doesn’t know how to deal with customers, very unprofessional

We visited the hotel for two days, instead of two days, we haven’t slept a night in general, first day at 23:00 mistakenly forgot our room key inside, at that time, no one was on reception, i was trying to call the emergency number for 2 hours, no one picked up, also i helped other guests to ENTER the hotel because the entry door was closed, they had an online booking reservation, but no one accepted them, they left the hotel with no help AT ALL, next day at 08:00 am we made a decision to leave the hotel because it was horrible, i told that i’m not going to pay, the guy on reception told me that it is my mistake that i forgot the key, and he was blaming on me for everything, he didn’t care that my girlfriend had a panic attack, because we were in a strange city. He also told me that it’s my fault and he will do everything to give me a penalty from a hotel and booking.com, “very nice service mate”, hopefully your hotel will close down with that kind of client service P.s: the room was completely dirty, not matching as on booking photo, the reception guy was laughing at us and our situation, 0 understanding to us, he also told that he is 7 years in that hotel sphere… shame on you mate.