Top-Apartments-Vienna Gölsdorf

A terrible experience that’s left a bad taste. Booked an apartment in Vienna for 3 nights only to find the boiler was broken so no hot water for showers, washing up etc. After no response initially from the apartment owners and our morning wasted on the phone trying to sort this out, I was advised by hotels.com customer service to check if the booking conditions explicitly stated that hot water would be provided!!! When the owners eventually replied to me directly they advised me to open the boiler and restart it! When I said I would be uncomfortable doing that, they said to me via text message, ‘and you think it’s any safer for me to touch it’. I find this inexcusable. By the time we left to find alternative accommodation at 2pm, the engineer failed to turn up at the 2 stated times of 12pm (by hotels.com), and then at the later time of 1pm (the property). Hotels.com state they cannot provide a refund as the property has taken payment from them. They are clearly very unaware of my consumer rights! By the looks of all these bad reviews (61%) this company have no desire to provide decent customer service, in fact they have no clue at all about customer service and guest experience. Shame on them. If I could give them 0, I would!

The location and apartment met all of our needs. It was nice to be in a quiet area with little traffic and noise, as compared to the Innere Stadt. Also, conveniently located near the canal, a park, and the metro. We would have rated higher, however I had to fix the A/C units discharge hose and accompanying curtain as the hose was not properly positioned and supported while the curtain's sticky tape had detached from the window and frame. After 15 minutes of tinkering with the set-up, I was able to make the unit work, as designed with plenty of cold air on one of the hottest days in Vienna.