Dear Shane C,

I would like to take the liberty to answer your review here on Tripadvisor which we already expected as you said you will post the review immediately.

You have made a reservation via booking.com for a superior room at the Grand Hotel Wien. The reservation you have made was original for 2 persons which is the exact number of persons to be allowed to stay in such room type.

At check in however you showed up with 4 persons , regardless that fact , that you were travelling with two children. We did inform you that it is not allowed to stay with up to 4 persons in such room type. We explained you that we would in such case suggest a second room which we offered you at a decent rate ( below the actual daily rate ). We even offered for a surcharge one of our larger suites which we actually had already a request for.

Both offers were rejected from your side which we were very sorry about. As you can see it was at no time the case that we did not want to help you with alternatives. A cost free upgrade however to a room that fits up to 4 persons was not available due to an almost sold out hotel as we only had superior category available and one of our senior suites which we had already a request for and was occupied at a later stage.
You decided not to accept our offers and told us that you would not stay here at the Hotel. We informed you that the actual reservation could not be cancelled free of charge anymore according to the terms and conditions. You chose however to check out and accepted the one night penalty fee.

I would like to point out that we have to follow rules and regulations of the Austrian Law in terms of occupancy per room unit. Exceptions can not be granted I am afraid. In fact if you make a reservation on each booking engine as well as on our own website for more than 2 persons for a superior room, you will be automatically informed that you have to book a second room at the Grand Hotel Wien.

Dear Shane C., I am sorry that you decided to leave the Grand Hotel Wien but I do believe that we did do the utmost to keep you here. And to be honest I do not see that we did something wrong in regards to this issue.

We do hope that you will have a pleasant time here in Vienna and wish you and your family all the best for the future.

With best regards,

Horst Mayer
General Manager