Mercure Hotel Raphael Wien

Hotel was as expected from the brand name and reviews. Great location with the several Bus/Tram and U-Bahn stations within walking distance. Rooms were good with expected amenities. Although there was a small issue with the flush of our toilet, we were able to sort it out for the duration of our stay. The staff did offer us to shift to a room but we did not require it in the end. Staff at were very professional, helpful and kind. They do their absolute best to provide the best services they can to guests. Special thanks and wishes to Alan from Front Desk who was very very helpful during our stay and was a great resource for us, and we greatly appreciate him for all his efforts. The hotel also booked us a cab to the airport in the dead of the night, something we greatly appreciated.

The stay at the hotel was as expected; we appreciated the effort made by the staff for a comfortable stay and a pleasant experience; the hotel offers quality services, carried out with professionalism. The hotel is well maintained, the rooms and bathrooms are clean and well ventilated. The breakfast is delicious, with plenty of choices. We had a room with a view of the Raimund Theater, on the 6th floor, which delighted us. The hotel is perfect for both a short and a longer stay. The price-quality ratio is optimal.

Rooms worn down, in desperate need of renovation. Located far away from the city center in an area that had quite a lot of substance abusers walking around. Some evenings, the hotel reception was empty and anyone could access the floors (no key card needed for the elevators). One night I forgot my key card and reception just handed me a new one without checking my identity and whether I am a guest in the hotel. When I first checked in, I was given a room where air conditioning didn’t work. Housekeeping came to ”fix” it, until it turned off again 5-10 min later. They seemed to know that the air con was not functioning in that room but gave it to me anyway. When I went back down to the reception after boiling in the room for 30 min, they didn’t even offer me a drink, not to mention upgrade, free breakfast. Nothing. They just made me pack and move my stuff myself and go down to get the key to another room. Second room wasn’t much better: worn down, stains everywhere, rust and something black in the bath tub, a blood stain on the duvet, a huge hole in the rug, toilet a bit loose. Air con was working, but temperature or volume could not be adjusted. Overall, felt like a 2-star motel experience, not a 4 star hotel. Housekeeping: did not refill coffee and tea offering in the room without asking, did not change the sheets during my 6 night stay, and came knocking on the door on check-out day at 10:30 (check out at noon). Like, why? Breakfast was not great and when they ran out of melon, they did not refill or bring any other fruit. Reception staff seemed not to care and one of them was flatout rude at checkout. Ultimately, they gave me one free breakfast when I expressed I wasn’t happy with the experience and gave them feedback, but not without huffing and puffing and rolling their eyes at me. Is this just the Viennese service culture? I would not stay here again.