PLAZA Premium Salzburg

Excellent service. Particular kudos to Hörby, who went above and beyond to make our brief stay pleasant. We arrived late at night after a last minute cancelation and he was so emphatic and kind and even upgraded our room to make us more comfortable. The Best Western is not a five star hotel but they are good at what they do, their quality is consistent and the staff at this location genuinely understand the meaning of hospitality. 5/5.

Complaint and Review:📌 We had a serious issue during our stay at the hotel due to a major mistake by the staff. Although we had not checked out of our room, one of the employees mistakenly marked the room as vacant and rented it out to a new guest. As a result, someone entered our room while I was inside without clothes. This was an extremely distressing and unacceptable situation. When we raised the issue with the hotel manager (a woman), her initial reaction was to insist that the mistake was ours, not her staff’s. Her attitude was very unprofessional and uncooperative. Despite the obvious errors made by the hotel staff, she refused to acknowledge them at first. After a long discussion and explaining the situation in detail, she finally realized the mistake was indeed from their side. Even after this, when we expressed appreciation for her eventual understanding, her response was cold and unfriendly. Rating and Feedback:🔍 This experience was extremely disappointing and unprofessional. Such a serious lapse in security and guest privacy is unacceptable in any hotel. The poor handling of the situation by the manager only made things worse. I do not recommend this hotel, especially due to the lack of accountability and poor customer service shown by the management. To the Hotel Manager:🚨 We would like to share some constructive feedback to help improve guest experience at your hotel. Based on our recent interaction, we believe the following areas could benefit from further training and development: • Customer Interaction Skills: Learn to receive guests with warmth, maintain a positive attitude, and demonstrate respect regardless of the situation. • Active Listening: Pay close attention to guest complaints or concerns without interrupting, and show that you genuinely care about understanding the issue. • Problem Solving with Empathy: Instead of immediately blaming the guest, take the time to investigate the matter calmly and neutrally. Empathy goes a long way in resolving conflicts. • Owning Mistakes and Accountability: When a mistake is clearly from hotel staff, it’s crucial to acknowledge it and offer sincere apologies. This builds trust and credibility. • Communication Tone and Body Language: A smile, friendly tone, and approachable posture can greatly improve the guest’s perception of the hotel, especially during stressful moments. • Conflict Resolution Skills: Develop the ability to de-escalate situations and offer immediate, appropriate solutions without defensiveness or delay. • Consistency in Hospitality: Positive guest experiences depend on consistent service from all staff — including management. Your leadership sets the tone for the rest of the team. We hope this feedback is taken in the spirit of improvement and excellence. Every guest interaction is an opportunity to make a lasting positive impression — or a damaging one. Thank you.

I travel around the world and this my frist time I had this bad experience! The manger was very very rude .. and unprofessional! .. i don’t to say more even she is deserving a bad description! . I am surprised that she runs a four-star hotel!! . she was trying to Kick me out of the hotel! Because she said I paid for one night! But the truth is i paid for one and half days because I came in the morning so i have deal with the reception i will pay a little mor price ( more than booking ) and she will let us to stay this period.. So in the same day after the shift change came to me Two receptionists and trying to force me to check out and go ! And i tried to explain what i had deal with her colleagues Sara and she tried to blame Sara about what happened.. even said” she is only 20 years old!!!!! “ soooooo ! Never come back here if those staff workers there!