Mailberg Hotels

Hotel Schloss Mailberg: Worst experience ever

We were very disappointed and angry with our stay at Hotel Schloss Mailberg. In March this year, we booked online their Imperial Suite for our honeymoon for September 19-21. We received a confirmation letter that this particular suite would be ready for us. We checked again in August and again our booking was confirmed.

When we arrived at the hotel, and wanted to start our honeymoon, we were accommodated in a double room with a shower. When we realized that there's no whirlpool in the room, we asked the receptionist whether this was the room we booked. She told us that the room with a whirlpool was occupied, and said "if you don't mind you can have it tomorrow". We were tired after the wedding and confused, so it took us half an hour to find our booking confirmation and realize that the room we were in definitely was not the Imperial Suite we booked.

We called the receptionist to come and explain the situation to us. It was clear to us that Hotel Schloss Mailberg made a mistake and overbooked the Imperial Suite. However, if the situation were properly explained to us and an apology offered, we were ready to let it go and stay till the next day. Instead of it, we were offered another room (not even a suite), had to deal with an incompetent staff and had to spent first hours of our honeymoon quarrelling.

When the receptionist came back, she told us she had another room with a bath but it was not ready and she had to clean it. We told her the problem was not the bath but the whole situation and made it clear we were expecting at least an apology. Instead of it, she said that if we booked in March it was not her problem since she only started working there in May (!). She became aggressive and told us, to quote, "if you want to leave you can leave, I don't mind, I don't care".

We believe that a receptionist MUST care for her guests and their comfort, especially if she is clearly demonstrated that a mistake was made by the hotel and when the guests are newlyweds willing to spend their honeymoon there (which we also specifically indicated in our booking). After such treatment, we immediately left Hotel Schloss Mailberg and decided never to come back again.

Next day, we wrote an e-mail to the manager of the hotel (Mr. Leonard Deym) and waited for five days for his reply (which never came). We planned our stay in Austria because we came to appreciate and value the impeccable quality of Austrian services. Unfortunately, this is apparently not the case of Hotel Schloss Mailberg. To conclude: we can not recommend this hotel to anyone. In fact, we can only resommend to stay as far from Hotel Schloss Mailber as possible.