We decided to spend the first two nights of our Christmas/New Year holiday at this hotel prior to staying at our son's apartment for the rest of the break.
We opted for a club room which also gave access to the club lounge...a must, if you want to get the best value out of your stay. Check-in was efficient although my son had to find a trolley for our cases as concierge service wasn't immediately obvious to the eye. The room was spacious with complimentary Wi-fi (this applies to club rooms, I don't know whether it is generally.) The Club Lounge provided eats and drinks (both acoholic - wines and beers and non-alcoholic - tea, coffee, soft drinks.) Only grouse is that there were two couples who hadn't met before arriving at the hotel who engaged in very loud conversation whilst heavily drinking. In fact it got so bad that we left the lounge and went back to our room to enjoy a 'quiet' drink. This can't be prevented by the hotel though since they don't know the nature of their guest before they provide them with hospitality.
We took a stroll around the local area the next morning...interesting market providing all sorts of food from cheese to meat to fish and vegetables. The U-Bahn was only a few yards away from the hotel so location was very convenient for travelling all around the city.
When we arrived back at our room a letter had been left saying that the municipal electricity supply company were upgrading the service during the night, involving the cutting off of supply from 1.30 am onwards. I rely on a machine to keep me breathing during the night and it runs on electricity! I contacted reception who was very concerned and advised that they would inform both the hotel manager and the head of maintenance. They came to my room where I showed them the machine, what it's function was and how it worked. Both were very concerned, most especially about the potential ramifications to my well-being. They said the only alternative was to move us to their sister hotel, the Arabella Park. They would help us pack our luggage and transport it, along with us, in a limousine to the other hotel, at their expense. I was prepared to do this and assured them that I understood how difficult the situation was for them, not having any autonomy to prevent the electricity works from going ahead at such short notice. They gave us ample time to prepare for the move and asked us at what time we wanted to leave. We decided to have a drink in the main lounge before the move and were delighted to find out when going to pay for the drinks that they were complimentary! When checking out, I was delighted to see that the second night of our prepaid stay was refunded and our bill had been credited so we got money back! The move was made much less traumatic than it could have been by the help and attention given by the hotel staff to us. For this I hold them in high esteem...their professionalism and empathy were outstanding.
It doesn't end there...when we got to the Arabella Park we were allocated an executive suite which was amazing. You'll have to stay in one to find out for yourselves! On the dining table was a bottle of wine and some nibbles along with a card from the AP hotel manager thanking us for our cooperation and understanding.
Whatever criticisms some might make of both the hotels, they pale into insignifance when compared to the service they offer in really stressful incidents. Would I recommend either hotel? You bet you, I would...
Be prepared to pay a bit extra for a club room which give free access to the club lounge and save mo...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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thank you for the efforts you made in writing this comment. I remember this night exactly along with your story. We discussed the short notice cut off of our energy supplies here in our daily morning meeting and prepared letters fro each room. It is hard to predict your specific problem with this situation, so your story shows how important it is to keep up good communication with our guests. Even though the inconvenience was not our fault, the whole scenario could have gone wrong. The quick reaction of our employees, who took good care of you, really makes me proud. We have shared your feedback in our staff meeting, so your sentiments have reached them all. Thanks again and we are hoping to see you this year again!
Alexander, Executive Office
This response is the subjective opinion of the management representative and not of TripAdvisor LLC