Update October 2021
My 4th stay at this hotel. There will be no pictures because everything looks the same as before.
I re-read the reviews above from when it was still a Sofitel and, boy, has it gone downhill! I don't think I'll bother anymore and will just stay at the MGallery from now on. The reason I chose this hotel this time is that they had a special So good to be back rate, which doesn't include breakfast, but you can add it when making a booking at a "special breakfast rate" of 42 EUR, which I did at first. But then I thought about it (because it really is a lot of money and it's not even a buffet breakfast anymore) and decided to check with the hotel if the price would be the same if I just arrived at the restaurant in the morning. Imagine my surprise when I was told that the price of the breakfast, if not pre-booked, was 29 EUR! So what exactly is special about the "special breakfast price"? That it's 13 EUR more?? I sincerely hope that this is a bug in the system, otherwise it's incredibly dishonest. So when I found out about this,
I amended my booking to exclude the breakfast and skipped having breakfast at the hotel altogether. I don't like being made a fool of.
Check-in was fine, but I wasn't given the welcome drink voucher. When I asked for it, I was told that a surprise was waiting for me in the room. When I walked into the room (one-category upgrade from the white So Cosy to the grey So Comfy with that beautiful view), there was no welcome amenity and no welcome drink voucher, just a cocktail glass and a welcome note telling me to take the glass up to the Das Loft bar. Now, there were two of us and just one glass so I wasn't sure whether we would both get a drink, so I had to go down to the reception and ask. The receptionist told me that we would both get a drink, that the glass was just a fun symbol and that they would know everything when we get to the bar. I'm sure you know by now where I'm going with this…
We arrived at the bar with the glass and the welcome note and gave them to the bartender, who then proceeded to read the note very thoroughly (my guess is that this was the first time he'd seen it) so I had to ask him if everything was OK. He said that he was trying to figure out whether we should both get a drink or just one person. When I told him that we should both get a drink, he then agreed, kept the welcome note, but at least he said we could choose whatever we wanted including champagne. We chose cocktails, which were excellent, but served without any peanuts or similar.
The whole thing with the glass is just so unnecessary and complicated. I would have preferred a voucher.
As for the welcome amenity, this is a pet peeve of mine. I know it's silly, but I want it. How hard can it be to put a few macarons or pralines on a plate and leave them in the room? This is a SO/ hotel after all, they really should pay attention to ALL benefits. When I asked the receptionist about it, it seemed she didn't really know what I was talking about, but improvised well and said that they just didn't know what I liked (?) and that they would bring me something during the afternoon. Naturally, they didn't bring anything.
I didn't want to let it go (I know it seems petty and ridiculous, but it's a matter of principle), so I went to the reception again the next day and told another receptionist that I never got my welcome amenity. She looked surprised (yeah right) and said that something would be delivered during the morning. It finally arrived around 15:00 - two chocolate bars. Not bad, but it's such a shame that I had to ask for it. What kind of loyalty treatment is that? As I said, it is a matter of principle and if Accor wants to keep getting my money, they'd better provide all the benefits they promise. It's not like there are no other Accor hotels in Vienna.
The spa is open from 12:30 until 21:00. Not terribly convenient, but at least it's open. There's still no turndown service and I have a feeling it's never coming back. Housekeeping every other day, not every day, but a housekeeper did call me on the second day and asked whether I would like to have the room cleaned. When I declined, she offered to bring me fresh towels and water, but I didn't need that either. Still, I appreciated the gesture.
Soft drinks in the bar are free, there is a Nespresso machine in the room, no complaints there.
In conclusion, I don't think this hotel cares that much about loyalty, they are relying too much on the view and on that bar. Which is why I'll be taking my business elsewhere. Not that they'll notice.