I recently stayed for my 3rd. time in NH Atterseehaus Wien, with my wife and daughter.
I have to mention that I try to stay at this specific hotel everytime possible when visiting Wien, due to position, room space and reach breakfast. I know the hotel is not perfect (cleanliness, internet charge, a little bit worn out etc) but it was convinient to me.
I need to mention that our last stay (January 2012) was paid in advance over 2 months ago.
For all the above I was very surprised by being informed at the check-in that I will have to make a deposit of 50 Euros, by credit card, as only a "reservation", wich will not debit my card. The reception clerk failed to make me full aware of the reason(s) why.
But my bank instantly announced me that the amount was debited. The reception clerk seems to know about the bank procedure and assured me that the hotel will send a fax to my bank after check-out, to cancel the payment.
Still, after 2 working days from my departure from the hotel, no cancellation was made by my bank.
I am very dissaponted by this hotel policy (as principle, not as amount) and my stay at the hotel was profound marked by this unpleasent event. Not to mention that the situation could be wisely managed by the hotel on present crisis time, by making me hapily spend the money in the hotel instead.
I am expecting some explanations to my complaint I wrote on the hotel's official web site.
I will not stay at this hotel and I will not recommend it anymore.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
20 February 2012
Dear guest,
thank you for posting your comments regarding your stay at the NH Atterseehaus on Tripadvisor.com.
We set a high value on your comments and suggestions since they help us to improve our service and performance in all departments.
We really do apologize for the inconvenience you had encountered concerning the blocked amount on your credit card.
It is a standard in our hotels to ask for a guarantee deposit during check in to guarantee for any extras like minibar, telephone and breakfast.
After Check Out we do send a fax to our credit card provider to cancel the reservations which have been made on our customer’s credit cards.
Our provider will forward this information to the responsible bank to cancel it. Although we cancel it on the same day of departure it might take a few days till the reservation is cancelled completely.
This depends on the customer’s credit card issuing bank where we do not have influence anymore.
Again, we are truly sorry for the inconvenience you had and we would be glad to welcome you once again in our hotel to convince you of our host’s qualities.
Thank you once again for your feedback. If you have any further questions please do not hesitate to contact us at any time.
We are looking forward to welcoming you back to the NH Atterseehaus Suites or to one of our 400 NH Hoteles worldwide again.
Kind regards
Alexandra Rassl
Deputy Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC