Hotel Sacher Wien

I liked it. (keep reading) Staying in the Hotel Sacher has always been a dream of mine and I fulfilled it last weekend. The hotel is iconic and the locating is obviously nothing else than superb. I want to start by giving the highest compliments to the concierge team. I was mostly helped by a young fair-haired gentleman called Benjamin? Not sure. Nevertheless incredible. Here are some general things that I noticed (my background is in digital service delivery, selling courses and charging big $$ for services) First. In general I have a slight stiffness in the hotel. That's of course bc it's vienna's oldest hotel, ..., but it negatively influences the connection that your staff is able to create with your guests. My check-in was ok, but I wasn't asked any "small-talk" questions and I felt that I was the one leading the conversation more than anyone else. This was similar to all encounters that I had at the front-desk. Either it's stiffness, shyness, or the employees are slightly afraid of what their supervisor might think if they start talking on a personal level to guests. This brings me to the first takeaway. Educate your employees (front-desk) about how to create deeper and more meaningful relations with their guests. Allow them to greet the guests at the front door, build an SOP for certain questions (I know that Mandarin Oriental does that), and teach them about eye contact, and body language. I highly recommend the book "How to talk to anyone - Leil Lowndes". It will probably get your staff already 80% there. Second. Sacher is really nice. And it's an institution. I felt 1) too much pride of employees to say "I work in the Sacher" and 2) no innovation in terms of service delivery. Concierge should have whatsapp contact, nobody got in contact with me prior to the stay, I checked out and nothing "special" was recognised.

Besides being "vienna's best hotel" and having an incredible location, it is worth diving deep into your service delivery. My experience was good. But it wasn't 800 eur good. And that's not good, because I know that with the people working in and around this hotel it should be easy to achieve. I can imagine that the service, personal recognition, check-in, check-out experience is very similar at an Andaz or Hyatt Hotel. So my takeaway. Teach front office about communication skills (will also help your upsells) Improve check-in, check-out experience Increase personal recognition Give concierge Benjamin? a raise Look what other 5+ star hotels are doing and don't rest on your lorels. See you soon.

Breakfast was very good. They should probably strain the freshly squeezed orange juice. Location could not not be better and staff is the best of old world professionals, courteous, mannerly and helpful

Bathroom toiletries (shampoo, conditioner and shower gel) felt decidedly downmarket/cheap - in terms of packaging and also the quality of the products themselves. The bathroom shower in our room 707 flooded the floor and sides of the tub after any length of time - very slippery and downright dangerous

The room was not like shown on the pictures - older not renovated

Staff fantastic. Special commendation to Leopold on the door - always a smile. Best breakfast of any hotel.

Quite expensive suite wasn't really a suite as there was no separate sitting room.

Lovely hotel but a bit dated, some of the areas especially in the lobby and restaurant could do with a little renovation

I don't do reviews but had to add this: We wanted a club sandwich one afternoon,but of course it was missing from the menu.We asked the kitchen to prepare a regular sandwich,they didn't understand,in the end they delivered the sorriest,saddest dish ever, dry, untoasted, having next to no filling.No fries,no small side salad.It was a joke.Any respectable hotel around the world has such a simple menu item as a club sandwich.A big mistake from Sacher.

The location and authenticity of this hotel makes it the best choice in Vienna . Staff are so friendly and very helpful , specially Mr Konstantin in reception dear and also Mr Musilim as the door man . They were always available and at my disposal making sure every thing was the way I wanted it to be . The concierge team of the hotel is one of the most professional ones I ever came across. They gave me the best suggestions and made sure all the places that I wanted to visit was booked immediately , specially some of the restaurants that were almost impossible to book , was booked with their help

Entire ambiance. Very attentive and friendly staff, especially on day of our arrival (it was my husband’s birthday and staff acknowledged this.).

Car didn’t pick us up from airport (but hotel kindly provided and paid for our return trip to airport today.). On two occasions, on 27 and 28 May, I waited longer than expected for my egg dishes. (But there was a problem in the kitchen, and staff explained and apologised).

location was really good , old style period hotel. small room …. but we’ll furnished

every thing fully booked…. tried to eat in the restaurant more than once …but couldn’t. personally I think it’s over priced and didn’t live up to our expectations….. had breakfast twice ….. but they could up their game ….. you shouldn’t have e over cooked eggs in a five star hotel fully except it was NYears but you need to provide for paying guests

Stayed in many hotels but the Hotel Sacher 20 stars! Hotel and accommodation were amazing but what really made it was the fantastic Concierge and the hotel bar staff totally sensational.Nothing was a problem. Always went above and beyond to help or serve you. Vienna stunning but what made our trip was the hotel. Highly recommend.

Leaving.

Very stylish room. Perfectly clean. Perfect bed. Very professional reception and concierge service. Excellent breakfast

Unfortunately, the view from the room was towards inside court, which means there was no view from the room. Entertaintment technology slightly outdated. Not possible to connect own music (Smartphone) to the room's equipment.