Mercure Hotel Raphael Wien

Dear Tonga, Thank you for your message and feedback. We are sorry that you had an unpleasant stay at our hotel. We would like to clarify a few points that you may not have been aware of during your stay. The hotel is located just 600 meters from the U6 underground station (a 3-minute walk) and 100 meters from tram lines 6 and 18 (a 5-minute walk). You are probably referring to Westbahnhof station, which is 1.5 km from our hotel. Our hotel has three different categories: the Standard Room (which you booked), which does not include drinks in the room, as well as the Privilege Room and the Suite (both with drinks in the room). Although drinks were not included in your room, we have an extensive drinks menu at reception from which you could order. Unfortunately, we do not have a bar in the hotel, but as mentioned above, we offer drinks that you can enjoy either in your room, in the lobby or in our winter garden in the backyard, which can also be used as a smoking area. We regret that you had a bad experience with our staff. Our employees always strive to provide the best possible service. Last but not least, we would like to point out that we do not offer a selection of amenities in the standard rooms (the category you have booked), but these are available at reception. You can request them there, and we will be happy to provide them for you. We are sorry once again that you did not have the experience you had hoped for, and we hope to welcome you back in the future so that we can meet your expectations. We wish you a Happy New Year! Best wishes, Mercure Hotel Raphael Team