We arrived after 11am Christmas eve. We were checked in and given our room key but told we could not go to the room until 3pm so we headed off to the Christmas markets.
We came back to hotel at 3pm to sleep before dinner as we were wrecked from traveling. At first our key card wouldn't work. Back down to reception we trooped to be told there was a problem with it. When we finally entered our room, it was freezing. The windows were wide open and it was -3C outside.I closed the windows and drew the curtains to see they had large stains on them. There were black hairs at the sink, and dirty drinking glasses on the shelf and the shower leaked.
We had booked a double room with bath. Got a twin room with shower. (We accept that this may be also our booking company's fault so we contacted them also). Reception told us they were fully booked so we couldn't change rooms. We found several double rooms available online for the dates of our stay!
It was hard to sleep as i could hear every car that passed outside and every move the people above us made. So clearly that I heard the guest above unpack, walk around the room - alot, turn on the TV and use the bathroom. We also clearly heard others above us engage in "romantic activities", which obviously they are well entitled to, but I would rather not have to hear it. We stayed on the 2nd floor, room 210, so just beware!
We complained to booking company and reception. The "Manager" (we were subsequently told she was not the manager) said she could provide us with a double sheet and duvet to "convert" twin bed but no joy on bath. We decided that may have to do as we didn't want to spend our entire holiday arguing. In the mean time the booking company was obviously in contact with the hotel regarding the double bed. The hotel told them they had looked after our request for a double sheet and duvet, however, after coming back from dinner that evening the girl on reception told us she couldn't find a spare double bed sheet or duvet in the whole hotel! They had lied to our booking company to get them off their backs i imagine, because when we complained again, the company told us it had been done. We ended up having to take time stamped photos of our room to prove the hotel was lying. On our Christmas holiday!!
We asked next day at reception for clean drinking glasses and milk for our coffee as well as the double sheet /duvet again. "No problem" they said..... None of our requests were fulfilled over the course of our 3 night stay.
The plates at breakfast were dirty. Reception staff became rude towards us after we landed to desk again requesting double sheet, duvet, glasses and milk promised to us. We stayed 3 nights over Christmas and it was miserable. We spent our entire time either at reception, or emailing our booking company and Best Western. Booking company (Amoma) refunded us 10%. Best Western have been emailing us from head office and from Salzburg and cannot seem to get their story straight, and there seems to be a complete lack of communication between the two, and competence for that matter.
The wrong room was bad enough, but to be treated so poorly, lied to and deceived felt extremely upsetting. WE did not feel like we were being treated like paying guests, more like annoying folks who had outstayed their welcome! The reception staff made no bones about letting us know through their tones and treatment that we were a pain in their necks'. And apart from that the hotel and rooms were dirty, and cleaning staff didn't actually clean!
And if you are thinking of paying the €15 for breakfast, don't. It's very basic.
So if you are heading to Salzburg, there are so many other hotels to choose from, and I suggest you stay well away from this one. less