Smart Apart Living - Wien HBF

Location, check-in, checkout, spacious room, cafeteria

Two room on rooftop without elevator access

Worst stay ever in Europe

No Service at allDirty roomsLocked safe that i couldn’t useNo daily cleaning Very bad location A/C not working Customer service doesn’t respond except after daysWORST EXPERIENCE EVER!!!

location, self-check-in was reasonably smooth. Also, very quiet.

no proper shades, room was alight by 5 am; no reading light, had to use my phone light once I turned off the main light. No night desk either, not even a chair. Matrass way too soft for good sleep, but that may be personal.

No contact check in was easy and useful, good room size for 3 people and the location was easy to get to from the main station

The sofa bed wasn't made, we had to look for the sheets in the middle of the night after a long flight

Good cozy place, very friendly staff

Dining table was not comfortable to use

Location is nice and enough space of guest room

self-check-in machine did not work and spent huge time to restart the machine.person on the phone line was not so friendly.

Very poor

There is no elevator to the upper floor, stairs that are not mentioned in the description of the apartment. The kitchen was not with proper equipment, and the AC did not work.When trying to contact the place, they did not respond to the main issues and eventually did not respond to my messages at all.Very disappointing.

The apartment was nice and clean, and we were regularly provided with fresh towels. The property is not in the city centre, but is very near to transport links to get into the city easily. There is a Lidls nearby, just a few minutes walk.

I did not always recieve a response to communication, however, when there was an emergency the matter was dealt with straight away.

Bad water pressure in the shower, at least for the rooms on the top floor.The uneven bed mattress, one was higher than the other making sleeping not that comfortable.Easy check-in/check-out

Clean apartment, next to the public transportation

We arrived at 10am (2 couples with 2 babies). A few weeks prior to our arrival we asked for an early check in taking into consideration that we were traveling with 2 babies. They said this is not possible due to the fact that everything is automated. We had to wait 4 hours in the lobby and of course we had to feed and change the babies in the lobby! No flexibility at all! If you are traveling with kids avoid this place! Also during our 4 days stay no one came to change towels or at least clean! This is unacceptable

Size was decent

The room was extremely dirty. Must not have been cleaned for ages

Sofa bed infested with bed bugs

Just after checking in, we discovered that one of the beds in the apartment was infested with bed bugs. This not only posed a serious health hazard but also rendered the accommodation completely unsuitable for use. We immediately contacted the helpline of the property and I was extremely disappointed to find that they did not believe us when we reported the issue and did not accommodate our request to have a room change. As a result, my family and I were unable to stay at the property and had to find an alternative accommodation.Of the three nights booked at Smart Apart Living through Booking.com, we were able to get a refund only of the first night. The second and third nights have not been refunded, plus we had to pay for another accommodation last minute. The Smart Apart Living team is completely denying the issue even though we have photos and a video showing room n.3 and the infested bed.Unacceptable.

The room was comfortable, cosy, clean and well equipped. Tough it was far away from city center, it was well connected with very frequent public transport facility available 2 mins away from the Apartment. Overall Great Value for Money.

Good room size, easy to check in, good amenities and facilities

Location is not great. People were ringing at the doorbell at 5 am

Connection to public transport is great; U-bahn is few minutes away, tram stops in front of hotel. There are incredibly many shops, markets, several supermarkets, fast foods in 15 min walking circle. Garage is perfectly ok, 8 €/day. You can reach hotel with car. Check-in, check out is easy, everything went smoothly.Apartment size is ok, whole building is nicely tidy and quiet.

Cleanliness was not ok. There was dust everywhere, especially in bathroom. Apartment is a little bit worn-out too. I didn’t like the bed, a mattress was sagged and a bedside table was worn out. There was enough toilet paper and towels, although some towels should be changed for new. A kitchen is not well stocked and a dining table is not perfect (only two chairs). There are also no bins or bags for separate waste, which is rather unusual.

The best thing was the rest room where you can drink a caffe,rest your self.Everything was perfect!Location perfect,transport public 2 min.

Apartmane was so warm!

Location was very good for city center distance.

The insects in the rooms - many small insects were on the walls, also in the room, even found in the bed.

Comfortable room with all facilities and quite clean. Although not in the center, the location is good as it's only 5 minutes away from the metro.

Check out is at 11am, but when we left to get a coffee at 10.30am and came back at 10.51am our cards didn't work. We wanted to enter our room, take our luggages and leave at 11am. We talked to a very rude cleaner and explained the situation. He was trying to play it smart and told us that we should be on time next time. When we told him that it's before 11am and we are indeed on time, he checked his phone and saw that it was 10.59. He complained and told us that it's only 1 minute to 11am and that we should have already checked out. I'm sorry but that's not how it works...

Good location, very close to tram stops and a subway station. We got assigned an apartment/flat on the top floor (where rooms 27 and 28 are located), which was like an attic. It was very spacious and cosy and had a fully furnished kitchenette. Comparing the prices with the other options in the city for December, it had a good cost/benefit ratio. I think it was a good apartment to stay in during colder weather in Vienna (fall, winter, early spring). There are vending machines in a lounge room, aside from the entrance hall, and they are not overpriced like everywhere else in Vienna. Furthermore, it is close to several supermarkets (Lidl, Billa, Spar), where you can buy groceries on the cheap during your stay.We had some issues coming through the intermediate door of the building right after entering the main hall and checking in late at night. I almost had to "take the door down", as the lock was accepting the keycard, but the door was not unlocking correctly. We spent around five minutes trying to pass through that door and finally managed. While we found it funny, some people might start to be a bit desperate. Apparently, the door was fixed the next day, and we didn't have issues anymore.

If you have accessibility needs, avoid the top floor (rooms 26-28) - To get to our room, we had to take a lift to the last floor and climb two short staircases. The provided duvets were too short/small - they are ok if you are shorter than 160cm tall, but for a person like me (190cm tall), you will need to choose if you cover your head or your feet. There were no air-conditioning vents for ventilation despite having climate control on the wall. We didn't manage to get it working correctly. To renovate the air in the room, we had to keep the window ventilation slats open constantly, making the room colder. On our last day, with severe wind gusts going through Vienna, there was an annoying noise coming from the bathroom ceiling, like it had something loose inside and hitting the surroundings.

The receptionist is very nice and kind, not at fault for the hotel's issues.

Urgent Complaint Regarding Unacceptable Room ConditionsDear Booking.com Customer Service,I am writing to express my extreme dissatisfaction with my recent stay at [Hotel Name] on [Date]. I booked a room for nearly 300 euros for one night, and the conditions were utterly unacceptable.Upon entering the room, we were immediately overwhelmed by an unbearable chemical smell. It was clear that the carpets, which are old and in terrible condition, had been treated with some harsh chemicals that made it impossible to stay in the room comfortably. The stench was so strong that we couldn't even think about sleeping there. We were so disturbed by the situation that we considered sleeping in our car instead of enduring another moment in that room. This experience has been incredibly disappointing, especially given the price we paid.I urge you to address this matter promptly and consider providing a refund or compensation for the distress we experienced during our stay. Thank you for your attention to this urgent issue.