Ulasan Austria Trend Hotel Congress Innsbruck

A bed was annoying, but one staff was terrible. I realized the bed was the problem on the third of our four-night stay. It lacked support and was squeaky with the slightest move, making it hard for me to sleep well for two nights. After I returned from a long day's hike that night at about 11pm, I decided to ask the reception about it. A tall lady on duty was nice enough to offer a different room. I hesitated over the pain of packing and unpacking and asked if they could change the mattress the next morning, since their housekeeping was already off. This was the point when a second receptionist, a shorter lady in white, lost her patience. She accused me of not listening and screaming and stressed that they've made me an offer. I thought it was condescending and was puzzled because I wasn't loud. I said the reason we were having this conversation at this late hour was because of "the problem with the bed in your hotel". And she fired back with remarks I had nerve heard of from all years of traveling around the world. She said I wasn't "her child" to take care of and it wasn't "her hotel". There was at least one other person in the lobby who seemed to be a guest. The receptionist then said something incredible. I should take the issue to the hotel general manager, she said, and she'll make sure this is "the last time you will be able to stay here". I was dumbfounded. After a couple of seconds of processing, I asked if she wanted me to check out right away. This is when the first receptionist intervened and asked me to speak to her and not to her colleague. And I did. Finally, I took the offer to change to a new room with the help of the taller lady, who apologized for her colleague's behavior. The bed in the new room, which was next door, was much better and the next morning I heard them changing the mattress in the older room (215). I just left Innsbruck and have been thinking about the incident. If there were any misunderstanding, it wouldn't be able to explain away the utterly unprofessional remarks and the threat to boycott a guest under the circumstances. I also checked the hotel reviews in various platforms trying to find a clue. There were many Chinese guests who booked here via trip.com, and my wife and I are Chinese. Could this be some sort of stereotype or discrimination? I don't know. All I know is that lady, who was there the night of August 12, is in the wrong business. The hotel is otherwise conveniently located and the rooms were spacious. I appreciate the refreshing water provided in the lobby for runners like us. Our first trip in Innsbruck would have been perfectly lovely, now there is a stain in the memory. I will email the same comment to the hotel managers, and hope to see an honest review.