Smart Apart Living - Wien Hauptbahnhof - self check-in

The hotel operates on a self-check-in apartment concept, offering a unique blend of independence and convenience for travelers. Its signature feature is the automated entry system, designed for a seamless arrival experience, making it particularly appealing to independent travelers and those who value privacy and a contactless stay. Guests often find the room sizes to be generous, providing ample space, and appreciate the inclusion of a kitchenette for self-catering. The location, with its excellent access to public transport, makes it a suitable choice for sightseers and business travelers looking for easy city navigation. To ensure a smooth arrival, guests are strongly advised to verify and have their correct check-in codes readily available before reaching the property, as on-site assistance is not typically available. Being prepared for a self-sufficient stay will enhance the overall experience.

Facilities & Amenities
The apartments are generally equipped with a range of facilities aimed at providing a comfortable stay. Most rooms feature a functional kitchenette, complete with basic cutlery and appliances, though some guests noted a lack of specific items like a microwave or a proper dining table with comfortable seating. A Smart TV is typically provided, offering entertainment options, and free Wi-Fi is consistently available and performs well. A common lounge area with vending machines for coffee and snacks is appreciated by many. However, feedback on air conditioning is mixed, with numerous reports of units being ineffective or non-functional, leading to uncomfortably warm rooms. Some guests also mentioned the absence of an elevator to upper floors, which could be a consideration for those with mobility needs.

Cleanliness & Room Comfort
Feedback on cleanliness and room comfort is notably varied among guests. While some commend the rooms for being spotless and well-maintained, a significant number of reviews highlight considerable issues. Recurring complaints include visible dust, hairs on bedding and floors, and general dirtiness in various areas, including under beds and on kitchen surfaces. More concerningly, multiple guests reported severe problems with bed bugs, leading to highly distressing experiences and the need to seek alternative accommodation. Room comfort is also mixed; while some find the beds comfortable, others describe sofa beds as too short or mattresses as uneven. Reports of mold in bathrooms and persistent cigarette smoke smell in some rooms further detract from the overall comfort, though noise levels are generally reported as quiet.

Location & Accessibility
The hotel's location is largely considered a strong advantage, offering convenient access to various parts of the city. It is situated within a short walk of public transport options, including metro stations, tram stops, and bus routes, facilitating easy travel to the city center and other attractions. Guests appreciate the proximity to several supermarkets like Lidl, Billa, and Spar, making self-catering convenient. While some reviews indicate it is a reasonable walk from the main train station, others find this distance manageable. Parking facilities are available nearby, although they typically incur an additional cost. The surrounding neighborhood is described as lively, with a variety of eateries, though some guests expressed concerns about the area's atmosphere late at night.

Staff & Service
The staff and service experience is heavily influenced by the hotel's automated nature, leading to mixed but often challenging feedback. While the self-check-in system is designed for efficiency, many guests encountered significant difficulties, including malfunctioning kiosks, incorrect reservation codes, and prolonged waiting times upon arrival. The absence of on-site staff means guests must rely on phone support for assistance, which is frequently described as unresponsive, unhelpful, or even rude, with calls sometimes being disconnected. This lack of immediate, empathetic support during critical check-in issues or other problems has been a major source of frustration for numerous visitors. While isolated positive comments about staff friendliness exist, the overall sentiment points to a need for improved remote customer service and technical reliability.

Additional Information
Guests should be aware of several important details that impact the stay. A critical and frequently reported issue is the presence of bed bugs, which has caused severe discomfort and forced some guests to abandon their bookings, leading to disputes over refunds. The hotel operates without daily cleaning service, meaning guests are responsible for maintaining their room's cleanliness throughout their stay, and some reviews noted a lack of basic cleaning supplies or clear instructions for trash disposal. Other amenities that guests found missing or insufficient include an iron or ironing board, and sometimes an inadequate supply of toilet paper or fresh towels for longer durations. These factors contribute to a highly self-sufficient experience, requiring guests to be prepared for minimal direct hotel intervention.