Horrible Stay: Cockroaches, No Support, and Misleading Communication.
My spouse and I had an awful experience during our stay at Smartments Wien Hauptbahnhof from October 4–7, 2025. Communication with the property was nearly impossible from the beginning. I tried several times through WhatsApp and other channels to arrange an early check-in, but received no clear response for hours.
When we finally checked in, we were shocked to find cockroaches and other bugs, including on the bed and surrounding surfaces. The property states that no staff is available on weekends, but there is an emergency line — unfortunately, it was completely useless. We called, texted, and emailed repeatedly, but no one ever replied. Even Hotels.com tried contacting them on our behalf and couldn’t get through to anyone.
Adding to the frustration, their automated text bot was misleading, repeatedly assuring us that “our message had been forwarded to the team” and that someone would contact us shortly. We trusted that response and waited, but no one ever followed up.
We eventually had to leave early because the conditions were unsanitary, unsafe, and completely unacceptable. This experience caused enormous stress and nearly ruined our trip.
Until Smartments fixes its pest issue and implements real customer support instead of an unresponsive bot, I strongly recommend avoiding this property.