Vienna Residence, City Hall - Parliament

coming from a 5 hour train trip, all else were mentioned in the exchange correspondences (which i need to initiate) to find out how to get inside the property since i know it’s a residence and not a hotel. everything was given except for the code. i emailed sent them message that im an hour away to the residence, yet noone replied. as expected, we couldn’t get inside, it was cold, raining and with 3 suitcases in tow. imagine the stress we are having. finally someone from the call i made replied and gave me the code. this is after the fight my husband and. i had . 2 more guests checked in, same problem as we had. very poor coordination. this should be addressed asap. no matter how nice the room is, service is still a priority.