Riviera Travel
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The Blue Danube cruise + extension to Vienna
I have posted this response from Riviera Travel on TrustPilot to show the poor customer service, particularly the rudeness to my elderly mother. The company’s response is patronising and does not value the customer It totally ignores the health and safety issues of the cleanliness of the hotel, the coldness of the rooms with in-room air condition controls not adjustable and no opening windows if you wanted to switch of the air conditioning, the inappropriate in-room crockery and lack of space to adequately store luggage. Having extensively travelled to many countries and stayed in a variety of hotels in city centres and I know what to expect and I would state I have stayed in better 2 star hotels which have the basic facilities expected in a room and are clean compared to this hotel. Riviera’s response show they have not vetted this hotel and if they had they would have seen the large number of guest reviews about similar issues about this hotel have been raised, irrespective of it being a 4 star rated. Either the tour director is lying they have submitted reports of the sub-standard issues of this hotel or Riveria are not listening to either their tour director or customer feedback. Furthermore , when we originally booked this holiday, we were due to be staying at another hotel which provided all the facilities needed. But 2 months before the holiday we received notice the hotel had been changed but Riviera Travel’s communication provided no detail of what to expect and this lack of communication detail is a common occurrence by Riviera Travel. I would recommend not booking the added Vienna extension on The Blue Danube river cruise. From: Guest Relations Date: 29 July 2025 at 11:54:30 BST To: xxxxxxxxxxxx Cc: xxxxxx Subject: Complaint re Mooons Hotel Vienna - booking ref 1524533 Dear Sue Joseph, Thank you for making your recent booking on The Blue Danube (including the Vienna extension) aboard the MS Riviera Radiance, and for taking the time to share your thoughts following your stay at the Moons Hotel Vienna. We truly value your feedback and are sorry to hear that the style of the hotel and its focus on local produce and vegetarian options did not meet your expectations. While many guests find the Moons Vienna a suitable base for the included excursions, we fully appreciate that its concept and culinary approach may not be to everyone’s taste, and we regret that it did not align with your preferences on this occasion. We understand that transitioning from the luxurious surroundings and attentive service of a 5-star cruise to a more contemporary city hotel can feel like a stark contrast, and we’re sorry this impacted your overall experience. Regarding the medical conditions you mentioned, please be assured that had we been made aware of these in advance, our team would have been more than happy to offer further insight and advice to help ensure your accommodation was both comfortable and appropriate for your needs. In relation to you hotel stay in Malta, please do review the room inclusions at xxxxx and if you have any further questions we will be happy to assist. Finally, four comments have been shared with the relevant teams and will be taken into careful consideration as we continue to review and refine our hotel partnerships and guest communications. We look forward to welcoming you in September. Best regards, xxxxxx Guest Relations Senior Advisor Riviera Travel image003.png xxxxx @rivieratravel.co.uk image006.png rivieratravel image011.png 328 Wetmore Road , Burton on Trent , DE14 1SP image012.jpg image013.png image014.png image015.png Riviera Tours Ltd is a company, registered in England, with company number 01869298 and having its registered address at New Manor, 328 Wetmore Road, Burton on Trent, Staffs, DE14 1SP. This message is sent in confidence to the addressee(s) only. The contents must not be disclosed to any person other than the addressee(s). If you believe that you have received this email in error, please inform the sender as soon as possible. For information about how we process your personal data, please see our Privacy Notice, which is available at: Privacy Policy | Riviera Travel