A nightmare- I had arranged a time to meet somebody to get access & keys. As pre-arranged, with the directions to get there (but not how to access a key), I was there at 2:10pm for 2-3pm check-in. but nobody to meet me, and the phone number I was given unanswered.
I called Hotels.com customer services, after 3 (international) calls, lasting 40min+, I was eventually told that they could not reach Vienna Garden, and Hotels.com would transfer me to the relocation team.
Shortly after, I eventually received a call from Vienna Garden (5 unanswered calls, 3 calls and 40min on hold to hotels.com, 5% battery left, 80min outside in 5*C). They had the times wrong, although it was confirmed in writing. I was then told of a key in a combination locker at the door - instructions I was not given before, and apparently should have.
I was asked to pay cash, which I was happy to do, but nowhere on the booking info, confirmation or email confirmation was a compulsory cleaning fee of EUR30 mentioned - only listed as 'optional extras' and as such, I did not expect to be forced to pay this, especially nice the extremely bad service that I had just experienced - although the lady checking me in admitted their mistake.
Hotels.com offered me £30/EUR43 1-year voucher, I doubt this will cover my phone bill!
Nowhere to store luggage after check-out and although there is a kitchenette, there's no coffee/tea, bring your own.
Considering all this, booking a hotel would have been much better value.