I stayed here with my sister and 1 year old nephew during our trip to Vienna. We chose this hotel…read morebased on location, wi-fi access, and specifically no-smoking rooms due to the toddler, my pregnancy, and my sister's smoke allergy. We were staying for a week and paid in advance. First of all, do not stay here expecting wi-fi. Their modem is a relic and is basically just there for looks. We had to go to a restaurant to use their internet to fine-tune details of our trip. It was annoying, but I could've dealt with it. That aside, our real problem that lead me to leave this review: After the first night, it became apparent that there was smoking in the hotel and as a result, my sister had trouble breathing and sleeping in the night. We approached the owner, Hannes Poley about this asking what could be done, and he responded in an incredibly condescending, indignant manner. He explained that he smoked in the main office, but didn't smoke in common areas so there was no way that this could be a bother to us (our first floor room was about 20 feet from this office, and unfortunately, smoke doesn't stay in the same room based on sheer will-power. It's a gas. It does what it wants.) I'm an ex-smoker. Not an anti-smoker. But this is a serious problem for my sister, so we tried to explain to him why we had an issue with the room. After telling us we were wrong, he sighed and told us he could move us to a higher floor in 2 days. We couldn't stay in the first floor room for another night, so I looked for another hotel and put in a reservation nearby. We approached Hannes that evening about getting a refund for the days that we weren't staying, (or at least a partial refund). He told us that we weren't going to find another hotel in the area because they were all booked up (weird lie #1). After I told him that I already had a reservation at a nearby hotel, he refused our request, and only after pressure partially relented and refunded 120 Euros for 1 day of the entire week. He told us that he called booking.com and they wouldn't allow him to refund the remaining $600, but after we called them later that day, it became apparent that it was his decision to deny the refund, not theirs (weird lie #2). It takes a special kind of sociopath to so egregiously rip off a woman with a toddler and her pregnant sister. This was our first experience in Austria and left a bitter taste in my mouth, though we fortunately met many pleasant and friendly locals afterwards. The hotel we stayed at after the Pension Anna was Hotel Savoy on Lindengrasse, and was the same cost for MUCH better quality. Customer service there was excellent, wi-fi worked, no smoke, and the rooms in general were much higher quality. I'm leaving them a separate positive review. I hate leaving bad reviews and only reserve this for when a business is a very particular kind of horrible. We are currently disputing the partial charge with our credit card, and I am calling the US embassy tomorrow. Please think twice before staying here, for all the reasons. Edit: I am changing the star rating because after I sent a scathing email, he begrudgingly refunded most of the money. I still wouldn't suggest the place based on our experience, and definitely wouldn't suggest paying all in advance, but in the end, after several emails, he came through.