This place has some positive and negatives, and after 4 visits, I have decided its more negative than positive. Essentially its overly hyped, crowded, expensive, and not that good - and there are many other coffee shops that are more comfortable and cozy, without the long waits, including Gerstner sorta diagonally across the street.
This is the general experience. You come in from the cold, and there are 20 people waiting in about a 6 foot long area to get a seat, so its a very unpleasant wait with people crowded together. The staff sorta takes their time as to seat people, coming by once ever 20 minutes. We had a party of 2, and there were multiple free tables, but they would not seat us, until they seated the party of 4 ahead of us.
Then you sit down, and its a small table with rickety stools, and you are probably going to be sitting extremely close to someone else, or even hitting them when you try to get out of your seat. The last time there was a Spanish couple doing a video phone call 18 inches away from us for 20 minutes. The waiters are ok, but have a bit of a "whatever, I don't really care" attitude.
The food and coffee is hit and miss. The famous Sacher cake is terrible, although we had a nusstorte another time that was good but not great. The coffee and hot chocolate was really good one time, but then in subsequent trips we never got lucky again and it was mediocre. The goulash soup was great - but this is a not a meal place, its a quick turn over coffee shop.
The prices are a bit higher than normal. The wait is much longer than normal compared to other Viennese coffee shops. The environment is much smaller and more crowded compared to other shops. read more