Carbon Hotel - Different Hotels

Unfortunately, our experience at Carbon Hotel was quite disappointing and did not live up to expectations, especially at a price point of €275.93 (incl. breakfast for 2). Here’s why: - Cleanliness & Condition: hotel, overall, felt run-down and poorly maintained. Our room was not properly cleaned: dirty floors, unwashed glasses, stains on the walls, and even a piece of chewing gum stuck to the wall (photo attached). The toilet also appeared unhygienic, and the bed was made so sloppily that it looked as if someone had already slept in it. Although reception promised to send someone to fix the bed, no one ever came. - Room facilities: several room features were broken including the telephone (so we couldn’t reach reception), the desk lamp, and the hair dryer (which actually started smoking). While staff did eventually bring a replacement dryer from a nearby hotel, which was appreciated, this should never have been necessary. - Breakfast experience: the breakfast was underwhelming, both in quality and atmosphere. There were no non-dairy options like plant-based yoghurts, and the fruit salad didn’t seem fresh. Worse, guests were seated on an awkward mezzanine level with uncomfortable chairs and poor lighting, while a large portion of the main restaurant sat unused apparently reserved for a sports team that only occupied half the space. Misleading information: One of the key reasons we booked this hotel was the advertised wellness area (spa, sauna, steam room, etc.) listed on their website (screenshot available). However, when we inquired, the receptionist simply said these facilities were unavailable with no explanation. This felt misleading and disappointing. Service & Attitude: The overall customer service left much to be desired. Staff, particularly at reception, came across as indifferent and uninterested in guest feedback , which only added to the frustration. The experience fell far short of what one would expect from a hotel in this price range. Between the lack of cleanliness, broken amenities, misleading advertising, and poor service, we left feeling let down. Sadly, we would not choose to stay here again or recommend it to others.

Premium looking room. Big TV, mini-fridge, spacious and beautiful bathroom. Welcoming drink on arrival.Bed mattress is too soft. 2 small pillows are too small and uncomfortable to sleep on and should be replaced for bigger and better ones.Air conditioning is practically non existent, some noise and not sufficient cooling. When the weather is hot outside, the room is like a sauna and torture to sleep in.

The bedroom had a very nice design and I could sleep very well. Only the free space next to the plug socket was a little bit to small for a 15.6'' Laptop.||The quality of Breakfast was very good. For a short stay the assortment of food was good. But after a while ist became a little bit boring. Why did you not make changes in the assortment?

I stayed at Carbon for my previous trip and I was quite satisfied. So this time I booked again but I was disappointed with my stay. When I arrived on Saturday afternoon, I got Room 411 and found out someone already occupied. I can still remember the person inside the room was so surprised when I opened the door. Then I went to the reception and the staff there gave me a new room 305 and checked by themselves to make sure it’s not occupied. One of the day time staff (a senior one) also told me he has blocked room 305 to make sure it won’t get accidentally assigned again and assured this won’t happen again. I thought this is just a one time mistake and it won’t happen again. But at midnight around 1 am, my door got opened by a couple with luggage. We three had to go downstairs to find out why. It turned out although I got room 305 but in the system it shows 301. But it doesn’t make sense that my keycard can open 305. The night shift staff reacted immediately and assured that he will communicate with the manager and his day shift colleagues. On the 2nd day, i.e. Sunday morning, when going to have breakfast, I wanted to follow up and described this issue to their day time shift staff but from her reaction, it didn’t appear to me she is well aware of this issue. There are at least two issues - one is the record in the system and one is keycard for one room can open another room. I expressed my concern - imagining your door got opened at the midnight by strangers - but the day time shift staff on Sunday seems not willing to listen to me. She just brushed me off telling me the issue has been fixed and she has worked here for 6 years and she assured that it won’t happen again, same as the day time staff on Saturday. And she asked me what else I expect her to do. Well… if you assured once and it didn’t work, how can I believe in your assurance again without knowing what has been done to fix the issue? Isn’t hotel supposed to provide at least a safe space where you don’t need to worry about someone else can open your door without permission? It sounds like I’m the trouble maker after experiencing such chaos twice. I gave 3 stars instead of 1 star because the staff on Saturday day time and midnight shift at least spent time on trying to fix it and apologize for the mistake. I originally didn’t plan to post this review because of the attempts of fixing this issues by the staff (both day and night shift) on Saturday, even though such issues happening twice a day to a same person is not acceptable for hotel industry. But the arrogant attitude of the day time staff on Sunday morning really upset me and it doesn’t seem to me she cares about the customers’ concern at all. Since this issue didn’t happen during her shift, she didn’t even have enough patience to listen to my concerns. Working here for 6 years doesn’t guarantee someone can provide good service meeting basic standard of the hotel industry especially with an arrogant attitude. This indeed is an even bigger problem.

I was overcharged, but this hotel refused to issue a refund.||They admitted to the overcharge yet refused to process the refund. No matter how many times I followed up, they stopped responding to my emails.||I have no way to get my money back and am left with no choice but to accept this injustice. I hope this extremely poor treatment becomes widely known.

Located downtown Genk is directly connected by an elevator to an underground parking area.|In the surrounding areas at a walkable distance you may find several restaurants and pubs.|Train station is very close.|Room was clean and comfortable but unusual as the bath tube is next to the bed.|Minibar should be provided by water, I only found coca-cola and beer.|Breakfast was good with multiple choices.|Staff very kind.

Overall experience is Good. Situated at heart of the town Genk, well connected to Bus station and Genk Railway / Metro line. Rooms are good, food is Ok, Service could be better Should keep water bottles for sure in room

Bad customer service, rooms are not clean, breakfast is not fresh / limited options. Price / quality ratio needs to be re-evaluated, it’s a joke to call this a luxe spa hotel.

It's a beautiful hotel and one of the best one in the area. If you are going to stay in Genk overnight, then I would highly recommend this hotel. The design is modern and trendy. Rooms are well designed and clean. Reasonably helpful staff.