729sepidehk
Google
We recently stayed at the Casselbergh Grand Hotel and, despite its undeniable beauty, this was one of the most disappointing hotel experiences we’ve ever had — all due to the unacceptable behaviour of the staff, especially Margaux from the day shift on Thursday, 24 July 2025, and the complete lack of accountability from management.||Let’s begin with the positives:|The building is stunning. The bar is elegant, and our room was clean and well-equipped. But unfortunately, that’s where the good part ends. The air conditioning did not function properly, making the nights uncomfortably hot, and the lobby toilets were poorly maintained and dirty — not what you’d expect from a so-called 4-star hotel.||Now, the real issue: the staff’s attitude, which was nothing short of rude.||Upon check-in, we informed the reception that we needed a parking space. They allowed us into the garage without issue. Later, they again asked if we had a car, and we confirmed. However, the next morning we found printed notes with our license plate all over the hotel asking us to contact reception. When my husband approached reception, Margaux behaved in a completely inappropriate and unprofessional manner. She insisted he immediately pay a bar bill (even though we had signed it and expected to pay at check-out like in any normal hotel), and claimed we never reserved parking — which we clearly did the night before.||Despite this conflict, she confirmed a late check-out at 13:00 upon my husband’s request. We left for breakfast outside the hotel. When we returned at 12:00, our room key no longer worked. I went to reception, and Margaux told me to wait for the manager.||I expected a sincere apology from management. Instead, I was shocked to hear the manager accuse us of being rude and claim we had shown “disaster behaviour” — a completely false and unacceptable response.||To make matters worse, they had already removed our belongings from the room, even though it was not yet 13:00. We had to go back and request our luggage, which took them an absurd amount of time to retrieve.||The manager repeatedly said, “this is hotel policy.” But that raises serious questions:| • Is it hotel policy to charge guests for bar expenses mid-stay, even when bills are signed for check-out?| • Is it hotel policy to remove guests’ belongings before the agreed check-out time, and without their consent?| • Is it hotel policy to blame guests for miscommunication caused by staff, instead of taking responsibility?||This experience was humiliating, unprofessional, and absolutely unworthy of a hotel that markets itself as “grand.” We will never return and strongly advise others to avoid this hotel — no matter how beautiful it looks — because no design can make up for disgraceful service and disrespectful staff.
