hao
Google
I stayed at Hotel Opera Liège for three days and two nights. Overall, the hotel is well-located, clean, and decently equipped. Some of the front desk staff provided excellent service, but unfortunately, the experience on the second evening significantly affected the overall impression.
(Note: I’ll refer to the different female front desk staff as A, B, and C for clarity — to distinguish who provided good service and who didn’t.)
On my first afternoon, I checked in with female front desk staff A, who was very kind and helpful. I had forgotten to bring a few personal items, and she patiently provided me with slippers, toothpaste, and other essentials. That left a great first impression.
When I checked out on the third morning, female staff C was also professional, polite, and efficient.
The main issue happened on the second night.
That evening, the handheld shower in my room suddenly stopped working, and only the overhead shower was functional. I called the front desk, and female staff B answered the phone. She told me that someone would come to check the issue within 30 minutes. However, over 30 minutes passed with no one showing up, so I called again.
This time, the night shift male staff had taken over. He told me he had no idea about my previous report. It was clear that female staff B never passed on the information or arranged any follow-up. The male staff himself came up to my room, confirmed that the shower was indeed broken, and said he would check if any other rooms were available and then call me back.
But I waited another 15 minutes with no update. When I called once more, he simply said, “I was just about to call you,” which honestly felt like a lazy excuse rather than real follow-up.
By that point I was already tired and didn’t want to go through the hassle of changing rooms, so I just used the overhead shower and let it go. But the entire handling of the situation that evening showed a clear lack of internal communication and follow-through, with no proactive service mindset from the night team.
That said, this is still a hotel very much worth staying at. It has a great location, a clean environment, and decent facilities. If the hotel can improve communication and consistency in service, especially during staff handovers, the overall guest experience would be much better.
