Amanda H
Google
My partner and i went to the Tomorrowland Festival and decided to stay here because the hotel looked so incredibly beautiful and unique. Converted church did not disappoint. They have done such a good job in converting it but keeping it very elegant, classy and tasteful.|Things the hotel did which was exceptional. ~ Very peaceful, nice area, room and bathroom incredible, very comfortable, relaxing, beautiful and stunning. The whole hotel is stunning.|Breakfast was also fantastic with so much choice, such good quality food in abundance.||Things the hotel did which was bad - Service|I had booked everything and paid for the hotel in full, months in advance.|I was pregnant, tired and struggling after our plane trip and we came straight from the airport to the hotel. We were a bit early and asked if we could please check in early. The two men at the front desk kept saying no no no no way and even after my partner explained to them i was pregnant and needed to lie down, they kept saying no no no. Thank god the manager happened to walk past and overheard the conversation. He could see i was struggling, sweaty, exhausted, sick and that he said of course they would try to see what they could do for us and get our room prepared earlier. Thank god for this kind, compassionate man who was in charge and allowed me to go rest early in the room - Really was a life saver and so grateful to him.||Then at checkout. We were charged double for breakfast and when we explained it was wrong, the girl at the front reception desk didn't even apologise to us even though it was their mistake.||But most shocking and disappointing was when we had already returned home i was so shocked to see the hotel had taken another 100 EURO out of my account without informing me which i don't even think is legal!!! I don't know what kind of policy is that when i had paid for everything upfront, in full, in advance. Yet still charged another 100 EURO from my account when i checked in without even telling me, saying anything to me and without my consent or knowledge!!!!||I phoned the hotel and spoke to Yannick on reception asking what this money was for when i had already paid in full for everything?|Yannick explained this is a hotel policy that 100 Euro is taken at check-in as a guarantee.||First of all, nothing is mentioned at all in the booking confirmation about this payment. Therefore there was no permission given by me to do this by the hotel and i also wasn't even aware. If this is a hotel policy, it has to be legal so how can it not be written anywhere on the confirmation reservation? It was also not mentioned when booking the room. Also this wasn't mentioned in person to me at all during check in by anyone either. If as Yannick mentions, this payment is taken from everyone at check in and is standard hotel policy, it should be a duty for the hotel staff to notify guests this is being done with their knowledge and consent. There was no communication at all about it to me. The only thing it mentions is you will be charged 100 EURO if you smoke in the hotel room which i am not a smoker.|Eventually I got the money back but i'm the one who had to email the hotel management finance dept to sort out all the mess and i was in complete shock and disbelief. When i complained this policy is not written anywhere for guests to see and was not verbally explained to me before happening they couldn't give me a response.||If the service had matched the hotel i would have given 10/10 but really could not believe the service I received - felt literally robbed by this hotel and felt really let down. Anything financial should be spoken about and obviously written somewhere clearly for guests. Otherwise can not put trust in this hotel. No Transparency. But can not fault the actual hotel because its soooo beautiful and so unique.