FA A
Google
I booked a Junior Suite, but the room was extremely outdated compared to the modern lobby. The staff were shockingly rude for a 5-star hotel. The AC barely worked, even though I confirmed by email beforehand that it would be functional. Upon arrival, the duty manager simply said, “All of Belgium is like this,” instead of admitting the false confirmation.
Reception also added a false charge to my account and showed zero concern about refunding it. When I asked to speak with the General Manager, I was told, “He comes whenever he wants and might not come tomorrow.” Completely unprofessional.
Worst of all, my jacket was stolen from inside my room, and the staff showed no care or accountability.
I should add that if you ask the concierge (he was a Moroccan man) for a cab, he would book you a taxi driver that charged me £40, and £15 for the same trip! When I raised this up to him, he said it is up to the driver. I saw him talking to the driver in Moroccan language before I took the ride so he might be up to this with him. A professional hotel would have investigated this and took responsibility, but it seems the staff are not encouraged to put in the work and barely reach minimum for whatever reason.
This place is nowhere near a 5-star experience — rude staff, poor facilities, dishonest communication, and no security. Avoid at all costs