Lobby

Reviews of Hilton Brussels Grand Place

4 out of 5
Hilton Brussels Grand Place
Carrefour De L'europe, 3, Brussels

Reviews

8.6

Excellent

Rating 10 - Excellent. 566 out of 1006 reviews" "
Rating 8 - Good. 278 out of 1006 reviews" "
Rating 6 - Okay. 82 out of 1006 reviews" "
Rating 4 - Poor. 51 out of 1006 reviews" "
Rating 2 - Terrible. 29 out of 1006 reviews" "

9.0/10

Cleanliness

8.8/10

Staff & service

8.6/10

Amenities

8.8/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

6/10 Okay

Joshua

Travelled with partner
Disliked: Property conditions & facilities
Overall, the hotel's location is convenient, but there are areas for improvement, particularly regarding room maintenance and amenities. The room we stayed in required updating, evident from issues such as a loose soap dish in the shower with an exposed screw. Additionally, we encountered an inconvenience with the lack of provided washcloths, necessitating requests to the maid service for replenishment. Unfortunately, even after room cleaning, the washcloths were not replaced, which was quite frustrating. However, I must commend Solomon for his exceptional service. Upon my wife's arrival during the tail end of breakfast service, he displayed remarkable hospitality and went above and beyond to assist us. His pleasant demeanor and accommodating attitude made a positive impact on our stay.
Stayed 4 nights in Mar 2024

10/10 Excellent

CAROL, new york

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
loved the area...felt safe...awesome breakfast...friendly staff
Stayed 5 nights in Mar 2024
Response from Ellen Deboeck, General Manager on 15 Mar 2024
Dear Carol,Thanks for this kind review.We're thrilled to hear you enjoyed the safe environment of our location and the variety our breakfast offers. It's also heartening to know our staff's friendliness contributed positively to your stay. Your commendation on room cleanliness and the overall condition of our hotel is greatly appreciated, and it reflects our team's dedication to maintaining the high Hilton standards.We hope your encounters with our array of amenities, including the complimentary Wi-Fi and ergonomic workspaces, enhanced your comfort during your time with us.We look forward to welcoming you again. Best regards,Ellen Deboeck, General Manager

8/10 Good

Sarah

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent location, nice and clean hotel.
Stayed 3 nights in Feb 2024
Response from Ellen Deboeck, General Manager on 11 Mar 2024
Dear Sarah,It was a pleasure to receive this great review.We are thrilled to hear that you appreciated our hotel's excellent location and the cleanliness of our rooms. It is also gratifying to know that you found our room amenities to your satisfaction, reflecting our commitment to providing first-class amenities as part of the Hilton standard. We do take pride in maintaining our hotel to ensure a comfortable and enjoyable stay for all our guests.While you have rated our service and hotel condition slightly lower, we would like to assure you that our team is dedicated to delivering the warm and attentive service Hilton is known for. We are constantly looking for ways to enhance our guest experience and your feedback is invaluable in this pursuit.We look forward to welcoming you back on a future occasion. Best wishes,Ellen Deboeck, General Manager

8/10 Good

Mizuki

Stayed 1 night in Feb 2024
Response from Ellen Deboeck, General Manager on 21 Mar 2024
Dear Mizuki, Thank you for this positive review of your stay.We appreciate that you chose to stay with us and are glad to know your experience was enjoyable.We look forward to welcoming you back on a future visit.Kind regards,Ellen Deboeck, General Manager

2/10 Terrible

anastasia

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
The hotel is not up to standard especially given that the prices are as high as some of the better hotels in the area. Upon arrival I was asked to walk to an atm to take out caah to leave as a deposit at front desk despite never having been asked this before at any hotel in the world. The room feels dirty and dated and the bathroom shower was rusty and felt unclean. The executive lounge is not worth the extra money it has barely anything to eat or drink with substandard coffee and recycled cheap popcorn and snacks with very little else. Very very disappointed
Stayed 1 night in Feb 2024
Response from Ellen Deboeck, General Manager on 15 Feb 2024
Dear Anastasia,Thank you for taking the time to share your review.We are saddened to hear that your experience did not meet your expectations. We pride ourselves on maintaining the highest standards of cleanliness and service, so it is regrettable that you felt the condition of your room and the executive lounge were not up to par. We also understand the inconvenience of the deposit requirement and apologize for any misunderstanding. We are continuously working on improving our guest experiences, and your comments are an important part of this process. Rest assured, we are addressing the points you've raised to ensure that they are not indicative of the high-quality service we strive to provide.We hope to have the opportunity to welcome you back for a more memorable stay in future.Kind regards,Ellen Deboeck, General Manager

4/10 Poor

Carlos, Encino

Travelled with partner
Disliked: Property conditions & facilities
Do not stay here! I thought Hilton plus location, why not. Well now I know. Hotel is run down, needs TLC. the breakfast buffet compared to buffets we had in hotels in 7 other countries on our 30 day trip was poor. Being across from the Gare station was bad, lots of transients. Lots of trash, noise, and problem characters. On top of that the Palestine protests were a factor every night. So much extra bus, train related traffic. Buses all night long, people all night long. Not a good Hilton property. Do yourself a favor and stay in the Sablon district.
Stayed 4 nights in Dec 2023
Response from Ellen Deboeck, General Manager on 8 Jan 2024
Dear Carlos,Thank you for taking the time to review your stay.We are glad you chose our hotel for its Hilton standards and prominent location. Our team is committed to providing top-quality service and we appreciate your recognition of these efforts. We regret to hear that certain aspects of your stay did not meet your expectations. Our hotel prides itself on its upkeep and condition since its opening in 2014, with the most recent room renovations in 2018. We understand that the vibrancy of the city centre, while appealing to many, can sometimes present challenges such as noise, which we strive to mitigate with soundproof windows. Additionally, we are continuously working to enhance our breakfast offerings to ensure a variety of high-quality options reflective of local and international tastes. The concerns you've raised are taken seriously and we're actively working to enhance our guest experience.We hope you will consider staying with us again in the future. Best regards,Ellen Deboeck, General Manager

8/10 Good

KRISHNA

Stayed 2 nights in Jan 2024
Response from Ellen Deboeck, General Manager on 5 Jan 2024
Dear Krishna,Thank you for sharing this review.We appreciate that you chose to stay with us and are glad to know your experience was enjoyable.We look forward to welcoming you back on a future visit.Kind regards,Ellen Deboeck, General Manager

8/10 Good

Karen

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Dec 2023
Response from Ellen Deboeck, General Manager on 4 Jan 2024
Beste Karen,Hartelijk dank voor deze mooie beoordeling.Het doet ons veel plezier dat u tevreden was met uw verblijf bij ons en dat de netheid van de kamer naar wens was. Daar doen we het voor!Met vriendelijke groet,Ellen Deboeck, General Manager

6/10 Okay

Benjamin

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Great location and comfortable room, but staff is so-so (they forgot to issue the wake-up call I asked for)
Stayed 3 nights in Dec 2023
Response from Ellen Deboeck, General Manager on 2 Jan 2024
Dear Benjamin,Thank you for taking the time to review your stay.We're thrilled to hear that you found our location to be great and the room comfortable for your needs. Our team strives to provide inviting accommodations, and we're pleased that our efforts resonated with you. We regret to hear that there was a lapse in service regarding your wake-up call. While we are currently addressing staffing challenges to enhance guest interactions, we ensure that our commitment to attentive service remains unwavering. Your feedback is invaluable as it helps us to improve and continue delivering the high standards our guests expect.We hope to have the opportunity to welcome you back again on a future occasion.Best regards,Ellen Deboeck, General Manager

10/10 Excellent

Masao

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Ellen Deboeck, General Manager on 2 Jan 2024
Dear Masao,Thank you for taking the time to review your stay.We are pleased that we were able to meet your expectations.We look forward to having you return. Best wishes,Ellen Deboeck, General Manager

8/10 Good

young kyu

Stayed 4 nights in Dec 2023
Response from Ellen Deboeck, General Manager on 2 Jan 2024
Dear Young Kyu,Thank you very much for this kind review.We appreciate that you chose to stay with us and are glad to know your experience was enjoyable.We hope to welcome you back soon.Best wishes,Ellen Deboeck, General Manager

10/10 Excellent

Ami, La Palma

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property was centrally located and beautiful
Stayed 2 nights in Dec 2023
Response from Ellen Deboeck, General Manager on 27 Dec 2023
Dear Ami,Thank you for sharing this positive review.We're delighted to hear that you appreciated our hotel's central location and the beauty of the property. It's also wonderful to know that the cleanliness of your room met your expectations, as we strive to maintain the highest standards. Our team works diligently to ensure that our hotel's condition is impeccable, and your recognition of these efforts is greatly valued. We note that you rated our service at 80%, and while this is generally positive, we always aim for excellence. We would like to mention that we are actively working to enhance staff interactions and guest service, as mentioned in our hotel information, and we expect to see significant improvements by September.We look forward to welcoming you back on a future occasion. Best wishes,Ellen Deboeck, General Manager

6/10 Okay

Inho

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
1. Cleanness didn't meet the expectation 2. Concierge service didn't meet the expectation - Really do I have to pay to borrow umbrellas? 3. Light level in the room was too dark 4. TV didn't work
Stayed 5 nights in Nov 2023
Response from Ellen Deboeck, General Manager on 26 Dec 2023
Dear Guest,Thank you for taking the time to share your feedback.We are pleased that you appreciated our attentive service, reflected in your service rating. Our team is committed to providing a warm and efficient service to all our guests. We regret to hear that the room's cleanliness and light levels did not meet your expectations. Our guest rooms are designed with comfort in mind, and we apologize if this was not the case during your stay. Regarding the concierge service, we aim to cater to our guests' needs, and we apologize for any inconvenience caused concerning the umbrella policy. It's disappointing to learn that the TV in your room was not functioning properly. We always encourage our guests to report any issues so we can resolve them promptly.We hope to welcome you back on future occasions. Best regards,Ellen Deboeck, General Manager

10/10 Excellent

mark

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Response from Ellen Deboeck, General Manager on 20 Dec 2023
Beste Mark,Hartelijk dank voor deze uitstekende score.Het doet ons veel plezier dat u tevreden was met uw verblijf bij ons en dat de netheid van de kamer naar wens was. Daar doen we het voor!Graag tot een volgende keer!Met vriendelijke groeten,Ellen Deboeck, General Manager

10/10 Excellent

Michael

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Ellen Deboeck, General Manager on 20 Dec 2023
Beste Michael,Bedankt voor uw beoordeling en feedback.Het verheugt ons dat u een fijn verblijf heeft gehad in ons hotel en dat alles wat u nodig had beschikbaar was.Hopelijk tot ziens,Ellen Deboeck, General Manager

8/10 Good

VINCENT

Stayed 1 night in Dec 2023
Response from Ellen Deboeck, General Manager on 20 Dec 2023
Cher Vincent,Tous nos remerciements pour ce commentaire positif.Nous sommes ravis que vous ayez passé un agréable séjour parmi nous.Votre satisfaction est notre plus belle récompense.Au plaisir de vous accueillir à nouveau,Ellen Deboeck, General Manager

10/10 Excellent

Jorn

Travelled with partner
Liked: Cleanliness, staff & service, amenities
Stayed 1 night in Dec 2023
Response from Ellen Deboeck, General Manager on 20 Dec 2023
Beste Jorn,Hartelijk dank voor deze uitstekende score.Het verheugt ons dat u tevreden was over de netheid van uw kamer en dat uw verblijf bij ons naar wens was.Hopelijk tot ziens,Ellen Deboeck, General Manager

10/10 Excellent

Amanda

Liked: Cleanliness, staff & service, property conditions & facilities
Response from Ellen Deboeck, General Manager on 6 Feb 2024
Beste Amanda,Hartelijk bedankt voor uw fijne review.Het doet ons veel plezier dat u tevreden was met uw verblijf bij ons en dat de netheid van de kamer naar wens was. Daar doen we het voor!Groetjes!Ellen Deboeck, General Manager

10/10 Excellent

Þórunn

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Super
Stayed 3 nights in Dec 2023
Response from Ellen Deboeck, General Manager on 20 Dec 2023
Querido huésped,Nos complace enormemente saber que la limpieza de nuestras habitaciones, el estado del hotel y la comodidad de nuestras instalaciones hayan cumplido con sus expectativas al 100%. Es para nosotros un honor recibir comentarios tan positivos y estamos encantados de que haya disfrutado de la calidad y el servicio que nos esforzamos por ofrecer a nuestros huéspedes. Apreciamos que haya resaltado la excelencia de nuestro servicio, algo en lo que ponemos gran empeño y que refleja el compromiso de nuestro equipo para brindar una experiencia inigualable.Será un placer recibirle de nuevo próximamente. Un saludo muy cordial,Ellen Deboeck, General Manager

8/10 Good

Paul

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The bar has a cocktail menu. But the barman has never made cocktails before. He couldn't identify Angostura Bitters and didn't know what a Bourbon whisky was. He made an Old Fashioned cocktail with around 250ml of water in a large wine glass with a sugared rim.
Stayed 2 nights in Dec 2023
Response from Ellen Deboeck, General Manager on 20 Dec 2023
Dear Paul,We'd like to thank you for taking the time to review your experience.We're thrilled to hear you found our rooms to be impeccably clean and appreciated the condition of our hotel and the service provided. We take pride in maintaining high standards of cleanliness and guest satisfaction, so it's wonderful to know these efforts resonated with you. We apologize if the cocktail experience at our bar did not meet your expectations. Our bar is indeed equipped with a cocktail menu, and we typically receive positive feedback about our bar service. We regret any inconvenience this may have caused and will ensure our bar staff is further trained to provide the high-quality service our guests expect.We hope to welcome you for an improved experience in the future. Best regards,Ellen Deboeck, General Manager

10/10 Excellent

Oanh

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good Room size More chairs for guest in lobby Not very clear directions to WC, Elevators in Lobby Poor XMas decorations
Stayed 3 nights in Dec 2023
Response from Ellen Deboeck, General Manager on 15 Dec 2023
Dear Guest,Thank you for taking the time to share your review.We're delighted to hear that the size of our rooms met your expectations, and we pride ourselves on providing spacious accommodations for our guests. Regarding the additional seating in the lobby, we appreciate your suggestion and will consider it to enhance our guests' comfort in the common areas. We apologize for any inconvenience you may have experienced in locating our facilities; we strive to make our hotel as navigable as possible and will review our signage to ensure clear directions. While we aim to spread festive cheer with our decorations, we're sorry to hear that they did not meet your expectations. We'll take your feedback into account for future holiday seasons.The entire team looks forward to welcoming you back.Kindest regards,Ellen Deboeck, General Manager

2/10 Terrible

Lisa

Stayed 2 nights in Dec 2023

10/10 Excellent

Hans

Stayed 2 nights in Dec 2023
Response from Ellen Deboeck, General Manager on 12 Dec 2023
Beste Hans,Hartelijk dank voor dit zeer positieve oordeel.Het verheugt ons dat u een fijn verblijf heeft gehad in ons hotel.Graag tot een volgende keer!Met vriendelijke groeten,Ellen Deboeck, General Manager

8/10 Good

Elvira

Stayed 2 nights in Dec 2023
Response from Ellen Deboeck, General Manager on 12 Dec 2023
Beste Elvira,Hartelijk bedankt voor uw fijne review.Het verheugt ons dat u een fijn verblijf heeft gehad in ons hotel.Een volgende keer staan we graag weer voor u klaar.Hartelijke groeten,Ellen Deboeck, General Manager

8/10 Good

Steve

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Great location. Helpful friendly staff
Stayed 2 nights in Dec 2023
Response from Ellen Deboeck, General Manager on 6 Dec 2023
Dear Steve,Thank you for this positive feedback.Our dedicated team strives to ensure the utmost comfort and satisfaction of our every guest, so it is very rewarding to read that you had a memorable experience and appreciated not only our strategic location but our high standards as well.We hope to welcome you back in the future.Best wishes,Ellen Deboeck, General Manager

8/10 Good

Brigette

Stayed 1 night in Dec 2023
Response from Ellen Deboeck, General Manager on 6 Dec 2023
Chère Brigette,Merci pour ce retour très positif.Nous sommes ravis que vous ayez passé un agréable séjour parmi nous.Votre satisfaction est notre plus belle récompense.Dans l'attente du plaisir de vous accueillir de nouveau,Ellen Deboeck, General Manager

8/10 Good

guilherme

Stayed 3 nights in Nov 2023
Response from Ellen Deboeck, General Manager on 21 Dec 2023
Dear Guilherme,Thank you for your positive review.We appreciate that you chose to stay with us and are glad to know your experience was enjoyable.We look forward to welcoming you back again in the future. Best wishes,Ellen Deboeck, General Manager

8/10 Good

Rachel

Travelled with partner
Liked: Cleanliness, staff & service, amenities
Look a little tired… going through a revamp. Entrance, reception was great but in bedrooms dark colours were awful
Stayed 3 nights in Nov 2023
Response from Ellen Deboeck, General Manager on 27 Nov 2023
Dear Rachel, Thanks very much for your feedback.We're delighted to hear that you found our entrance and reception to be impressive. Our team strives to maintain a welcoming atmosphere from the moment our guests arrive. We understand that the choice of colors in the bedrooms may not have been to your liking, and we appreciate your perspective on this. Our hotel aims to provide a contemporary and stylish environment, and we will take your comments into consideration. It's gratifying to know that you were pleased with the cleanliness of your room and the amenities provided. We take great pride in ensuring our guest rooms are impeccably maintained and equipped for comfort and convenience.We hope to welcome you back.All the best,Ellen Deboeck, General Manager

10/10 Excellent

Kimberly

Business traveller
Liked: Cleanliness, staff & service, room comfort
Phone didn’t work
My phone did not work. I told the front desk. I was there 4 nights. It never got fixed.
Stayed 3 nights in Nov 2023
Response from Ellen Deboeck, General Manager on 21 Nov 2023
Dear Kimberly,Thank you for taking the time to share your review.We're delighted to hear that you found our accommodations to be impeccably clean and that you were comfortable during your stay. It's also gratifying to know that you received excellent service from our team. We aim to provide a high standard of hospitality and it's wonderful to see this reflected in your feedback.We regret to hear about the issue with the telephone in your room. We understand how important it is to have all amenities functioning properly and apologize for any inconvenience this may have caused. Please rest assured that we have a dedicated maintenance team committed to resolving such issues promptly when they are brought to our attention. We are currently reviewing our procedures to ensure that any reported problems are addressed more efficiently to enhance our guest experience.We hope to see you again soon.Best regards,Ellen Deboeck, General Manager

10/10 Excellent

Nadiya

Stayed 1 night in Nov 2023
Response from Ellen Deboeck, General Manager on 21 Nov 2023
Dear Nadiya,Thank you for such a positive review of your stay.We appreciate that you chose to stay with us and are glad to know your experience was enjoyable.We would be glad to have you return for another memorable stay.Best wishes,Ellen Deboeck, General Manager

10/10 Excellent

Juhee

Stayed 2 nights in Nov 2023
Response from Ellen Deboeck, General Manager on 17 Nov 2023
Cher hôte,Nous sommes ravis que vous ayez passé un agréable séjour parmi nous.Votre satisfaction est notre plus belle récompense.Au plaisir de vous compter de nouveau parmi nous,Ellen Deboeck, General Manager

4/10 Poor

katherine

Travelled with group
Disliked: Staff & service
Stayed 2 nights in Nov 2023
Response from Ellen Deboeck, General Manager on 4 Dec 2023
Dear Katherine,Thank you for taking the time to share your feedback,We endeavour to provide an excellent standard for all our guests and regret that you felt this was not the case. We will use your feedback to review this with our team and highlight any areas that may need some attention.We look forward to welcoming you back. Best wishes,Ellen Deboeck, General Manager

8/10 Good

Romain

Stayed 1 night in Nov 2023
Response from Ellen Deboeck, General Manager on 7 Nov 2023
Cher Romain,Merci d’avoir rédigé cet avis positif suite à votre séjour chez nous.Nous sommes ravis que vous ayez passé un agréable séjour parmi nous.Votre satisfaction est notre plus belle récompense.Au plaisir de vous recevoir à nouveau,Ellen Deboeck, General Manager

10/10 Excellent

Glenn

Stayed 2 nights in Nov 2023
Response from Ellen Deboeck, General Manager on 7 Nov 2023
Beste Glenn,Bedankt voor uw fijne review.Het verheugt ons dat u een fijn verblijf heeft gehad in ons hotel.Graag tot een volgende keer!Met vriendelijke groeten,Ellen Deboeck, General Manager

10/10 Excellent

MICHAEL

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Oct 2023
Response from Ellen Deboeck, General Manager on 6 Nov 2023
Beste Michael,Hartelijk dank voor uw review.Het doet ons veel plezier dat u tevreden was met uw verblijf bij ons en dat de netheid van de kamer naar wens was. Daar doen we het voor!Het was een plezier jullie te mogen ontvangen en hopelijk tot een volgende keer.Hartelijke groet,Ellen Deboeck, General Manager

10/10 Excellent

kristian

Stayed 3 nights in Oct 2023
Response from Ellen Deboeck, General Manager on 2 Nov 2023
Beste Kristian,Hartelijk dank voor dit zeer positieve oordeel.Het verheugt ons dat u een fijn verblijf heeft gehad in ons hotel.Hopelijk tot ziens,Ellen Deboeck, General Manager

6/10 Okay

Hilde B Berger

Stayed 3 nights in Oct 2023
Response from Ellen Deboeck, General Manager on 4 Dec 2023
Beste Hilde,Bedankt voor uw feedback.We zijn blij te horen dat u een positieve ervaring heeft gehad tijdens uw verblijf bij ons. Uw opmerkingen over de geluidsisolatie van de ramen en de temperatuur op de bovenste verdiepingen zijn belangrijk voor ons. Onze ramen zijn inderdaad geluiddicht, maar het openen ervan kan inderdaad wat stadsgeluiden met zich meebrengen. Wat betreft de temperatuur, we zijn ons bewust van het probleem en werken aan verbeteringen om het comfort van onze gasten te garanderen. We willen ons verontschuldigen voor het ongemak dat u heeft ondervonden en waarderen uw geduld en begrip.Daarnaast zijn we verheugd te kunnen melden dat we momenteel bezig zijn met het uitbreiden van ons team om de interactie met het personeel en de algehele service te verbeteren. We verwachten dat deze veranderingen in september zullen plaatsvinden en hopen dat u bij een toekomstig verblijf de verbeteringen zult ervaren.We hopen u in de toekomst opnieuw te mogen verwelkomen in ons hotel. Met vriendelijke groet,Ellen Deboeck, General Manager

4/10 Poor

William

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
when we arrived they had given away the room we reserved and put us in a smaller room even though we had reserved and paid for the larger room. after a day of haggling with them they finally gave us a larger room. The staff during this period were not very helpful.
Stayed 5 nights in Oct 2023
Response from Ellen Deboeck, General Manager on 30 Oct 2023
Dear William,Thank you for taking the time to share your review.We are glad to hear that you found our hotel clean and well-maintained. However, we apologize for the inconvenience you faced regarding the room allocation. We understand how frustrating it can be when your expectations are not met, and we assure you that this is not the standard we strive for. We have taken note of your feedback and will work on improving our communication and reservation processes to prevent such situations in the future.We also regret that you felt our staff was not helpful during your stay. We are currently working on expanding our team to ensure that we can provide the warm and attentive service that Hilton is known for, even during peak times. We hope that by addressing these concerns, we can enhance the overall guest experience.We hope you will consider staying with us again in the future. Best regards,Ellen Deboeck, General Manager

8/10 Good

Kristina

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were very friendly. We arrived late and the kitchen was closing shortly but they agreed to prepare a cheese plate to take to the room. The facilities were very nice, but there were some issues with the bedside light and USB ports being broken. Overall it was a good stay in the most convenient location to Brussels Central Station.
Stayed 1 night in Oct 2023
Response from Ellen Deboeck, General Manager on 2 Nov 2023
Dear Kristina,Thanks for taking the time to review your stay at our hotel.We are delighted to hear that our staff was friendly and accommodating during your late arrival, and that you enjoyed the cheese plate in your room. Our convenient location near Brussels Central Station is indeed one of our hotel's highlights, and we are glad it added value to your stay.We apologize for the issues you encountered with the bedside light and USB ports in your room. Our maintenance team has been informed and will address these concerns promptly to ensure a comfortable stay for future guests. We appreciate your feedback and will use it to improve our services.We hope to welcome you back. Best wishes,Ellen Deboeck, General Manager

10/10 Excellent

Lisa and Glenn

Stayed 4 nights in Oct 2023
Response from Ellen Deboeck, General Manager on 30 Oct 2023
Dear Guest,Thank you for sharing your experience.We appreciate that you chose to stay with us and are glad to know your experience was enjoyable.We look forward to welcoming you back soon.Best regards,Ellen Deboeck, General Manager

8/10 Good

Genghis

Travelled with partner
Liked: Cleanliness, staff & service, amenities
TV not working; reported however no action
Stayed 4 nights in Oct 2023
Response from Ellen Deboeck, General Manager on 27 Oct 2023
Dear Genghis, Thank you for this review of your recent stay.We are glad to hear that you found our room cleanliness, service, and room amenities satisfactory. However, we regret to learn about the issue with your TV. Our team is committed to addressing any concerns promptly, and we apologize for any inconvenience this may have caused during your stay.We hope to have the opportunity to welcome you again.Best wishes,Ellen Deboeck, General Manager

8/10 Good

Rosa

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel look nice however when I enter my room I realize it was outdated and some things need to be updated. For the price I paid I was expecting more.
Stayed 1 night in Oct 2023
Response from Ellen Deboeck, General Manager on 23 Oct 2023
Dear Rosa,Thanks for taking the time to review your stay at our hotel.We are glad to hear that you found our service to be excellent. However, we are sorry to learn that you felt the room was outdated. Our hotel opened in 2014, and we have conducted renovations in most of our rooms in 2018. We continuously strive to maintain a balance between modernity and comfort in our rooms, and we appreciate your feedback as it helps us improve our offerings.We understand that the price you paid might have led to higher expectations, and we apologize if we did not meet them during your stay. We assure you that we are committed to providing a high-quality experience for all our guests.We do hope to welcome you back in the future. All the best.Ellen Deboeck, General Manager

2/10 Terrible

Aidan

Stayed 2 nights in Oct 2023
Response from Ellen Deboeck, General Manager on 4 Dec 2023
Dear Aidan,Thank you for taking the time to share your experience at our hotel.We apologize for any inconvenience you may have experienced and would be interested in knowing what we could have done to improve your time with us.We hope to have the opportunity to welcome you back in the future for an even better experience. Warm regards,Ellen Deboeck, General Manager

10/10 Excellent

Terri

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The hotel staff was very helpful and attentive. The room was quite large as was the bathroom. The location was right across from Central station where you could hop on a train and get to Bruges in one hour. The historic area was just behind the hotel. The Oats cafe downstairs was very nice.
Stayed 3 nights in Oct 2023
Response from Ellen Deboeck, General Manager on 20 Oct 2023
Dear Terri,Thanks for this kind review.We are delighted to hear that you found our staff helpful and attentive, and that you enjoyed the spacious room and bathroom. Our prime location near Central Station and the historic area certainly makes it easy for our guests to explore the city and visit nearby attractions like Bruges.It's great to know that you appreciated the Oats cafe downstairs, offering a variety of organic dishes and beverages. We strive to provide a memorable experience for our guests, and we are glad that we were able to meet your expectations.We look forward to welcoming you back on a future visit.Kind regards,Ellen Deboeck, General Manager

10/10 Excellent

EMMANUEL

Liked: Cleanliness, staff & service, property conditions & facilities
Clean and secure
Stayed 1 night in Oct 2023
Response from Ellen Deboeck, General Manager on 17 Oct 2023
Dear Emmanuel,It was a pleasure to receive this kind review of your time with us.We are delighted to hear that you found our hotel clean and secure. Our team works hard to maintain a high standard of cleanliness and safety for all our guests. We appreciate your positive feedback on our service and hotel condition, and we will continue to strive for excellence in providing a comfortable and enjoyable stay for our guests.We look forward to seeing you again on your next visit.Best wishes,Ellen Deboeck, General Manager

10/10 Excellent

Karen

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed here for vacation and it was really great. Location is right across from the main train station and restaurants are nearby. Quiet and safe area too. Their service was great, as we landed early in the morning and they were able to accommodate us to check in earlier. Housekeeping was also very pleasant and friendly when we saw them and it was nice you were able to request cleaning if you put your DND sign out earlier. Their breakfast buffet was also pretty good with many options. Would definitely return again.
Stayed 5 nights in Oct 2023
Response from Ellen Deboeck, General Manager on 25 Oct 2023
Dear Karen, Thank you for taking the time to review your stay.We are thrilled to hear that our prime location near the main train station and restaurants contributed to your enjoyable stay. It's great to know that you found our area to be quiet and safe. We're glad we could accommodate an early check-in for you and that our housekeeping team made a positive impression. Our breakfast buffet is indeed designed to offer a variety of options, and we're happy that you appreciated it.Thank you once again for your kind words, and we look forward to welcoming you back in the future.We look forward to the pleasure of seeing you again in the future. Kind regards,Ellen Deboeck, General Manager

8/10 Good

Fadi

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2023
Response from Ellen Deboeck, General Manager on 16 Oct 2023
Dear Guest,Thank you for sharing your experience.We are pleased that our hotel met your expectations and that your stay with us was a comfortable one. This will encourage the team to continue upholding our high standards.We look forward to welcoming you and your family on your next trip.Best wishes,Ellen Deboeck, General Manager

8/10 Good

Emilia

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
The room was lovely. The shower had great pressure and bathroom was well stocked including bathrobes. The breakfast had many options and was convenient. The staff was polite. However we had a difficult time with checkin and billing. The front desk person was new and did not speak English well. We were charged twice and it had to be corrected and hopefully it was. They also charged us more than what we had agreed when we booked through Expedia which they said is correct but credit card statement is still pending.
Stayed 2 nights in Oct 2023
Response from Ellen Deboeck, General Manager on 12 Oct 2023
Dear Emilia,Thanks for taking the time to review your stay at our hotel.We are delighted to hear that you enjoyed your room and found the bathroom well-stocked with amenities, including bathrobes. It's great to know that our breakfast offerings met your expectations and provided a convenient start to your day.We apologize for the difficulties you encountered during check-in and billing. We understand the importance of clear communication and efficient service, and we are continuously working to improve our staff training. Rest assured, we will address the issue you mentioned to ensure a smoother experience for our future guests. We hope that the billing discrepancies have been resolved to your satisfaction.We hope to see you again.Best regards,Ellen Deboeck, General Manager

4/10 Poor

Priyanka

Stayed 3 nights in Oct 2023
Response from Ellen Deboeck, General Manager on 4 Dec 2023
Dear Priyanka,Thank you for taking the time to share your feedback.We always do our best to ensure that our highly valued members are recognized and well taken care of and we’re sorry to hear that you felt this was not the case. We value all feedback from our guests and we would appreciate more details to help us to ensure we deliver excellent guest experiences.We hope to welcome you again in the future. Best wishes,Ellen Deboeck, General Manager

8/10 Good

Peter

Stayed 2 nights in Oct 2023
Response from Ellen Deboeck, General Manager on 11 Oct 2023
Dear Peter,Thank you for sharing your kind review.We appreciate that you chose to stay with us and are glad to know your experience was enjoyable.We would be delighted to welcome you back on another occasion. All the best,Ellen Deboeck, General Manager