No customer orientation in unepected circumstances
I have stayed in this hotel several times without any significant disturbance. The missing customer orientation during my current stay however made me decide to choose an alternative the next time I’m in Brussels. I had a noise problem, which was not easy to locate, but seemed to come from the room. It occurred several times overnight and I notified personnel twice. The personnel in charge was not willing and able to look into this. Finally, they came up with an alternative story that the problem rather came from outside, however also not doing anything to locating this, calling the police etc. Interestingly enough, every succeeding employee I talked to, even though they were not in charge and in the hotel nor had they checked my room, took up the story from the external noise (that only I heard!). On top, personnel refused another room stating they were fully booked. I happen to know some hotel personnel elsewhere and was assured that such category of hotels should always plan on dealing with emergencies of guests. By not looking into this properly, not providing any help and refusing to compensate for the lack of my sleep in any appropriate manner, the hotel failed completely in my view, first by not offering appropriate accommodation and second, by not making the customer feel taken seriously.
I can sort of understand such a behaviour in a youth hostel environment but certainly not in a hotel, which classifies itself as four stars or more. I was promised at checkout that the manager in charge would be in contact, needless to say, he was not. This has been a truly been one of the most disappointing (while expensive) hotel stays I have had in a long time. Good to know that nearby competition is available.