Rated 3.7 out of 5 by 46
Rated 1.0 out of 5.0 by ZzZzzZ7 Not impressed
I travel a lot, both for business and pleasure, and often stay at crown plaza brand hotels.
In my opinion, this hotel does not qualify to be a crowne plaza brand. For many reasons, the most important being the lack of hospitality and the rooms.
The rooms are not at all comparable to other crowne plaza locations, nor is the service. As a platinum member I always book the standard room, knowing that I will get an upgrade and free breakfast. Not at this hotel. When I mentioned it at the reception they told me I could just pay for breakfast for 21 eur pp, while in the booking rate it was 10 eur for up to 2p.
They also gave me a checkout time of 2pm, standard for platinum, but I was locked out of my room at noon, coming from the pool, wearing a bathrobe... Other people from our group were also locked out of their rooms when coming back from the spa area or from the hotel bar.
The receptionists are Dutch and I heard them tell another guest they could not speak French, which is very strange, knowing French is a national language in Belgium and hotels in Belgium should at least speak their country's languages. Some people at the front desk acted as if you bothered them when asking a question.
The rooms were sub par for the Crowne Plaza brand. They looked like a much cheaper brand and were noisy. Moreover the plastic 'eco friendly announcement' attached to the bathroom wall contained a huge spelling mistake.
The hotel is located close to a highway, far from the city center.
One plus: the gym and pool area were nice, but the steam room wasn't working. there was a phone, but without a number to call in case of a problem, so one should get dressed again and go back to the reception area...
Summary of my stay: unprofessional and no clue what hospitality is about. Never again.
06 December 2013
Rated 1.0 out of 5.0 by panache Disappointing
We stayed here in the past and had a lovely experience. Unfortunately, this visit started off poorly and lead to a disappointing stay.
Unwelcoming and unfriendly. Despite having made our reservation 2-months in advance using the hotel website, the reception staff stated that use of the hotel website was unpredictable and that they could not fulfill our request for a DBL room with 2 beds. We were placed in a very small room with one small DBL bed and after much insistence a cot was brought up for one of us to sleep on the first night. We were moved to a DBL room the second night.
Another incident with the same receptionist involved the loss of a pair of boots in the original room. We had accidentally forgotten our boots in the closet. When I asked at reception if any boots had be found in the room she promptly replied, "NO". She did not check for any notes, look in lost and found, or ask co-workers; she just said "NO". About 10 min after returning to our room she telephoned to say that the boots had indeed been found and that we could retrieve them at the reception desk. Proper customer service would have been to initially check lost and found or with other staff members and then to have someone return the boots to our new room.
Upon arrival we were informed that we had not reserved breakfast (which was incorrect, we had reserved breakfast with our room) when we had booked on the Hotel website, so an additional fee of 15 euro per person would be assessed for breakfast.
Parking was 15 euro per day.
The room rate with all of the additional costs came to an additional 45 euro per day.
We dined in the restaurant on the 2nd evening. Two items that were requested were not available and one wine was not available. When the meal was brought to the table it was not what I had ordered and was in fact twice the cost of the meal that I had ordered.
staff training about customers service.
29 November 2013
Rated 3.0 out of 5.0 by nicknamed room ok
Very friendly staff in restaurant Anna, breakfast could be cheaper, although good quality. Bathroom to be renovated
22 November 2013