Reserved "the" orangerie supposedly with corner windows that get glorious south and west evening light. But when we got to the hotel we discovered that the room shown on the Expedia site was not the one allotted to us. Instead we got "the other" orangerie without any west facing windows & no amount of arguing that that was not what we were paying for would sway the management. Pretty poor- they gave us a glass of orange juice as compensation! Very disappointing!
Comment from Hotel Management
Jan 3, 2015 by Carin Agricola, Hotel Management
Dear Mrs Sweeney,
As discussed during your stay we are sorry that you are disappointed about your Orangerie Suite and the way your complaint has been treated. Indeed Orangerie Suite 401 on the photo has one west facing window more than your Orangerie suite. But futher this suite is identical in size, interior, the terrace facing Castle’s moat and our golf course as well as the amenities in suite 403 were you stayed. Suite 403 in which you stayed has 7 metres of window with a height of 4 metres.
In a 17th century Manor House as we are, no room or suite is the same. Every room has it’s own atmosphere and style. But also every room has a different view. Some face the gardens or the castle’s moat and others face the castle’s square. We believe the individuality of the rooms with it’s own charm make a stay at Kasteel Engelenburg very special.
As mentioned in the conditions of Expedia: The photos on the Expedia website are an impression of the hotel and do not give a guarantee to your reservation.
Obviously the most important is to make the stay of our guests enjoyable. Our staff has offered you a glass of champagne to enjoy on your private terrace and but you preferred a glass of Orange Juice. I have spoken to you during check out and do understand from your review that you did expect a financial compensation. To be honest I believe we have provided a suite as we promised and what discount should be reasonable for 4 in stead of 3 huge windows in the suite?
Owner and General Manager