Rude front desk staff
Posted Nov 29, 2016
I booked 2 nights, but stayed one night on '23 Nov 16' due to a travel change. I made room booking as "reserve now, pay later" option which allows such changes without paying the second night. The front desk lady she said they need to charge two nights, we couldn't agree, then the supervisor came over and repeated the same that they would charge two days even though I stayed one day because of Expedia booking. I objected politely that my reservation type and room was a refundable, cancellable room type, etc. We couldn't agree with the supervisor, I said that I would post a negative review on this, and he said this is blackmailing and unnecessarily raised his voice in front of other guests.
Strangely enough they charged one night only. Rooms are great, location is good, but avoid having a dispute with front desk if you don't want to leave the hotel with a sour taste.
Comment from Hotel Management
Dec 19, 2016 by Digital Marketing Manager, Hotel Management
Many thanks for having taken the time to review your stay. It's a pity that the experience didn't live up to your expectations and we sincerely apologize for the inconveniences you encountered. I will not hesitate to pass this to the concerned departments so they can follow up on this.
Customer satisfaction is extremely important to us so we highly regret not having you given that correct help. We hope this didn't overshadow your stay as we would love to welcome you again to offer you a better experience.
In the hopes of hearing from you soon, the entire The Hotel team and myself wish you a great day.
Digital Marketing Manager
The Hotel. Brussels