I checked in to the hotel and was immediately contacted by a manager who informed me that, due to undefined “technical issues” I had to be rebooked to another property located outside the Brussels city centre. I later discovered that access to this alternative accommodation was limited, with train services running only until approximately 20:30, which caused additional inconvenience when I attempted to reach the hotel in the evening. Although the proposed relocation initially appeared acceptable, I ultimately incurred unexpected costs, amounting to nearly half the value of my original booking, for private transportation to the replacement hotel. When I raised the issue of reimbursement, the manager made me feel as though requesting compensation was unreasonable, but he confirmed that the refund would be provided. Since then, the manager has failed to issue the agreed reimbursement and appears to be intentionally delaying the process. This behaviour is extremely disappointing and reflects a customer-unfriendly approach that should not be associated with any hotel. I am prepared to pursue the appropriate legal and consumer-protection avenues to recover the amount owed, but I also wish to formally report my experience in case this pattern of conduct is recurring.
I checked in to the hotel and was immediately contacted by a manager who informed me that, due to undefined “technical issues” I had to be rebooked to another property located outside the Brussels city centre. I later discovered that access to this alternative accommodation was limited, with train services running only until approximately 20:30, which caused additional inconvenience when I attempted to reach the hotel in the evening. Although the proposed relocation initially appeared acceptable, I ultimately incurred unexpected costs, amounting to nearly half the value of my original booking, for private transportation to the replacement hotel. When I raised the issue of reimbursement, the manager made me feel as though requesting compensation was unreasonable, but he confirmed that the refund would be provided. Since then, the manager has failed to issue the agreed reimbursement and appears to be intentionally delaying the process. This behaviour is extremely disappointing and reflects a customer-unfriendly approach that should not be associated with any hotel. I am prepared to pursue the appropriate legal and consumer-protection avenues to recover the amount owed, but I also wish to formally report my experience in case this pattern of conduct is recurring.
