Not customer service oriented, rooms ok

1   Not Recommended

Room 607 , Deluxe Twin
September 2, 2020 by
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Room 607

Deluxe Twin

Liked:
Location
Service
Food
Amenities
Room

Stats
Room
Deluxe Twin

I was initially planning to stay at the HGI Brussels, but due to the hotel still being closed and they cancelled my reservation, there was no other reasonable priced option for the short one night stay before my flight early next morning.  In the end went for this property as it was close to the airport, priced reasonably and added bonus the latest Bonvoy points promo.  This is maybe my 3rd or 4th time staying at this property (with last stay maybe 3 years ago - have not been much to Brussels area).  Furthermore, I don't really like staying at Courtyards due to their lack of elite benefits - so it's always the last option on my list (even co

Location

The property is located close to a residential area, with a couple of shops and a Carrefour supermarket (and their restaurant).  Although I did not use it, but from previous stays, there is a tram stop not too far away which does bring you into the city centre.  I believe this hotel would normally be also used by Nato visiting officials as the property is quite close to that Nato HQ.  There are also several other major multinationals in the area.   For those with a car, the hotel has it's own parking facilities (although as usual on the expensive side) but there is also quite a number of street parking available (payable). 

Check In

I did do an online check-in and I was quite happy to see that the hotel offered a digital key (or in Marriott's term - Magic Key).  However to my disappointment, I did not get the digital key as they requested me to pass by the desk for identification.  I found this rather odd as the key is only available for a personal Bonvoy app holder - so unless your account is comprimised, why would I need to ID again at the front desk.  Therefore I suspect that it is either not yet ready at the property and they are just pretending to offer it.  

I arrived rather late at the property, after 10 pm and the whole area of the hotel (exterior and interior) was like a ghost town, there was maybe just 2-3 persons in the lawn area of the hotel (and not hotel guests).  The front desk was initially empty of any associates, but after entering the property someone did come out from the office.  As I entered the hotel, there was a sign requesting to wear a face mask - however as I was entering with bags and was about to settle them down in order to get my face mask, the associate shouted to me that I needed to wear a face mask - which I thought was an over-reaction since there was no one in the dimly lit lobby area and they had their plastic separation and I was not even close to the front desk yet.  Assuming that they would speak Dutch, I just started off in Dutch to check-in, but did not get any reaction, so switched to French, again no reaction, and in the end only she responded English only.  Don't understand why she did not just already establish this in the beginning instead of making me wasting my time.   

What happened next really amazed me, I had booked a rate with breakfast included and since I already knew that I would leave early the next day before breakfast would start, I asked if there was a possibility to have a packed breakfast box to take away.  Initially (again) I was given a totally unrelated response that I could grab some items from the Market shop - which she also added, but that it'll only be water and nothing substancial.  I was like why did you even propose this.  I again repeated my request and this time I was informed that I would have to pay 10 Euros per person (so in my case 20 euros for 2), I thought initially she did not notice my rate was including breakfast, so I reminded her that my rate was including breakfast, which she still responded irrespective of the rate, the breakfast box would cost 10 Euros per box.  I was left speechless and even verified again and it was affirmative.  I declined it and just left.  For my elite arrival gift, I just went for the points.  

 

 

Room

I had booked a basic twin room and was upgraded to a deluxe twin (was hoping to get the twin room with 2 double beds).  I guess the only difference of the deluxe room was a bottle of water and a Nespresso machine.  Other than that, the room was of a good size.  There was also a small sitting area in the room.  Other than that, it was the standard room.

Since it was a hot day, I was glad that the room temperature kept cool and the climate control was not too noisy.  Internet speed was stable and sufficieint.  Did not switch on the TV but I suspect it would be usual mix of local and international channels.  Also one good aspect was that they did not remove the tea/coffee making items, which is a plus point.  

The bathroom size was also good with a bathtub.  Water pressure and temperature was good.  

In general, I had a good (short) sleep with no noise disturbance from internal nor external sources.

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Overall

All in all, the location and the room was ok - provided what I needed.  However the service and bahaviour of the check-in staff was such a let down and even shocking.  During check-out (I believe it was the night shift crew), when asked about my stay, I did indicate the issue I had about the breakfast box and they too seemed surprised about it and did try to do a service recovery (quite insisted that I get something from the Market place), but I declined since there really nothing useful for me to grab from there and was on my way to the airport with some delay.  I had asked for the GM's email but they did not have the name card, only provided a generic email and promised to forward it to the GM.  I did initially also leave this feedback when I received the feedback form, and initially received a textbook answer on it, but I did find the email of the GM and emailed him on this (but seems he is currently on holidays).  Anyway, in the end, I settled the issue with the hotel.  In my books, if it is true that this is the policy of the hotel on the breakfast boxes I find this totally penny pinching - especially for a box of carbs and sugary drinks provided.  Even if I had selected the 10 Euro elite gift, to use it for such a box would be ridiculous when at that airport I would be getting better quality food for such a price.  

On the other hand, after this experience, it does affirm my choice of staying at Courtyard properties - except maybe in Asia where service levels are so much better and much better elite recognition.  

Leaving readers with a picture to ponder on from this property.

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