The actual hotel is quite beautiful, and in an excellent location in the heart of Amsterdam, just off Leidesplein. It is directly next door to the concert hall/theatre, and about 10 mins walk from the museum quarter, about 15 mins walk from the Bloenmarkt (floating flower markets). The rooms are tastefully decorated in an art deco/nouveau style, and the usual amenities: mini bar, electronic safe, tea/coffee making facilities, shower gel, shampoo. No dressing gown, slippers or iron though. Tv has good selection of channels for English speakers; BBC1, BBC2, Animal Planet, MTV, CNN. Our room 119, had a nice walk out balcony with chairs, that overlooked the fountains outside- was a little noisy at night. There are computers available on the mezzanine floor with internet access free of charge and phone chargers for most makes on the desks. And that's about all I can say positive about this hotel as we had a terrible stay....
My partner and I booked a 2 night stay at this hotel through lastminute.com after searching through hundreds of hotels in Amsterdam looking for one that was wheelchair accessible- my partner is disabled. This hotel lists itself as having wheelchair accessible rooms on both it's own website and with lastminute.com. We thoroughly checked this before booking so felt confident to go ahead and book. In the special requests box we requested a wheelchair accessible room, and explained that my partner was wheelchair bound. Upon arriving in Amsterdam, we were horrified to find that the hotel DID NOT have a wheelchair accessible entrance. We were faced with a flight of stairs to the main entrance. I went in and checked at reception for the wheelchair entrance and was informed that the hotel was not wheelchair accessible. I explained to the receptionist-Martha (who was actually very helpful) that we had booked a wheelchair accessible room. She informed me that they do have wheelchair accessible rooms but the hotel is not wheelchair accessible!!! Totally crazy!
After much frantic calling to various people in the hotel she arranged for the concierge and a member of the bar staff, to bring my partner in through the bar entrance and then they would carry my partner up the smaller flight of stairs in the bar! I'm sure anyone reading this can imagine how humiliating this was for my partner. This was to be the plan for our entire stay at the hotel. Upset and tired from traveling, we reluctantly agreed as it seemed we had no other option. We went out and enjoyed the day in Amsterdam, and returned to the hotel. It took the staff 15minutes to let us in through the bar, and that only happened because I banged on the door!
We called lastminute immediately to complain, and try to get moved to a more appropriate accommodation. Lastminute contacted the hotel manager to try and get us moved, but he refused to refund our money, so we were forced to stay for the 2 nights. Very inconsiderate, and selfish attitude. I can't believe they wouldn't let us cancel our stay and move to an accessible hotel.
Later that evening we ate in the restaurant, as we were reluctant to tackle the whole entrance saga thing again. Surprise, surprise no wheelchair access! In order to access the restaurant we had to report to reception, and someone would then take us in the lift to the service entrance.
In the restaurant, the service was appalling. We were sat at the table for 10minutes with no menu, and no drinks. We had to catch a member of the restaurant team and ask them to bring us menus and order drinks. We found the menu had little choice and was really quite pricey: starters approx 16 euros, main course from approx 20 euros. We opted for the 2 course set menu option. My partner went for the fish option and I went for the Roasted Poussin- what a mistake! When it arrived, i cut it open and the centre appeared raw, so I poked a finger in, and it came out with blood on it!. I tried a couple of times to catch a member of staff but had no luck. I decided to not eat it and let the waitress know when she came to clear the plates. When I informed her that it was undercooked, her response was 'that it's meant to be that way'!!!! Obviously not heard of salmonella in Amsterdam. Total bill was 67 euros for 2 courses with 3 glasses of wine, and I had barely touched the main course.
Then we attempted to get back to our room on the 1st floor, and yes you guessed it- another saga. The restaurant manager took us to the service lift and sent us up to the 1st floor. When we stepped out of the lift we were faced with a flight of stairs! It was not accessible straight from the restaurant.
The next night we decided to eat in the bar. Better choice of menu, and nice surroundings. Walls are covered in photos of celebrity visitors to the hotel so quite a nice talking point. In addition to my partner as company, we also had mice! Yes mice. Whilst sat in the bar we watched mice wander into the main area and then scurry back into what looked like a store cupboard. Luckily they don't bother me but if you are not partial to the furry kind then you might want to give the bar a miss, as when another resident reported it to the bar staff, he told her 'yes we do have problem with mice, I will try and catch it if it comes out again' .!!
We hated every minute of staying in this hotel, and the hotel manager did not so much as offer us a complimentary meal or any discount off our final bill, for the humiliation and inconvenience we faced during our stay. Would never stay here again, and would certainly not recommend it.
Needless to say, Eden Hotel group will be receiving a letter from me!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your time and effort to put your comments on Tripadvisor. The reason that we have not replied before is that we only received your comments through Lastminute.com on 31 October 2011 and were investigating where it went wrong. We are very sorry for your bad experience in our hotel. We can well imagine it must have been extremely uncomfortable for your partner to say the least.
Report response as inappropriate
After making our investigations we can comment as follows: On the notification from lastminute.com (their advice on your reservation) it mentions in the special requirements of the booking:
"Wheelchair Accessible room required as wheelchair user". We have indeed reserved the disabled room for you. Many guests often book this room type but these guests are usually still in the position to walk a little bit. Therefore we do have a disabled room available but we are not wheelchair accessible.
Please be informed that this is the first time we have received such a complaint and please be assured we feel quite disturbed about it. We were in the assumption that the websites do mention that we have such a room available with addition information that our hotel has many stairs. We are once again truly sorry that we fell short in providing the services you expected.
Please be assured we have requested our e-commerce manager to double check all websites and remove any information informing guests that we are a suitable hotel for persons in a wheelchair.
I am very sorry to read about the terrible service you and your partner received in our restaurant. This is absolutely unacceptable, and I wish to apologise for our lack of compassion. Please be informed that I have spoken to the Food & Beverage Manager to prevent this form happening again. However, I disagree with regards to the menu prices you mentioned, we serve starters as from € 8.75 and main courses as from € 16.50. Our special theatre menu is a two course menu at € 27.50 per person.
I hereby would like to inform you that we were very surprised and shocked as well that there was a mouse in the bar, and also for the reaction you received from our bar staff. Please be informed that we, in the meanwhile, have contacted a specialised company to prevent this in the future. Please accept my sincere apologies for this. I can confirm that we comply with all the Health & Hygiene Regulations and Standards in the Netherlands.
Again we are very sorry that your stay at our hotel did not meet your expectations and we sincerely apologise for this.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.