Spent three nights here in August 2012. The hotel is beautifully located in the center of the old town. The room was large and comfortable with a great view of the canals. The bathroom was large, modern with both bath tub and separate shower stall. The concierge was great assisting with restaurant suggestions and setting up private tours. On the downside, we had no turn down service the first two nights, only on the last night. No explanation of why there was no down turn service on the previous two nights. Also the hotel restaurant was a great disappointment. We arrived each morning at 7:00 a.m., the time that the breakfast room opens. And each morning they were still setting up the buffet. The one server, each morning, looked annoyed that we were there. And of course we got very slow service (how dare we arrive when they first open). Funny, we ordered full breakfast, not his buffet and it took 25 minutes to get breakfast serviced. For two days, we were the only customers so it couldn't be the "crowds". One afternoon we sat in the bar area to have a drink. The two server/bartenders were chatting away and totally ignored us til I went up to the bar to request drinks. These people also had the attitude that we were inconveniencing them and we waited another five minutes before we got our drinks and there were no other customers at the bar or in the lounge area. Usually we don't tolerate such lousy service but for some reason found these employees amusing. So self important and more interested in not presenting customer service, we thought this was a unique Dutch work ethic. We were given a free dinner at the hotel with our reservation so although we didn't like our breakfast experience we thought dinner would be different. And we were wrong. We make 7:30 p.m. dinner reservations. We arrived at 7:30 p.m. to an empty dinning room. The server was trying to take us to the outside cafe. It was warm and muggy, we asked to sit inside with the air-conditioning. And we waited. 20 minutes to get a drink, food order was taken after another 1/2 hr. & the food started to arrive 1 1/2 after we arrived. At 9:00 p.m. the dinning room was still empty. Not one person come into the dinning room the whole time we were there. Our server stated that when it wasn't raining everyone wanted to sit outside and the staff was busy with the outside crowd. I went outside to find eight people sitting there. I guess this is considered a crowd at this hotel. Finally we were leaving, and for the life of us, we can not remember what we ate but were presented with a bill for 190 euros! Except for the 2 drinks ordered I told the server that the meal was free as part of our reservation. The front desk even made the reservation for us. No he said. He got his manager, no he said. The manager got the front desk, again no. And that clerk got her night manager, she said no. I went up to our room and got the hotel welcoming letter with the free dinner listed as one of our extras. The letter stated that to take advantage of the complimentary dinner the front desk must be told and the front take must make the reservation so we get the proper complimentary charge. The night manager said that was a mistake and the front desk clerk should not have given me that letter and should not have make the reservation. She stated that the free dinner is not offered during the summer and we were responsible for the total bill. We were now at the front desk at 10:00 p.m. and she was adamant that she was correct. Some executive of the hotel was leaving the back area and asked what was wrong. This executive spent five minutes on the computer and apologized for the confusion stating that there was a computer glitch and the dinner was complementary. She stated that we didn't need to pay for our two drinks as her apology for this confusion. It was now 10:40 p.m. What a unnecessary waste of our time. And to think that we saw no staff during our dinner but our server and when they thought we weren't paying for our meal, four (4) employees appeared, almost yelling that we were wrong and must pay. I must say that the executive seems very embarrassed about the whole situation. It was our last night in Amsterdam, shocked to be treated so shabbily and really thought we were on Candid Camera because the dinner, service and staff attitudes were over the top lousy. And guess what? As we were checking out, our bill is presented to us for final approval and the total 190 euro bill from the previous night is on the bill. And the front desk knows nothing about the previous night. I stand there for 45 minutes until they get it resolved. Unbeknownst to me, our luggage had already been put in taxi and it sat there for the 45 minutes. After many phone calls the 190 euros was removed from the bill and I left. To add insult to injury, the taxi driver started the meter when the luggage was put into the taxi by the bellman. I had to pay the additional 45 minutes charged. This experience is what I remember of my stay in Amsterdam. A totally incompetent staff (except the concierge) with absolutely no concept of customer service. I can not understand the five star rating this hotel is getting from others. The location good, the room good but I must have gotten the temporary staff as the excellent staff the other reviewers met were on vacation.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you very much for having taken the time to give us your in depth feedback with regards to your recent stay at De L'Europe. Through feedback like yours we can continuously monitor and improve our services and facilities.
Please accept my most sincere apologies for the fact that you did not get to enjoy the level of service De L'Europe is known for and likes to pride itself with.
You have raised some very valid points which are inexcusable and will be addressed immediately with the relevant departments to ensure they will not get repeated.
I will very much appreciate it if you were to get in touch with myself directly via email on email@example.com in order for us to look at an opportunity to turn things around.
Lastly I would like to thank you for your compliments on the hotel room itself, the location and our Concierge. I will ensure your kind words will be passed on and look forward to hearing from you!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.