When we arrived, we were told we selected the basement room, which we had not, with the window to the street at the foot of the stairs going to the hotel entrance and things went down hill from there. No AC was a big mistake on our part because we couldn't open the window to get a breeze without the bar, truck, yelling noises. The stairs to the basement are really bad because they are steep, without having drinks at dinner. The hotel staff is not there early in the morning or later in the evening and has little guidance on places to eat. The crowning blow was the sewage malfunction on our last night at 11:00Pm . After 90 minutes of plunging and banging, no correction was possible. The floor was flooded with sewage for a while until it was mopped up. We could not stay there as we were told the hotel was full. The manager tried to blame us for the problem by pointing out the sign on the wall about not putting foreign stuff in the toilet. Actually, the sewage lift pump failed and they didm;t have a replacement. They did put us in a close hotel for the next 5 hours when we happily left Amsterdam on out flight out. DO NOT STAY HERE under any circumstances.
I doubt there is a good room in the house and many rooms are in a adjacent building with bad interio...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Family Miller, I would like to take this opportunity to reply to your review, as our version of this inconvenience is a bit different. You write: “When we arrived, we were told we selected the basement room, which we had not, with the window to the street at the foot of the stairs going to the hotel entrance and things went down hill from there”.
Report response as inappropriate
This is a copy of your reservation, made on an external booking site for a Souterain Suite ( Souterain is always downstairs) , which makes clear you received the room you reserved:
Kamertype Suite met 1 Slaapkamer - Souterrain
Aantal personen 2
Aantal nachten 4
Which means you should have known that the room is downstairs, and I want to point out its a beautiful room, as you can see many positive reviews written earlier by happy guest in this fabulous suite. The suite is almost 50M2, has a separate bedroom, large bathroom and living room, as well amenities like docking system, Two TV’s and a Nespresso Coffee maker.
The stairs are indeed steep, WHICH IS ON EVERY WEBSITE WRITTEN IN CAPITAL LETTERS, but all our guest are getting quickly used to this and even after many drinks there never fell a guest down the stairs, most guest tell us they seems to get easier after a few drinks…..
Our staff is known for the high standard off service, this is one point we always score very high in reviews, and the reception is open from 8 AM till 10 PM, during this hours they always are there to give any advice you may need. ( After this hours guest can always call the reception for assistants)
Than the real problem, the “crowning blow” as you describe it was the sewage malfunction of the toilet, you almost describe it as we wanted this to happen to you! As the Souterain Suite is in the Souterain all the water need to be pumped up to the level of the main floor drains, all toilets, showers and taps in the Souterain ( and all over Amsterdam) are working on engines which pump up the water, ( clearly nothing else than what comes out of a human should be dropped in the toilets etc). I didn’t say that you had dropped anything in, I explained to you that probably a guest dropped something in what should not be in there) and during your last evening this pump broke and couldn’t be fixed (next day has been changed for a new one) Me the Manager came from home within 45 minutes to check on the situation and directly offered you to stay the night for free and take shower in your children’s room ( You had two rooms in the hotel during your stay) ( remember your taxi was ordered for 6 AM, within 6 hours from the problem) or to book you another room in our neighbour NH Hotel, 4 star and a Junior Suite, for a price way higher than you paid with us. You chose to move to the other hotel and we paid everything for you.
I of course do understand you wanted to write this situation in a review, however I want to make clear that this situation was also a big inconvenience for the hotel, and if this situation could have been avoided we would defiantly have done that, unfortunally some situations happens always on the wrong moments, and all we can do is to resolve it on the best possible way, and that’s what we did.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.