The hotel has a truly excellent location just off the Grand Place. We took a train in from the airport and it was a 5 minute walk from the station. The staff were quite friendly. I had booked a suite and was offered the Royal Suite (what we would call the Presidential suite) for an upcharge. I was paying about 569E for the suite and was told by the manager that he could give me a "very special offer" of the Royal suite for only 1000E per night. The manager said the normal price is 5,000 per night. When I went to check out, the hotel attempted to charge me the 569E PLUS 1000 per night for the suite. When I complained, I was told by the clerk that "this is what the upcharge always is". So, if that is true, then I should have booked the cheapest room as no matter what you are paying they try to upcharge you by a 1000 per night. Obviously, 1000E is the real price when the suite is not booked, not 5,000. Ultimately, the hotel manager who had made me the offer, agreed to charge the 1000E per night that I was quoted as the total charge. So, be very careful if you are made such an offer as to what the actual charge will be. As for the hotel itself, the Royal Suite was very nice. Comparable in size to the Presidential suite at the Montage in Beverly Hills. You have an entry way with a nice statue, a large living room, a work area with a desk, a large dining room, a kitchen, a very large terrace overlooking the back of the Grand Place, a nicely tiled bathroom with separate tub, shower room, toilet room and double sinks and a large bedroom. The bed was very hard and hard on my back. The pillows were nothing special. Although the hard liquor was free we don't drink. The full size frig served as a minibar with the standard outrageous pricing on all items. The breakfast buffet was good. Compared to Italian restaurants in our home city, the Italian restaurant was very average. The concierge staff was helpful.
Try a room looking out at the Grand Place- however you will be looking at the back side
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you very much for your review.
While I know that the situation regarding the additional fee to access our Royal Suite has been resolved, I naturally regret that our communication lacked clarity at the time of your arrival leading to a misunderstanding. Please accept our sincere apologies for this incident.
On a broader scope, I wish to inform you that the additional fee to experience a higher room category changes according to the original room type’s rate. This special offer is only available at the time of check-in, is subject to availability and will always reflect an attractive discount in comparison to the purchase cost at time of booking.
Nonetheless, my colleagues and I trust you had an enjoyable stay with us and look forward to welcoming you back.
Director of Rooms
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.