I arrived late evening, brought to the hotel by my daughter (who was accompanied by our dog) and said (in French) a friendly good evening, and that I had a reservation. The receptionist did not say good evening, but harshly almost threw me out of the hotel (as if I was a begger) saying "Dogs are not allowed here!!! Please go outside!!" My daughter immediately replied, but the dog will not stay, it's only my father that wants to check in! However, the receptionist continued to almost yell at us that we should get out of there right away (my daughter took the dog right away and left the hall). This made me make a remark whether the receptionist now would make my check-in or not. Obviously, although I had given my name, the receptionist had ignored what I had said. So we started all over again. I showed my passport and my credit card. He left, came back with a charge slip of the credit card that stated that the costs of the two nights had been taken as a security, plus € 100 (he did not explain why that mark-up was made). So I took the credit card, put it back into my wallet, and expected the key to be handed out. The receptionist then said, I need to see your credit card. I said that I had just given it to him, that they made a security charge, and what he would need the card for again? He said he needed to check whether the number was the same (well, the full number was not even visible on the security receipt...). No explanation was given as to where to find my room, where breakfast would be served, or what other service the hotel might offer...well, I'm a grown-up traveller and will find the room, but this behavior really made me want to leave the hotel right away and take something else...
The room (allegedly an upgrade from "superior" to "executive" was a normal room. No WiFi in the room, you have to go to some of the common areas.
Breakfast is normal, nothing special but not bad. Juices are not fresh, but ordinary Minute Maid style juices.
I did not try the restaurant (though I had eaten there during conferences previously), so I cannot comment.
Overall, this hotel fell to the bottom of my list of hotels in Brussels due to this unacceptable and utmost unfriendly behavior of the receptionist. Had he said, "Good evening and welcome to the Le Chatelain! Sir, may I say that we do not appreciate dogs in our reception hall?", that would have been professional. But that is not what this hotel aims to be.
Take a room to the rear of the hotel - avoid a room facing the street.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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We really would like to thank you for giving us a very detailed and precise feedback about your stay at Le Châtelain Boutique Hotel.
We are sorry to hear that you received such a cold greeting and therefore didn’t felt welcome at all. Generally, our hotel is rather known for its warm welcome as well as for the courtesy and politeness of our receptionists. We wish you could have received this level of service as well.
We also regret that you were not convinced by the size of the room, which is frequently considered as very large and satisfying by our customers. Moreover, as you mentioned you had in fact an upgrade from a 22 square meters Superior room to a 32 square meters Executive room, logically supposed to be much bigger.
We sincerely regret that you were so disappointed by your stay and that we were not able to deliver a service quality meeting your expectations.
Be sure that all your useful comments will be taken into account so that further actions can be undertaken. I can assure you that we will do all the necessary to improve the satisfaction of our guests.
Regarding the Reception issue, I will personally take care of this and inform all the concerned employees and measures will be set so that such situation never happen again.
Despite you disappointment, we hope that, during a next stay at Le Châtelain Boutique Hotel, you will give us a chance to prove you that we are able to deliver a much better service than the one you unfortunately received. .
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.