We booked via an online travel agent - Five Star Alliance - to stay at the Hotel de Orangerie from Thursday 25th of October to Sunday 28th of October 2012. Our stay was a total disaster.
As I had received no confirmation at all from either agent or hotel, I rang before leaving on the Thursday afternoon to confirm that we were staying at the hotel for the weekend. I was reassured when the receptionist said she had found our reservation.
My partner was therefore astonished to be told after breakfast on the Saturday morning that we had to check out immediately as the hotel had our stay as being for 2 nights, not 3. My argument, that I had not only booked for 3 nights but also confirmed my reservation directly was not accepted.
If you read some of the criticisms of this hotel, you will repeatedly find the word 'attitude' used. Unfortunately, I also found this to be the case; there was no ownership of the problem by the hotel staff. It was suggested that 'my' travel agent had made a mistake, and there had subsequently been a 'miscommunication' with the receptionist, for which I was apparently responsible. We were offered 'free' breakfasts by way of compensation, which I refused.
We were told that as the hotel was fully booked for that night, they could only offer us accommodation elsewhere - at The PAND Hotel across the canal. We were left upset, angry, and humiliated as our luggage was wheeled out of the Hotel de Orangerie and down the street.
Despite having to pay an even more expensive room rate (€378.90), our room at The PAND Hotel (Room 107) had no view other than the back of another house. Our room at the Hotel de Orangerie (Room 108) had looked out over the canal. I also found the salons a little bland and certainly would not have chosen to stay there.
I subsequently wrote to the Hotel de Orangerie and received a hugely disappointing response from the manager; although one in keeping with the attitude we encountered during our stay. If you read some of her replies to other negative reviews on this site you will get the idea; she is sorry you feel that way but nothing is ever their fault. There was no apology. Most of her reply seemed designed to annoy and irritate even further.
It's a great shame, as the location is excellent and the hotel charming. I should also put in a good word for the chambermaid, who was extremely sympathetic towards my partner whilst we were having to vacate the room.
- Official Description (provided by the hotel):
- De Orangerie Hotel is located right on the most picturesque canal of medieval Bruges in the very heart of the city centre. This small XV century monastery of the Sisters Karthuizerinnen has been converted into a wonderful "boutique hotel", furnished with exclusive fabrics (Braquenié, Pierre Frey, Bennison, Ralph Lauren), antiques, and objets d'art.All of the 20 graciously proportioned bedrooms have been individually decorated with antiques, and offer all the modern comfort that the discerning traveller expects. In the elegant lounge along the canal, guests can relax by the open fire, in comfortable sofas while going through the available art books and international magazines, and enjoying a drink which is served round the clock. The winter garden lounge with its views on the “trompe l’oeil” Italian gardens is a haven of rest and tranquillity in fresh white and light-greyish colours. It is recommended to enjoy the typical English “Afternoon Tea” or an aperitif either on the waterfront terrace or in the cozy lounge. ... more less
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- Also Known As:
- Martins Orangerie Bruges
- Martins Orangerie Hotel Bruges