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“Lack of customer service.” 1 of 5 stars
Review of Montovani Hotel

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Montovani Hotel
2.0 of 5 Hotel   |   Schouwvegersstraat 11, Bruges 8000, Belgium   |  
Hotel amenities
Ranked #83 of 101 Hotels in Bruges
1 review
1 helpful vote 1 helpful vote
“Lack of customer service.”
1 of 5 stars Reviewed May 26, 2014

We booked a room at Hotel Montovani and indicated on our booking that we would be arriving late. We have done this at many hotels and have been contacted about a pin number to get in (if one was needed). We arrived that Friday night and were locked out. In the end we were forced to find another hotel at a much higher rate in the middle of the night. The next morning when we went to the hotel we were told that a pin number was sent to our email. There was in fact an email which had gone directly to spam. The email asked for us to contact the hotel to confirm that we had received it. The hotel did not bother to follow up when they did not hear from us. They then refused to give us our first nights payment back. They said it was our fault for not checking our spam. The hotel could have tried to call us or could have contacted the company we booked through when they did not hear from us. I was absolutely shocked at the lack of customer service. Even the internet company we booked through emailed the hotel to help us get our money back and Hotel Montovani refused! Had the hotel followed through with their job this entire issue could have been avoided. Unfortunately, we were forced to stay in the hotel the second night as we could not find another hotel in the area that was not booked.
Other issues included:
-Occasional smells of sewage in the rooms and in the breakfast area
-Wifi that does not work
-Poor reception hours (when there was someone working the morning we stayed there was an alarm going off for well over an hour in an adjacent room and the man working did not bother to find out whose it was or if it could be stopped).
The ONLY positive of this hotel is that rooms are a good size for 5 people.

  • Stayed May 2014, traveled with friends
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
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81 reviews from our community

Traveler rating
    15
    27
    22
    12
    5
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19
28
8
2
Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (9)
Date | Rating
  • Dutch first
  • English first
  • French first
  • Italian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Turkish first
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English first
Bedford, United Kingdom
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed May 7, 2014

As we got lost and were an hour and a half late, Vicky (the manager) had stayed behind to wait for us. Her and her staff were very pleasant and helped us out a great deal. .... Perfectly located down a quiet back street and a great place to explore Bruges from. Building was old and creeky but that just added to the ambience :-) .... Free parking 2 streets away was very handy.... Totally recommend.

  • Stayed May 2014, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Birmingham, United Kingdom
Contributor
18 reviews 18 reviews
13 hotel reviews
Reviews in 16 cities Reviews in 16 cities
19 helpful votes 19 helpful votes
4 of 5 stars Reviewed April 22, 2014

I stayed here for Easter weekend with my brother, on a city break to Bruges. We found the hotel really easily (it's about a 15-20 minute walk from the train station) and were able to check into our room straight away.
The room was nicer than I expected for a 2* hotel, with a lovely shower room and separate WC. We had a twin bed room and the beds were fine for a three night stay. The owner is really friendly and gave us a map on check-in, pointing out where to go for dinner and where some of the cheaper restaurants are.
Breakfast is a bit limited (bread, ham, cheese and some cereal) but surrounded by all the amazing waffle shops and chocolateries of Bruges, we didn't really need a large breakfast anyway!
My only complaints are that the wifi didn't work in the hotel, and as we were on the ground floor, we were woken up early by the creaky floorboards above. I think both of these issues have been raised by other reviewers previously.
The hotel itself is only a 10 minute walk from the main shopping square which we didn't find a problem at all. Overall I think this hotel offers great value in Bruges and I wouldn't hesitate to recommend it for anyone looking for a budget hotel for a short break.

  • Stayed April 2014, traveled with family
    • 5 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Uk
1 review
4 of 5 stars Reviewed April 16, 2014

We stayed for one night at this great little hotel with our children (8&5). The staff were all incredibly friendly and helpful. The room was basic but clean and the breakfast was good. The location was great for us, close to free parking, close to a great playground in the park and it only took about 15 mins to walk to the main square. Some people may wish to stay closer to the centre but for a budget option we thought this was great.

  • Stayed April 2014, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with BudgetPlaces

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Beaconsfield
Senior Reviewer
7 reviews 7 reviews
7 hotel reviews
Reviews in 6 cities Reviews in 6 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed March 16, 2014

We have been to Bruges on many occasions and have stayed at the Montovani over the last 8 years after a really bad experience at another hotel. We are so glad we discovered it! The hotel is a short walk from the city centre and all the main attractions of Bruges. It is in a side street, close to a park and free parking.(Just ask if you are unsure where). Vicky, the owner of the business, does not live on the premises, but if you arrive late, you will be given the combination lock number to the front door. Vicky is very welcoming and knowledgeable and has many returning guests.! All rooms are clean and comfortable with en-suite facilities.(Do not expect a teas-made as these are seldom found in Bruges.) Breakfast is served between 8-30 and 10am and is more than adequate with delicious fresh rolls and coffee, plus the usual selection of cheese, ham, cereals, etc. This is an excellent budget hotel and comes highly recommended.

Room Tip: Rooms at the back of the hotel are the quietest
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  • Stayed March 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Calne
Contributor
15 reviews 15 reviews
7 hotel reviews
Reviews in 8 cities Reviews in 8 cities
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed December 29, 2013

Stayed here for one night in Dec, very convenient location to walk into the centre of Bruges.
Very quiet location. parking nearby at no charge.
Receptionist was very welcoming and made us feel at home straight away.
Rooms were adequate and very clean.
Bathroom fine with good shower
Breakfast was adequate and taken in the garden room which was very nice setting.
Would stay here again

  • Stayed December 2013, traveled with friends
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Luxembourg City, Luxembourg
Top Contributor
56 reviews 56 reviews
10 hotel reviews
Reviews in 11 cities Reviews in 11 cities
11 helpful votes 11 helpful votes
5 of 5 stars Reviewed November 4, 2013

Firstly please note that this is a 2 start hotel so that expectations should be accordingly. This means no gold plated water taps and no caviar for breakfast.
Once this being said let's go to the review.
The location is around 20 minutes walking from the railway station and the same from the city center. It is situated in a quiet street.
The hotel seems to be family managed so that the reception is not manned 24 hrs a day. Keep this in mind if you plan to arrive after 17h. For this reason we got also the entry door key.
The hotel is small (around 26 room keys to be seen at the reception).
Our room (11) was facing the little garden as per our request since we read that some rooms give to the garden and therefore are quieter than others. I have to say that the communication with the hotel was excellent (with a named Vicky).
The room was OK, the pictures will tell the rest. The only odd thing worth mentioning is that there were no night tables.
The room was clean, the beds (2 single ones because a room with a double wasn't available) was the right hardness. A safe was also available.Heating fine except for the last night but this was no big problem.
The toilet was separated from the bathroom, a plus mostly at morning organisation.
The bathroom was big (again the pictures will tell the rest). Fresh towels, hot water, all was there.
The breakfast was the classical continental type: ham, cheese, eggs, muesli, cornflakes, honey, breadrolls (a huge variety changing all the time), orange juice, coffee and tea.
Breakfast could be taken either in the dinning room or in the veranda giving to the same small garden. The breakfast serving time is more limited than in other hotels : 8h30 - 10h.

Room Tip: We had #11 giving to the small garden. Total silence assured.
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  • Stayed October 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Montovani Hotel

Address: Schouwvegersstraat 11, Bruges 8000, Belgium
Location: Belgium > Flanders > West Flanders Province > Bruges
Amenities:
Free Parking
Hotel Style:
Ranked #83 of 101 Hotels in Bruges
Price Range (Based on Average Rates): $
Hotel Class:2 star — Montovani Hotel 2*
Number of rooms: 12
Reservation Options:
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Also Known As:
Montovani Hotel Bruges

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