Hello, We booked a Bubble of Love executive suite, which is quite costy. However, we experienced some services which we do not consider to be rated a 4-star. - Facility: The ceiling has some cracks. The below of the sink was badly managed, pipe and electric wiring is visible and reachable, which could be dangerous for babies and kids. - Check-in / check-out experience: most of the guests come to check in and check out at the same time, which cause a huge line, while the reception area is not that big. I would suggest to have a better process so that we do not need to queue for 30 minutes to check-in or check out. - The room was not entirely clean: there was a hair band and a lot of dust under the sofa when we moved the sofa a bit. The sink still has some shaved beard (from previous guests?). This is not acceptable. - We have an in-room dinner included in the package, we booked 8:30pm at first, but then we called to re-book earlier. the restaurant told us no slot available anymore at 8, so we finally booked at 7:30pm. We waited in the room since 7:30 for almost 45min, as we want to tolerate "restaurant is busy so it could be a bit late". However, we couldn't wait anymore (we have a small kid) so we called the restaurant again. The Restaurant said they didn't get the information and it was still marked for them we booked the dinner at 8:30! So we finally got the dinner at 8:30 (with a little delay). - The package included the 2 spa vouchers. We did not receive any communication saying that the spa treatment has to be booked in advance. And as we were able to book the package, it means that spa treatment is available. If spa treatment is not available, you shouldn't have sold this package. This is common sense. When we arrived at the hotel, we went to the Spa to book, and we were told that no slot for spa treatment is available. This is very disappointed as 80% reason why we come is to use the Spa. The fee for the spa vouchers were removed from the bill, but we were not happy at all. We also think this is not professional and transparent that you do not provide enough information for us as guests to smoothly book your services. This causes us a lot of dissatisfaction. This would be the main reason why I would not recommend your service, although I like the chateau a lot. As we have paid for a 4-star hotel, we expected to receive a 4-star service, which did not appear to be the case. …
The check-in was very stressful and hectic, the hotel staff was asking many questions. I had to talk to the kitchen staff for the details for the dinner, in the same time they were asking other questions to my husband. As we arrived in our room, there were still boxes with leftovers from the previous guest's dinner. Very poor price/performance ratio.
This is a great hotel with a very luxurious atmosphere and very friendly staff. As you may expect from this kind of hotel, it is not catered to children at all. We had discussions at the spa to let our child in (who did not meet the age requirement) even though I had clarified this with reception at the point of booking. The Spa was great, really beautiful and clean and relaxing, even though there were works and electricians working in corridors and wires hanging off the ceiling. Some bits in the cave pool were not lit. The private wellness experience was nice - it seemed clean (our eyes stung from the chemicals in the bubble bath!). They had a nice bowl of fruit and some crement ready for us. The tiles in the private wellness room are super old, this needs refurbishing, it looks nothing like the spa (Nuxe - external provider). My husband burnt his leg in the private steam room, as the steam came out from the floor at ankle height, unprotected. We had various misunderstandings about the in-room dining + substantial delays even though you can give a time bracket. This got sorted on our second night with a free apéro and various apologies. No dessert for the child - not even a chocolate mousse! And the prices are quite steep - it would have been a small but welcome gesture. The quality of the food was divine. It took the hotel a day to fix the wifi in our room. We had board games and books but we were in a hotel during a pandemic and wifi should have been available from day one (we had to call them 3x!). The room was not very soundproof + the noise from outside is quite loud (water feature + music). I did like the lights outside + the music that was playing + the fire & candles etc. They managed to create quite a special atmosphere and a really exclusive little bubble. Checkout was a nightmare. Too many people, junior staff overwhelmed. She overcharged 150 EUR and tried to find imaginary reasons for items on our invoice (50 EUR would be for the child breakfast - we did not get more than a hot chocolate!). It got sorted (refund), but it was a stressful end to our stay. Due to the pandemic we haven't been on holiday for a long time and we enjoyed our 2 days here, but it was quite disappointing to have encountered so many issues. This hotel has an excellent reputation and we had high expectations. Unfortunately it was not as perfect as it should have been.…
All you need for a romantic escape, beautiful castle, a relaxing spa and delicious food, especially the breakfast. I also, highly recommend to visit the very beautibul exhibition Family of Man at the Château de Clervaux (+/- 4km distance), one not to miss!
We stayed there for a romantic weekend with our 2month old baby and we have to admit it was difficult to have a rest (not because of the baby who is an angel) but because of the surrounding noise: there’s lack of isolation which makes you here EVERYTHING what’s happening on the corridor. Especially the staff was very noisy, talking very loud, slamming the doors and not being mindful when picking up the dishes with the trolleys. On the positive side dinner was delicious but because of the bad organisation they didn’t dress our table on time, so we had to wait and the main dish got cold. Which is unacceptable for such a venue. I was a bit suprised that there’s no SPA facility for free, you have to pay 60€ to access the SPA area. I forgot to add that the standard room was pretty small especially if you go with baby and you need to fit in the stroller. I won’t go back.…
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