I will start by saying that I have not slept in this hotel, however, I have helped my in-laws during the check in process at the hotel, and what I have encountered was just really bad. To get the right set of sentiment, I would like to add that my in-laws arrived Amsterdam airport at 6.40 am (after a 19 hour trip), and check-in is possible from 2 pm, according to the booking confirmation.
When we arrived at the hotel, around 2.10 pm, there was a long line, however, we were assisted quite fast (5 minute waiting time). The GM (Maik Willems) told us we had to wait around 5 to 10 minutes to be given the room, which was still being cleaned. After 30 minutes of waiting, we went back to the frontdesk and asked the GM why it is taking so long, and here is where honestly i was a bit mind-blown...
He told me that check-in is from 2pm, and that it means that the room from that moment on is guaranteed for the night. In my opinion, a guaranteed room for the night starts the moment you get a booking confirmation and have paid your room (especially since the rate is non-refundable). I asked the GM that in his explanation it might very well be that the room for my inlaws was available at 11pm. He then replied that i do have to be "reasonable". Things were very busy and the GM does not want to give out a dirty room. I asked if he can confirm to me that check out time is at 12 noon, check in starts at 2 and if all the guests have checked out all together exactly at noon, making the staff so busy that they cannot finish a room before the check-in time. He then said that ofcourse not all the guests have checked out, but he only has 9 suites, 4 were availbale right at 2 pm but since we were a bit later than 2pm there were no more suites at this moment, and we had to wait untill the room was cleaned. There are systems in the hotel, that the GM did not want to "bore me with".
In my opinion, there is a fundamental wrong way of thinking. Check in at 2pm means a room is availble at 2pm. If you check out late without consulting the hotelstaff first, it also seems reasonable that you will be charged for that. Why then stick to a check out time, but a hotel will not stick to a check in time? If this represents the corporates opinion on hotelling, I will have to advise everyone to not book at any of the Bastion hotels.
I felt i was not being taken seriously at all. The GM offered a drink in the minibar, but the whole point is that after a 19 hour trip, 5 hours of having to wait between arrival at the airport check-in time (which is not the hotels fault ofcourse) and then another long time you just want to have a bed to sleep in. It is THAT simple. Hotels should provide for this.If the hotel is understaffed, then just say so, but dont act as if it is our fault or our problem to have to wait until 3.20pm to be able to step into the room. I have noticed the GM is replying to tripadvisor comments here, but these are all standard comments. I am very interested in his comment on this post.
Let's give them a compliment also because the room was clean. There were two single beds and a sofabed. The bathroom was very clean, with a good shower (nice hard water-flow).
I for sure will not recommend this hotel to my friends and family, but I do hope that they are able to improve their service (again... service). I feel a bit bad for giving a 1 out of 5 score, since the room is really not bad, but i have slept in crappy rooms with excellent service which i will take anytime over being treated this way.
- Official Description (provided by the hotel):
- Bastion Hotel Groep stands for a personal atmosphere, hospitality, comfort and good facilities for an attractive rate. The Bastion Deluxe Hotel Amsterdam/Amstel offers a 24 hour front office, comfortable rooms and an extensive choice of dishes from the a la carte menu in the atmospheric restaurant. Guests are always welcome in the cozy hotel bar or smoking lounge. This lounge contains an LCD television, air conditioning and relaxing lounge chairs. The hotel also offers a fitness room which guests can use free of charge, air conditioning and free wireless internet. The lobby has a computer for guests; they can use the internet for free. Domestic animals are not allowed. Location / accessibility Bastion Deluxe Hotel Amsterdam/Amstel is situated near the A10, exit S11. It's close to the RAI and the Amsterdam Arena. The hotel also has free parking places. You can reach the historical centre of Amsterdam within ten minutes by public transport. Here you can find all the famous attractions within reach. This hotel is therefore ideal for business and leisure guests. Rooms The hotel has 120 comfort rooms, 63 deluxe rooms and 9 Quads. The comfort rooms are equipped with a television, a modem, a bureau, a safe, free coffee and tea making facilities and a bathroom with a shower and toilet. The deluxe rooms are extra equipped with a bathroom with bath, toilet and hairdryer. The Quads are more spacious than the deluxe rooms and are equiped with a sleeping sofa and a bathroom with bath, toilet and hairdryer. Food & Beverage The hotel serves breakfast on weekdays from 6:00 till 9:00 hrs and on weekends from 7:00 till 10:30 hrs. The hotel has an attractive restaurant with an extensive a la carte menu. The restaurant is open from 11:00 till 23:00 hrs for lunch and dinner. The hotel bar is open till 23.30 hrs. ... more less
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- Also Known As:
- Bastion Deluxe Amsterdam / Amstel Hotel Amsterdam
- Bastion Deluxe Hotel Amsterdam