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“Disappointing” 3 of 5 bubbles
Review of Hotel Dukes' Palace Bruges

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Hotel Dukes' Palace Bruges
Ranked #13 of 97 Hotels in Bruges
Certificate of Excellence
Belgium
Level Contributor
8 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
“Disappointing”
3 of 5 bubbles Reviewed August 8, 2013 via mobile

This is the only 5 star hotel in the area, right in the city center of Bruges. Spotted the place several months ago when staying at the Prinsenhof right next door, which in hindsight is a far better hotel. Was impressed by the old building (which is stunning) and the (superior) rooms that are very large and beautifully decorated (see pictures).

So far for the good news. Check in was poorly managed by an uninterested youngster, trying to answer the phone and deal with customers at the same time. Found out then that the hotel no longer belongs to the Kempinski group since July 1st. Stayed for 1 night and woke up around 5am due to noise in the corridor. Shower was unpleasant due to water turning hot and then cold again. Unconvincing apology at check-out by another youngster who was new in the hotel. Service falls below expectations and hence returned disappointed.

Stayed July 2013, traveled on business
Helpful?
2 Thank SvenDL
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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2,454 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (379)
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English first
Bato, Philippines
Level Contributor
81 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
3 of 5 bubbles Reviewed August 8, 2013

I booked this hotel as a birthday present for my wife and everything that can go wrong, went wrong.
The location and the building itself are excellent.
Customer service is absolutely not that of a 5 star hotel. Looking at the staff, the average age must be around 20. They all look and act like interns.
I reported an issue with the air conditioner in my room and was advised to open the window.
The cancelled the SPA treatment for my wife for no reason so we had to wait 30 minutes for the staff member to come from home.
The sauna was not working and neither was the hamam

Needless to say we didn't use the bar, restaurant or breakfast. Initially we wanted to do the full treatment but were so extremely disappointed about the experience that we didn't spent any extra money in this hotel.
Icing on the terrible cake was that the name Kempinski was taken of the wall. Housekeeping changed all the enmities in the room while we were away without explanation. After a search on the internet we discovered that Kempenski had sold the hotel to a private investor.

All in all an extremely disappointing experience and for sure we will never, ever go back

  • Stayed July 2013, traveled as a couple
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
1 Thank CirqueTraveler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manchester, United Kingdom
Level Contributor
31 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
5 of 5 bubbles Reviewed August 2, 2013

we have visited bruges many times over the last ten years, staying in some great hotels, this year we stayed in the dukes palace, without doubt the best hotel in bruges,large rooms, great food, bar with good prices and lovely staff, overnight parking is on the dear side at 30 euro per night,you can find a underground car park a few hundred yards away for 8 euro per night, a great hotel in a great little city, we will stay again for sure.

Room Tip: we stayed on the 4th floor, all rooms looked great.
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  • Stayed July 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank frank g
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lower Heyford, United Kingdom
Level Contributor
147 reviews
66 hotel reviews
common_n_hotel_reviews_1bd8 66 helpful votes
3 of 5 bubbles Reviewed August 1, 2013

A beautiful setting in a beautiful city - however the hotel facilities and services are distinctly average. It lacks the small touches, which makes a hotel a definite must-return visit.

The hotel is in an old palace, so is very impressive. It is also well located, being just a few streets away from the main square. Check in staff were helpful and polite. The rooms were comfortable and of a good size. However these are all what I would expect from a good quality hotel.

The aspects that I considered to be missing, are those experienced in hotels I return to over and again; such as tea/coffee facilities in the rooms, for the quiet morning or afternoon tea. A complimentary bottle of water (a small cost in comparison to the room charge). Bathrooms that have a bath and shower, after a day of walking round Bruges, it is good to have a soak. Room service menu is very limited, and no number is provided; this came to our attention, as we were wanting to order tea one afternoon, and the phone in the room had no 'room service' button, there was no number in the information book, and dialling '0' didn't work.

So all in all, the hotel is good and if the smaller touches don't impact your decision making, this is a recommended hotel. However for me, with so many hotels to choose from, I would prefer to take my future business to hotels that make the additional effort for customer comfort, those that stand above the others of the same level.

  • Stayed July 2013, traveled with family
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
2 Thank Lucles
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lagos, Nigeria
Level Contributor
33 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
4 of 5 bubbles Reviewed July 30, 2013

Stayed one night at the duke's. Large room and good breakfast.
While I enjoyed this hotel, one lept down: one of the lady at the reception seems unconcerned and prefers talking on the phone for long than attend to weary travellers.
I find the location very obscure to find.
Had a great time, large and clean room with nice toiletries. Worth going and paying for

  • Stayed July 2013
    • 4 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank tbs4real
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Antwerp, Belgium
Level Contributor
17 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 bubbles Reviewed July 28, 2013

Planning a trip to Bruges and looking for a bit of luxury: book this hotel!
Very nice, comfy and elegant rooms in a magnificent building. The rooms, as well as the whole hotel, are nicely decorated and very clean. The staff is very friendly, helpful and promptly responds to your wishes. You get a large buffet for breakfast and for the chocolate lovers amongst you: big chuncks of Belgian chocolat are also on the buffet.
Extra plusses: Valet parking, lovely garden and terrace, in house swimmingpool (small but refreshing), hamam and sauna, massages also available during weekends, turndown service.

  • Stayed July 2013, traveled with friends
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank TanjaVe
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cheltenham, United Kingdom
Level Contributor
12 reviews
common_n_hotel_reviews_1bd8 10 helpful votes
5 of 5 bubbles Reviewed July 27, 2013

We stayed here for two nights in a superior room. The room was in the new part of the building on the 5th floor. The room was very clean, modern but classic and had great views of The Bell Tower. The hotel itself was in a great central but quiet location. Our first night was the night they had crowned a new Belgium King and the market square had a large live concert. Despite of this loud music outside we heard nothing inside our room which we were very pleased with. It was 30 degrees plus during our stay and our room had the perfect temperature thanks to efficient air con.

The breakfast was impressive with a wide choice - the scrambled eggs and pancakes being our favourite. Excellent continental offering with local cheeses - which were delicious.

The hotel staff were very polite and spoke good English. We are a couple in our early twenties and hotels of this standard in the past have treated us with caution however this was not the case here. We were made to feel very welcome and at home.

If I had to pick a few negatives -
- Better in room refreshment facilities such as complimentary tea or coffee and cold water. 3.50 euro for a small bottle of water was rather over priced (even by 5 star standards)
- Our tv had poor reception and would not pick up the sport channels (other half desperately wanted to watch the end of the Tour de France)
- Could not actually connect to the free wifi on my iPhone - great for avoiding emails but sometimes you just need to connect and this was annoying especially when you are paying enough for the room as it is
- Needs a better in room guide such as partnership restaurants, places they recommend to visit, hints, services they can offer or book on your behalf such as saw Segway tours of Bruges which would have been nice to know on arrival not on the last day

However we loved the hotel...If we visit Bruges again then we would with out a doubt stay at this hotel.

Thank you for a lovely stay in the very romantic Bruges!

  • Stayed July 2013, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank Cotswoldfoodie123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hotel Dukes' Palace Bruges

Property: Hotel Dukes' Palace Bruges
Address: Prinsenhof 8, Bruges 8000, Belgium (Formerly Kempinski Hotel Dukes' Palace)
Location: Belgium > Flanders > West Flanders Province > Bruges
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Spa Suites Wheelchair access
Hotel Style:
#2 Spa Hotel in Bruges
#3 Business Hotel in Bruges
#8 Luxury Hotel in Bruges
#11 Family Hotel in Bruges
#14 Romantic Hotel in Bruges
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Hotel Dukes' Palace Bruges 5*
Number of rooms: 110
Official Description (provided by the hotel):
Hotel Dukes' Palace, former residence of the Burgundian aristocracy, is the perfect location in the heart of UNESCO World Heritage city of Bruges. The 110 rooms, of which 18 suites and 5 family rooms, are all unique and combine contemporary comfort with authentic elegance of the 15th century. The 3000 m² garden, the terrace, the bar and beautiful lounges are the ideal place to enjoy. You can relax in The Spa with sauna, hammam and gym. The hotel also features a spacious garage. ... more   less 
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Also Known As:
Kempinski Hotel Dukes Palace
Kempinski Hotel Bruges

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