Had a friends trip away and decided to treat ourselves and booked the Dukes Palace. On arrival greeted by a very grand impressive building, wow! promise of things to come. As the organiser of the trip, praises were bestowed on what a great choice of accomodation. Sadly, it stoped there. Reception was pleasant enough on check-in, delivering the standard lines they had been taught....."your rooms will not be ready until check in time - 3pm".....now it was not peak period and it was bvious from our stay that the hotel may have had only a quarter of its rooms full.....I cannot remember the last time I arrived at a hotel in low season and was not given a room....a petty attitude. We got back to the hotel after 6 and where assigned rooms. My superior room was fine although nothing special but my friends rooms had issues and they were moved into other rooms. However it did take 2 calls to reception to send someone to investigate.....a wasted 40 minutes of our time. Went out for dinner and on our return found that the heating in the new rooms did not work nor was the water in the shower hot. At 11pm they were offered another room but decided they were too tired to move and accepted a room heater. Unfortunately they had a very uncomfortable night since the heater had no thermosat. On checkout no apolgy was offered and the manager refused to discuss the room issues. I was charged for a breakfast I did not have and not taking my word for it the receptionist took 10 minutes to sort the issue out with the manager. So a 5 star hotel that does not provide a bottle of water, tea or coffee facilities and borders on surliness ....a sad reflection. Unfortunately they dont understand what customers expect from a 5 star hotel ....if they treated their guests as guests not an inconvenience they would do a lot better.....this could have been very memorable....sady it was but for the wrong reasons
- 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