Hotel Castel

la pulizia scarseggia, senza aria condizionata, il frigo era acceso ma non raffreddava avevamo l'acqua calda con le temperature di quei giorni è stato un grande disagio.

Camas mejorables pero funcionales.

The shower could've been a bit higher quality.

Everything

Un po' rumorosa. Non presente area condizionata percio' la notte e' stato caldo.

Very disappointing experience – poor room condition and terrible handling of our concerns

Unfortunately, we were extremely unhappy with our experience at this hotel.

We arrived at around 15:00, the advertised check-in time, and were given a room. When we went upstairs, however, the room was not ready, so we had to return to reception and were eventually given another room.

The second room was very disappointing. There was a geyser/water heater installed inside the bedroom cupboard, making the cupboard and surrounding area extremely hot. The cupboard doors were loose and poorly maintained. There was also a standalone portable air conditioner in the bedroom with a pan underneath it to collect dripping water.

The room also had a kitchen and pantry area, and there was a very unpleasant smell coming from the pantry. When I raised this with the manager, his response was that I could not use the kitchen as a reason for complaining because the kitchen was supposedly not included with the room and we were not allowed to use it. In fact, nothing in the kitchen appeared to work.

I asked the obvious question: why provide a kitchen in the room if guests aren’t allowed to use it? More importantly, regardless of whether we were allowed to use it, the pantry still smelled bad. His response was essentially that this was simply how it was, and he moved on.

Overall, the room felt dirty, poorly maintained and unsafe, particularly when it came to leaving our belongings there. It was certainly not what we expected based on the photos on Booking.com.

We returned to reception, which is situated within the restaurant, and explained that we were not comfortable staying. Communication was difficult as almost none of the staff could communicate properly with us in English, Flemish/Dutch or French, although there was one woman who was helpful and genuinely tried to assist us.

The manager/owner was then called, and I had to explain everything again over the phone.

We chose this place because we only booked it for one night, and the hotel looked beautiful and nice in the photos. However, as soon as we arrived, we realised that the actual place looked completely different from the pictures.

Breakfast was supposed to be included as a buffet, but it did not meet my expectations at all. It was not really a buffet; there were very few options and the food was not varied. You also had to ask the waitress to prepare your drink. The only options were coffee or hot chocolate — no cappuccino, mocha, or Americano. When I asked for a cappuccino, I was told that they only make coffee or hot chocolate.

We also had to ask the waitress to prepare more scrambled eggs because there was not enough for my family, and then we had to wait for them. The same person was also responsible for the reception desk when we checked in and checked out, which made the service feel quite limited.

Another thing that I found disappointing was that, after finishing breakfast, I wanted to eat an apple later, so I took one with me to eat in the room. However, while I was going back to my room, the waitress told me that I had to leave it because guests are not allowed to take anything from the “buffet” and can only eat it in the breakfast area.

Overall, next time I would rather spend a little more money and stay somewhere that feels comfortable and welcoming. Otherwise, it feels like a waste of money.