Numa Brussels Royal Galleries

Όλα ήταν καθαρά και λειτουργικά , από το τρόπο πρόσβασης στο ως το πρωινό. Εξαιρετική τοποθεσία ακριβώς δίπλα στο κέντρο.

This was, without question, the worst hotel experience and worst customer service I have ever encountered.

I stayed at this property during a 30°C heat wave in Brussels, and the air conditioning in my room was completely non-functional. There was also no fan or any alternative way to cool the room. On my first night, I followed the hotel’s instructions and contacted them via WhatsApp. I received an automated response stating that a live agent would respond within 5–10 minutes. After waiting more than 20 minutes without any help, I was forced to call the emergency line.

I was told that nobody was available to look at the issue and that there were no alternative rooms available. As a result, I spent the entire night in an unbearably hot room, unable to sleep and lying under a wet towel in an attempt to cool down. The room was simply not fit for occupancy under those conditions.

The next morning, I contacted the hotel again. Despite having already explained the situation in detail, I was asked the same questions all over again. I gave permission for someone to enter the room during the day and inspect the air conditioning. By evening, I had received no update whatsoever. When I followed up, it was clear that no one had ownership of the issue and there appeared to be no communication between staff members. I returned to my room to find the air conditioning still broken.

One of the biggest problems with this property is that there are no on-site staff available to help guests. When something goes wrong, you are entirely dependent on remote support. Every phone call I had to make was to an international number, meaning I incurred additional charges simply trying to get assistance with a problem the hotel failed to resolve.

Only after a second call to the emergency line did I finally reach someone who was willing to help and arrange a room change. Even then, the process was poorly handled. I was rushed while moving rooms and was not given access to both rooms at the same time, making it difficult to transfer my belongings. As a result, I accidentally left an item behind. When I contacted the hotel for help retrieving it, they were unable to assist. I was then informed that the room had already been rented to another guest—even though the air conditioning issue had not been fixed.

Think about that for a moment: after two days of complaints, multiple messages, and repeated calls, the hotel’s solution was not to repair the room but to assign it to another unsuspecting guest.

The broken air conditioning was frustrating, but what made this experience unacceptable was the complete lack of communication, accountability, and customer care. Every interaction felt like starting from scratch. Nobody followed up, nobody took ownership, and nobody seemed to know what had happened previously.

Hotels occasionally have maintenance issues. What separates a good hotel from a bad one is how they respond when something goes wrong. This property failed at every step.

I would never stay here again, and I strongly recommend that others look elsewhere.

Location was ideal. It was a street away from the hustle and bustle which is perfect. The rooms i was placed in were great. The online staff engagement whenever i had a query or other was managed swiftly, effectively and to my satisfaction.

Modern, easy to use, great location and facilities.

Location

Emplacement

I left gift in my room and dashed for the eurostar. The team were so helpful, within a few hours they were shipped to my home. Super helpful

La ubicació.

Great central location just metres from Royal Arcades, Garrick Centrale, museums quarter, etc.

Location, quality of breakfast