Hotel NH Collection Antwerp Centre — Hotel in Antwerp

UPDATED VERSION:

We (2 women) booked a double room for one night in December and paid €250. Unfortunately, our stay was a huge disappointment, and we need to share our experience.

The staff gave us a room they already gave two men earlier in the day.

When we returned to our room at night, we were surprised by two drunken men who claimed the room was theirs. They said the hotel staff had assigned us the wrong room. When we checked the room, we actually found luggage that wasn't ours. However, this luggage had not been in the room at the time of our check-in earlier that afternoon. The staff had granted these men access to our room while we were away, without informing us or asking for permission . While we were out of the room, these men had freely moved around in our room while our personal belonging and luggage were left inside.

Another issue was the supposed cleanliness of the room. The staff insisted that the men had only briefly been in our room earlier that day to drop off their things and had left immediately after. They claimed that we checked in shortly after and that the men were not in the room long enough to actually use it, so the room was still considered clean. However, when we examined the room more closely, we found clear signs that it had been used by others. The men also told us (!!) that they had already used the room. One of the men had lain on the bed, which was evident from the imprints and hair on the bed. The bathroom and towels had also been used. We felt so uncomfortable.

We had to specifically request the room to be cleaned again! No one suggested this to us on their own. Resolving the issue already took some time. When the room was finally cleaned, we had to wait another half hour in the lobby before we could return to our room. As a result, we waited for nearly an hour, despite being very tired and exhausted from the day. We were told the cleaning would only take 10 minutes. When we entered the room and checked again, we still found hair on the bed, and not all of the towels were clean.

The staff apologized to us, but we still felt very uncomfortable and disturbed. Our privacy was severely violated, and the handling of our complaints was inadequate. Due to these experiences, we cannot recommend this hotel and will certainly not book here again. €250 was definitely too much for this hotel and the room.

UPDATED PART: We were contacted by the hotel staff. They offered us a 25% compensation for our next stay. We declined and suggested that we would prefer to receive the 25% refund for this current stay. We have...

I normally don't write hotel reviews because most things could be looked passed but I had a horrible experience here that wanrranted a post. Our group of 6 had 3 separate rooms here.

My friend's room was dirty. The toilet was not flushed and had urine in it when they first arrived.

All our rooms requested separate beds but they weren't able to accommodate (which is fine). Therefore my friend requested a second duvet so she didn't have to share one duvet on the bed with the other guest. This led to the mess in the next point.

My room had a flipped bed (the sleeping side was facing the floor and the spring side was facing up) making it very uncomfortable as you just felt all the springs. Therefore I requested a duvet to soften it. I was questioned on why I needed it because my friend (in a SEPARATE room) also requested a duvet (#2 above). I mentioned the bed was very hard and wanted a duvet to soften it. I was informed a duvet will be delivered. After one hour we didn't get the duvet so we called again to inquire the status as we want to head to bed. We were then asked AGAIN by the same person why we needed a duvet when the other room received it. I had to explain the situation again. What I don't get is how my room depended on another room. It is not like we can share one duvet across separate rooms. The service really irritated me especially with the constant questions. When the staff came, she was friendly (and different from the guy who picked up the phone). I showed the bed to her and turns out the bed was flipped because the other side was dirty with bodily fluid stains. Again, I would've been fine if they just gave us an extra duvet without the constant questioning. But their attitude really rubbed me the wrong way. How hard is it to get an extra duvet without all the judgement and questions? Eventually they did switch us to another room after all this ordeal. After a long day of travel, this is not what you want to deal with.

The bathrooms smelled like sewage. I could look pass it because most people don't spend too much time in there.

One of the room's kettle was leaking. Again, I could look pass it.

I would not go back here because of the...

This hotel is an odd ball. I looks and feels decent, I wouldnt say nice, but decent. But there are SOOOOOOOO many ways the property remind you its a lowly 4 star and at times much less than even that.

Checkin: This was an absolute farce, took forever and then when I requested late check out they said... Yes 5pm... oh wait... 3pm... oh wait... 4pm... then her colleague started to argue with her and say 'maybe nothing' we will call you! and also her attitude was appalling. not even once did she look me in the eye. So here starts my NH journey.. do NOT let yourself repeat this.

The comes the room, pleasant and a welcoming relief after the absolute abhorrent check in process. I really cannot stress this enough

Breakfast... not a bad affair, but not great, highly processed foods and hams and the most ridiculous omelet process you have encountered, I was there with 5! other guests working out we had to load a plate with items then hand it to a unhappy waitress who took it away to be cooked.

Gym.. just dont even bother... its not a gym.. its a dungeon and the most soul destroying place to work out you can possibly imagine.

Bar: the single saving grace... however sometimes its managed by the chef who doesn't know what a Sauvignon grape is compared to a Chardonnay. But overall the best saving grace of this property.

Room Service: doesnt start till 4pm... so yeah... of course that makes sense....

I am aware MINOR run this brand... but for the love of God you do NOT deserve to charge your current rack rate for the above. cut it by 35% then I would overlook all of the above.

This hotel is an incomplete experience, not just room only. If that was the case delete all other options and reduce the price. This hotel has nice rooms, bad showers, terrible check in (really cannot stress this enough) poor after care service and non excitant in house service yet charge you for...