Boutiquehotel 't Fraeyhuis — Hotel in Bruges

I believe this hotel has many advantages, such as its location in the park, the resort-like atmosphere it offers, the room design, and so on.

However, some basic issues with the facilities and service significantly overshadowed these advantages, as follows:

．Facilities: no elevator and low water pressure in the shower.

．Other issues: poor soundproofing and malfunctioning key cards.

Service: When I checked in, the front desk staff noticed I had a lot of luggage and suggested changing my room from the third floor to the second floor, but I would have to wait until 3 p.m. to check in. I agreed, but when I returned later, I found out that I had been moved to the first floor instead. The problem with the first floor is that the window faces directly onto the hallway, and since I like to keep the window open, this meant anyone walking by could easily see into my room, which compromised my privacy. I raised this issue with the front desk, explaining that I wasn’t trying to cause trouble, but I value my privacy and would prefer to switch back to the second floor, as originally discussed. They responded that they had moved me to the first floor to save me from carrying my luggage, but at that moment, there were no other available rooms. Disappointed, I went back to my room. Shortly afterward, I returned to ask if I could switch rooms the next day, saying I would move my luggage myself. Suddenly, they found an available room for me to switch to right away. I’m not sure what changed, but their expressions clearly showed they were unhappy, and they sort of insisted I check the new room first, even though I repeatedly assured them that I wasn’t trying to cause trouble and was happy to move my luggage myself.

The next morning, despite the ‘Do Not Disturb’ sign on the door, housekeeping quickly knocked and immediately entered my room, forcing me to get up and ask them to come back later.

Objectively speaking, this hotel has very high ratings. I believe the staff’s intentions in changing my room were good, and the incident with the cleaning staff might have been an isolated event. However, when combined with the other issues, it resulted in an overall disappointing experience. My partner and I had been very much looking forward to visiting Bruges during our European trip, in part because we had high expectations for this hotel. Unfortunately, these problems negatively impacted our experience in Bruges, which is truly...

We had a 4 night stay in a standard room. The room was extremely compact with a small space on 3 sides of the bed, just enough to walk through - although sloping ceilings encroached into this space so you had to lower your head. Wardrobe space was limited, with a 1 metre hanging rail and 3 shelves, space was taken up by the safe and the chiller. There was a small dressing table but we needed the space for our own toiletries, cosmetics and personal items. The décor was recent and pleasant if you like dark colours. The shower room was typically sized and equipped, although room service did not replace used toiletries without specific requests. ||Breakfast was quite good, we had a glass of champagne included and usually selected eggs with bacon and smoked salmon, accompanied by cold meats, cheeses and pastries. Cakes were available but not to our liking. Only 1 or 2 rooms were occupied in addition to our own during our stay and guests were only staying for 1 or 2 nights.||The narrow stairs from the rooms to reception are hazardous because they go around a bend so they are very narrow on the inside and there is a large ornamental pot on the wide side. My wife lost her footing one morning and sustained a bruised ankle. ||Located next to Minnewater and the Kasteel, it is ideally placed for a quiet break in a picturesque location, although it is a 10 minute walk to the centre. At this time of year (early February) the outside covered bar is freezing despite the sheep skin blankets available. Only the 2 chairs next to the fireplace are 'warm'. ||Overall a nice place for an overnight stay but not good value for the price. This is almost the most expensive hotel in Bruges costing us €956 for 4 nights (without city tax), plus an additional €80 for parking. We find the Dukes' Palace, or The Grand Hotel Casselbergh, offer much more character, spacious rooms and large choices...

The hotel is beautiful. Nicely decorated.

But the attention we received was appalling:

We arrived tired of the trip (1pm) and did not leave our bags at reception since they did not give us the room until 3pm. Of course, they made me pay for the room. In the email they sent me they confirmed the room with breakfast. But at the time of payment they told me that breakfast was not included and that if we wanted breakfast we should pay € 20 per person. We deny the option. And we pay the room with a visa. My big mistake was not checking the price I paid, since they had charged me for breakfast: € 40! . In the morning we left early, at 9 AM, since we had a family outing. Of course without breakfast. On departure I was asked if I wanted to receive the invoice online. When I arrived in Barcelona and opened the bill I saw that they had charged me breakfast. I have contacted them by mail and their response has been amazing. In addition to calling me a liar, the response of the hotel has been very unprofessional and very inconsistent and worthy of a hotel of this category in a city as emblematic as Brugge.

Another incident was during the chek in. The receptionist told me that when we got to the room the bags would be inside. Our surprise when we arrived at night after all day sightseeing, was having to upload them ourselves. At 10 pm. No elevator and stairs.

Sunday mid-morning, we return to the hotel to leave in our suitcases some gifts that we had bought. The rest of our family who were staying in another hotel due to capacity problems, accompanied us and took refuge from the cold in the hall. To the great surprise, when my husband and I left our packages, our family told us that they had been invited to wait outside.

A hotel that does not live up to the category you pay for and a very...