Hotel Ter Brughe — Hotel in Bruges

I went to Bruges to celebrate my friend's 50th and we had looked at hotels for weeks before deciding on Hotel Ter Brughe. You're really spoiled for choice in this incredible city. She made the booking directly through their website. We checked into our room and she made sure that we had separate bedding as requested since we are friends and they didn't have any twin rooms available. Lovely dinner out and slept in late due to lack of sleep the night before our travels. Then came at knock at the door by someone from the front desk informing us that housekeeping discovered we had a second room booked and this woman was trying to hand us the key. We were confused as we obviously had booked just one room as required and clearly they were mistaken. The woman from the hotel said no, my friend paid for 2 rooms and she should take the key to the other one. Again my friend explained that she had booked one room and one only. We got one key at check-in and there was never mention of this supposed second room. ||We realised then that it was April the 1st and so this must have been an April Fool's joke. The hotel woman insisted it was not and to take the key. It was getting upsetting at this stage. My friend checked her emails and found only 1 confirmation for 1 room. Then she checked her card statement and saw she had been charged twice on the same day for the same amounts. My friend had been in regular contact with the hotel in regards to the bedding and even asking for a possible upgrade for her 50th birthday, and never was there a mention of a second room. The hotel woman said she would communicate the situation with the managers and owner and get back to us. We went out for the day and upon our return in the evening, was informed that the management had come to the decision that it was the fault of the front desk to not give us the key to this supposed second room and they would refund the 1st night but she would still be charged for the remaining 2 nights. My friend was upset to say the least. ||It was suggested that she send an email explaining the situation to the management along with her communications referencing the single room and the receipt for one room. She took the time during our brief stay to send that email along with the supporting information. The management came back to say that she had booked 2 rooms on their system, paid for it, and it was her decision to not take the keys for the 2nd room but she was still responsible to pay for it. Their system showed she made a reservation for one room and minutes later made another reservation for the same room at the same price. They say she received 2 separate emails with both confirmations. They said she could have checked her portal on their site at any time to see this. ||WHAT?! She booked one room, got a confirmation for ONE room and communicated about ONE room. We were checked into ONE room upon arrival without any mention of a second room. Anyone who books TWO rooms would book them together, right? Clearly this was an issue with their booking system. A simple tech mistake. Instead of being reasonable and sorting it out, they insisted it was my friend's responsibility and were charging her for it. They didn't even clean our room after the first night with all this drama going on. It was a huge energy drain and nearly ruined our holiday and celebrations. My friend was left bullied and crying by a hotel. We felt extremely unwelcomed and have terribly unpleasant memories...

I wish this was going to be a positive review glowing with an overwhelming since of gratitude that I chose this property out of the countless options. However, that is NOT the case. ||Please be warned about this property. ||I was traveling with a friend for my big 5-0 birthday and was thrilled for my 1st experience in Bruges. I booked a king size room for 3 nights. I was in constant communication with the property about my single room, how my friend and I are only friends so was hoping to get 2 twin beds vs a king, I requested an email confirmation about my reservation as it didn't come through to my email (please not singular room not multiple). We arrive and checked in with Lisa and settled into our room. The next afternoon, there was a knock on the door from Ella who informed us that we had another room under my name and handed over the key for the 2nd room. I reassured her that I did not book 2 rooms and questioned why this was not brought up when we checked in. She said it was an error on their end so therefore they would reimburse me for that 1st night but not the 2 additional nights. I was floored by this response. It makes absolutely no sense. They didn't see this 2nd room when we checked in but then it appeared the next afternoon... and that was my fault-!?? Ella kept attempting to get us to accept the 2nd key for the 2nd room which we DID NOT. We explained we never needed a 2nd room and that was clear in my communication with the property. I then discovered there were 2 charges on my credit card so emailed the property that evening as I was instructed to do so the owners could look into the matter.||The owners were beyond rude, unprofessional and inappropriate with their response. Telling me how there's 2 rooms under my name and the case was no longer open for conversation. I went to the front desk immediately upon reading the email and expressed my concern about the tone in the email and how nauseated I was with how my situation was being handled. I spoke with Jill, Ella and Lisa. The way I was treated was unacceptable. Lisa was extremely rude and abrasive. I felt like I was being harassed in-person and via email. I went back to my room in tears as I was beyond shocked and frustrated. I immediately contacted my bank who reassured me they would handle the situation as they understood the utter disrespect and lack of common decency that I was faced with at this property. They advised that I no longer interact with them since they were impossible to deal with and were making what should have been an amazing 5-0 birthday celebration into an environment where my friend and I felt unwelcomed and unsafe.||There are so many beautiful properties in Bruges. I HIGHLY advise saying far away from this...

I wish this was going to be a positive review glowing with an overwhelming since of gratitude that I chose this property out of the countless options. However, that is NOT the case.

Please be warned about this property.

I was traveling with a friend for my big 5-0 birthday and was thrilled for my 1st experience in Bruges. I booked a king size room for 3 nights. I was in constant communication with the property about my single room, how my friend and I are only friends so was hoping to get 2 twin beds vs a king, I requested an email confirmation about my reservation as it didn't come through to my email (please not singular room not multiple). We arrive and checked in with Lisa and settled into our room. The next afternoon, there was a knock on the door from Ella who informed us that we had another room under my name and handed over the key for the 2nd room. I reassured her that I did not book 2 rooms and questioned why this was not brought up when we checked in. She said it was an error on their end so therefore they would reimburse me for that 1st night but not the 2 additional nights. I was floored by this response. It makes absolutely no sense. They didn't see this 2nd room when we checked in but then it appeared the next afternoon... and that was my fault-!?? Ella kept attempting to get us to accept the 2nd key for the 2nd room which we DID NOT. We explained we never needed a 2nd room and that was clear in my communication with the property. I then discovered there were 2 charges on my credit card so emailed the property that evening as I was instructed to do so the owners could look into the matter.

The owners were beyond rude, unprofessional and inappropriate with their response. Telling me how there's 2 rooms under my name and the case was no longer open for conversation. I went to the front desk immediately upon reading the email and expressed my concern about the tone in the email and how nauseated I was with how my situation was being handled. I spoke with Jill, Ella and Lisa. The way I was treated was unacceptable. Lisa was extremely rude and abrasive. I felt like I was being harassed in-person and via email. I went back to my room in tears as I was beyond shocked and frustrated. I immediately contacted my bank who reassured me they would handle the situation as they understood the utter disrespect and lack of common decency that I was faced with at this property. They advised that I no longer interact with them since they were impossible to deal with and were making what should have been an amazing 5-0 birthday celebration into an environment where my friend and I felt unwelcomed and unsafe.

There are so many beautiful properties in Bruges. I HIGHLY advise saying far away from this...