Novotel Brugge Centrum — Hotel in Bruges

We visited the hotel today to celebrate my husband's birthday. Upon our arrival, I went to the reception while my husband headed to the luggage area. The lady at the front desk asked me to pay an additional €7 in taxes, all while she was eating pistachios. I handed her my card, and as I was making the payment, a couple came down to check out. The lady began complaining that their room was not only dirty, but she also found a pair of women's underwear in the filthy bathroom that did not belong to her.

Our room was not ready, and the receptionist told us it would be available at 12:00. Later, my husband joined me and our young daughter in the lobby, and I informed him that I had paid the taxes. He then told me that we had already paid everything in advance and showed me the receipt as proof. I went back to the receptionist with the receipt, but she didn’t even apologize. I asked her why she didn’t check before charging me again for something that had already been paid. She asked for my card again to issue a refund, though she was visibly irritated by then.

I gave her my card three times and told her I wasn’t in a hurry to enter the room earlier than allowed; I simply wanted to ensure it would be clean. She failed to process the refund and asked me a fourth time to write down my card number on a piece of paper. I told her I was not comfortable with that and asked for a cash refund instead. She then threw the coins at me in a disrespectful manner.

I said, "Please tell me your name. You're being extremely rude. You've made a mistake, and yet this is how you treat a guest—by throwing money at them?" She replied, "I'm not telling you my name. I don't have a name." I asked her, "How do you have access to all of my personal information while refusing to provide yours?" I took out my phone to take her picture, and she forcefully pushed my hand, knocking my phone to the ground.

I asked her, "With what right are you throwing my phone?" Then her son, who also works at the hotel, came over and attempted to physically assault me for taking a picture of his mother. My 4-year-old daughter was terrified, hid, and cried. My husband didn’t know how to react, and we ultimately decided to call the police and, of course, the manager.

The police came to document the incident, and I kept asking them to review the security camera footage. Eventually, the manager took over and arranged for us to be transferred to a nearby hotel. We stayed far away from that establishment, and I still don’t understand why, unlike in every other hotel, the receptionist wasn’t wearing a name tag.

Finally, I told the manager I would do everything in my power to make sure both she and her son lose their jobs—especially since her son believes it’s acceptable to physically threaten anyone who disagrees with him. The manager informed me that it’s not easy for them to...

We stayed at the Novotel Centrum at the beginning of May. I, nor no one in my family have ever stayed at a Novotel property prior. In the US, I travel approximately 50-70 nights a year for both work and personal trips, largely at Marriott and Hilton properties. I have never experienced a hotel so family friendly. We were surprised throughout our entire stay from checkin, where they offered our kids a welcome gift to the room design to the library located adjacent to the restaurant. Our kids loved being at the hotel and it made the rest of our trip, staying in non Novotel properties, much less comfortable. | |1. Staff friendliness: We spent 3 weeks traveling through Europe in 6 different hotels, including a short stay at Disney. The hotel staff was exceptional. |2. Room: We stayed in a family room for 4. The kids beds were adjacent to the window (they have safety mechanisms in place). They loved looking out at the pool and seeing the city from the 3rd floor where you could see homes and church steeples. Magical view. This is the only hotel where a stool was provided under the sink. Someone could use it for sitting, but our kids (3 and 5 years) could stand while brushing their teeth. For parents, you know what a big deal this is. The family room bed was great. Couch by day and bed + trundle bed at night. Both beds were cozy and our girls loved them. |3. Breakfast: If you are on the fence as to whether to purchase the room with breakfast, go with the breakfast. There were so many options for all ages: coffee machines, juice bar, yogurt bar, fresh breads, chocolate crossaints, muffins, eggs, meats, …|With young children, starting the day with a meal that you just show up for – no wait- where everyone is happy was a perfect start to everyday in Brugge.|4. Library/Kids Area: Our kids loved this area stocked with books for adults and children. They felt very independent, as we finished our coffee they would go on their own across the room to this area meeting other children from different countries. |5. Proximity to Koningin Astridpark: Our kids loved this park and everyday we visited at some point. There is a grocery adjacent and a great Pattiserie (Schaeverbeke) less than a block away where we picked up sandwiches. |6. Proximity to the Central station: We arrived via the train and took a quick Bolt to the hotel (

We stayed at the Novotel Centrum at the beginning of May. I, nor no one in my family have ever stayed at a Novotel property prior. In the US, I travel approximately 50-70 nights a year for both work and personal trips, largely at Marriott and Hilton properties. I have never experienced a hotel so family friendly. We were surprised throughout our entire stay from checkin, where they offered our kids a welcome gift to the room design to the library located adjacent to the restaurant. Our kids loved being at the hotel and it made the rest of our trip, staying in non Novotel properties, much less comfortable.

Staff friendliness: We spent 3 weeks traveling through Europe in 6 different hotels, including a short stay at Disney. The hotel staff was exceptional. Room: We stayed in a family room for 4. The kids beds were adjacent to the window (they have safety mechanisms in place). They loved looking out at the pool and seeing the city from the 3rd floor where you could see homes and church steeples. Magical view. This is the only hotel where a stool was provided under the sink. Someone could use it for sitting, but our kids (3 and 5 years) could stand while brushing their teeth. For parents, you know what a big deal this is. The family room bed was great. Couch by day and bed + trundle bed at night. Both beds were cozy and our girls loved them. Breakfast: If you are on the fence as to whether to purchase the room with breakfast, go with the breakfast. There were so many options for all ages: coffee machines, juice bar, yogurt bar, fresh breads, chocolate crossaints, muffins, eggs, meats, … With young children, starting the day with a meal that you just show up for – no wait- where everyone is happy was a perfect start to everyday in Brugge. Library/Kids Area: Our kids loved this area stocked with books for adults and children. They felt very independent, as we finished our coffee they would go on their own across the room to this area meeting other children from different countries. Proximity to Koningin Astridpark: Our kids loved this park and everyday we visited at some point. There is a grocery adjacent and a great Pattiserie (Schaeverbeke) less than a block away where we picked up sandwiches. Proximity to the Central station: We arrived via the train and took a quick Bolt to the hotel (