Radisson Blu Hotel, Bruges — Hotel in Bruges

We chose this hotel mainly because it allows pets and sure we are not disappointed. We booked a standard room for 2 nights (room 814). The hotel is very modern, clean, close to the station, 10 minutes to Bruges attractions (2 minutes by bus) and we had a good deal to book it on Hotels.com including breakfast. The breakfast buffet was great for hotel of this caliber and big shout-out & thanks to the two male waiters at breakfast, they are super helpful, caring & polite. Now lets dissect the Pros & Cons:

Pros:

The rooms are very modern and super clean. The cleaning team do a great job. The Bed & pillows are super comfortable, we had a great sleep. The hotel is located near the train & bus station, so quickly you can rest. Pets are allowed at a 19 euro fee per stay, which I found to be great (There were many dogs during our stay and while chatting with some, we discovered they also booked it only because the hotel allows pets, so it is a "Major" selling point). Breakfast has a great & yummy buffet with variety of choices. The two male waiters there are superb and they were very accommodating to any request we had, they even added extra table outside so we can get the dog with us. There is a fridge in the room & Coffee & tea making facilities. Wifi is very good and reliable to connect. Very calm atmosphere & you don't hear sounds while at room, that's great. Room 814 had a great view with the Belfort & cathedrals in the horizon.

Cons:

It is outside Bruges center, so it is a 15 to 20 minutes walk or 3 minutes bus ride. TV system had a problem & couldn't rerun some shows. It was weird & confusing. Windows don't open, it is a floor to ceiling glass. So AC is the only possible solution & my friend was very sensitive to AC & started sneezing. No greeting note in the room or hints how to connect the Wifi. Check-in was crowded with people & a bit slow, opposite to the smooth & easy check-out.

All in all, I were very satisfied with the hotel & our dog too. It had all what we asked for at a relatively good price. We will be back & I recommend it without a doubt if what I...

There is a situation of unauthorized charges at the hotel. Please be vigilant about your credit card statement!

This is a pre-paid order. I had already booked the hotel on the platform and paid the fee in advance.

When I made the reservation, I thought the hotel was close to the train station. But when I arrived, I found that I had to carry my luggage up the stairs, the hotel was located in the parking lot, and it was quite far away. Moreover, there were no facilities around.

I checked in on July 17th. They asked me to use my credit card to pay the deposit. I asked if I could use cash instead, but the front desk said they wouldn't accept credit cards and wouldn't process the check-in. So I authorized the deposit of 50 euros through pre-authorization. It has not been refunded yet.

On July 18th, the payment was deducted 106.12 euros. When I found out about the refund, I was waiting for the train at the Bruges railway station. I immediately went back to the hotel to ask, but the hotel staff refused to handle it. They told me to wait for 3-5 working days, but it has not been refunded until today.

I contacted the hotel many times, but the emails were not replied to, and the phone calls were difficult to get through. Finally, I managed to get through, but the staff evaded and asked me to contact their manager. But I couldn't get in touch with their manager either.

On July 23rd, I received two more payments from the same account, 98 euros and 8 euros. I called the hotel again, and this time I finally got to speak to the manager. He said it was probably his staff who made a mistake with the card. He said it's common for people to make mistakes, and the staff won't be punished for their mistakes. They didn't apologize to me either.

Today, July 26th, I still haven't received the refund. The hotel can't be reached either.

Therefore, I must expose the hotel's actions here, such as charging fees arbitrarily, having a bad attitude, and...

I alwasy try to go for Radisson hotel as I know that the room will be nice and it did not disapoint this time as well (even though some small cosmetic repairs are needed). But the service was very bad, never experienced this before in a Radisson hotel. To be more precise, the dinner experience was terrible. Me and my family went down for a dinner little past 18:00. We were told that the restaurant is fully booked.... Ok, I can understand that these things happen, but it would have been nice if the receptionist at least informed us during check in that restaurant might be full and that we should plan something in advance. Any way, we went back to room and ordered room service since there are no real alternatives near the hotel. Person told us that it will take around 30 minutes which was fine. Hour and a half later there is no food... Called the phone but no answer... Went down to reception and was told that they are experiencing a ''management problem'' (whatever that means) and that it will take a bit more time... We had to wait for more than two hours in total to receive the food and as an appology received two small bottles of coke...

As a final straw that made me write this review was the fact that they charged me for a room upgrade which I never received. I only noticed that by accident when I received my invoice nad decided to have a look at it.

Dear Radisson management, As a family we will probably not book with you again. I don't want to experience again the situation where I don't know how long my kids will have to wait...