Steigenberger Wiltcher's — Hotel in Brussels

This is the worst hotel in the world. It is definitely not the hotel you want to stay at in Brussels. Their service is terrible. Their staff does not care about the guest and the management does not seem to care about any complaints. Since the day of the check in I faced many issues, the ignorance from the staff for once. I stayed for 4 days and they were the worst 4 days I have ever spent at a hotel. I complained for 4 days that they do not pick up my phones and my room phone almost never works and just rings. And the air conditioning doesn’t work. We ended up having our windows open throughout our stay to keep the room temperature low. I had ordered some food and I was not aware the hotel policy does not deliver food but I am used to a 5 star hotel bringing my food up so I called and the lady was rude and said no twice and then I said I will pay for it and the colleague turned up for a tip in less than 2 minutes. It’s a hotel that unless you pay extra all normal services are not free. They do not update the minibar and after my first night they never gave any more water in my room. And me and my partner were sick on the last night and requested some water and it took them one hour at 5am in the morning to tell me they require cash because they cannot seem to locate a €500.00 deposit I had paid at check in. The hotel colleagues did not seem to care about that and did not provide water so I went to reception to be walked around the hotel to a closed restaurant and to be told that there is no water and I will have to wait for it to be brought to my room. The hotel staff are careless and lazy and seem to giggle at customers a lot. On my third night I went down and complained to the manager and assistant manager that my phone and AC do not work and my food is not being delivered up and that’s when I was informed of the policy of food being delivered and was given a promise for a technician to visit and check out the AC and phone and none of those promises were conducted and for the hassle I faced there were no consideration or compensations given. The hotel staff chased me for hours when their payment was due on my fourth night as I had paid for three at check in but apart from money this hotel does not care about anything. There is no exchange of service for the money and I wasn’t even given the courtesy of the same rate I was promised to extend instead I was given a much higher rate. This hotel is not worth staying or giving any business to. The staff seem to not understand English at all and do not want to help....

Imagine pre booking your whole stay through BA holidays to ensure a seemless check in and out of a hotel, no expense spared... only to find that the hotel has taken your VISA card details and begun from check in, charging random amounts of up to €250 from your card without authorisation. I was asked to pay a holding fee which was supposed to stay pending on my bank transactions, but this hotel claimed that money on payment. By the first night of my stay, they had charged over £800 to my card without authorisation. When I realised, I complained to reception who said they had made a mistake, very unprofessional, as they "thought" i hadn't paid for my stay. At the time of booking a room was approximately £150 so how we ended up at £800 for a two night stay, i will never know. There were 5 different transactions taken as well as one refunded that I was then charged a fee for from my bank for a foreign currency transaction. I asked then to remove my details as they were messing around with my bank. On leaving i asked for proof of the mismanaged payments. I left my bags there while I went out for a breakfast, only to find an additional payment taken, that I then complained about when I collected my bags. They said it was in error and again printed out the proof of payment. This is after apparently taking my card off file. I flew home financially much lighter as those funds stay pending for up to 25 days. We are now at approximately £900. I got home to find an additional €6 had been taken. |I complained to both BA and the hotel, only BA replied. BA requested I contact the hotel direct, which I had already attempted, as the hotel itself wanted to manage the problem directly. I eventually got a response from someone at Steinburger, who claimed all the money was taken in error except the €6 for a bottle of water which was apparently purchased at 8pm on the day I checked out at 11am! I asked what they would do to rectify the error as I was put in a difficult situation and could not celebrate my friends birthday as intended, my stay in Belgium was stressful as a result ans they never should have had a preauthorisation on my card in the first place. I have followed up for a response, but got nothing. ||AVOID THIS HOTEL IF YOU WANT A SEEMLESS STAY THEY WILL RANDOMLY CHARGE THINGS TO YOUR ACCOUNT AND THE CHECK IN DESK ARE INCOMPITENT IN UP TO THREE LANGUAGES. || The stay overall was OK, the hotel was nice, but located somewhat outside of the...

The hotel looks better in reality than the photos. We were kindly upgraded to a deluxe room upon arrival courtesy of American Express Platinum with late checkout. Room is large with huge bright windows looking down at the inner court yard. Loved the spacious wardrobes you can wheel the suitcase in and plenty of hangers. Comfy chairs and bed benches at the foot of the bed. Really like the welcome gesture of a small Belgium chocolates box and sweet ginger biscuit by Maison Dandoy. Complimentary still water for the room. ||Breakfast - good selection. On our last day half an hour before it finished it seemed everyone woke up late and there was not enough seats and food available. The staff was quick thinking and opened up the Louis bar next door so we could be seated. Among the chaos of looking for cutlery and finding most hot breakfast items gone. Staff tried to fill the cold meat selection and took orders for freshly made omelettes. We still had a good breakfast courtesy of the staff involved. Thank you!||Drinks at the Louis bar is excellent, good selection of cocktails and i am impressed with the selection of mocktails all made to perfection. We didn’t try the food on offer but I can see it was beautiful presented. If they take good care with the cocktails then I’m sure the food would be just as excellent. ||Why I didn’t give 5 stars was mainly because it felt short of basic necessities in the rooms and management should make sure consistency of maintenance are met for each customer visiting. Even though these are minor issues, these are very basic needs of customers. No lighting in the shower, lack of clothes hook in bathroom to hang bathrobe and towels. Hand soap provided but no soap tray leaving soapy mess after use. The safe has no electrics so can not be used. The deadlock on door is missing however to access the lift you do need room card which gives me assurance you need to be a guest of the hotel for access to upper floors. I left these concerns with reception at checkout so hopefully these get looked in too. It should’ve be left for customers to let the hotel know what the issues are. Most people stay for a short break and won’t be |happy for people to gain access...