Carbon Hotel - Different Hotels — Hotel in Genk

I stayed at Carbon for my previous trip and I was quite satisfied. So this time I booked again but I was disappointed with my stay. When I arrived on Saturday afternoon, I got Room 411 and found out someone already occupied. I can still remember the person inside the room was so surprised when I opened the door. Then I went to the reception and the staff there gave me a new room 305 and checked by themselves to make sure it’s not occupied. One of the day time staff (a senior one) also told me he has blocked room 305 to make sure it won’t get accidentally assigned again and assured this won’t happen again. I thought this is just a one time mistake and it won’t happen again.

But at midnight around 1 am, my door got opened by a couple with luggage. We three had to go downstairs to find out why. It turned out although I got room 305 but in the system it shows 301. But it doesn’t make sense that my keycard can open 305. The night shift staff reacted immediately and assured that he will communicate with the manager and his day shift colleagues.

On the 2nd day, i.e. Sunday morning, when going to have breakfast, I wanted to follow up and described this issue to their day time shift staff but from her reaction, it didn’t appear to me she is well aware of this issue. There are at least two issues - one is the record in the system and one is keycard for one room can open another room. I expressed my concern - imagining your door got opened at the midnight by strangers - but the day time shift staff on Sunday seems not willing to listen to me. She just brushed me off telling me the issue has been fixed and she has worked here for 6 years and she assured that it won’t happen again, same as the day time staff on Saturday. And she asked me what else I expect her to do.

Well… if you assured once and it didn’t work, how can I believe in your assurance again without knowing what has been done to fix the issue? Isn’t hotel supposed to provide at least a safe space where you don’t need to worry about someone else can open your door without permission? It sounds like I’m the trouble maker after experiencing such chaos twice. I gave 3 stars instead of 1 star because the staff on Saturday day time and midnight shift at least spent time on trying to fix it and apologize for the mistake.

I originally didn’t plan to post this review because of the attempts of fixing this issues by the staff (both day and night shift) on Saturday, even though such issues happening twice a day to a same person is not acceptable for hotel industry. But the arrogant attitude of the day time staff on Sunday morning really upset me and it doesn’t seem to me she cares about the customers’ concern at all. Since this issue didn’t happen during her shift, she didn’t even have enough patience to listen to my concerns. Working here for 6 years doesn’t guarantee someone can provide good service meeting basic standard of the hotel industry especially with an arrogant attitude. This indeed is an even...

Unfortunately, our experience at Carbon Hotel was quite disappointing and did not live up to expectations, especially at a price point of €275.93 (incl. breakfast for 2).

Here’s why: Cleanliness & Condition: hotel, overall, felt run-down and poorly maintained. Our room was not properly cleaned: dirty floors, unwashed glasses, stains on the walls, and even a piece of chewing gum stuck to the wall (photo attached). The toilet also appeared unhygienic, and the bed was made so sloppily that it looked as if someone had already slept in it. Although reception promised to send someone to fix the bed, no one ever came. Room facilities: several room features were broken including the telephone (so we couldn’t reach reception), the desk lamp, and the hair dryer (which actually started smoking). While staff did eventually bring a replacement dryer from a nearby hotel, which was appreciated, this should never have been necessary. Breakfast experience: the breakfast was underwhelming, both in quality and atmosphere. There were no non-dairy options like plant-based yoghurts, and the fruit salad didn’t seem fresh. Worse, guests were seated on an awkward mezzanine level with uncomfortable chairs and poor lighting, while a large portion of the main restaurant sat unused apparently reserved for a sports team that only occupied half the space. Misleading information: One of the key reasons we booked this hotel was the advertised wellness area (spa, sauna, steam room, etc.) listed on their website (screenshot available). However, when we inquired, the receptionist simply said these facilities were unavailable with no explanation. This felt misleading and disappointing. Service & Attitude: The overall customer service left much to be desired. Staff, particularly at reception, came across as indifferent and uninterested in guest feedback , which only added to the frustration.

The experience fell far short of what one would expect from a hotel in this price range. Between the lack of cleanliness, broken amenities, misleading advertising, and poor service, we left feeling let down. Sadly, we would not choose to stay here again or recommend...

I was few times at Carbon hotel just after the covid period. |The hotel is in a decent location, quite easy to reach, even if it wasn't just around the corner if coming with public transportation.|The reception is essential, the staff quite welcoming. |I didn't make use of many of the amenities in the hotel, but the hotel room was quite spacious but having an original design.|Once there was a bathtub just on the side of the desk, with the bed in the middle of the room. Another time, the bathtub was standing in the middle of the room, with the bed on the other side.|The toilet room was accessible from within the bathroom, which though lacked walls. ||The room was having some special lights that I didn't manage to make working properly and looked pretty dark otherwise. It felt a bit uncosy, although the bed was quite comfortable.|The toilet amenities and the space for storing clothes were a plus.|All together the room felt clean, but the dark floor and the way the room is designed might make it easy to hide some of the dirt. ||The breakfast at that time was nothing fancy. There were a lot of items that were packaged which was a bit boring, but understandable during circumstances. |The tables were a bit small and uncomfortable for the breakfast part.||I tried to spend the evening with my colleagues in some form of outdoor place with bar on the ground floor, but there was a lot of noise/loud music and it was not even possible to conversate, even less to work. It would have been great to have some good area for...