Pullman Brussels Centre Midi — Hotel in Saint-Gilles - Sint-Gillis

"Unprofessional Service and Confusing Booking Process at Hotel Pullman: A Frustrating Experience"

I am writing to express my utter frustration with the disgraceful experience I encountered while attempting to book a single night at your hotel through your partnership with La Demence (lademence.com). According to the partnership, bookings made via the link to all.accor.com are supposed to include a late checkout until 16:00. However, upon trying to finalize my booking, I could not determine what exactly was included in the reservation, which is both confusing and unprofessional. In an effort to clarify this, I sent an email to H7431@accor.com, but shockingly, this email has gone unanswered. With a booking scheduled for the near future, it is baffling that such basic questions are being ignored, especially when time is of the essence.

To make matters worse, when I called your customer contact center during office hours, I was told by a man to call back in 30 minutes due to a "technical issue"—a vague and unconvincing response without any detail, and frankly, quite unacceptable. Two hours later, I called back, only to be connected with a woman who astonishingly claimed to know nothing about the partnership. She then informed me that the number I had called—clearly listed as the contact for Pullman Midi—actually connects to some generic call center elsewhere in Europe. When I simply asked which call center I was speaking to, she responded by saying she felt "threatened" by my perfectly reasonable question and suggested I "file a complaint." This response, combined with the fact that she showed absolutely no interest in solving my problem, only serves to highlight the total disregard for customer satisfaction at Pullman. Feel free to review the recordings of all conversations, as I am genuinely curious if this is the level of service quality that is now considered acceptable.

I am a paying customer attempting to bring business to your hotel, and instead of receiving professional and courteous service, I have been met with incompetence and indifference. It seems the staff has no awareness that the hospitality industry thrives on customer expenditures—mine included. To be treated with such carelessness and disrespect is not only disappointing but completely unacceptable. Given this experience, I am seriously considering canceling my other three existing future bookings with your hotel, which I made through a third party, as I am deeply disappointed in the service I have received before even setting foot on the property.

I trust this issue will be addressed immediately, but my confidence in your establishment has been...

Hotel Review: Pullman Brussels Belgium

Rating: ★★★★★

I recently had the pleasure of staying at the Pullman Brussels Belgium, and I must say, it exceeded my expectations in every way. Conveniently located near the Brussels Central Train Station, this hotel is the perfect choice for both business and leisure travelers looking for comfort and accessibility.

Location:The hotel’s proximity to the train station is unbeatable. Just a short walk away, it made my arrival and departure incredibly hassle-free. Additionally, it’s situated close to major attractions like the European Parliament, Parc du Cinquantenaire, and the vibrant neighborhood of Ixelles, making it easy to explore the city on foot.

Ambiance and Design:The Pullman Brussels boasts a modern and chic design, with stylish interiors that create a welcoming atmosphere. The lobby is spacious and elegantly decorated, providing a perfect spot to unwind after a long day of sightseeing. The contemporary art pieces throughout the hotel add a touch of sophistication.

Rooms:My room was a haven of comfort. It was spacious, immaculately clean, and equipped with all the amenities one could need. The bed was incredibly comfortable, ensuring a restful night’s sleep. I particularly appreciated the large windows that offered a lovely view of the city. The bathroom was modern and well-appointed, featuring a rain shower that was a delight to use.

Service:The staff at Pullman Brussels were exceptional. From the moment I checked in, I was greeted with warm smiles and professionalism. The front desk staff were knowledgeable and eager to assist with recommendations for local dining and attractions. Room service was prompt, and the quality of the food was impressive.

Dining:The hotel’s restaurant offers a diverse menu that caters to various tastes. I enjoyed a delightful breakfast each morning, with a wide selection of fresh fruits, pastries, and hot dishes. The ambiance of the dining area made it a pleasant way to start the day.

Amenities:The hotel features a well-equipped fitness center, perfect for those who want to maintain their workout routine while traveling. Additionally, the business center and meeting rooms are ideal for corporate travelers. Free Wi-Fi throughout the hotel was a great bonus, allowing me to stay connected effortlessly.

Overall Experience:My stay at Pullman Brussels Belgium was truly delightful. The combination of an excellent location, comfortable accommodations, and outstanding service makes it a top choice for anyone visiting Brussels. Whether you’re here for business or leisure, I highly recommend this hotel. I look forward to returning on...

The overall experience in the hotel was very bad:

-I was part of an innovation team of the European Commission, so we book the hotel through them. We paid in advance... then I saw that the special rate for this group was higher than the regular price in Booking, and I did not get any confirmation of the reservation.

-In order to get confirmation, I sent several emails to the hotel... I did not have a reply. I called 2 times to the hotel and booth times happened the same: I do an international call, a machine replies, and after more than 10 minutes on hold I decided to hang up. After several days trying to contact them, I was quite upset... I sent a final email being less polite and finally I got an answer. They told me that they would send me the confirmation via email before I travelled to Brussels... Of course they did not send anything. So I had to travel without any kind of confirmation.

-When I arrived at the hotel I asked for directions to find a nice place to have dinner. They recommend the hotel restaurant and I decided to go there. MISTAKE!! The restaurant was fully book for a birthday celebration. I am sorry... you cannot do this with the only restaurant in the hotel... you must give a service to your guests... you cannot leave them unattended.

-After 10 min waiting in the restaurant, a waiter tells me that I could have dinner in the bar... I accept. But surprise... in the bar, you could only eat the bar food... not the restaurant food to have a proper dinner. So after 45 minutes waiting for the food... I had snacks for dinner.

-The breakfast is nice... but there isn´t enough space at 8:00 to have a seat since the restaurant is not big enough for the hotel. I had to share the table with other people 2 days. The first day during 30 minutes, the water was not refilled in the buffet... and the waiters were overloaded.

-I had my room cleaned 2 nights... the first one was not really well dones: The pillows where in the chairs instead of beeing in the bed, and the bed was not done propperly... The second day the cleaning was perfect.

-The rooms are nice, the bed and pillows are EXCELLENT. The view is very bad. The bathroom is very nice. The TV very big and with good quality. You have 2 free water bootles every night which is nice. The sheets are very nice... The room was extremely quite which was great.

So I have the impresion this is a hotel with an excellent infrastructure (beatiful hotel, well located, great bed, sheets, etc.) but WITH A TERRIBLE MANAGEMENT. Everything that requiered human interaction...