Urspelt Castle — Hotel in Clervaux

The hotel is very easy to get to from Clervaux Station, there are multiple busses that pass and drop you right outside the door. All public transport is free too so makes it very convenient to get to. However, the day we went there was a train strike in Belgium and it took a number of hours to get there. We had to wait for an hour at 10.30pm in the rain before the bus came. When we contacted the hotel they said there was no way to arrange a taxi for us from the station and that they didn't have any concierge car/ shuttle bus to the train station. When we got to the hotel we found out that they don't offer any form of transport to the station. One suggestion for the owners of the hotel is a shuttle bus, even one you charge for, for the guests coming from the station. Clervaux is a lovely town, the bus could be used for guests to visit the town. Offer shuttles at 9, 12 and 2 etc the trip back could be pick ups from the station. The bar man was very friendly and accommodating and the drinks were delicious. The room was lovely and spacious, a little sweet was left on the bed for us and there were two complementary bottles of water the Nuxe products were a nice touch in the bathroom. The breakfast was plentiful and a typical European spread. There was a wonderful tea selection. There was a coffee machine with free syrups too. However, this is where the visit takes a turn. We visited the spa and spent €200 on two massages. We arrived 20 minutes early for our appointment but was ushered into a room as soon as we arrived. I had booked a deep tissue massage and had selected 'firm' on the sign in sheet. What happened next was what can only be described as the worst massage of my life. It left like the masseuse was just gently rubbing oil into me. Despite being asked for a firm massage during it. The massage was incredibly rushed. The masseuse seemed to be untrained and used different timings and techniques in different areas. I was more stressed leaving the massage than going in. The spa area itself is lovely, but it is not worth €60 per person to visit which is the price without a massage. I complained at the front desk when leaving about the massage, they said my massage was supposed to start at 11.45 and that we were late. I had the message I received from their system which had said 12 and showed it to them. They admitted their mistake. They offered me a voucher but we are from Ireland and it wouldn't be at all useful to me so they offered a massage again at 6pm that day - again that would be of no use we had cheked out of the hotel at that point and were on our way to our next destination. Therefore they gave us a hand-cream and some samples. To be honest, we would have preferred a refund but it was clear we weren't getting it. If you want to go skip the treatments and just experience the cave...

I really like this hotel, and I would go back, but I gave a 4-star rating because of two important things:

The restaurant on-site is overrated and overpriced. Service was lackluster. Our server was inattentive, failing to notice when we had finished with our plates for a long time. At one point it was almost 20 minutes before he cleared them away. To be clear, the restaurant wasn't busy at all when we were there. The food wasn't bad, but not worth the price of €55 per person. Water isn't free - whether you want still or sparkling, they charge you for it, which seems deceitful to me because they don't declare that it isn't free on the menu or when you order it. I very strongly believe that there should always be an option for clean free water. There isn't another restaurant option in the hotel, so on the second night we ordered delivery instead. It was much less expensive and much more delicious.

The pool, while very nice and featuring an exceptional grotto and roman bath theme (which was very fun), is not free. It's normal that services and treatments from the spa would not be free, but simply using the only available hotel pool or sauna shouldn't cost €60 per person. I have never before been to a hotel where using the pool cost extra money, nor did I ever think I would. At the very least it should be free to use for hotel guests during the winter months when their outdoor pool is closed. They will remind you that use is included if you book a service or a package, but you might not want a service - or, as in our case, they may be fully booked even if you do want one. We also didn't find the spa staff to be friendly - she was annoyed with us, and made no effort to disguise it.

It was the feeling that they were trying to get more money from guests for very basic amenities, such as drinking water and using the pool, which left a bad impression. It's absurd that those things aren't free.

Otherwise, the hotel is absolutely beautiful. Reception staff were lovely, the room was quiet, the bed was comfortable. The breakfast buffet was one of the best we've ever had, and worth the price. The bar is very unique, with an excellent selection of delicious cocktails, and we enjoyed a good conversation with...

Property is beautiful, facilities at the spa and around the hotel are great. Service does not match. Asked for a massage a week before my stay, they told me they had no appointments available. The surprise when the day of my stay, the reception at the spa tells me “oh the last massage was just booked this morning by our manager”. 😟 when does staff have priority over a guest?! And “this morning” when I called a week early to be told there was nothing available?! Eventually they came to find me and graciously told me they rearranged and I could have a 30 min massage. Ok. In the last 5 min of my massage, as I am fully relaxed and enjoying the treatment, the therapist starts trying to sell the massage oil. What?! This is not the time for a sales pitch, I’ve gotten massages around the world and have never seen this. Actually I really didn’t enjoy the smell of the soap/oil/etc around the hotel, personal preference. Back in the room, there was a candle on the table, it had not been replaced at the start of our stay. I called room service to bring one (it was my birthday and I wanted a candle!) - they never brought it. During checkin the reception desk was confused about how the spa entrance worked, they told us it would be €60/person for the whole stay. But we were there two nights so that was inaccurate information- I guess they’re used to people only staying one night. Cremant was apparently offered when you checked in but it wasn’t offered to us (during regular checkin hour). Outdoor pool says it opens at 8am - I had to hunt down someone to come open it at 1pm. Bathroom had a weird splash of something on the wall. What was it?! All I know is that it shouldn’t have been there, looked like soap maybe? Bed was comfy. Room was tiny from a quality price perspective. Dinner was very good (3 course room service due to Covid), and breakfast was filling, but only one option means if you stay two nights you’re eating the same for breakfast and dinner 2 days in a row. Still a relaxing stay, but staff needs customer service and attention to detail training. Might stay again, but...