Kruisherenhotel Maastricht — Hotel in Maastricht

The rodents / mouse running around, the unventilated rooms and the non caring staff made this one big terrible stay which had to be something unique with my wife during a business trip.

The first evening we had some drinks at the bar and there were several rodents (mice) running around. On the floor but also the couches where they went between the cushions. The staff was just being funny about it and said this was going on for years. How can this be funny? Its unhealthy, unhygienic and just bad for health and wellbeing. This cannot be accepted for 5 star hotel, not any hotel for that matter. Attached photos and video. Terrible start of the stay but it gets worse.

Then the room. The first night we almost had no sleep as there was simply as good as no ventilation available. We woke up feeling terrible. One thing a hotel must offer is a good night of sleep. These overpriced 20m2 cozy monastery rooms do not offer that. We got offered another room the next day late evening (10pm) but decided not to change as we opened the window all day long. With outside weather this worked but this is not a solution in winter or summer of course.

The breakfast was good but way overpriced which is allright if for example pankcakes or poached eggs are included but no they are extra. I later learned after talking with management that both downstairs area and upstairs breakfast / dinner area are each day additional cleaned because of the rodents / mice running around. If I had known before I would not have taken breakfast in this unhygienic room.

In their advertising it says rooms are ultra modern. See the photos. Nothing is modern about it. The room is NOT design.

In conclusion I cannot recommend staying here. The mice investation seems to be normal. The overpriced uncomfortable unventilated rooms should be avoided. The staff is not caring at all and sees guests just as a quick customer. You do not feel a guest here. With over 150 nights a year in hotels this is for sure the worsed stay ever.

One remark: the location and the building itself is perfect. But do park nearby for just 20%...

I highly recommend the Kruisherenhotel. Two highlights: (1) The main building is a former church - exciting architecture and atmosphere. (2) I especially like the excellent team at the reception and checkout. I have never experienced a friendlier, more attentive, warm and customer-centered reception team than at the Kruisherenhotel. Each of the other hotel guests confirmed this perception to me.

Smaller potential for improvement: (1) Cars suffer from bird droppings right in front of the building - very annoying (2) No 24-hour access to a fitness room directly in the hotel - a pity, because for some hotel guests it is very important to do sports and the reason is to choose another hotel (3) A part of the breakfast staff seems to work differently than the reception staff - they appear a bit cooler, less customer-centric and more distracted - still really great, but somehow there is a discrepancy from the customer's point of view (don't know why) (4) Breakfast selection is minimal without big highlights and variety - if you order something from the menu you never know exactly how long it will take (proactive feedback would be great - I don't want to ask how long it will take) (5) There used to be a vending machine for freshly squeezed orange juice - it was abolished (too bad) (6) Unfortunately, rooms do not always have a large desk - but changing rooms is possible without any problems (7) There are no alternatives to the choice of shampoo, shower gel, and co. (currently, there are great products, but they are extremely perfumed) - I am not aware of any alternatives, or I have not been asked proactively (8) Some rooms have as a main door glass doors (very uncomfortable as the light from the hallway enters the room) (9) Technical problems around Bonvoy points are annoying - I was also not offered as apology any additional points (10) The check-out process takes a relatively long time (especially if you have been to the hotel several times, it may seem like a long time) (11) Replies to e-mails to the hotel...

The bones of this hotel are stunning. The location is also great. The service is absolutely top notch. Also, the morning breakfast was good, albeit 30€ per person, and the in-room toiletries were good quality. There was a Nespresso machine in the room with coffee and tea, as well as some nice chocolates.

That said, the interior designer for this hotel who picked out the furnishings needs to understand that good design also needs to include comfort. It is as if the interior designer only wanted their target audience to be 21-30 year olds. However, at 350-400€ a night, the hotel should consider that maybe some older people, like myself, may want comfort as well as design.

For example, all the sofas were too low. The chairs were these post-modern plastic and resin styles that were trying way too hard to be cool with zero effort to be comfortable.

Another example, the ceiling light fixtures looked like large flying saucers that literally blocked some the original ceiling. The original ceiling is one of the best parts of the hotel.

A third example, my room had 3 different glass doors. Each glass door was clumsy and noisy. The bathtub was painfully long and narrow, suited only to bathe a gazelle. There was also a wooden door in the room that led to nowhere, literally. Opening it only triggered a single song to play repeatedly until the door was closed. (No, I’m not kidding.)

My last example, the bed. Despite having a pillow menu, which was nice, the bed itself was too soft and too low to the ground. The bed linens were good quality.

In the future, I’m less likely to stay at this hotel and more likely to stop by for a drink or a coffee in the bar, which had banquettes that were one of the few comfortable places to sit.

I really wanted to love this hotel. However, for all the aforementioned reasons, I...