De Keyser Hotel

The breakfasts were delicious, and the location was good, but I wouldn't stay here again. The hotel felt very old and cold. We were given a poor quality heater that didn't work, and after a few days we got sick. The air conditioner also didn't work, though its light stayed on at night and made it hard to sleep. The bed and pillows were uncomfortable. At check-in, an employee said breakfast wasn't included and asked us to pay extra, even though we'd already paid for it. It looked like he might have wanted to pocket the money. When we came back the next morning, another employee said it was all fine and breakfast was included.

The room smelled like smoke, and there was no water in it. When I went downstairs to ask if I could buy some, the hotel told me to go to McDonald's because they don't sell water. It was also unbearably hot. The air conditioner was running full blast, but the control panel was locked and it could only be switched on or off at the front desk. There was no middle setting. The room phone wasn't connected, and there wasn't even a useful outlet nearby, so I had to get dressed and go downstairs to explain how hot the room was. The worst hotel experience I've ever had.

The cold made the night miserable. It was -2°C outside and the heating system was broken, while the unit kept setting off a loud alarm every hour. We couldn't sleep at all. When we asked reception for a later checkout so we could rest after that night, she said we'd have to pay extra. The staff showed no concern or willingness to take responsibility. We paid, but got no service in return, and there was no comfort or empathy. I absolutely wouldn't recommend staying here.

The location is very convenient, and I'm grateful the front desk found us a room at short notice after we missed our last train home. But for the price and a 4 star hotel, this was the worst hotel night I've had. The noise was awful. The walls are paper thin, so we heard loud banging from somewhere above us during the night, then doors slamming and people laughing around 5-6am. I couldn't tell if it was staff or guests, but it was far too early for that. The room was like a sauna because the AC didn't work, something other reviews also mention. We couldn't adjust it to cool the room or keep mosquitoes away. Despite the cold, rainy weather, there were lots of mosquitoes, and both my partner and I woke up with painful bites on our faces and bodies. We needed water after being kept awake by the heat and mosquitoes, but there was no mini fridge, vending machine, or bottled water for sale at the hotel. Following the front desk's directions, I walked in the rain at 6am to an off licence, only to find it closed. The desk should know the nearby shops' hours. Already exhausted, I went across to the Leonardo hotel, where the front desk was much more welcoming and sold me water. I regretted not going there first. The whole night was frustrating. A hotel of this rating should let guests get a basic night's sleep. I'd spend my money elsewhere.