Monsieur Ernest

The positives were the pleasant common areas, a good breakfast, and the receptionist who listened carefully and was very helpful. Even so, we won't return. We found a bedbug, reported it to management, and they responded by calling an expert. The expert confirmed it was a bedbug but found no others, so management treated the matter as closed. We asked to move rooms and they refused. The room's condition had already disappointed us from arrival: the safe was dismantled with wires exposed, the smoke detector was missing and the bathroom handle was broken. The shower head was damaged and badly sealed, so water leaked out and flooded the floor every time. The pillows smelled strongly of dried urine.

Beautiful hotel near the canal and other places. The customer experience was excellent, and they also have luggage storage.

Bedbugs wrecked our stay. We were meant to spend three nights in a room overlooking the canal, but a large number of bedbugs meant we left after the first night. I was bitten so badly I had an allergic reaction. The receptionist apologized and, given how severe it was, promised a full refund. They confirmed it in writing, but the refund never came.

The room was unbearably hot, with no air conditioning, and the staff weren't especially friendly. Often nobody was at the front desk when we needed help. On our last morning, while I waited in the breakfast area for my husband to bring the car, I overheard a cleaning lady say she'd just seen a rat in the kitchen. A little later another staff member came in, and from what I gathered the rat had been killed. I was horrified, especially given the food preparation area. Breakfast had seemed OK, but after that I wished we hadn't eaten there. The elevator also broke down twice that day, both times trapping us between floors with no warning or explanation and no staff around to help. After checkout I realized I'd left my iPhone charger in the room. I've tried several times to reach Hotel Monsieur Ernest in Brugge by phone and email, but got no response. The whole stay was extremely disappointing, with the rodent concern, poor facilities and lack of customer service. I can't recommend this hotel.