Hotel Phenix

The beds were clean, breakfast was good and complete, and the staff were very friendly and polite. The hotel was fairly good and clean, but the stay had some problems. We had booked a large room for four, but getting there meant climbing about 20 stairs, which was difficult for my parents because they both have leg pain. The room had a fridge, but the radiators hadn’t been switched on before we arrived, so it was quite cold. After we told staff the heating wasn’t working, they sent someone to fix it. It took several hours, and they gave us an electric heater in the meantime. The bathroom smelled very unpleasant. When we mentioned it, they just sprayed air freshener. These things should have been taken care of before guests arrived, especially at €180 per night. That price really isn’t reasonable for this level of service.

I booked a month in advance, but the hotel cancelled my reservation just 10 minutes before I arrived. It felt dishonest and was completely unacceptable. Their “alternative” cost €120 more. I had only one day in Brussels, and they ruined half of it while I searched for another hotel and spent hours dealing with Booking.com customer service. Absolutely not recommended. This hotel is unprofessional and unreliable. My name is Yousef Babayi M, and the staff can easily verify that I arrived on October 9, 2025.

The “parking” was a rip-off. It wasn’t at the hotel at all, but at a supermarket car park 100 meters away. They charged €15 and said parking on the street cost more, when it was actually free. I paid €80 plus €15 for parking and left feeling ripped off. There are far better options at that price. The evening receptionist had terrible manners and no professionalism. Don’t book directly with the hotel, book online, because they make up prices, don’t give receipts, and overcharge. The hotel is on a street with cars going by all day and especially all night, so it’s impossible to sleep even with the windows shut. There’s no air conditioning, the bathrooms are old and dirty, and the place is poorly maintained and run down. First and last time.

The first awful thing we discovered was that sleep was impossible, even with the windows closed. It was unbelievably loud outside, with no chance of a proper night’s rest. Worse, the hotel was infested with bedbugs. We were bitten repeatedly, and the marks became swollen, inflamed, and unbearably itchy. We had to seek medical help and were prescribed antibiotics. We had booked two nights. After spotting bedbugs just after 2:00 a.m., we left the room immediately, already covered in bites. We spent the rest of the night at reception trying to reach the so-called manager and Booking.com and get a refund. The manager finally appeared in the morning and promised a full refund within a few days, admitting the hotel was in completely unacceptable condition and could easily cause health problems. But after that agreement, the Phenix Hotel stopped answering calls and emails. We had to claim our money back through our bank, and the investigation is still ongoing. Even worse, hotel management and Booking.com argued with the bank and lied to them too. The management team are scammers and liars. If this hotel could be wiped off the face of the Earth, that would be the best way to protect people from being scammed and let down by this place that calls itself a hotel. Stay away from this scammer like the Phenix Hotel. Save your health, money, time, and nerves.