Smartflats Design - Berlaymont

The location was so full that we ended up sleeping on the sofa, after they offered compensation for the first night. We had to make that choice because the apartment wasn't ready: at the 4 PM check-in, cleaning still hadn't been done, and the bedsheets, towels, and apartment were dirty from the previous guests. We called to ask them to bring at least clean sheets so we could sleep, but they said we first had to report what happened and then they'd come back with a solution. By 7 PM, nothing had been sorted, so I had to call again. Their solution was for us to sleep on dirty sheets without towels and wait for cleaners to come in the morning. The cleaners did come the next morning, but I've had bad cleaning experiences before and this was on another level. Before leaving, we asked about the promised refund or compensation. Since we booked through Booking.com, they told us to contact Booking first, then refused to compensate us for any of the problems despite having promised to do so. They hadn't sent an access code for the building either, so we had to call several times to get one. This was literally the biggest nightmare of my life travelling. If you can book somewhere else, don't think twice. With this flat or the Smartflats agency, expect a huge travel frustration and poor service. Very, very bad. You can see the fridge after cleaning in the photo 😅

One room had a smell like something had died in it. There were no bedsheets, cutlery, or glasses, and I had to sleep on a bed without sheets. See the photos of what I slept in. When I called to ask for glasses, they told me my apartment didn't come with glasses or cutlery. One of the worst places I've ever stayed. Avoid it at all costs.

The location was great, and the apartment had potential, but it felt neglected. Several facilities clearly needed maintenance or a deep clean. The cleaning lady was still there after check-in time and nowhere near finished, which was really unpleasant. Overall, a terrible experience.

Customer service didn't respond at first. When they finally got back to us a day later, they still didn't take action on any of the problems. There was no hot water in the bathroom, the toilet wouldn't flush, the Wi-Fi wasn't working, and the stairway had no lights. No hot water was a health concern, and the dark stairs were a safety hazard with a risk of injury. An extremely poor experience.