Smartflats Design - Monnaie

I chose this apartment because I wanted a private place where I could cook my own meals. Instead, I arrived to a filthy mess: used condoms, dirt everywhere, half-smoked cigarettes, empty alcohol bottles, and disgusting fluids I won't describe. It was nothing like what had been advertised or what I expected. I tried to report the condition and get help straight away, but repeated calls to customer service went unanswered. I felt vulnerable, anxious, and deeply uncomfortable in what could have been a dangerous situation. I had to scramble for somewhere else at the last minute, which cost money I hadn't budgeted for and was emotionally exhausting. This whole stay felt like a scam and a complete nightmare. The apartment was deplorable, and customer service might as well not have existed. I strongly advise people to avoid both the property and the platform I booked through. It was a serious breach of trust, and I hope nobody else has to go through this while travelling. This is illegal!

At check-in time, 4 PM, we opened the apartment to find it filthy. There was leftover food, dishes and dirty towels everywhere, and chairs in the shower. The beds and sofa were disgusting, and there were condoms lying around. I can't even find words for it. I don't want to post more photos because they're so gross. The place is promoted for its excellent location, but it seems like nobody has slept there in ages and tourists keep arriving to find the same mess. Smartflats Monnaie isn't replying to our messages. We're waiting to hear from Booking, thankfully the reservation was through them. This place is a scam. Don't book, you'll lose your money and time.

The layout of the apartment was good, and it's in a prime location. The apartments are nice, but the stairs are steep and the lift is tiny, so it isn't suitable for disabled guests. There wasn't enough comfortable seating for the number of people the apartment accommodates. Guests who want to cater for themselves will find very few cleaning products, and there weren't enough pillows when the apartment was full. When we asked for more, the answer was no.

The birthday celebration we planned for my husband with our three kids ended with a broken projector, no refund, and no empathy. Water started dripping from the ceiling near the electricity after the first person took a short shower. Our daughter spotted it. Water was also all over the floor near the audio equipment plugged in, and we had trouble disconnecting everything safely. The projector, which my husband had set up in front of the TV but hadn't used yet, wouldn't turn on afterward. We went downstairs to ask for a refund, at least for the projector damage, and because it felt unsafe to sleep there when the hotel knew about the problem. When we complained, they started lying. They said it would be handled at reception, but later William emailed and initially made it sound like it was our fault. He then said someone had checked the room and found nothing wrong, as though we were overreacting or imagining it. After we objected, he stopped replying. Three weeks later, we got a final email saying specialists had found no problem with the shower or ceiling. No refund, no apology, no help, and our birthday plans were ruined. It's very hard to contact this hotel when something goes wrong. No safety, hospitality, or understanding. The way they treat customers is filthy. They're very nasty people to do business with, a disgrace to Belgian hotels. Brussels has many better places, ones that at least change the bedsheets and don't have rooms that smell funky when you walk in. Very unprofessional and not at all guest friendly. Big, big red flag. I do not recommend this hotel.