Jasper W.
The worst part was having a staff member enter our room in the middle of the night without warning or permission. The night watchman asked what we were doing there, apparently because reception had failed to record that we were in room 410. There was no emergency, and that mistake did not give anyone a right to come in. It left us feeling that our privacy had been completely violated and that we were no longer safe. When we complained, the hotel underestimated what had happened and refused to credit the room. They offered a voucher, which we turned down. Emma, Arno, you need customer service training. Before that, the problems had already started. We called while driving to Genk and were told a room was available. Room 210 hadn't been cleaned, so reception moved us to 410. It was freezing, with no central heating, just a portable electric heater. For a hotel at this price, that wasn't acceptable. We left the heaters running while we went to a nearby restaurant because we couldn't see another option, even though it didn't feel safe to do that. It also took an extremely long time for the shower water to get hot. The room was noisy too, and we could easily hear the neighbor's television. The hotel is dated and doesn't meet the standard you'd expect for the price. This was a serious, unacceptable stay that left us feeling insecure. A hotel room should be a private, safe space, and entering without the guest's approval is, in our view, illegal. Don't book here, you'll regret it.
