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All reviewsart deconew winglots of charactersmall streetshopping streetnice hotelgreat showermetro stationconvenient locationlots of shopsshort walkroyal palaceeuropean quarterhotel restaurantby footbusiness hotelthe grand place
The hotel is orginal and charming. I loved the simple rooms with the sink in the room (a throwback to the building's former activities ;) ), and most of all the wallpaper that covered even the television.
The staff were very friendly and helpful.
Stayed in room 105. My husband was bitten by bed bugs, requiring treatment with antibiotics. Let the hotel know & emailed about refund + compensation but ignored, making me think they never treated the problem. Reported to Belgian authorities and having to claim money back...More
Located, at most, five minutes away from Porte de Namur subway and bus station (and within walking distance to the Place Royal), Hotel Le Berger is very easy to recommend to tourists who are eager to visit Brussels.
The bed was confortable, the floor quiet,...More
Having arrived from Paris where we had a not so good hotel experience, Hotel Le Berger was a lovely surprise.
The staff on reception were always pleasant and helpful. We were given clear instructions on where to find our room. We found it through the...More
Hotel is very well located with food stuff and market nearby. Metro station is near by. Rooms are neat and clean. Staff is also very polite and nice. Restaurant is also very good with small open space for dining. Recommended for all types of travelers....More
Response from Benoit T | Property representative |
On 13 june 12:59, our receptionist send you an email to get your coordinate in order to process the refund. The assistant manager send you a second email the same day at 18:13:13 (with the same request). To my... More
On 13 june 12:59, our receptionist send you an email to get your coordinate in order to process the refund. The assistant manager send you a second email the same day at 18:13:13 (with the same request). To my surprise, you apparently did not do it yet.
If your aim was just to get a refund, you should start with this ;-). I, myself, though you would have done it. That's why I assumed we did actually refund you.
On the other hand. If you recall it correctly, our receptionist never denied your request. She said she will see with the manager. Indeed, she is not allowed to make a refund by herself. (Imagine what it would be if our receptionist could refund any guests for any kind of requests/complain... it is normal and sane to add a layer of control to it). But I totally understand that it is frustrating for you not having an immediate answer for your distress. She also made the mistake to send you an email for the refund of the second night (as you cancelled it, it was easier for her to refund it to you...). It was a mistake because you then though it was the only gesture we were ready to make.
We have discussed your case with the general manager of our group and it became clear that we need to empower our staff more in order for them to offer our guests a quicker/better answer to their complain (if any). They need to be better trained as well... We just did not feel it was necessary until now. Thank yo for this.
If I may ask, what do you mean by "we would take no action to rectify this situation...". When an hotel hear bed-bugs, I can assure you that every department take all measure necessary to close the case asap. And one of the first measure is to refund the guest of course. It is just normal... A basic of our industry. It is just common sense for any industry actually.
In the tourism industry, we pretty well know, more than any other industry, the effects of negative review... So we are working very hard to improve our relationship with the guests by providing (we hope so) a better service everyday. It took us 6 months to go from a 7,8/10 to a 8/10 (because the review score is calculate on the last 24 months). And we saw the positive effects on our guest satisfaction and on our reservations.
But one single issue like yours is destroying our efforts. Not because our guests are not happy anymore and all suffering from bed bugs... (Of course not !). But because we see a drop of 30% in our booked booking since your different comments on Google, Tripadvisor, booking,... (As well as a 50% drop in the ranking on bookingcom).
So, if your aim was just to get a refund, I want to let you know that 1) your reviews were not necessary. But as we did not keep your CC date, we are unable to refund automatically. Therefore we asked for your bank details 2) it has sides effects too. Indeed, you were apparently very effective in destroying our online reputation. Letting us know about an issue is one thing (like Maria M said above). Destroying our everyday efforts is another...
So, once again, let me tell you how much we are sorry about this issue you faced. (I am not writing this to "save face". We truly are sorry !).