Hilton Brussels Grand Place

Stayed for 10 nights to explore Belgium Very impressed with the hotel staff by the name of Mr. Ferit. He provides five star services and made the guests in the lounge so welcome and pampered. Excellent service- Ferit. Keep it up! Also compliment to Front Office Manager- Miss Sara who was efficient and helpful to respond to issues. Thank you very much. Do note that there are also two nearby hotels that seem to be in good location ie. Novotel and NH hotel with all the eateries nearby.

I want to start this review by saying the gents at the front desk, Ismael and Alain, were at the top of their game trying to provide the best service possible. They were fantastic. The servers at the hotel breakfast buffet were very warm and inviting. Unfortunately, however, the building and amenities were not of the same quality as those individuals. If I were to rate their service, they would each get 5*. Problems: No one responded to chats made over the app for several attempts during my stay. First front desk person when I checked in lied about no upgrades being available, telling me they were “full, full”. I know this because when I came to them to explain the problems with my first room, they upgraded me immediately to a junior suite. Even if they hadn’t, I could verify on the app they were not, indeed, full. For clarity, I’m a Diamond member and therefore eligible for the upgrade. . Problems with first room (which caused me to change): Broken hair dryer Low battery warning in safe Bad Shower pressure Broken shower heads Problems with both rooms: Wrong toiletries in different parts of bathroom (hand wash and lotion in bathtub, and not shower gel, shampoo, or conditioner). Problem with hotel technology: The front desk was kind and granted me a late checkout. When I returned before the late checkout time, my key had already been deactivated. The front desk tried to reactivate it and it still didn’t work, but luckily there was a cleaning lady available to let me in so I could pack and head out. Next time, I’d be sure to go to a Marriott property, unfortunately.

We stayed two nights. Room was OK for a quick stay as there was limited storage. It is in a good location for the central part of the city. It is easy to walk to the main historic and shopping area. Our room was close to the Fitness room and we were disturbed when the doors opened and closed. We also used it and it had limited machines but OK for weights. There were 2 running machines, 1 cross trainer, 1 upright bike and 1 reclining bike. It is 24 hours with your room card to access it. We also had Lounge access. This was a very small area. Coffee machine good but the same food was served (apart from a couple of cold items) both nights which we thought was unacceptable. Happy hour was from 5pm to 7pm and there is a limited choice of drinks. Not much wine was put out. As far as our room was concerned we were shocked that as we were changing in the afternoon housekeeping tried to walk in without knocking. They had failed to complete the room. As far as comfort was concerned it wasn’t as good as some Hilton’s. I didn’t get a good sleep as bed was medium to firm comfort.

This hotel needs a retraining of the staffs or strategical changes due to lack of respect and benefits for Diamond guests. I’m long time Diamond but…….they give me a key with no upgrade, no access to lounge, no bathrobes, no slippers. Are we in Hampton or Garden inn ? At least: after my claiming they give me a access to lounge or slippers….

Expected far more from this Hilton given the price, location and grand building. Unfortunately only the service in the Exec lounge was up to expectations - the Turkish colleague was a great advert for the brand. Negatives: Room not ready at 3pm as promised, took another 45 mins Executive lounge needed a good clean and vacuum Letting people sleep mid afternoon in the lounge on a sofa with their shoes on is inexcusable yet deemed fine by staff No Diamond recognition on arrival -eg no water, no welcome letter/ hotel guide Room upgrade nice but room missing any bathroom amenities & flannels Breakfast fine but not a patch on the Hilton in Antwerp Overall I think the management team here need a trip to Hilton Antwerp and take a look in the mirror vs their own standards.