Hilton Brussels Grand Place

We booked and prepaid 9 king junior suites. At check in 4 of them had been downgraded. The hotel offered no notice before check in, no solution at all and no compensation before it was escalated to a manager. Even then the compensation was not really matching the events. Still waiting for the small refund based on the lower rate, which I don’t consider a compensation since we of course should not pay for a suite when getting a normal guestroom

1st Visit to Brussels. Hilton Grand is located outside of Brussels Central Station. Hotel was a great spot for our home base. Hotel was clean, staff was friendly and helpful, food and drinks were grand. Hotel was convenient to many of the site seeing in the area with plenty of restaurant and drink locations near by. We walked everywhere! Recommend this location for those wanting to be close to the action but not in the action. I ate some of the largest mussels I have ever seen and they were amazing! Be sure to try the "real" Belgium waffles! Chocolate is a must :)

When booking the hotel which, I have to say is to a very high standard as well as being very centrally located. When booking the hotel as a silver member I’m prompted to book breakfast which, as stated on the hotel menu includes all types of eggs including Omelette. When I arrived at breakfast I was told Omelette are not included despite the menu being waved in front of me stating that it does. Instead I was told it’s a l’carte only and I need to pay for it. This makes no sense a the female waitress was extremely rude to me. After I asked the questions which, she refused to accept the answer to. Preceded to speak about me repeating herself in French to her colleagues. I find this extremely disrespect that she might assume I don’t speak French or understand it. This certainly isn’t the best start to my time here in Brussels and still makes no sense to me.

Fifth time in this hotel mainly due to its great location. Right across Central Station and within minutes walk to all the sights in Brussels. Rooms are very spacious yet they need some refresh as they look tired and dated. Hotel has a nice lobby, small but convenient lounge, good breakfast and overall it is a pleasant stay.

Awful hotel. booked into this hotel for new year. On our first night found ourselves standing outside in the cold with a baby due to the fire alarm going off. There were people smoking in their bedrooms on the 4th floor. Despite me telling members of staff this multiple times, i was argued with continuously told there was ‘no situation’ and everything was fine. The night manager is absolutely appalling! Everybody was sent back to their rooms due to everything being ‘safe and nothing to worry about’ despite the police turning up and also 5+ firemen and the fire alarm still continuously blaring! Had there been a real fire all these people would have ignored the fire alarm as they were told they all had nothing to worry about, and stayed in their beds which could then potentially have been fatal. Upon complaining to member of staff that I was unhappy with my room due to having a baby and the smell of smoke being that strong, I was offered to change room - to the room next door where the smell of smoke was also extremely strong!!! Considering this is a nonsmoking hotel I find it absolutely disgusting that no action was taken, because when we went to pack our bags to leave the hotel (due to the disgusting manner of the night manager) the room in which the people were smoking in just had the windows and doors open to fumigate the room!! The night manager continuously argued with me telling me nobody had been smoking despite the actual occupants of the room admitting to it in the reception area where we were all waiting. Your night manager is absolutely appalling and to have the job title of manager is shocking in itself! The only positive i can take away is the young man with dark hair who worked behind the desk (i didn’t catch his name) he was exceptional with explaining what was going on, helping us to our taxis with all of our luggage and he couldn’t have been more apologetic despite catching a hard time from his colleagues. The way the whole situation was handled and to be told by the night manager i was lying about people smoking in their rooms so he couldn’t lie and cover it up is absolutely disgusting. The occupants of the room admitted to it so to call me a bare faced liar infront of other guests was ridiculous!! I strongly advise you speak with this so called manager as i’m sure you will have received multiple complaints about him from that evening, and i would seriously consider his job role as i’m sure this is not the first complaints you will have had about him as his attitude and mannerism is utterly disgusting.