“The worst customer service I have ever encountered”

This has been the worst customer service experience I have ever encountered with a hotel. Following our stay, the hotel incorrectly charged my card multiple times, resulting in over €1,000 being withheld from my account. Although some of these charges were eventually refunded, the delays caused significant financial hardship, including a missed credit card repayment and considerable stress, all through no fault of my own. A further charge of €233.20 remains in dispute. The hotel claims we occupied the room after checkout, which is simply untrue. I have provided evidence supporting our whereabouts and onward travel, yet the hotel continues to withhold my money without providing any documentary evidence to support its own position. What has been most shocking is the complete lack of customer service. I spent weeks chasing responses, was promised callbacks that never happened, received contradictory information from different staff members, and repeatedly had to explain the situation from the beginning because departments were clearly not communicating with one another. At one stage, a senior member of staff even emailed me believing I was contacting them about an entirely different issue that had already been resolved. The handling of this matter has been disorganised, dismissive, and unnecessarily stressful from start to finish. Based on my experience, I would strongly advise others not to stay at this hotel. No guest should have to spend weeks trying to recover their own money while being met with such poor communication and customer service

Nice place overall

Gym was mega Rooms where modern and quirky

“Very noisy music till the early hours of the morning. Unable to sleep. Cannot recommend to anyone.”

The Mix advertises long sleeps and restful stays. On the second night there was a loud music to 1am.

“It was amazing stay, I will recommend this hotel”

Everything

“i never stayed there”

nothing

“The perfect balance!”

Clean, quiet and nice social elements Helpful staff Easy check in / check out Lovely room

Everything very peacefull

“To strict”

Wellness center

“Fun, comfortable and so cool”

Amazing location, nicely designed room with optimised space, great comfy bed, great view, shower nice and spacious, fridge filled with alternative and healthy drinks and snacks, lots of fun little wellbeing gadgets to buy in the room, yoga mat and foam roller to use, the gym one of the best I have ever seen, beautiful outdoor pool and spa, great co-working space and lots of restaurants to choose from. And all of that for a reasonable price, wish I had to be in that area of Brussels more often

“Fantastic architecture and amazing sports facilities”

Fantastic architecture. Very comfortable and modern rooms. Absolutely fantastic gym, spa and pool. Food also excellent. Enjoyed the breakfast and the food court on ground floor.

Asked on arrival what time check out was - told noon. I asked for extension til 12.30 for an interview which might run over. He said no problem. Next morning staff told me not allowed - check out was 11am and I had to pay extra after staff member night before had told me it was no issue. No manager on site to talk to.

“Nice”

The fitness

“Unusual hotel with good facilities”

Spa, food court downstairs

Calm part town but with hype. Great interior design.

“Relaxing day”

Amazing architecture and room decoration. Delicious breakfast. Free overnight street parking after 6pm

The front desk staff was not too friendly nor accommodating.

Spacious compound, great environment. Easy to access main roads and green parks

“Disappointing Return Visit with Cleanliness Issues and Late Check-In”

We recently stayed at Mix Brussels for the second time. We were genuinely happy to be back, as our first visit was a great experience. However, this time felt a bit disappointing. After what seemed like a busy weekend, it felt like the rooms were cleaned in a rush. The overall cleanliness didn’t match the standard we experienced during our first stay. We understand that carpets can make a room feel cozy, but when they’re not properly maintained, they actually make the space feel less comfortable. Another issue was the check-in time. A 4 PM check-in feels quite excessive. We understand that late check-outs may impact this, but it shouldn’t mean guests are left waiting until 4 PM—it feels a bit unreasonable. We still appreciate the hotel and its atmosphere, but we hope these points can be improved for future stays.

“My stay was amazing really got to relax”

The room was gorgeous and the staff was amazing. The facilities were great