“Hotel ignored valid reservation.”

As a representative of the company that booked and prepaid this stay for an employee travelling on a business assignment, I feel obliged to document the facts of this case. Despite holding a valid and fully prepaid reservation, our employee was denied accommodation due to an internal administrative error. Upon arrival shortly after midnight, following a lengthy international train journey, he was informed that the reservation had been cancelled because payment had allegedly not been received. This information was incorrect. The hotel had already collected payment for the reservation and subsequently appears to have processed a duplicate charge. As a result, our employee was left without accommodation in a foreign country and a small town with limited alternatives. No effective verification was undertaken despite the presentation of valid booking documentation, and no assistance was provided in securing alternative accommodation. Administrative errors can occur in any organisation. However, more than three months later, the financial consequences of this error remain unresolved. The hotel has acknowledged its mistake and repeatedly advised that reimbursement would be completed within 6–10 days, yet the refund has still not been received. The initial booking error was regrettable. More concerning has been the failure to resolve an acknowledged mistake promptly and professionally. Based on our experience, we cannot recommend this hotel.

“Transit”

Location was good .

“I stayed with my kids we ate breakfast the place n staff was amazing and we enjoyed every mij of it”

It was great n delicious

The receptionist was so friendly and lovely people

“Not worth staying there because they will make a problem and won't even try to solve it.”

Unfortunately, despite having paid for the whole reservation, the hotel lied to me that the reservation was cancelled because it wasn't paid. They let me go in the middle of the night outside, and no help was given.

It was really modern and classy at the same time! We only stayed for a night but it was really nice! Clean, comfy ! I recommend!!

“classic hotel chain that eventually needs a fresh up”

hotel is at the highway with parking and relatively well priced

“Cozy & comfortable”

Clean & helpful staffs

“outdated and poorly maintained hotel”

Check in and check out were fast

Good clean room

“Good for an overnight stay”

Conveniently situated, solid quiet room Lovely big king sized bed

It was really modern and classy at the same time! We only stayed for a night but it was really nice! Clean, comfy ! I recommend!!

“Location is the only asset!!”

Good location good breakfast

“Enjoyed my stay and felt well rested”

Didn't have breakfast but the food i saw looked nice and the location was fine and in a quiet spot

“Bathroom was very clean, bed was great size, TV was very good and big. But: No air conditioning, only one fan, lighting”

Bathroom was very clean, bed was great size, TV was very good and big.

“great staff ... easy location ... best when it is cool”

Staff were excellent and could not have been more helpful ... very easy to find and convenient for Heerlen and onward travel

Every day the same offer.

“Basic but adequate”

I needed a place to stay for 1 night only. Was quiter basic but was adequate for my needs

“all ok”

good breakfast, but for €17.50 it ***** welll should be.

“Disappointing”

The staff