Bastion Hotel Arnhem

I booked this hotel through Booking in February (8 months before I was due to travel) ready for a weekend in September, as I knew the weekend I was going to Arnhem would be extremely busy. I was in Arnhem to commemorate 80 years since Operation Market Garden, where Paratroopers parachuted into action in WW2. As a veteran Paratrooper in my50’s, with over 33 years service, I attended with my elder brother, who is also a veteran Paratrooper, and unfortunately has disabilities. I contacted the hotel 5 days before we were due to arrive and paid for the hotel directly in full through the hotels booking app. I received an email to say the hotel was paid for and was sent a reference number to present when we arrived at the hotel. We arrived at the hotel at around 2pm, in very high spirits after bumping into many other veterans we knew from our serving days. I approached the desk and gave the hotel receptionist my name and booking number, for him to look at me and say “sorry but your booking has been cancelled”. I ask him to check again as I had paid the hotel direct and had a receipt to say the room is booked, paid for and confirmed. He then turned slightly rude to inform me that he cannot tell me why the room is cancelled, but it has been and they have no other rooms, so we must leave. Again,I asked him to double check if they had anything as my brother was tired and feeling tired from the walk from the train station.. he was very dismissive and told us it is pointless looking as he knows they are full and they have no rooms. I was slightly at a loss of what to do as this is my 13th time in Arnhem and have never experienced anything like this before. We were very lucky as another (currently serving) Paratroopers heard what had happened and approached us to explain that he had 2 rooms booked but 2 of his party had not made the weekend, so he had a spare room we could have. I was absolutely gutted about our treatment by the hotel, but more gutted with the reaction of the receptionist who did not care at all that the hotel had totally let us down and soured our weekend. It was such a pity as the hotel is a lovey hotel, close to everything we wanted to visit (John Frost Bridge etc) and close to Arnhem square for meals and refreshments on an evening. I would stay at this hotel in the future, but because of the experience we encountered I don’t know if I could trust it.

Before checking-in to the hotel I enquired at Reception regarding secure storage for my bicycle and that of my grandson. I was told; “They will be okay in our basement car park”. We left our bikes in the basement car park locked together with an Abus heavy-duty 1.8Kg D-lock. When we went to collect our bikes the following morning they had been stolen! This, despite the Bastion Hotel’s alleged security procedures as follows: • 24-hour front-desk/reception. • Entry to the car park is controlled by reception. • The door to the car park can only be opened by hotel staff. • The car park has 7 security cameras The hotel did offer us a free breakfast which we were too traumatised to enjoy. Emails to the hotel and Bastion Head Office have gone unanswered.

We had a lovely stay. The staff were very welcoming. The assistant manager Prosha really looked after us. The rooms were spotlessly clean and the beds were comfortable the restaurant staff were very accommodating. Frederique looked after us well. The food was really good. I would highly recommend.

Most incompetent, rude, arrogant receptionist who takes pleasure in causing distress to customers. Worst experience in my entire life. The receptionist have absolutely no hospitality skills and should absolutely not work in this business or any client facing business. If this is not enough, please note that they will “fix” your issues in giving you free breakfast, a disgusting poor quality breakfast. Not good enough The rooms were filthy, no water in the fridge, clear sign of usage - not reflecting its 4 stars at all.