Heirloom Hotels - the Librarian

Haben im kommenden Monat ein Zimmer gebucht und müssen leider umbuchen, aber diese Herberge reagiert auf keine Email, obwohl wir sie 3x angeschrieben haben! Dieses Verhalten deckt sich mit vielen anderen Rezensionen! Es ist sicher besser, dass wir eine Alternative buchen.

A lot goes wrong in this hotel chain. The photos of the rooms were taken a few years ago, it really looks very different in real life: very cold and much is already broken/damaged. In addition, the hotel does not respond to complaints, but after half a week of 'nagging' (extensive and neat communication) you finally receive a message (from the General Manager, of all people) WITHOUT apologies, but with a request to come back another time, then they could Let's see if they could provide a discount. Below is a summary: - Dirty bed, mold in the sheets (see photos) - Broken tap, unusable so no sink during the stay (see photos) - Broken luggage rack placed in the corner of the room, as if someone is going to use it or someone that will eventually be cleaned up (see photos) - A mosquito plague in the room, all walls (toilet, sleeping area) were covered in blood stains. So be careful! Mosquitoes can transmit dangerous diseases. Besides, you can't sleep with a dozen mosquitoes buzzing above your head. - Light sensors broken (put Heirloom's number in your phone, when you return from dinner you have to call the technical service so that they can completely turn off the switch in the meter cupboard) So don't forget to take a flashlight with you, because you have to shower in the morning / to the toilet in the dark. (I will not share the photo, the employee is recognizable in the picture) - In the shower, also be careful! The bottom of the shower holder (a kind of hood) fell off. If it lands on the feet you will have a cut. (No photo of) All in all, for Heirloom there is no reason for extensive apologies and a suitable solution. Plenty of other nice hotels in Ghent, so better skip this one! Below is an overview of the actual communication: 1) Night of October 14-15: report about various defects in the room - NO response 2) October 15: email with extensive communication about the stay - NO response 3) October 19: Follow-up to previous email, still NO response 4) October 19: Heirloom response, they will inquire 5) October 19: thank you kindly for the feedback, pending 6) October 22: Still NO response received, emailed again 7) October 23: iMessage heirloom, they will inquire 8) October 24: Heirloom General Manager's response, NO excuses, come back sometime for a discount 9) October 24: Feedback given about the ridiculous state of affairs Current situation: NOTHING