Heirloom Hotels - the Librarian

天氣那麼冷，入住洗澡都是冷水，房間WiFi密碼也沒有，空調製熱也不給力

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.

The room is spacious and equipped with TV and Dolce Gusto machine. The bed was large and pleasant. Plenty of towels and spacious bathroom, but the rubber shower is not really clean. Terrace was dirty and cigarette butts were in a corner.

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

If you look at most of the good reviews on Google, it's strange that so many praise the staff - in a hotel that doesn't have one! And the reviews sound so similar. You wonder if these are bought reviews, because once you've been there everything turns out differently: We stayed at The Librarian for one night. On the booking website, someone asked if breakfast was included, and the answer was yes and it was included. That's why we booked. We arrived at 9 p.m., the hallway was full of laundry bags. The motion detector in the otherwise dark corridor only works from bottom to top. To go out, it only turns on when you have already groped your way down the narrow stairs. The idea of ​​trying a hotel without staff is nice. But when the first impression is this: the walls are scuffed and the hallway is full of dirty laundry, dark and everything is anonymous, what is clearly missing is the person. In addition, the shock when entering the room: there is a bed with oversized pillows, that's all ok, who needs it. Otherwise: no chair, table or armchair, just two small hooks for hanging a small towel. The room has extremely little space. There is a shower and toilet, each with a sliding door, when one is used the other part slides shut. It is not possible to use both when occupied by two people. The motion detectors in the shower or toilet go out after 5 seconds. This gives a nice light-on-and-off flicker, especially when one needs to go to the bathroom at night…. The plaster is flaking off everywhere, the seals are moldy or torn off, and there are disgusting deposits around the ventilation system. This looks really completely different from the photos on the website. And now for breakfast: in the morning we asked via WhatsApp where we would find the breakfast room. They said the hotel didn't offer one. After a short back and forth, the person responsible said that he should probably have the comment deleted on booking. Yes, that would be a really good idea! She is still there. Financial compensation for the lack of breakfast was refused. Our recommendation after this experience: stay away from this hotel! It's not worth the money! And sometimes good service needs people.

€105.60 for a room like this is more than overrated. Already when you manage to open the door after 3 tries, you are surprised by the smell of humidity that reigns inside (hotel open since 2020 apparently). Then you climb a staircase obviously ruined by an amateur painter, because it is stained with paint stains (no no, it's not art). You arrive in front of your room and there, the smell is replaced by the smell of cigarettes (although the hotel is advertised as non-smoking). Once inside, not even a hook to hang your coat. A few hangers in a cupboard with dishes underneath and an anti-mosquito socket. Hygienic! Without having to put on glasses, you see directly that the cleaning fairy is an unknown concept: the toilet floor is particularly dirty (urine stains it seems to us), hair and hair, the toilet paper roll at the end of its life . There you decide to take "an inventory" and you look everywhere, including under the bed....misery....you open the fridge and boom, an unwashed stain...you look up at the mouth of ventilation and uh what are these black spots? fortunately at first glance, the bed looks clean and is comfortable otherwise you would run away....you decide to take a shower and there, no more soap in the dispenser....damn... ..you are really unlucky! once you go out, you want to turn on the TV..... after having tried everything and without being technically and computer-savvy, you have to give up in front of the "no signal".... the night will then be punctuated by the noises of door slams, chatter, etc. since soundproofing was not included in the program...the quote was more expensive and therefore the profit was lower....so it was a one shot because sleeping in another this establishment which I describe as very mediocre (not that option in the proposals and "horrible" is a tad too strong) would be tantamount to showing masochism. This is the third time we have tried a hotel without reception and it will be the last because it is definitely a disaster every time. Long live receptionists in the flesh!