ibis Brussels Waterloo 3 stars

Dear Ife, We are aware of your recent review regarding your stays at our hotel, and we would like to take this opportunity to clarify a few key points. First and foremost, our check-in policy is standard for all guests, without exception. As clearly communicated at the time of booking and upon arrival, all guests are required to provide either full payment or a credit card pre-authorization upon check-in. This policy applies equally to our most loyal guests, including Accor members, and is not unique to your case. Despite multiple visits to our hotel, you have neither opted to become a member nor can be considered a regular guest in our records. On a previous stay, you explicitly refused to make payment at check-in. As per our policy, a pre-authorization was taken to secure the amount due. Unfortunately, you then departed without settling your bill. Consequently, the pre-authorization was retained to cover the outstanding balance. This is a standard hotel industry procedure to prevent non-payment situations. Later, when you requested the cancellation of the pre-authorization, it was explained that this could only be done in person and with the original card used. You subsequently returned to the hotel to complete payment with a different card, which was processed accordingly. Regarding your claims of staff behavior, we strongly refute any allegations of unprofessional conduct from our team. Our front desk agents consistently strive to provide a courteous and professional service, even in the face of difficult situations. It is worth noting that the receptionists involved in your last check-in made every effort to explain the hotel’s policies in a calm and professional manner, despite facing repeated hostility. Furthermore, your assertion that you have had issues with the same two staff members on multiple occasions is inaccurate, as one of them had never interacted with you before. In fact, during your last check-in, you yourself stated to one of our receptionists: "You are new, I have never seen you before, and you don’t know anything. I want to speak to the manager." The receptionist, as per your request, went to get the actual manager—not a self-proclaimed one, as you have incorrectly stated. Additionally, your behavior towards our staff during your stays has been consistently unacceptable. On multiple occasions, you have shouted at and disrespected our employees, pointed fingers aggressively at them, and refused to engage in a respectful dialogue. This kind of conduct is not tolerated in our establishment. Our team members deserve to work in an environment free from intimidation and hostility. Despite their professionalism and repeated attempts to assist you, your interactions have been marked by hostility and unwarranted aggression. We take the comfort and well-being of both our guests and employees very seriously and cannot allow such behavior to continue. We wish you all the best in your future travels. Regards, Antoine Steyt, General Manager

Dear Carine, Thank you very much for your kind review. We are thrilled to hear that your stay at ibis Brussels Waterloo was enjoyable. We are pleased that you appreciated the convenience of our location, with Chaussee de Bruxelles and a variety of shopping options just a stone's throw away. It's wonderful to know that our friendly staff contributed positively to your experience, and we take pride in being ideally situated for our guests to explore local amenities and attractions. It would be a pleasure to welcome you back. Best wishes, Antoine Steyt, General Manager

Dear Nicholasderry Yahoo, Thank you very much for this kind review of your recent stay. We are truly delighted that your stay at ibis Brussels Waterloo was marked by a serene and immaculate room environment, complemented by the warm welcome of our reception staff. It pleases us immensely to hear that you found our check-in process to be efficient and that you felt the economic value offered aligns with your expectations. We are also glad to note your appreciation for our diligent staff and your recognition as a valued ALL member. We look forward to seeing you again soon. Best regards, Antoine Steyt, General Manager

Dear Mr. K., Thank you for taking the time to share your feedback. We regret to hear that your stay did not live up to your expectations. We take great pride in maintaining the highest standards of cleanliness and are surprised to hear you found your room not reflecting this; please accept our sincerest apologies. Our hotel strives to provide a welcoming atmosphere. Furthermore, we understand that the value for money is very important and it seems we have missed the mark in this area. Our breakfast buffet is designed to cater to various tastes and includes a wide assortment of items, which leads to it being priced as such. However, we do offer a more cost-effective coffee-croissant option as well. Your feedback is invaluable in our improvement process and we truly appreciate the time you took to outline your concerns. We look forward to the chance to welcome you again for a more satisfying experience. Kind regards, Antoine Steyt, General Manager

Dear Leman, We would like to thank you for this review about your recent experience in our hotel. We are delighted that you appreciated being accommodated on the parking side as per your request, ensuring a tranquil environment. It is great that our hotel's location met your expectations, ideally situated in the city center of Waterloo and close to various attractions and transport links. The entire team really hope we can welcome you back on a future occasion. Kindest regards, Antoine Steyt, General Manager