We had a lovely room on the top floor overlooking the canal. Although the room was quite small (it was the largest one on the floor) and had a closet-style bathroom, it was well-appointed. The breakfast was quite expensive for 18 euros but offered a good selection of items. The community areas downstairs were comfortable and the staff rather accomodating given that a group of Russian visitors took over one of the large dining-style tables ALL DAY, dining on eggs and food that they'd apparently brought either with them or were cooking in their rooms. Regardless, we would have given the hotel 4-5 stars except for a rather unpleasant incident that occurred late in our stay.
One morning at 9:30 just as we were leaving to go downstairs for breakfast, one of the guests appeared, dressed only in his underpants with a large hairy belly hanging out, and complained that we were making too much noise, telling us that he couldn't sleep. Let me first say that we are extremely quiet people and are always aware and respectful of those around us. Apparently, his room was directly below us and he was trying to sleep in. The only noise that might have occurred that morning was our walking in stockinged feet, getting ready for the day. We'd fly around the room if we could. After reading other TA reviews, it appears that noises are carried down to guests below and others have been accused of similar behavior.
On the way out that day, the gentleman at the front desk mentioned the complaint that the other guest had apparently made to him and told us that the he should not have bothered us. He did not accuse us or question us in any way and handled it professionally.
The following morning, we had to leave early for a flight home, so we packed the night before and did everything in our power to reduce noise. Just as we were walking out the door, the night staff person showed up at our door and in a rather accusatory tone, told us he had gotten a complaint and came up "to find out what was going on." It was clear that we were leaving but he wanted us to know that this guest had complained before too. I told him that I felt as though he were laying the blame on us and he said no, he repeated that he was just trying to find out what was going on up here - it still felt like he thought we were at fault. I told him that he should look at the TA reviews, as there were other complaints of this nature and clearly it was an issue with the hotel (poor sound insulation or such) and not a problem caused by the guests. He dismissed this. When I asked him if he was a manager, rather than tell us no, he said very rudely that he wouldn't be working at night if he were a manager. We thought that he handled this situation poorly and unprofessionally.
In the future, the staff should investigate complaints by either listening from the room of the complainer and determining whether the noise is beyond reasonable or stand in the hallway outside of the door of the accused. The walls in this hotel are very thin and we listened to our neighbors' televisions constantly.
Finally, twice we asked for recommendations for gourmet places to dine and both times the staff seemed perplexed and sent us off to restaurants that were very touristy (menu translated into a hundred languages) and not reviewed well on the internet. When we asked specifically for Michelin restaurants the staff could not direct us to any, even the Bib Gourmand would have been fine.
I don't know if we'll return to this hotel mainly because of the rude night manager. In my mind, he should be trained or fired. He is definitely a liability to this hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC