We have visited the Hotel Navarra on many occasions throughout the years and I have previously given it a glowing review. When we decided to visit a Christmas market this year our first choice was Bruges, we had visited in May this year staying at the Navarra and so when we booked we had no hesitation as to where we were going to stay. I booked through Superbreaks as previous and contacted the hotel to request the room we had in May, a large room at the front of the hotel overlooking the front of the hotel. When we stayed in May we had requested this room as we had stayed in it previously and after a mix up with the room, which was very quickly resolved we had a lovely stay. This time however was not the case.
I received an email from the hotel saying that they knew which room we had requested and they would try their very best to locate this to us. As I had heard nothing back from them to the contrary I believed that we again would be allocated this large room. We traveled by Eurostar which was lovely although it was a long day as we had caught our first train at 7am and it was now 4pm (3pm English time). When we arrived at the hotel and checked in nothing was mentioned about the room so I was still assuming that we had the requested room. I was given the key and told that the room was on the 2nd floor and given directions, I found this a little odd as I was sure the room was on the first floor. We made our way up to the room and after a lift and up flights of stairs and along corridors I realised that this was not the room I had requested. I decided to carry on and have a look, leaving my husband at the bottom of a flight of stairs with our luggage while I carried on. After another few flights of stairs and more corridors I found the room, it was quite a bit smaller that the room I had requested with 2 small windows instead of the large windows of the requested room.
I went to the reception to explain that this wasn't the room I had requested, the same thing that had happened in May and the receptionist couldn't understand what I meant and after much discussion and my explaining the directions to the room I had requested I was then told that the room I wanted was a family room and that it was reserved for a family coming the next day. I explained that I was not informed and the I was disappointed that this had not been mentioned on our arrival they didn't seem to understand the issue. When I returned to the room we decided that it would have to do, until that is we noticed that the bathroom had a sliding door. I know that some people would have no problem with this and might find us weird however be are both very private and having a sliding door on a bathroom is not acceptable especially for the price we had paid for the room. This is a four star hotel not a budget hostel. We went and explained to the reception and they then tried to find another for us. We were both tired and frankly so fed up and disappointed that the next room they gave us my husband look at and said it was ok, I was not happy with it as the room one in the room and had a sloping ceiling. It was even smaller than the original and the wardrobe was tiny and the hanging rail was only about 3 feet from the floor. Having said that we started to unpack and it was only when I went to put my shower gel on the bath that i realised that the wall the bath was against was sloping also, and that you would have had to either stand against the shower screen or bend sideways whilst taking a shower. We packed up again and went to reception for another room.
Finally we were given a room on the ground floor, past the bar and down more corridors, the temperature difference was quite noticeable. The room was small compared to the requested one with a small bathroom. It had one window looking out to the back of the hotel which let very little light into the room. My husband went to the reception and told them that this would do however I was still not happy, we had paid a lot for this room and as far as I was concerned it was not much better than a Premier Inn.
Although the room was clean the same unfortunately could not be said for the bathroom. At the back of the toilet was a toilet brush and holder attached to the wall and on the tiles by it were specks of something I don't even want to think about, and the toilet brush, when I looked at it (i did not take it out of the holder) had toilet paper on it. I left this until the room had been cleaned the next day to see if is had been cleaned but it had not so I cleaned it off myself with some wet toilet roll. Apart from this the room always appeared clean.
I must also point out, however this is not an issue I have with just this hotel. I cannot understand why hotels fell that it is acceptable not to have any drawer space. Although there was adequate hanging space and shelves, there is nowhere to put underwear and so you have to put them on shelves which is very awkward. I can understand business people not needing drawers if they are only staying overnight but when you are staying for a number of nights I find this a real pain.
I expressed my disappointment of the room to the receptionist on the first night, however being very tired after our long journey, I got upset, to my dismay as I wanted to be to the point and i got very emotional, which i have to say did not seem to bother the receptionist at all. As I pointed out to her and I stick by, we had stayed there on numerous occasions over the years and spent an awful lot of money with them but it will be the last time. We did not give them any more than the minimum and did not drink in the bar during out stay (we normally would have spent over €150 during our stay). I feel like our continued custom with them meant nothing and for our next stay in Bruges we will look for alternative accommodation as loyalty obviously means nothing.
I wish I could say we had a pleasant stay in the hotel but on this occasion we didn't and no matter how many good stays you have the bad ones will always stick in your mind.
I know that there are many happy customers but on this occasion, we weren't.
- Official Description (provided by the hotel):
- Charming, family-run 4-star hotel enjoying a prime location right in the heart of the historical city centre of Bruges, within walking distance (just 100m away) from the Market Square (with its famous Belfry tower), all major attractions and main shopping streets. This elegant 17th-century listed mansion has been fully renovated with great flair and intensive care to detail. All rooms are spotlessly clean and enjoy air conditioning , free wifi, flatscreen satellite television, in-room safe and complimentary coffee & tea making facilities. Also enjoy our delicious buffet breakfast and make free use of our indoor pool, sauna and fitness room. Our private car park is exclusively at the disposal of our guests. Hotel Navarra is renowned for its warm atmosphere! ... more less
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- Also Known As:
- Best Western Bruges
- Bruges Best Western