I stayed at this place (which is actually Hilton Garden Inn) for almost 5 weeks and the stay was quite nice at the beginning despite some minor issues (e.g. lack of kitchen utensils & basic ingredients as advertised in the profile). But the last few days before checking out were a total communication nightmare.
The housekeeping staff took my Ralph Lauren bath towel/body sheet "by mistake" during the weekly cleaning and I have been asking the front desk more than 4 times since then. During the first and second conversations, different employees came back to me saying that “We have to contact the external cleaning company and wait for their feedback”, which I understood but was a bit frustrated.
One day before I checked out, I came to the front desk again, despite I have to work during the day, I spoke with some trainees (who still need A LOT OF professional training) and after insisting, I had the chance to talk with the front manager, Melissa Garcia, whose response was rude and disrespectful as she first was trying to blame the external cleaning company (which HGI has a contract with), and then she was trying to plant this responsibility on me, saying that it's not their fault that I lost a white bath towel. The worst is that they were not willing to help me at all in terms of getting me a new towel or compensating me so that I could get a new one.
I travel a lot for business and personal reasons, have stayed in big-name chain hotels, boutique hotels, and Airbnb in more than 20 countries, and I rarely complain simply because there is no need to. Unfortunately, this has been the worst experience ever. I feel obligated to convey that I feel that HGI Brussels is neither meeting the Hilton standards nor the Airbnb standards.
Pros: spacious & well-decorated room, comfortable bed, gym-equipped
Cons: poor cleaning service, bad soundproofing room, very rude staff, double standards of services between hotel customers & Airbnb customers