Holiday Inn Brussels Schuman by IHG♡

Guest review

8.0

Hotel in god location

Guest review

10.0

Location amazing

Great Location for the Price

8.0

Decent Hotel for the price. It is in a nice location near the metro station (3-minute walk) and the European Union (3-minute walk). They have only 6 parking spots, so don't be fooled by the statement "parking available". I got there around 4 pm, and all parking spots were taken. I had to park on the street. The street parking app would not let me sign up with USA phone number. Only European phone numbers can be used. But the receptionist helped me to purchase a pass from the street parking machine (which was in the native language and I was not able to navigate). As I am an IHG member, I requested late checkout. They said they entered, but the next day, when I went to my room, the keys did not work. The new receptionist said that it was not entered in the system.

Hotel needs a lot of changes...

6.0

I returned to this hotel after nine years since my last stay. The check-in process was very smooth - quick, friendly, and hassle-free. At first, this gave me hope for a pleasant stay. Unfortunately, I soon realized that nothing had really changed in the hotel over the years. No renovations or even minor refurbishments had been carried out, and the place clearly needs both investment in infrastructure and better management. I stayed for two nights. The first problem appeared right after booking - exactly the same issue I had nine years ago. As a Platinum member of IHG, I once again had to ask for any benefits at all. At first, I was denied an upgrade, and only after exchanging a few messages was I assigned what was said to be a slightly better room, number 205. It was on the second floor, with a bathtub and a balcony overlooking the courtyard. However, this was not what I had asked for - I wanted a higher floor and a city view. The room itself left a lot to be desired. The walls and floors were visibly worn, some furnishings were heavily used and not entirely clean. The bathroom door didn’t have a lock, which simply shouldn’t happen in a hotel of this class. Even worse, the reservation was for two people, but the room was prepared as if for one. We found only one set of towels, one small carton of water, and the tissue dispenser was empty and left open, as if someone had forgotten to refill it. The bathroom also lacked hair conditioner. The toiletries were Dove products, which is clearly below the standard usually seen in Holiday Inn, where branded hotel amenities are the norm. There were also issues with benefits. As a Platinum guest, I should have received a voucher for free drinks for two people. Instead, I was given just one. I was told I would get additional vouchers in the morning for opting out of housekeeping, but they never arrived. At reception, I was told I could simply go to the bar and collect them there. So we went to the bar on Sunday around 6:10 p.m. - only to face another surprise. At this hotel, the drink voucher policy is different from most IHG properties. Normally, one voucher covers drinks for two guests staying in the same room. Here, however, one voucher was valid only for a single person. As a result, we ended up with vouchers for two drinks instead of four. We ordered a non-alcoholic virgin mojito and a pizza. And this is where the real ordeal began. We waited an hour and a half for the drinks, and the pizza… never arrived at all. After two hours, we gave up and went to Carrefour nearby to buy some snacks. The bar was run by just one person, who at the same time was also handling reception and the kitchen. I understand the difficult situation, but the absolute minimum is to maintain order and serve people in the order they arrived. Unfortunately, we were practically ignored. Guests who came after us received their orders within 20-30 minutes, while we kept being pushed to the very end. To make matters worse, at one point the staff member disappeared outside, and guests couldn’t find him anywhere. For us, it all ended in major disappointment - chaos, disorganization, and a total lack of standards. The hotel’s location is one of the few positives. It’s quiet and peaceful, yet very well situated. Nearby are the buildings of the European Parliament and the European Commission, as well as parks, shops, restaurants, and a metro station. In this respect, there’s nothing to complain about. Check-out was lightning fast - it took just a minute. The invoice arrived straight to my email, and the staff were polite and professional. A positive way to end the stay, although it unfortunately does not make up for the earlier issues. We also weren’t asked about our impressions of the stay.

Definitely a wonderful place to stay

8.0

We had a great stay. Close to Metro station and restaurants. Hotel was nice, clean and comfortable bed. Food was good, enjoyed their coffee at breakfast time. Also delicious waffles. Hotel staff were very friendly, happy to help and make you feel welcome.

Lousy customer service experience

2.0

The hotel had poor customer service experience from front desk staff. When I asked about the AC which was not working properly, the answer was no other customer complaint and I had to wait till morning for tech service to come. It was summer and when I asked for switching room as I am Platinum member, the staff answer no room available. However, in the morning, when I talked to other staff experessing my dissappointment and my desire to leave the hotel, the new staff offered me to switch room right away. What happened here? I left even though I still have another night booked there because I couldn’t stand the attitude. After that I emaild the General Manager to complaint and after almost a week, still no apologies coming from them.