Bastion Hotel Zoetermeer

I am extremely disappointed by the service I received when I arrived at Bastion Hotel Zoetermeer on Monday, June 15th at 10:00 AM. Upon entering the hotel, the receptionist immediately raised her voice and, without even saying “Good morning,” told me that there were no available rooms and that check-in would only be possible after 2:00 PM. I simply replied, “Good morning. I have been traveling from Finland since 4:00 AM. May I at least wait in the lobby?” Fortunately, I was allowed to do so. I then asked what time the restaurant opened and was told it would open at 5:00 PM. When I asked whether there were any restaurants nearby, the only answer I received was “McDonald’s.” While waiting in the lobby, I started working on my laptop. Since I had not eaten anything all morning and had traveled thousands of kilometers to get here, I took a sandwich from my bag and began eating it. The receptionist then came over and loudly told me that eating was not allowed in the lobby and that I should go outside to eat my sandwich. At that point, I requested to cancel my reservation and move to another hotel. I was then informed that cancellation was not possible and that I would lose the money I had paid. I have traveled extensively and stayed in many hotels around the world, but I have never experienced such poor customer service. As a suggestion, I strongly encourage you to provide customer service training to your front desk staff. Guests paying more than €500 for a three-night stay deserve to be treated with courtesy, professionalism, and respect. Unfortunately, based on this experience, I would rate the service I received from the receptionist below even the minimum acceptable standard.

La seule chose que j'ai aimée, c'est ma décision de ne plus jamais réserver une chambre dans aucun hôtel du groupe Bastion.

Leur refus d'annuler (ou même de transférer dans un autre hôtel du groupe) ma réservation 2 jours avant.

Good

Nothing

Ontbijt was prima vooral de heerlijke omeletten.

De badkamer was erg klein, vooral de douche. Voor senioren (we zijn 78 en 79 jaar) was het behelpen). Ook het wastafeltje was er klein.

Freundliches Personal, Zimmer und Hotel sauber, Frühstück reichhaltig und gut.

Die 1. Nacht hatten wir ein Zimmer zur Bahnstrecke und es war an schlafen nicht zu denken. Jede 20 Minuten kam ein Zug mit Getöse vorbeigerattert. Nachdem wir uns am nächsten Morgen darüber beschwert hatten bekamen wir ein Zimmer zur anderen Seite und somit war der Aufenthalt wieder angenehm. Allerdings hatte die Beschwerde bei Booking.com direkt weder eine Wirkung noch eine Lösung. Das fanden wir sehr traurig !

Personale molto gentile e molto carini