Sofitel Brussels Le Louise Hotel 5 stars

Good

Quick checkin with polite staff, nice and clean room

I stayed two nights for business purposes along with a number of colleagues. The room was pleasant and comfortable and the staff polite and professional.

I often come to Brussels for business and always choose to stay in Sofitel Brussels Le Louise. This time I was here for 3 nights and as usual, the hotel is marvelous, breakfast is gigantic with very good food quality. All people are very professional and room are clean and well furnished. Highly recommended !

Very comfortable room, nice staff, spotless clean establishment, perfectly situated.

I used the online check in procedure which was advertised as a fast and efficient process. However, the queue for the check-in was very long. There was no receptionist available for customer who simply had to pick up their key. In addition, even the pick up of the key was not so easy and straightforward: it took the receptionist quite some time to type in the name in the system etc. As a result, I did not gain any time from the efforts made in the advance check in. In addition, I had made a special request for a bath tub. I was hoping that with asking in advance there would be more chances of receiving the allocation. Unfortunately did was not the case. In addition, the room was not upgraded, even though I am a silver member of your loyalty program. I did receive an advertisement for a paid upgrade. My colleague who was traveling with me, had the same loyalty card status and did not complete the online check-in did receive a free upgrade. As a result, using the online check-in seems to lead to worse results.

Overall it was a good experience. Rooms were spacious by european standards. Staff that cleaned rooms were prompt and did a great job. Front desk staff was overall helpful.

I made a reservation for the hotel Sofitel brussels Le Louise through Accor hotels site - I used my master card to pay for the reservation. The whole amount for the reservation was received from my bank account . I received normally the confirmation for the reservation of the room. The day before my arrival I received normally an e-mail for online check in, upgrade my stay e.t.c When I arrived in the hotel non of these were recognized!!! They told me that there was no reservation under my name. I show them all the relevant documentation and they told me that my reservation was cancelled/rejected. I asked the reason - NO ANSWER. I spent one whole hour waiting to find a solution. I asked them for an explanation why they didn t send me an e-mail one or two days ahead, if there was a problem. In contrary I received the e-mail for online check in with the confirmation the day before. They told me that these e-mails are automated! Finally they told me that since they don t recognize the reservation they can only make me a favor to offer me an other room with the same rate but I WILL HAVE TO PAY AGAIN. I was really tired and exhausted for more delays so I accept this and I pay again the room with a second separate reservation plus 50 euros in cash as a guarantee . So at the end - apart form the fact that I am really discouraged to make reservation again through Accor site, I am extremely disappointed form the situation. At this moment I have paid twice the room - I send a relevant e-mail to the hotel and still i haven t received any feedback. Apart from this fact also the experience from the hotel was disappointing - for sure not a 5 stars hotel and the worst Sofitel I ever been. Small bed (for sure not a King size as it is written), dirty carpet, no welcome message, no welcome offer drink or a small sweet, not even a glass of water in the arrival, unpolite never smiling personnel, the room service opened the door without knocking, very expensive mini bar. I ask for separate invoices and insisted that this is not possible. I had to inform them that i travel very often for business and having split invoices is common practice. I had to explain the simplest things in order to convince them to provide me with this documentation. I asked for late check out till 14.00. Initially I was happy about this but finally it was really annoying that after 12.00 they knock the room / opened the door every 30 minutes. At 14.15 the personell was out of my room asking me to leave. Moreover I was never informed that the hotel is under renovation and the restaurant is closed. Very bad experience. At your disposal for any further info - Best regards

I have stayed several times at this hotel and my experience was generally good; this time I was quite disappointed: - in my room, the door of the "cupboard" that contains the mini-bar, coffee machine, etc. would not stay closed but open again on its own after few seconds/minutes; as the light in this cupboard switches on automatically when the door opens this was particularly disturbing during the night. Although I reported the problem three times to reception over my 2-night stay, the problem was not solved (I think nobody even came to check it) and I was not offered any alternative solution (e.g. changing room) or compensation (e.g. a free breakfast, a discount, at least some reward points...); - the airconditioning system in my room (only way to provide heating) was very noisy; I reported it but was not solved; - the mirror in the room was broken; - one pack of biscuits in the minibar area was open and probably half eaten when I arrived in the room (probably left like that from a previous guest); I informed the reception but still it was not replaced with a new one, nor removed... one of the spoons provided with the coffee cups was also clearly already used; - I used the two bags of sweetners provided with the coffee in my first morning in my room, only to realise the next morning that they had not been replaced... Overall, all these points and the ineffectiveness of staff in solving the reported problems really did not give the impression I was staying in a Sofitel...

very noisy early in the morning due to renovation work in the hotel, rather unpleasant for someone who could sleep longer.

I had a very pleasant experience

Was lovely staying there, the bed was super comfortable and the room was clean. The only thing I was disappointed with that I expected the restaurant/bar/lounge to serve fresh made coffee using grounds, I did not expect coffee pods. Which are not environmentally friendly and usually taste weak and watery. Perhaps also you can be more environmentally friendly, no single use bathroom soaps and vanities.

Front desk could not make room key and had to escort me to room. Ongoing construction created lots of dust. Bed and pillows were so soft as to be very uncomfortable.

My room on the first floor smelled bad. The toilet would not drain easily and that is perhaps why

During the check in was only 1 person working in the Front Office (we had an early check in as a positive point). As I work for the company I expected a better treatment in the check in, but we had to show our employee rate voucher, and was a bit sorted out during the check out, but the attitude during the check in didnt make us feel welcome. During the day after in the breakfast, I was asked if I wanted some omelette, I said yes, still waiting for it. I left and they even realised that our omelette was not served. Good location and good housekeeping service but I think that the customer service could be much better.