Grand Hotel Normandy by CW Hotel Collection

We stayed for one night as part of a short break in Bruges. Welcoming staff and the facilities were very. The location is good as it is only a short walk to the city centre. Breakfast was also very nice. I didn't get the chance to use the pool but robes and slippers were provided.

I stayed here in half term with my two children and I would not recommend. I have stayed numerous times in Brugge and throughout Belgium and this hotel was a huge disappointment. Paint was peeing from the walls, the carpets were stained, there were stains on the bed sheets, the toilet in the pool was disgusting (faeces marks all over), there were no towels at the pool (no big deal but it claims to be 4*!) and I had to wait 30mins for someone to appear at the bar to order a drink. On the plus side, the reception staff were very friendly and helpful and the breakfast was very good.

I cannot believe a 4 star hotel can be as filthy and disgusting as this place. You have to look at the pictures to get an idea. Not sure if their cleanliness is worse or the customer service. There is also no room service (no phones in room) which is not expected of a 4 star facility. No toilet roll holders. The room ends as soon as it starts. I have never seen a double room so small. Because there is no room service, if there is an issue, you have to keep going downstairs to reception. They will give you a Belgian number to ring in case of an issue knowing that you're a tourist so ringing that number will cost you an arm and a leg. The air con didn't work. Took me only 4trips downstairs for someone to come upstairs and have a look. They have a PhD in fobbing you off. How can they not notice huge stains and hair I have taken pictures off. Do these rooms ever get cleaned? Does tattered bedding ever get thrown away? Shower leaks and floods the toilet. The guy who came to check admitted it and hotel did nothing about it. Reception staff is so arrogant; forget offering to change rooms or compensation, they didn't even offer an apology. I asked to speak with the manager and was told the manager wasn't in. A form was given to me to complete. When I tried to show reception staff Isa the pictures, he didn't even bother looking at them properly. Save your hard earned money and stay elsewhere. Bruges is beautiful. This place ruined our holiday for us. I have never written a bad review for a place ever before and i have travelled half the world. Because of the way they have dealt with the situation, I will be raising these issues further as higher up as I possibly can.

I really wanted to be able to give this hotel more stars but it was let down by a few significant issues. In a positive note it is clean, the bedroom is nicely decorated and the bed is very comfortable. It is quiet and the staff are friendly. Downsides - there was no hot water - at all! Only option was to have a freezing cold shower. Then the hairdryer was broken so could not dry hair. Reception staff offered me a hairdryer on check out but we had a train to catch so there was no time at that point. Also, tiny towels in bathroom and no proper bathroom door. So, zero privacy.

Wonderful 4 star Hotel - great location, 5 minute walk into the old town of Bruges, convenient parking at rear of Hotel (25euros per night) wonderful heated pool and fabulous buffet breakfast. Loved our huge room #35 - thank you to all the staff