Reviews of Arass Hôtel & Business Flats

Response from Property: Dear Svetozar, Thank you for taking the time to leave your feedback. We take all guest concerns very seriously, we feel it is important to clarify a few things. Our housekeeping team is highly trained and adheres to strict procedures, including always reporting any "Do Not Disturb" signs on doors. After careful review, we found no such sign was present on your door during your stay. In addition, we promptly notified you about the credit card left in the light holder. Accusations of theft are taken very seriously, and we can assure you that our team operates with the highest integrity. It’s also worth noting that you and your colleagues enjoyed breakfast each morning, making your comments about the breakfast experience unexpected. We are under the impression that your negative review was left in response to the €50 charge that was applied at check-out. This charge was in relation to the unwashed dishes, we kindly remind you that this policy is clearly stated in multiple places within the room, including on a card and in the welcome letter. This measure is in place to maintain a clean and comfortable environment for all our guests. When we noticed that this task was not completed, we had to apply the fee as outlined. We understand that this charge may have caused frustration, but we were disappointed to receive your email threatening to leave a negative review if the fee was not waived. We believe that addressing concerns directly and constructively is always the best approach, and threats are neither necessary nor conducive to a positive resolution. If there is anything further you would like to discuss, please feel free to contact us directly. Best regards, Filip Goorden, General Manager

Response from Property: Dear Miroslav, We’re sorry to hear that your recent experience did not meet your expectations. We would like to take this opportunity to address some of the concerns you’ve raised. We can assure you that our team adheres strictly to our privacy policies and has the utmost respect for our guests' personal belongings. In fact, when your colleague left a credit card in the light holder, our team promptly found it and notified him, demonstrating our commitment to guest service and integrity. The accusation of theft, including the claim about a cigarette, is taken very seriously, though it is worth noting that none of our team members, including housekeeping, smoke. We appreciate the feedback about the smell of food in the hotel. While we do our best to manage this through our extractor systems, being an apartment-style hotel where guests from diverse cultures prepare meals using various spices, some food odours can be present. We strive to keep these at a minimum and appreciate your understanding in this regard. Moreover, we are surprised by the criticism of our breakfast service, especially as it seemed to be well enjoyed by your group during your stay. We take all guest feedback seriously and are always available to address any issues as they arise. We are under the impression that your negative review was left in response to the €50 charge that was applied at check-out. This charge was in relation to your colleagues unwashed dishes, we kindly remind you that this policy is clearly stated in multiple places within the room, including on a card and in the welcome letter. This measure is in place to maintain a clean and comfortable environment for all our guests. When we noticed that this task was not completed, we had to apply the fee as outlined. We understand that this charge may have caused frustration, but we were disappointed to receive an email threatening to leave a negative review if the fee was not waived. We believe that addressing concerns directly and constructively is always the best approach, and threats are neither necessary nor conducive to a positive resolution. We hope this clarifies the situation, and we remain at your disposal, just as throughout your stay. Best regards, Filip Goorden, General Manager

Response from Property: Dear Guest, Thank you for this great review. Our team works hard to ensure that every guest has the best experience possible, so it is rewarding to know that everything met your expectations. Your feedback inspires us to continue upholding our high standards of service. We look forward to welcoming you back. Best regards, Filip Goorden, General Manager

Response from Property: Dear Guest, Thank you very much for the time taken to review your stay with us. It is great to hear that you enjoyed our convenient location just a short walk from Antwerp's central railway station, and our comfortable rooms. We apologize for any inconvenience you experienced regarding noise. Please do not hesitate to contact our reception team of any such issues so that we can find a solution. Your comfort and well-being is our top priority, and you will find our dedicated team members always eager to assist in any way possible. We would love to have you return for another pleasant stay. Best regards, Filip Goorden, General Manager

Response from Property: Dear Guest, Thank you for this great review. We are happy that you received a friendly and professional service from our team members and had such a good stay. We look forward to welcoming you back. Best regards, Filip Goorden, General Manager

Response from Property: Dear Luci, Thank you for your review and feedback. We are delighted that you appreciated the cleanliness of our rooms and the friendliness of our staff, as well as the availability of our bike rental service, which is just a few meters from the hotel. However, the hotel also has three bicycles available for use. Nevertheless, we regret that some aspects of your stay did not meet your expectations. We strive for continuous improvement and take your feedback seriously. Furthermore, we would have liked to inform you that the Plantin & Moretuslei metro station is only a 5-minute walk from the hotel. We apologize if this was not clear. Finally, we are pleased that our central location enabled you to explore the hotel's surroundings, with several restaurants and bars within walking distance, as well as the convenience of a supermarket and pharmacy across the street. We hope to see you again. Kind regards, Filip Goorden, General Manager

Response from Property: Sehr geehrte Yvonnelz, vielen Dank für Ihr positives Feedback! Es freut uns sehr, dass Sie und Ihre Mitarbeiter sich bei uns im Hotel wohlgefühlt haben und mit unserem professionellen Kundenservice zufrieden waren. Wir schätzen die Zusammenarbeit mit Ihnen und sind stolz darauf, Ihnen und Ihrem Team einen angenehmen Aufenthalt zu bieten. Wir freuen uns, dass unsere schnelle Erreichbarkeit und Gastfreundschaft Ihnen und Ihren Mitarbeitern einen positiven Eindruck hinterlassen haben. Unser Team ist stets bemüht, den Aufenthalt unserer Gäste so angenehm wie möglich zu gestalten und würde Sie gerne in der Zukunft von Anfang an betreuen. Wir freuen uns schon auf Ihren nächsten Besuch bei uns. Freundliche Grüße