Utrecht Hotels with Spa

"I have stayed at this hotel many times over the years, which makes this review particularly disappointing. Unfortunately, the property has declined badly. I originally stayed one night and paid extra for an upgrade to Room 272. While that room already had issues, including an AC unit that sounded like a toilet flushing nonstop all night , it was still far better than what followed. After checking out, my meetings unexpectedly ran late, so I booked a second reservation through Expedia for an Executive Canal View King Room. Instead, I was downgraded to standard Room 160, despite there being over a €90 price difference between the room I booked and the room I received. Room 160 honestly should never have been sold. The carpet was heavily stained, the floor lamp broken, the bathroom ceiling covered in visible mold, and the door chipped and damaged. The entire room felt dirty, neglected, and worn out. What made it worse was the handling by Assistant Front of House Manager Konstantinos Gkourovanidis. Instead of speaking to me directly, despite sitting only steps away from the front desk, he instructed staff to offer a €50 discount, less than the downgrade difference alone. When I insisted he speak with me, there was no apology, empathy, or accountability. The interaction felt defensive and arrogant throughout. I own a Small Luxury Hotel and a hotel consulting company, and what shocked me most was not just the condition of the room, but the complete lack of professional guest"