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fanotas

1/5Tripadvisor· a month ago

*I had no issues with the hotel facilities or the service during my stay. My one-star rating is entirely based on how the hotel handled the situation after I discovered that my belongings were missing from the room.|=======================================================|I contacted the hotel on the same day I checked out and clearly explained that I had left my bag and keys in the room. As another guest was already staying in the room, I was told that the hotel could not check it immediately. I understood the restriction on entering an occupied room. However, I had to repeatedly follow up myself to receive any updates and to have the matter checked further. I was very clear about where I had left my belongings, yet I was initially told that nothing had been found. I therefore asked the hotel to check again. They then found two of my keys inside the safety deposit box, which I had not used and do not even remember being there during my stay. I certainly did not put the keys there. This raised further questions. The keys had originally been attached to a keychain, which was now missing, and my bag was also still missing. The fact that the keys were found separately inside a safety deposit box that I had not used, while the bag and keychain were missing, was clearly unusual and warranted further investigation. I was not asking the hotel to accuse anyone or to accept responsibility without evidence. I was asking the hotel to investigate precisely because it was not clear what had happened. However, the hotel's position was essentially that, because it could not establish that my bag was in the room at the time of checkout or that it had been handled or removed by a member of staff, it could not establish that the hotel was responsible. This reasoning does not make sense to me. Whether the hotel is ultimately responsible is something that should be determined based on the facts, not something that can be established before those facts have been properly investigated. I had reported that my belongings had been left in the hotel room and were subsequently missing. In those circumstances, I believe it is entirely reasonable to expect the hotel to check the available information and investigate what may have happened. I also asked the hotel to check any available CCTV footage and other relevant records. The hotel declined to conduct what it considered to be a meaningful CCTV review, saying that it did not know when or where the bag had gone missing. However, there was a clear timeframe between my checkout and the hotel's subsequent discovery of my keys. I therefore found it difficult to understand why the available CCTV could not at least be reviewed during that period. The fact that the hotel initially said that nothing had been found, but subsequently located my keys after I asked them to check again, also made me question how thoroughly the initial search had been conducted. If the initial search could miss two keys inside the room, I found it difficult to understand why the possibility that my bag might still be somewhere in the hotel was not investigated more thoroughly. I was also disappointed by the lack of flexibility regarding the return of the keys. My bag was still missing, yet even the keys that the hotel had found were not offered to be sent to me by the hotel. Instead, I was told that I would need to arrange and pay for DHL shipping myself under the hotel's standard lost-and-found procedure. Given the circumstances, I felt that applying the standard procedure without any flexibility was particularly unhelpful. Ultimately, I was left without any explanation of what happened to my bag and was advised to report the matter to the police if I believed it may have been stolen. I am not accusing the hotel or any member of staff of theft. My criticism is about the lack of a proper investigation and the way the situation was handled. I expected the hotel to make a reasonable effort to establish what had happened, rather than simply stating that its responsibility could not be established.|*********************************************************************************************************|I am not looking for another generic customer service response asking me to contact a separate department or repeat the same information again. I have already communicated the details of this matter to the hotel. If there is any genuine willingness to address this further, I would expect the hotel or its management to take the initiative.

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Karlijn

4/5IHG· 3 months ago

Nice room wich was very clean. The bathroom was older. De restaurant was good food. But the service at the diner time was nog so good. They where not asking us for drinks and we had to wait for more then a hour for the main course. We told the service lady that we where in a hurry. And she told us that is was No problem. That was not nice.

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Aell

3/5Google· 6 months ago

We chose this hotel because prices downtown were too high. Accordingly, the accommodation itself isn’t particularly appealing. Our room (a basic double on the 3rd floor) had several things in need of repair, and it was very noisy, both from neighboring rooms and from outside. Even with the windows closed, we could hear the highway as well as ducks from the nearby park. There are also no practical bedside lights. We didn’t plug in the mini fridge (apparently previous guests hadn’t either) because it was far too loud. The TV remote was broken, and some hooks were coming out of the wall. Breakfast was simple but decent and plentiful. The lobby felt somewhat deserted. On the positive side, the staff were very friendly. Overall, it can be a good option for budget-conscious travelers who don’t mind a 30-minute walk or a short bus ride (about 10 minutes, with a stop near McDonald’s) to get downtown.

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LesdeQ

4/5Tripadvisor· 3 months ago

We thoroughly enjoyed our stay at Garner Hotel Maastricht. Its excellent location, especially for events at the nearby stadium, and convenient on-site parking made our visit hassle-free. Our room was spacious, comfortable and well-equipped. Breakfast offered a good range of hot and cold options, and the staff were friendly and attentive throughout our stay. What stood out most was the hotel’s commitment to sustainability. We appreciated the efforts to reduce single-use plastics in both the room and breakfast area, with practical measures that did not compromise comfort. A comfortable, well-located hotel with excellent service and a thoughtful approach to sustainability. We would happily stay again.

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mgcasvtiany

4/5Tripadvisor· 3 months ago

The Garner hotel in Maastricht is a very good hotel. The room was spacious with modern decor and comfortable bed. The staff are very friendly and helpful. I had the breakfast twice, it is a standard continental breakfast buffer, with lots of options. The hotel itself is very good, but the location is the main issue. To get to Maastricht centre, the most effective way was a bus, which is a 5 minute walk from the hotel or a 20 minute walk along the greenway.

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MaastrichtTravelers

4/5IHG· 6 months ago

Comfortable stay at this hotel. Family of 3 for 2 nights. Room was spacious enough for the 3 of us. Beds were comfy, but the double bed always ended up with a gap. A coffee maker (Nespresso or the like) would be nice in the rooms instead of instant coffee and a water kettle.

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Nawrin Akter

2/5Google· 5 months ago

The place looks good in photos but very basic in reality. Additionally, we were given a dirty room with unflushed toilet. It didn’t smell nice after a second cleaning (not sure if they actually cleaned)

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jaya Madhwani m

1/5Google· 8 months ago

On the surface, the room was actually quite spacious, but unfortunately, that’s where the positives end. Having a large room doesn't help much when it feels like a hot chamber; the temperature control was completely unresponsive, making the extra space feel like nothing more than a large, stuffy box. The details further let the experience down: 1.The Bathroom: The washbasin had poor drainage, which is a basic frustration one shouldn't have to deal with. 2.The "Service": It’s hard to call it hospitality when it feels so purely transactional. It’s very clear they are here to make money above all else. If you forget a toothbrush, don’t expect a friendly gesture; they have them displayed for sale like a convenience store. Charging €5 for an average Kruidvat brush felt quite steep and a bit "nickel-and-dimed." 3.The Breakfast: Just average. It filled a hole, but offered no reason to look forward to the morning. All in all, it was a below-average room with substandard service. It’s a shame, as the size of the room had potential, but the lack of care made it a stay I won't be repeating.