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Eurica89

1/5Tripadvisor· 3 months ago

We were extremely disappointed with our stay at Hotel Monastère Maastricht. We specifically chose this hotel because it is marketed as a 4-star boutique hotel, and the promotional material promises luxury and exceptional hospitality. Unfortunately, our experience has been the complete opposite. The room was in a poor state of cleanliness and maintenance. The carpet was heavily stained throughout, the duvet had visible stains, there were cobwebs and dust around the room, marks and scuffs on the walls and furniture, and obvious signs of wear that should have been addressed long ago. Even the outdoor terrace was unkempt, with weeds growing between the paving and a general lack of upkeep. While we were out exploring Maastricht for the day, housekeeping serviced our room. We returned expecting the stained bedding to have been replaced and the room to have received a proper clean. Instead, the bed had simply been remade using the same stained duvet, and the other cleanliness issues remained. This was incredibly disappointing and left us questioning the standard of housekeeping at the hotel. We appreciate that the hotel is housed in a historic building, but that should never be used as an excuse for poor housekeeping or deferred maintenance. Historic charm and cleanliness are not mutually exclusive. The location is excellent, and the building itself has great character and potential, but that potential is overshadowed by the condition of the rooms. This simply does not meet the standard one would expect from a hotel advertising itself as a luxury 4-star property. What makes this even more upsetting is that we still have four nights remaining of our stay. Instead of looking forward to enjoying our holiday, we are left feeling extremely disappointed and genuinely uncomfortable with the condition of the room. This is not the experience we paid for, nor what was advertised. We sincerely hope management takes these concerns seriously, as this property could be exceptional with the level of care and attention it deserves. Given the condition of the room and the fact that we still have four nights remaining, we hope management will make every effort to rectify this situation. At a minimum, we believe an appropriate gesture of compensation or a room that genuinely reflects the advertised 4-star standard would be warranted.

TM

Trip.com Member

2.5/5Trip.com· 7 months ago

I attempted to book a stay at Hotel Monastère via Trip.com for Friday March 20. Unfortunately, while searching for hotels the date accidentally shifted to March 6, the same day I made the booking. When I completed the payment, I immediately noticed the mistake.Of course, the error was mine and according to the policy the booking was non-refundable. However, I contacted them right away hoping there might be some flexibility. The response I received was a standard message referring only to the policy.While technically correct, it would have been appreciated if someone had considered a small gesture, for example offering a voucher or the possibility to move the booking to the intended date or another date. That kind of customer-focused thinking would have made a big difference.So although the policy was applied correctly, this feels like a missed opportunity to provide better customer service. For that reason I’m giving a below-average score rather than the lowest possible rating.

SV

Sandy van de Velde

5/5Google· a month ago

Really great experience staying the night here. Easy check-in and kind personnel. The room was clean and modern with everything you might need. Really great bed also and check-out was easy. Good location, parking is not included however there is a parking located about 4min walking for €18 per day. Really recommend staying here.

DL

Daniel Leusink

4/5Google· Edited a month ago

We only stayed the night, so we only had a small room which was missing some basic amenities like a closet or working lamps on the nightstand. But after a very long hike we were spent anyway and slept very well in the comfy bed of the otherwise very nice, rusticly furnished room. Breakfast was lekker (right across the hall from our room) and the whole monasteric atmosphere was delightful. The personnel was very friendly and helpful as well.

2

21Horst

4/5Tripadvisor· 2 months ago

A nice, quiet and clean hotel only a few step away from the City Hall. Friendly staff that will give you tips about the city, restaurants etc. Very good breakfast from 7 -11h. No lobby or hotelbar, but that is no problem, there are a lot of cafes and restaurants nearby. Big parking Lot ("Sphinx-Area") in a short walks distance (fee 18,-€ per day) Unfortunately no wardrobe or shelf in the room. All-in-all a strong recommendation!

I

I9217XOrandyw

5/5Tripadvisor· 3 months ago

The room was large and comfortable with touches of an “old world” feel. The hotel design did a nice job of maintaining a sense of the building’s history. The staff were exceptionally friendly and helpful. The courtyard and lounge were comfortable, quiet spaces despite the central location to the bustling hub of Maastricht. There were many fine dining options steps away from the hotel. Bike rentals were quality and reasonably priced. This may have been our most comfortable hotel experience ever, but maybe I was just swayed by the complimentary macarons!

EF

Eurica Franks

1/5Google· 3 months ago

We were extremely disappointed with our stay at Hotel Monastère Maastricht. We specifically chose this hotel because it is marketed as a 4-star boutique hotel, and the promotional material promises luxury and exceptional hospitality. Unfortunately, our experience has been the complete opposite. The room was in a poor state of cleanliness and maintenance. The carpet was heavily stained throughout, the duvet had visible stains, there were cobwebs and dust around the room, marks and scuffs on the walls and furniture, and obvious signs of wear that should have been addressed long ago. Even the outdoor terrace was unkempt, with weeds growing between the paving and a general lack of upkeep. While we were out exploring Maastricht for the day, housekeeping serviced our room. We returned expecting the stained bedding to have been replaced and the room to have received a proper clean. Instead, the bed had simply been remade using the same stained duvet, and the other cleanliness issues remained. This was incredibly disappointing and left us questioning the standard of housekeeping at the hotel. We appreciate that the hotel is housed in a historic building, but that should never be used as an excuse for poor housekeeping or deferred maintenance. Historic charm and cleanliness are not mutually exclusive. The location is excellent, and the building itself has great character and potential, but that potential is overshadowed by the condition of the rooms. This simply does not meet the standard one would expect from a hotel advertising itself as a luxury 4-star property. What makes this even more upsetting is that we still have four nights remaining of our stay. Instead of looking forward to enjoying our holiday, we are left feeling extremely disappointed and genuinely uncomfortable with the condition of the room. This is not the experience we paid for, nor what was advertised. We sincerely hope management takes these concerns seriously, as this property could be exceptional with the level of care and attention it deserves. Given the condition of the room and the fact that we still have four nights remaining, we hope management will make every effort to rectify this situation. At a minimum, we believe an appropriate gesture of compensation or a room that genuinely reflects the advertised 4-star standard would be warranted.

KS

Kirsten Schmidt

5/5Google· 6 months ago

We had the best stay ever! Such a nice place! Very tastefully decorated room and perfect location to explore the city. A special shoutout to Sophie from the reservation desk! She made us feel more than welcome and was a real delight to talk to!! Thanks a lot!