Very Disappointing. Non-Existent Customer Care
We booked an all-inclusive overnight stay at De Bonte Wever to celebrate our son’s birthday and paid nearly €500. Unfortunately, the experience was extremely disappointing.
Check-in was chaotic, with long concentration camp-like queues as check-in opens strictly at 3pm. The room was moderate but well presented.
Although the hotel advertises a wide range of indoor activities, most were unavailable in practice. Only a few required booking; the rest were monopolised by other guests for hours, making them unusable. Once we went to ask for the pool table items, the staff in-charge told us they were not available even though we could see the cue sticks. A few minutes later a family with two teens went to the lady and she gave them the very items she had just said were not available.
The worst experience was at breakfast, we misunderstood the closing times arriving slightly after 10am, believing it closes at 10:30. While food was still out and other guests were eating, we were rudely told not to touch the food, my husband asked we wouldn’t take long as we had to checkout. 3 minutes later, the restaurant manager came and ordered us to stop eating and leave immediately, in an exceptionally condescending and rude manner. We left but decided to lodge a complaint with the hotel manager, who was able to arrange a simple snack and a drink each, she appeared to already know about the restaurant staff in question.
For the price paid, the customer care was deplorable and overall a mockery of an all-inclusive arrangement. Once you check in, you are just a number and not respectable guests. We felt unwelcome and poorly treated, and our stay turned into a stressful experience rather than a celebration. Poor value for money — I would not recommend this hotel.