Latroupe Jardin Secret

What a gem of a hotel. I loved my room, with views over the garden. The room was of generous proportions, had everything I needed (electric jug, good reading lights, very comfy bed and (yay, so rare!) plenty of clothes hangers. The breakfast was absolutely terrific, one of the best I've had in a LOT of hotels the last few years. Recommended in every way. I travel to Brussels fairly regularly lately and have finally found a hotel I will return to.

In December 2023 - January 2024 we stayed at a hotel booked via your platform Le Jardin Secret. During our stay all 8 of our guests got stuck in a lift on floor 3 with it crashing to ground floor, immediately when this happened we called out for help, called reception who ensured us they would call the lift manufacture. Guests stopped outside the lift to check we were okay. We then proceeded to be stuck in this lift for an hour with no help from the hotel. During this time one of the guests had a medical emergency this made our issue a lot more serious and us very concerned. In that time we called the hotel after 25 minutes who told us "they hadn't got hold of the lift company" and didn't know what else they could do. After 45 minutes we called the emergency services in Belgium who immediately sent a fire brigade to get us out. As we got out of the lift the reception manager started counting the bodies (8) and saying too many too many, we proceeded to show both the manager and the fire brigade the sign on the lift which said (8 people and a weight maximum we didn't even close to exceed). The manager left with the fire department assisting with the medical emergency. The next morning I woke up to a £150 deposit charge on my card from the manager of the hotel with an email claiming we had exceeded the amount in the lift (we had not) and this deposit would be then charged further with the price of the damage of the lift. Immediately we went down to reception to ask about this and demand the money get released. They said they were not authorised to do so and the manager in charge was off due to surgery (however this was the same day he had been able to charge our card). We sent an email straight to the manager (email address supplied to us by reception) and still to this day have no heard back. That evening having not received a reply, 3 guests of ours went back to reception to have another conversation with the receptionist, they recorded this call with her consent. In this conversation we discovered that this has not been the first time this has happened with the lift and it has in fact broken down not long before and the signage had still not been changed, the receptionist who first received our call from help had switched over his shift midway through us being stuck and not told the receptionist taking over that 8 guests were stuck. The lift at this point was back open and the signage still not changed putting their guests in danger. She told us she would speak to the manager and get our money released. The money was released shortly after but no reply from the manager or apology from the hotel. The lift remained open with no change to the weight maximum or warning. On returning to the UK a member of our party proceeded to try get in contact with the manager of Le Jardin Secret from 4th January still to this day 28th Feb. He has spoken to multiple workers of Le Jardin Secret all of which have told us the manager is unavailable and only re

The family room was well over 26 degrees with terrible air flow. The temperature up in the loft was even worse! Within 15 minutes in the room, I was forced to relocate to another hotel. The management was unwilling to refund any of my stay even though I did not end up staying at the property; I was still charged for multiple nights. I highly recommend finding another location. I was able to get two rooms at the Holiday Inn with air conditioning for less than the cost of the family room at this hotel. Definitely a poor value property.