One of the worst hotel experiences I have ever had.

I arrived late at night with a valid, confirmed reservation, but the hotel refused to give me a room because they could not find my booking. Instead of taking responsibility or helping me find a solution, I was left stranded in the middle of the night.

I had to spend hours contacting customer support and eventually pay for another hotel out of my own pocket just to have somewhere to sleep.

A confirmed reservation should guarantee a room. This hotel completely failed to honor my booking and showed no professionalism or concern for its guests. I would never stay here again and cannot recommend this hotel to anyone.

Location of the hotel was perfect, close to train and station, but the good experience ends here.
Reception staff were like robots, no welcome and not explanatory. Getting to the room gives the impression that the hotel needs a lift up. Dirty and market floor carpets. Checking in the room was no better; floor not cleaned properly, bathroom looked ok but not what we expected, no bath towels, only two hand towels.
Bedsheets not changed, hair and creases from previous stays. We went to reception and they offered us just bedsheets and bath towels, and no help for replacement or cleaning. Bar staff was very good and helpful, he new the area and gave us some good tips to enjoy our trip in Brussels. We thought things were getting better but late at night while enjoying our drinks next to the kitchen something which we didnt expect appeared, putting that nicely it was "Jerry" likely not chased up by Tom. Thats was awful. We didnt book breakfast so I cant comment about it, but you can imagine how that would have been.

I feel like the reviews on Hotels.com aren’t to be trusted at all. I know this is a hotel turned hostel but it really shouldn’t be described as a hotel in any way. The bed was comfy and the location was great - that is the two positive things. Close to walk to train / bus station but also city centre and Tour&Taxis.
The bathroom was really old and tatty and didn’t seem clean and I’m not even fussy. The plug in the sink was pushed in so the sink didn’t drain but filled up so I had to brush my teeth in the bath tub. I told reception about this 3 times and they fixed it the night before I left - not an emergency but annoying and inconvenient. Staff was nice enough most of them but the service again is not of hotel standard but the price of the ‘hotel’ is.