Smartflats Premium - Palace du Grand Sablon in Brussels

had a very disappointing experience with these apartments. The cleanliness was far below acceptable, the unit was dirty upon move-in, and it never felt properly maintained. To make matters worse, there was no functioning air conditioning, which made living conditions extremely uncomfortable, especially during hot days. Management was unresponsive and seemed uninterested in resolving these basic issues. I would not recommend these apartments to anyone looking for a clean, liveable, or well-managed place to stay.

Unfortunately we are very uncomfortable with the apartment we booked from you and you do not accept my calls and messages via e-mail or booking!!!
The sofa bed is extremely uncomfortable and one cannot sleep in such a mattress. You feel the whole metal frame under your back and your body is completely uneven when you lay down. I wrote you a message via Booking at 2 am, as my husband and I could not sleep there anymore. It was the worst night of our entire trip!
Additionally to that the mattress has a lot of urine marks on both sides, as well as the blankets, which was disgusting. The sink was full of beard hair from guests before us. There is not even enough spoons to eat! Also not litter bins! You have to go from the bathroom into the kitchen to discard dental floss, cotton pads, etc.
We booked 4 people and 2 nights and we received only coffee pads for one day!
The walls are super dirty, not only inside the apartment, but also the entire corridor.
The fan in the living room is only dirt.
And the phone, as well as the WhatsApp do not seem to exist. It is lacking totally a way to talk to the guest, but it seems to be intentional.
The trip was done with my parents, which are no longer so young. The flat was registered in our minds and very bad and the worst of the entire trip.
Cherry on the cake: we needed to use the stairs, since the elevador is broken and guess what? It is super dirty and even the Numbers 2 was there in the stairs if the second floor!😡

This is a scam! I urge you not to book this property if you are looking for good customer service and a place where there is no stress. We had booked two apartments for a group of 8 of us for a Christmas weekend trip. Upon arrival at midnight, one apartment was absolutely filthy and had not been cleaned. We contacted the property for help, who were unable to help us at this time. 8 of us therefore crammed into one apartment, sleeping on floors and without towels and duvets. The apartment was then cleaned the next day at 5pm ( bear in mind we were checking out next day at 11am), this was also not communicated to us when we specifically told them to clean first thing the next morning. Luckily we dropped by early evening and found the cleaner who told us she cleaned it. This apartment had no hot water or heating so was unable to be used. When we contacted the property for a refund, JOVANA keeps telling us we can only get 50% of the first night which is the most pathetic thing given we didn’t use the apartment at all the first night and were unable to due to lack of heating and hot water the second. She is not helping at all.

STAY AWAY! Don’t book! ITS POOR AND RIDICULOUS.

Absolute CON! We arrived there and the apartment was not cleaned. It was filthy and left dirty from the previous users. We called at 11pm to explain the situation. We could not use the apartment - they didn’t get it cleaned until the next day and now refusing to give us our money back! BEAWARE OF SCAM ARTISTS! DO NOT BOOK!

JOVANA the person dealing with this situation doesn’t read any email and keeps responding with “the decision is final”

Literally took our money and didn’t provide us accommodation. Disgusted they can get away with something like this

The facts speak for themselves, you decide:-

1.I had to ring to request the entrance code, as they were not sent as specified

2.the the foyer lighting did not work creating a dark space

3.the narrow foyer was full of large tubs of linen, and that remained there for the period of our stay

4.No mattress protector on the bed.

5.The lift was not working, and the cleaners informed us that they had not worked for 2 months.

6.The lounge area lights in the flat would not turn off, and flicked on and off.

7.The fridge door would not close properly, as the magnetic catch had failed.

8.Most of the blinds could not be drawn up to let light in, due to cord damage.

9.The shower head was broken, and could only be used as a hand held shower.

10.The pedestal fan in the room was broken and unserviceable.

11.The lighting above some of the stairs was not working and created a hazard when carrying suitcases.

Many of the above were conveyed in an email to Smartflats, and their response was to offer a 15%. discount the next time we come to Brussels.

There were 2 things missing in their response-

1. “We are sorry”.

2. “We will come and fix things immediately”.

So you decide……….would you stay here?

How do you judge any comment Smartflats makes to my observations?

I suggest you use the lens of three important values when evaluating their response to my comments.
1. Integrity.
2.Service.
3.Grace.

You be the judge.

Lack of maintenance. No feedback from the landlord on our difficulties. No seat on toilets and dishwashers that cannot be plugged in without shutting down everything. The apartment is however spacious and rather pleasant. Well located close to the city center.

I came to visit a friend in Brussels, asked him to rent me an apartment for a few days, but what we got as a result did not live up to our expectations, what is shown in the photographs and what we actually received was radically different, firstly, in front of us Before entering the hotel we had to wait an hour and a half until they sent us the door code. When we entered, the elevator did not work, it was constantly stuck on the third floor. When we entered the apartment, we noticed that there were no amenities, no coffee, no water, no napkins. there is no liquid soap and no shower gel, the toilet lid is broken, the trash can lid is broken, the TV did not work, the pillows are very small, there are only two towels and also small. On the second day they asked the person in charge to resolve these issues, they said that they would take action and nothing happened. has changed, well, what can I say, apparently what are the owners of this hotel, I strongly do not recommend anyone to book this hotel, and I will never recommend it to anyone.. I have never seen a more terrible attitude towards people anywhere.

The place is close to central station, but soon found out there was no hot water, no WiFi, never sent a technician to fix it, couldn’t take a shower or wash my hair in 5 days, had to boil water to wash private parts only, taking a risk to burn ourselves, Staff kept saying the technician was sick, guess there is only one plumber in Brussels. Tried to call them never picked up the phone. They just kept texting thank you for your patience and understanding, and then stopped answering back. We were supposed to have a full reimbursement, we only got 25% back, as we only had one night without hot water or WiFi. Worst place ever. Bathroom and toilet were disgusting and the pillows looked like tiny cushions, were very small and flat. Never stay there is the worst place ever