Hello Sian,Thank you for your detailed feedback!We were a bit surprised by the 6/10 rating, as we clearly advertise that we do not have a reception service. In the welcome email where you received the access codes, we also include our phone number so guests can contact us at any time if something comes up. We’re truly sorry you experienced an issue with the shower; if we had known, we would have done our best to assist you right away.Regarding the luggage room, it is provided as a courtesy and, as mentioned, it is the guest’s responsibility, though we’ve never had any incidents or reports of theft. And indeed, we do not have a lift, only stairs, which is also clearly stated in advance so guests can choose the room that best suits their needs.Thank you again for your comments. They help us improve, and we hope to welcome you again for an even better stay.Kind regards,The Chocolate Suites
Hello David,Thank you for your feedback and for sharing both the positives and the things that didn’t work for you. We’re really happy to hear you enjoyed the location, the easy check-in, the cleanliness, the shower, and the comfort of the room, that means a lot to us.Regarding the points you mentioned: the room that you choose is indeed located at the top floor, we don't have rooms on the ground floor, and this room was chosen by you. We’re sorry this made your stay less comfortable. The elevator is only for luggage, which we always indicate in advance, but we understand how this can still be inconvenient in your situation.About the room needing updates: we will do some improvements after this december, but your comment helps us prioritise what matters most to guests.We’re glad you had a wonderful time in Bruges, and even if you wouldn’t stay with us again, we genuinely appreciate your honesty. Feedback like yours helps us grow.Kind regards,The Chocolate Suites