Thermen Bussloo Wellness & Hotel

DO NOT STAY AT THIS HOTEL Had a 3 night reservation to stay at this hotel. , arrived at 4:00 , waited in line 35 minutes to check it. At check in we were informed they did not book the spa treatments correctly. After a lengthy discussion they begrudgingly agreed to try to find room in the schedule to accommodate. There was no acknowledgement of this mistake by this hotel staff. In fact the women seemed bothered that I was even asking them to try and remedy their mistake. By the time we got to ours rooms it was an hour later. We found no robes. Typically hotels offer robes. This being a spa / sauna retreat with a suggested policy that the guest to only wear robes and nothing else we were quite surprised to find they did not provide these in the room. I called the concierge to be told I had to come done to get them. Another 15 minute wait on line. After I was given the robes, I requested a menu for room service , as we were not going to make the dinner reservations we had due to the prolonged check in process. This hotel staffer replied “ Do you really need room service? The restaurant is open and that would be easier”. It was very clear this hotel staffer and the other who checked me in were not professional or properly train in service and hospitality. This treatment very much contradicted the Michelin recommendation and 4 star rating this hotel boosts of. Sauna These are no COVID -19 procedures being implemented. No social distancing , place was overly crowded with many Day Spa guest. Lockers rooms floors all soaking wet , no staff in sight cleaning any areas. Felt very unsanitary and unsafe. SPA This is the only good thing about this experience. Luckily we were able to get receive the treatments we booked. Strong Covid protocol was on display. Staff and treatments were exceptional. If you still decided to try this establishment , only use the SPA. Everything else falls incredibly short of what is advertised therefore expected.

I booked to celebrate the wedding anniversary, expecting a nice and relaxing experience: everything went wrong. In order to have a nice service I booked directly from their website, a suite, the dinner and a 50 min massage. I sent them an mail in advance asking them to arrange a nice suite since it’s our first anniversary. We received a confirmation mail and nothing else, 2 days before I called them to ask if I need to book the services in advance and they told me it will be arrange at the check in. Than we arrive and they told us that our massage was in 20 minutes, we complain and said we didn’t know and it was a bit of a rush, the guy like a machine continues to repeat the same thing, you have your massage now and you can’t cancel, I had to talk to another manager to get it cancel coz we didn’t even have time to drink a glass of water and barely time to change our clothes to get the massage, it was true stressful and the opposite of a relaxing massage. Than they told us the room wasn’t ready and I talk to the guy at the reception about my request to have a room with a nice view and he agreed. We arrive at the room and it was right facing the parking lot, where against all the corona rules I found a ashtray full of used cigarettes and the balcony was dirty, so I call the guy and ask him why he arrange such a room and he told me this is what I get. Nobody came to clean the ashtray, I told them I will complain online and they told me go ahead. At the checkout they charge me stuff that I didn’t order ( at the dinner that was already paid, the waitress didn’t hear that I wanted to change my salad to fries and when the order came I told the other waitress who in response told me it’s free just keep it here ) than at checkout the receptionist assumed that I was lying about the salad coz she went to ask another waitress the one who made the initial wrong order and she said she ordered it. It made me really outraged because over a 518 euro bill she assumed I was lying for a 3,50 salad. It was very frustrating because she became angry with me and she was rude while accusing me of lying. The place is nice, the rooms are nice but the hygiene is not the best. I don’t know how to post the pic of the balcony, it’s very disgusting. It’s not a place worth spent this kind of money. I kindly advise not to go for their tasting menu because it’s just a pretentious plating of low quality food and ingredients. It can just look nice on a picture but the taste is mediocre at best, the service of the restaurant was nice, but this salad misunderstanding ruin it. Overall experience the staff is not there to help you, it’s more like you are lucky to have been served, the staff at check in who usually should be people with people skill escalate a small problem instead of the opposite e.g. instead of assuming that I was lying you could have said that was a language misunderstanding. My husband said they don’t care because they have good business and they don’t care, In The Netherlands there is a big need of a nice thermal bath with a management who know how to work and how to train their staff, not much just be nice to someone who is hundreds of euros for one night and be mistreated, and have their first anniversary ruined.

We booked a package with 2-day spa use and a night in their hotel included breakfast and dinner over the weekend. Unluckily, we were so disappointed with their service and especially the hotel room: - The room was literally dirty on every surface: chairs, cabinets, bedside tables, terrace chair (See photos). We got allergy during night. - The bed as they said it’s Auping brand but obviously the mattress must be very very old and out of quality because we couldn’t sleep well the whole night with our spines sucked deeply into the bed. We woke up in the morning after just to recognize we had no energy to spend the second day with spa there. The breakfast was quite poor with a certain standard choice, and the juice is limited into only a small bottle for every table but we couldn’t even drink it because there were couple of flies in it. (See photo) - There’s a light on the ceiling broken, it seemed no one cared to check. - Upon checking out we were not asked how our stay was but even got shocked with a bill charged of some extra 300 € from another customer’s name. Minus points at the Spa Section: - They say less people because of COVID but it was so compact there. We had to wait in a full line under 35 degrees to get in the salt pool and the main sauna zone! - Couldn’t order a drink at the bar as the staff required us to take a seat first or they will not serve even we were so thirsty. In fact, the area was loaded with people and we couldn’t find a good seat, not yet to mention for COVID we just wanted to have a quick drink at the bar and then move on. - On their website they say they don't use chloride but we smell chloride in the water, especially in the bubble tubs and it’s really headache. - When it came to the dinner time, we had to wait for a “life-time’’ to get our food ready as the fact that they got only one guy who prepared the main dish for the whole resort. We wrote an email to them and after 2 weeks still no answer than we complained with messenger and someone replied they will transfer our complaint to the relationship manager or so. So, couple of days we received their email reply and they asked what we wanted to compensation. We claimed for 70% refund after all the bad experiences at the resort and we also didn’t use the second day for spa and the hotel stay didn’t serve our purpose to relax after a spa day so we think it is reasonable. They came back to us with an email offer of only two free voucher tickets to the spa which doesn’t make any sense to us. Then they called after we said we are going to publish our review. At this point, suddenly a lady started to call us (which should have been done at first hand), we said we accepted at least 50% refund but then they added a meal to the voucher but it was not what we wanted. During the conversation, she seemed to blame back to us why we didn’t complain right away about the room. We suppose this is their job to satisfy customers with their services, not customer to waste their time to complain, not yet to mention after a long day spa we get back to the room and we only want to rest. Also, she mentioned why we didn’t complain upon checking out while their staff failed to not ask how we liked our stay at their resort. This is really under the standard. Why should they ask what we wanted and then seemed like to force us to go back to the service that disappointed us? Not yet to mention for COVID we don’t want to go to a busy place. Our whole weekend was spoiled. The facility was not as expected, the service was not as standard, AND the way they solve the problems with customer are not acceptable. If you seek for a calm and relaxing weekend, we would recommend absolutely NOT to choose this place!

I’m a regular visitor at the hotel and spa, but this was my first visit since the corona lockdown. Both the hotel and spa follow strict corona guidelines but everything was organised, meticulously clean and comfortable. Sure, they’ve brought in a ticketing system to limit people in each sauna ritual, which I had to figure out and adapt to but all facilities are available - which is great. Once again I had a lovely stay, relaxing spa experience and excellent meals (dinner and breakfast).

Amazing service, friendly and helpfull staff! I would only recommend the bosses an option for guests to leave a tip :)