The Queen's Twelve by Romy&Travis

Great location and nice comfortable room for a family of four. Chocolates and water a nice touch upon arrival

Comfortable bed, spacious room

Colour of the room, but that's because I like muted tones. Just a personal preference

The room was lovely and had everything we needed. The location was great, just a 15 minute walk from the main square in Brugge. We could pop back to drop shopping and have a little siesta and then go out again. We had the best time.

Air conditioning worked well. Beds were comfortable.

We arrived at 4pm to find our apartment had not been cleaned at all - the beds had been slept in, there were used towels in the bathrooms and there were bags of rubbish in the kitchen. We tried phoning the contact number but nobody answered. We then emailed and received a response telling us that the cleaner would come to clean our apartment the next morning!! We made it clear that we were not prepared to stay in a dirty apartment. We were then told the cleaner would come that day. We asked if they could let us know when our apartment had been cleaned. Nobody told us. We had to send another message and were eventually told that the apartment was ready at 8pm. Very slow response to emails and WhatsApp messages. Towels very thin and poor quality and some had holes in them. "Storage" of luggage before and after check in/check out actually means leaving your bags in a hallway with no supervision. When we arrived to the property the front door of the building was wide open which meant anyone could walk in off the street so your luggage is not secure. The building is old with a very steep windy staircase which has narrow treads. It has narrow passageways - some days there were bags of linen/towels and baby cots left in these passageways which caused obstructions. We made a complaint because of the fact that our room was not ready and due to the slow response to our messages. Booking.com refunded us for one night but apparently as per Booking.com the property only wanted to refund us €50. There was definitely a lack of personal touch and genuine interest from the property management in our experience. On this trip we stayed in two other properties in Belgium and rated them a 9 and a 10 so it's not a case that we rate properties badly without justification.