Very clean and cozy flat in a nice quiet area not far from the center.

Everything apart from the place is for a fee, eg. early (before 5pm) check-in or late check-out - you receive tons of messages nudging you towards it. Online pre-check-in is overcomplicated.

The property is nice, clean in good location.

The door is operated by an electronic lock which was not working. We contacted the owners dozens of times to help fix this. They ended up recommending carrying the chairs down the stairs to block the door. The next day we had to take all of our belongings with us and they still failed to contact us/resolve the problem. I then reached out to them again and said “they had escalated” the issues however nothing was done. I said I’d like to be contacted for some sort of compensation and still nothing. The worst customer engagement I’ve ever had staying in an apartment with no reception.

The location is great

NO AMENITIES! NO BED SHEETS, PILLOWS, TOWELS OR TOILET PAPER! When we arrived at the property, we realised there were no amenities: no covers, bed sheets or pillows, no towels, not even some toilet paper. We contacted Huswell numerous times, and they told us that they will “escalate the issue”. After calling a few times and getting the same answer, they changed the narrative and redirected us to the property owner that had a restaurant on the floor level of the property. We talked to the owner and she told us she never knows anything about the tenants and that everything regarding our stay it’s Huswell’s job and we should get back to them. Of course we reached out to Huswell again and they told us that the owner should provide the amenities, but the cleaning team doesn’t work with her anymore. We got back to the owner and asked her to talk and coordinate with Huswell, but she told us that she cannot do that.

I am writing to formally lodge a complaint regarding our recent stay at Bonrepo 105 Molenmeer, Brugge, booked via Booking.com for R10,000 (South African Rand). Our reservation was from Saturday, 21 June to Monday, 23 June, with a scheduled check-in at 5 PM. Upon arrival, we were appalled to find the apartment in a completely unacceptable and unhygienic condition. The issues included, but were not limited to: Beds not made No linen or towels provided Absence of basic essentials: broom, toilet paper, dishcloths, dishwashing liquid No kettle or facilities to make coffee or tea Heavily stained duvets and pillows The apartment had no means for making coffee or tea — there was no kettle, toaster, stovetop, or microwave. Effectively, the fee per night was for an empty shell. TV screen is cracked on the side Rubbish from previous guests left on the table Dirty floors, shower full of hair, broken toilet seat We made repeated efforts to contact the host, the property manager (Huswell Managing Group), and Booking.com, but our calls and messages were either ignored or declined. To further compound our frustration, we encountered significant difficulty accessing the apartment using the TIDY app, which proved unclear and unreliable. As a result, we were effectively stranded for the weekend during a major event in Brugge (the Triathlon), with no alternative accommodation available due to full bookings across the area. We have taken extensive photographic evidence of the property's condition upon arrival and again before we departed — after we did our best to leave the apartment in a cleaner state than we found it. This experience was far below the standards we expect from Booking.com and its listed properties. Therefore, I am requesting the following: 1. A full refund of R10,000 2. A formal apology from Booking.com and assurance that this property is being thoroughly reviewed 3. Confirmation that this complaint has been escalated to the Huswell Managing Group