Hotel Monastère Maastricht

Worst customer service I have experienced in years. I would not recommend the hotel to any of my friends. Sophie hides behind polices which are flexible and if she would be a great host would have be able to deal with our situation better. She is not a supervisor by far. Great luck in the future.

I attempted to book a stay at Hotel Monastère via Trip.com for Friday March 20. Unfortunately, while searching for hotels the date accidentally shifted to March 6, the same day I made the booking. When I completed the payment, I immediately noticed the mistake. Of course, the error was mine and according to the policy the booking was non-refundable. However, I contacted them right away hoping there might be some flexibility. The response I received was a standard message referring only to the policy. While technically correct, it would have been appreciated if someone had considered a small gesture, for example offering a voucher or the possibility to move the booking to the intended date or another date. That kind of customer-focused thinking would have made a big difference. So although the policy was applied correctly, this feels like a missed opportunity to provide better customer service. For that reason I’m giving a below-average score rather than the lowest possible rating.