Jill Hotel Brussels Centre Midi

Spacious, clean, friendly and helpful staff and excellent location

Good location and friendly staff. The room and the bathroom were spacious and clean.

Being next to the train station it gets quite noisy, but given that I preferred to be close to a convenient connection that is expected.

The location is great - right next to the Eurostar, national and local train/tram and bus station. Staff are super friendly and helpful - responded to our query promptly, politely, and professionally. Our room is clean and spacious; bathroom was great - great value for a hotel with the convenience of location and facilities.

The only downside - which was not in the hotel's control - was the noises. We stayed over the weekend and could hear party music after midnight. Due to the building structure, we could also hear doors and people walking in their rooms, though not talking voices, in the early morning. Wifi could be better - our device kept connecting to the Novotel wifi next door, unless manually disconnecting it.

The hotel itself was clean, modern, well maintained, and conveniently located close to the train station. Once we were moved to a room with a more suitable layout for our family, the room met our needs and we had no issues with the facilities. I would particularly like to mention Soma, who provided excellent customer service at check-in. He was professional, understanding, and solution-focused from the moment we arrived. When we explained our situation, he listened, treated us with respect, and worked to find a practical solution rather than focusing solely on problems. His professionalism made a positive difference to our stay and reflects the level of customer service I would expect from a hotel.

The hotel is located close to the train station in an area that felt somewhat run down, with a noticeable presence of homeless individuals nearby. While this is outside the hotel's control, it did make walking back to the hotel in the evening with young children feel a little unsettling. Unfortunately, the positive experience we had initially was significantly overshadowed by later interactions with a member of staff, Aisha. Communication felt unnecessarily confrontational and lacked the professionalism, understanding, and customer-focused approach demonstrated by other members of the team. Although a booking discrepancy had already been acknowledged from our side and we had offered to cover any additional costs if required, the matter continued to be repeatedly raised throughout our stay and again after check-out, which felt unnecessary. What was particularly disappointing was the communication style throughout. Rather than focusing on practical solutions for a travelling family, the interaction felt defensive and focused on policy enforcement. Comments were also made regarding our children and sleeping arrangements, which we felt were inappropriate, unprofessional, and unrelated to resolving the matter at hand. Overall, the hotel itself was perfectly acceptable, but the inconsistency in customer service significantly affected our impression of the stay and ultimately reduced what would otherwise have been a much more positive experience.