Hotel berhampiran filadelfia heerenveen, Heerenveen

We had a fantastic dinner in the hotel, which was only out done by the exceptional service we received. I wamted to call out Abner who served our table and was quite exceptional. Thank you Abner, we will return and hope you are waiting on us once more. Awesome and very professional.. you are a credit to the hotel.

Travelling several times a month with work you never know what you will find when you first arrive at a hotel. This is a real gem, a lovely little hotel in a small village. The rooms are either in the original villa, and have lots of character, or in the purpose-built new wing looking over the garden. I was in the villa. The room was comfortable, clean, quiet & with lots of space. The bed was comfortable. There is parking available on site. The staff were friendly and efficient. Good value. The restaurant had a 'surprise menu', where you say how many courses you want, whether you want the vegetarian options, and if there are any foods you don't like, and you are brought your 'surprise' dishes. Excellent food, really good quality.

Pleasant hotel, however without doubt the worst customer service I’ve experienced. I initially booked via booking.com where no upfront payment was required. I had to make an amendment to the booking and cancelled booking.com and booked Direct with hotel. I was travelling with my wife for business and to meet with Dutch colleagues at the hotel. On arrival at the hotel, I was informed they had 2 bookings for me. I advised this was a mistake and the receptionist told me that it was ‘no problem’ and the second room would be cancelled. The next day I received an email cancellation with an invoice for the 2 nights which had been taken from my company credit card. I explained that the booking was an error but the response inferred that I was lying and had booked the room for other unknown guests. Had I have known I was being charged for the room, I would have found someone somewhere who could have used it. Eventually after some e-mails I was offered a refund for the 2nd night on the basis that the hotel wasn’t full that night. I asked for a manager to review the situation and for refund to be credited back to card I paid with. I have received no further communication from the hotel or any refund. I spoke to my bank who advised the hotels position was that 2 bookings had been made and were therefore chargeable despite e-mails to contrary re refund for 1 night. I have stayed in a number of hotels in The Netherlands for business and never experienced such poor service. On a plus point, the hotel is quite nice and is in a nice town, but will not be visited again by me.