What a horrible experience! We arrived just after 4pm, had to carry our suite cases up 2 flights of stairs as no lifts exists. We opened the door, it was STINKING of cigarette smoke, a non smoking rule is clearly stated! The water in the basin was just dripping out and the bedroom had no curtains. We called the Smartflat customer care number, the lady told us, they would call us back immediately, 1 and a half hours later, we emailed and called again to be told by a very unpleasant lady that they will try and move us. Thirty minutes later we had not heard anything, called Booking.com who also called Smartflats, Booking.com did call us back, they couldn't resolve the matter. We called the Smartflats customer care number again, demanding to speak to a manager as the lady we spoke to could do nothing. No supervisor nor manager was available and informed them we are moving out and demanded a full refund. No response!

Absolulely worst behaviour of accomodation I have ever seen - we had booked 10 people place for last year but due to Covid19 we could not arrived. This is first place in EU I have seen, that kept all our money without refund!!! Or possibility to change the date! It was not cheap as it was Tomorrowland dates and we lost all our money. Yesterday they even had the audacity to charge our credit card with “city tax” even though we could not arrived. Insane scammers!!

I booked back in mid-January on Booking for an early May stay with free cancellation until about one week before the stay. I was told that I would be charged for half of the stay at the time of booking and the other half at arrival. However, when I looked at my account, they charged me for the full stay over the course of two days in January. When I asked for this to be corrected they refused. In late February/early March, when I canceled the trip they refused to refund my money. I contacted them via email, and the Booking messaging app. I also called Booking customer service and the representative called them. After about 2-3 weeks of no response, I had to file a dispute with my bank to get my money back. To date, I have not heard from Smartflats. BEWARE!!!

Dishonest company. We made a booking that included cancellation cover. We had to cancel due to Covid 19. Two months after cancelling, we still have not received our money back. They ignore emails. Check their facebook page - it seems they do this a lot! Update - Smartflats have made a response to this review, saying they have been issuing refunds. I emailed them (with name/booking ref) on 18th April, 2nd May, and 5th June and no form of contact has been received from them at all. Still waiting...

DO NOT BOOK THERE ! We arrived to find our place trashed by the previous people and not even cleaned. We reached out to Smartflat to try and cancel our stay but they were almost impossible to reach, useless and gave us no solution or offers apart from 15% on our next stay (needless to say very useless as we will never come back). Plus we discovered there was no warm water and took cold showers in morning. A TERRIBLE EXPERIENCE. We won't ever use their service again.

AVOID THE TWO BEDROOM OPTION. Not sure if this applies to every room in this flat, but definitely avoid the two-story two-bedroom option. First will start with the relatively short list of pros, and then list the cons: PROS: - Central location, with easy walkability to major landmarks, bars, restaurants, etc (though there is a con to this) - Large space CONS: - Location. It is located next to two casinos on a busy street. - Noise. Because it is next to so many things, you will hear drunk people at 3-5am EVERY night, yelling and screaming. Sound proofing is very poor. - Disrepair. There were knife stab marks on the walls, the toilet set was broken in half and almost came off of the toilet, the shower head was completely leaking. The built in fridge broke so there is a small separate mini fridge. - Water. Hot water is an issue. It runs half cold and half hot. - Smell. It smells like a smoker used to live in the house, but honestly it is probably from the casino and the outside air seeping in. - Dangerous stairs. The stairs to go up almost seem to be a safety hazard, creaking and bending (hard to describe here, but it is a spiral staircase with little support), walking up and down felt like a dangerous obstacle - Customer service. While polite, basically does nothing. Seems like a large corporation that doesn’t care about this particular property. In the end - not worth it. Would not stay here again, and at any Smartflats property for that matter if this is how they handle their flats.

I should give minus ratings. Terrible service, there’s no lift, we have a baby with us and they gave us highest floor possible. The stairs are so narrow with no lights whatsoever. Nobody is helping us or issuing any sort of refund. We had to leave the place and look for a nearby hostel, the staff keeps saying we will get back but they don’t consider our issues. I would not recommend this!!

Smartflats is possible the biggest scam in Brussels. We booked our "hotel" VIA booking which we received an email with "Check in instructions", stating that we could pick up our keys at their reception. Their reception was non existent, we tried calling and emailing a number times with each time being put on hold or told that we need to deal with booking. After hours of trying to get a hold of them we had to book another hotel. The next day we finally got in touch with somebody via telephone after loads of waiting, again, to be informed that our hotel was under maintenance and that there is nothing they could do about it. So far we have been debited of 700+ euros and still have not been refunded. Whatever you do, do not book with these scam artists.

This place deserve a minus 10 star. Toilet is leaking. Place is filthy and dark. We have a young baby and 2 elders and they still manage to place us on level 4 with all the steep staircases. Called the customer service and she said it was us picking the level 4 apartment not them. How thoughtful! Not even tried to listen to me on the phone. Disgusting service! Will never come back to this place again!

Update: despite several communications and some hollow apologies, Smartflats still insists it is my fault for not requesting in advance to have sheets on the sofa bed and do not even address the issue that i called customer service immediately and was misled into thinking I would get sheets. I could have bought my own sheets at that point. Sorry, a 15% discount code means a false apology in my view. The customer service couldn't be worse. Check in was fine, but arriving at the room one of the beds (the sofa bed) had no sheets, pillows or blankets. 2 work colleagues traveling we needed two beds as advertised. I called a half hour after check in and was told someone would bring them (after having to send a picture: weird). I called 1.5 hours later to confirm and was assured again. No one ever came. Later that night my colleague found alternate accommodation. The next day Smartflats would not own the situation at all, ignored the fact the person on the phone promised the sheets and basically said it was my fault for not letting them know in advance that i needed both beds so cannot do anything to compensate me or my colleague for the great trouble. Luckily we had an alternative but the customer service at Smartflats is atrocious.

What a SCAM . Once you book they have the Worst service . I had an issue with my reservation a month ago and I try to contact them to solve it , they don’t answer on any of their points of contact (phone , WhatsApp, booking , Airbnb , email) they just want to keep the money and get rid of you.

I had a nice stay here for two nights. The appartment is very spacious and comfortable. Beds are fine. There is a cute little terrace where you can enjoy some shade on a hot day. Location is perfect, right in the middle of the center. The kitchen is well equiped having everything you might need to make dinner. We did have a bit difficulty reaching the appartment because they have different venues, but when we called they helped us right away.

We were disappointed with the appartment for several reasons, the biggest ones being the lack of wifi as we could only connect with other apartments’ wifi, making it super weak, the stop for the bath being missing even though we specifically booked a place with a bath tub due to chronic pain. After contacting the help desk several times and even sending photos and videos, nothing was done. We messaged them on tuesday morning after arriving monday evening, and by the time we left on friday, nothing had been fixed. When we checked, they said they “had told the technical team”. Studio was suitable for 4 people but can’t imagine that as the pull out couch was wonky and the curtains in the living room didnt keep the flashing lights from the casino across the street out. Communication with the help desk and people working the lounge wasnt great - everyone acted like you bothered them just by contacting them or dropping your luggage at the lounge - as they state you should do multiple times. If you hate interacting with people, take on a job that won’t let you do that.

Hello, we recently went to Brussels with some friends and we reserved the Smartflats Brusselian property. Sadly, we went through a bad experience with this property. We arrived and we had the wrong code for our door and they didn’t send us the good one until we reached the reception. And when we reached the receptionist to have the new one, badly, the receptionist didn’t help and hung up the phone. We tried again and another one responded. They made us wait a long time and when they gave the correct code, we entered and saw that our property was already occupied by other people, while we reserved it and it was normally said that it would have been ready at 4 pm. We tried to contact many times the reception and they were not helpful at all. We felt in a scam, it was not secure (other people sharing the code door, bad conditions) and we don’t recommend this property. We canceled immediately. We had to find another hotel last minute. When we left Belgium, we searched through internet more informations about this property and a lot of people deposited complains about this property. Many of them didn’t get their money back. Be careful and don’t reserve this place !

NO HOT WATER! AVOID THIS PLACE LIKE THE PLAGUE! Top location, but that's the end of the positives. There was no hot water for the entire stay. With two kids, you can imagine the frustration. Worst of all, these people cannot be reached! Whatsapp, phone, email, nothing works. I've since come home, and they still haven't answered my email.

Can I give 10 negative stars ?? this apartment, smartflats grand place was the dirtiest place I've ever been in life .. filthy chandelier, windows that do not allow you to see the streets .. so dusty curtains that allergy closes the throat at the same time. I simply left after dawn the day after I checked in, although I had already paid for the whole stay. ridiculous the place and the company that administers it.

Didn't enjoy my stay at all.

This was a nice flat in a great location. The apartment I stayed in faced the street and had lots of windows, a few were a bit dirty but it was a nice view with plenty of light. This was a studio so it was all open but a nice layout. Once the tourists head away from the area it's quiet at night, and a short walk to everything. Even though I didn't need it all on this trip it was nice having a full kitchen, long term stays will definitely appreciate that. It is an older building so if you're on a lower level you might hear people above you moving around at times. The door system was fine getting in, there's 2 keypads, you only use one of them. It took me a minute to realize you must enter the code to exit too, that would've been good to know ahead of time. The bed was comfortable and the bathroom was spacious Overall it was great stay.

DO NOT RENT HERE!!!!! The worst experience of my life. We arrived and the two-floors apartment had a broken stairs, it was missing a step so we could not access the upper floor where the bathrooms and bedrooms were. The refrigerator and the heating were not working. They never gave us a solution, we communicated twice by phone without a response, by WhatsApp chat without a response or solution, neither Hank nor Caroline, nor Frederick nor Salohy S., nor Gillian who responded gave us a solution. We paid for an apartment that we could not use and they never gave us a solution, they left 5 clients stranded without a place to sleep when they provide a hospitality service and they did not comply with the basics of access to a bed. DO NOT RENT HERE!!!!! DO NOT RENT HERE!!!!! DO NOT RENT HERE!!!!! PLEASE MAKE YOU A FAVOUR AND DO NOT RENT HERE IF YOU WANT A NICE PLACE TO STAY IN!!!!!!

Very great location and nice interior! Enjoyed my stay with Smartflats.

Arrived to location 20:30, nothing there, walked around, asked locals, asked police, non of them knew the location, the address was close (just one letter incorrect) called support 5 times and message on whatsapp during 2 hours, then at 22:30, I got into this (see pictures) payed 300€ a night.

They are miserable. They cancelled my booking some hours before my arrival by e-mal without any alternative. The booking was done 6 months ago and already paied. They were not answering any of my attempts to contact them. I have never seen something similar.

We were in the apartment of Smartflats city center, really cozy with all the utilities we needes to stay. Location super Close to grand plaza by foot, convenient stores and supermarket beside, amd in front of the apt are lots of restaurants and bars. Good communication by mail with the lessor. By far we had a really godd experience with our stay there! Really thanks! Pd. The only inconvenience is that it doesnt have elevator… so the only way is by stairs.. and are a little uncomfortable to lift with heavy luggage but it we look apart that 😣

Avoid this flat! Not worth the money, it’s expensive for what it offers. Go to Urban Yard hotel, they offer same rate and it’s way better than this. No wifi, no tv, room extremely cold and because of the location you’ll hear everything outside, right at the famous Brussels square, which is nice but not when you want to sleep before or after a long flight. I lost my money here

One of the worst experience. Lift is not working ! Customer service difficult to reach. Location link provided is wrong. One towel per person ! Dirtiest toilets. No ventilation in toilets ! Dirty wash basin. No amenities provided ! And they charge a bomb !!

Good and spacious accommodation in the heart of Brussels. We found the accommodation to be good. Lots of space, well-equipped, secure, warm. The decor and lighting is a bit dark but everything is basically fine and we enjoyed our three day stay. The apartment is very close to central Brussels - less than five minutes walk from the Grand Place, for example. So be aware that there can be street noise at night or early in the morning when deliveries are made. The noise didn't trouble us – the noise is a bi-product of living so centrally.

What can I say? Read all the other bad comments. All true. No wifi, very poor extra bed, no stools or chairs for all of the guests, windows broken, fridge was not working, and NO HOT WATER.

Although in a great spot this property is run down, and looks like all repairs have been abandoned. The lift isn’t working and going by other reviews hasn’t been working for over a year, the toilet is broken, the reception area is dirty and very uninviting. They only give you one towel per person no matter how long your stay is, no soap dispenser installed in the main bathroom and not enough ventilation in bathrooms which is causing mould. Customer service is poor when you have a concern.

I stayed at a smartflats apartment in brussels. Before my trip, I requested to change dates. The dates were available at the time of request, but they ignored all response from myself and from AirBnB, so I changed other plans and went on original date anyway as I wasn't eligible for refund. On arrival to the apartment, I got into the apartment building ok, but was unable to get into the apartment. After 2 hours on the phone, they basically told me I was a liar and in the wrong apartment, so they refused to send anyone out, for 2 hours. When they finally sent someone out, I was in the correct building, but they had given the wrong information, including the wrong combination for the apartment door. The apartment was lovely, apart from no instructions on appliances, and a dirty toothbrush on the bedroom floor. There was also not hot water throughout the stay, and no response from them on this matter. They responded once I got home, saying I was entitled to a refund. But then nothing happened. I didn't hear from them again. When I contacted airbnb, they also couldn't get any response from smartflats so issued a refund themselves. I wouldn't stay with them again and I'd advise anyone to steer clear of them.

Location is the absolute best, but their phone service was not good, we had issues with a fridge that did not work, and the water boiler that did not heat the water, even after calling the the response was "you just don't know how to use it" only after a couple of full restarts of the boiler did we get some warm water ( a bit of trial and error, and nowhere to see any instructions nor help from the office)

Awful customer service, bad Wi-Fi, rooms smelled like a chain smoker had been smoking ten packs a day. And one of the most basic necessities, toilet paper, not being included. That is absurd. We were told to buy our own. Who the hell does that?? Do not come to this place.

Super comfortable flats and responsive staff (contrary to what you would expect!). Had a very pleasant stay. Highly recommended.

Shower goes hot to cold quite often, no heating though I sent emails and called about it, beds uncomfortable and creaky. Pretty low standard apartment and their customer service is non existent. Wouldn't recommend this company to anyone.

We really enjoyed our long-term stay here. Cozy room with a great city view, spacious bathroom and handy kitchenette to cook for yourself. Beautiful looking and comfortable ! Perfect location and excellent value for money.

I love this place spacious and all the cooking equipment complete.

It's a scam.We stayed 5 days in 65bv Waterloo without heating and nobody cleaned the apartment.Owner doesn't answer complaints.Only deserves location.

Best location for Brussel center, shopping , bars and restaurants right in your door step. Easy check in and out.

They have taken over €350 prior to our stay, against terms and conditions, and refusing to pay it back despite free cancellation clause and multiple reminders over 9 months.

Great location. We had a two bedroom apartment and it was very spacious. But be prepared to lug your luggage up and down the stairs. The elevator gets cranky most of the time.... And you can get stuck for a while. Also, make sure that you have mobile data at all times... The system tripped and the pass codes to enter the apartment had to be reset and resent to your email address. Downsides of technology

Very spacious apartments which are well equipped with all necessary items for a short or extended stay. Very centrally located and convenient for Grand Place, Manneken Pis as well as metro/tram, rail and bus stops. Our apartment had a balcony but weather was not great (balcony is notuch use in December). Plenty of restaurants and shops nearby. Great for families, couples or business travellers. The only negatives are the smell of cigarette smoke which pervades throughout the building and the lift which can induce anxiety. No staff on site but we experienced no issues with check in - be sure to check emails and register in advance.

We stayed at apartment 201, Rue du Lombard for 4 nights in August. The apartment is lovely and spacious with all the things you need. We cooked 2 meals using the equipment in the kitchen. The beds are comfy and it has a lovely view of the Grand Place. It’s in a great central location and despite being on a busy street surrounded by building work is actually very quiet. We had read other reviews about the lift but it worked everytime for us which was great with a pushchair. The long code is a bit of a pain but would be easier if the 2nd (very heavy) door did not need pulled as you try to remember 13 numbers and symbols.( You need to put the code in both front doors) I would have loved a welcome pack giving you an idea of where the supermarkets are or where to eat, plus it would mean all the signs with instructions around the flat and building would be in one place ( just a suggestion) We booked through Expedia-this was really the only area for improvement-Communication between Smartflats and Expedia. This resulted in us paying twice for the apartment and having to request a cot, even though it was on our Expedia booking. Overall I would say this was an excellent base for a mini break in Brussels. Book direct through smart flats to avoid any confusion.

cet hôtel n'a pas l'air conditionné this hotel does not have air conditioner Este hotel no tiene aire acondicionado To day is 23 july and the temperature is 28C. It’s not possible that they don’t have AC. The customer service is very poor Esta caracteristica mató todo el encanto