To be honest we expected more from Scheveningen’s top hotel, despite the bad ratings here. It all started before we even got there when they sent us the booking details of someone else (wrong name and date.) I called to get it rectified but they did not apologise nor explain. I then booked a massage and a pedicure. We got a call immediately after saying it was not possible and we had to have them at different times. After some back and forth we agreed. Later on, they claimed we had booked each of them twice and tried to double charge us for their mistake. More on that later.
We got to our room, I took one step in there and walked straight back out. It smelt of sewage, was freezing cold, tiny and had no bathtub. I went back to reception and asked for another room. This was marginally better, had a side sea view and a bathtub but it was nowhere near the 20 – 25 m2 described on the internet. At best it was around 16m2. There was also a strong sewage smell. A 5 star has to have 4 lamps in the room (there were 2). The walls were bare. It was very sparse. I have seen better 3-star rooms.
We ended up having to stay another night in Scheveningen so I found the best rate on their website and thought it would be easier to book another night at reception. Down I went and was told it would be more than that by 20 Euros. I told them the price on the internet was lower. They countered by saying I was clearly looking at Booking.com. I showed them my phone and that it was their own website and not Booking.com. The staff member went back and forth to management and in the end, they agreed to let me have the room for the price on the internet (big concession!) I had to spell out the price exactly.
Upon arrival at the spa, as mentioned above, they had double booked me and wanted to charge me double. We spent 20 minutes discussing this which was not relaxing. The staff there are very nice and explained that they had a new system. Also, when we were there, the door opening system went down so there are clearly some internal problems.
Also, when we checked in, the staff seemed to be laughing at some internal joke which seemed quite insulting as I was not sure if they were laughing at some of the guests.
All in all, the location is a 5* and the public areas are too. The spa area is nice but call to make an appointment. If you are fine with a tiny, 3-star room and frankly weird service the you will be fine here. We were disappointed with the hotel but not with Scheveningen. It is almost like they feel they do not have to try because of their fabulous location.