My stay at Numa Coolsingel was one of the most frustrating accommodation experiences I’ve had. Firstly, there was construction noise that started at 7:00am, despite being told it would begin at 9:30am. This completely disrupted my rest and set the tone for the rest of the stay. The most serious issue was access to the room. On two separate occasions, I was locked out despite having valid access and a confirmed late checkout. On the first occasion, I spent around 45 minutes on the phone (15 minutes with Sofia and 30 minutes with Jess) just to regain access. On the second occasion, I was again locked out for approximately 30 minutes. This is completely unacceptable — access to your room is the most basic expectation of any stay. Customer service was extremely poor. Both Sofia and Jess were unable to resolve the issue efficiently, and I was given incorrect information about my access. I was told my code was invalid due to not having a late checkout, which was not true, and was then issued a new code while being told it was the same one. The lack of clarity and competence was very frustrating. To make matters worse, after checking out I was accused by Rafaela of smoking inside the room — something I strongly dispute. Despite this serious allegation, no clear or sufficient evidence has been provided, yet they are attempting to charge a €150 penalty. Overall, this stay was defined by poor communication, unreliable systems, and a lack of accountability. Being locked out multiple times, receiving incorrect support, and then being wrongly accused of violating rules is not acceptable. I would strongly advise others to consider alternative accommodation options.
