Let me begin by saying we had to sleep in the car the night we had booked this hotel. As our flight was delayed we only made it to the hotel at midnight, at which point the hotel was not only closed and locked down but also all the lights off. After 1hr 30mins of calling what was labelled "night call" on the front door of the hotel, calling the hotel phone number, knocking on the front door and calling hotels.com (who were not useful at all and had us waiting on the line for 30mins at international roaming rates!!) we had not gotten anywhere and since all other hotels were fully booked (but at least still open and could speak to a receptionist!) we had to sleep in the car - appalling start to a romantic getaway!. Not a pleasant experience in such cold climate. Very disappointed with the service and will never return again. In the morning we went to reception to get the room we had already paid for to shower and got a person at reception who was not friendly and blamed us because apparently checkin closed at 10pm and added "there was someone at reception until 12.30am" - hmm... I think if there had been, he would have DEFINITELY heard us given we were calling, knocking etc. from 12am - 1.15 / 1.30am. Definitely not the way to go for a 4 star hotel. I recommend you go to any other hotel, even the 3 stars are much better in Durbuy (and friendlier service). Hope this helps someone and you don't have to go through what we went through.