terrible service, staff is completely incompetent
Posted Oct 17, 2016
we booked a junior suite with a bath (my wife had back surgery) when we got to our room (no bath only a shower) when we complained they said no rooms have baths, only thing is we stayed there last year, in a bath suite. So when I called them out on lying, they said oh yes, we have a room with a bath, but its not available, when I explained that we paid for a suite with a bath, the pushed back and said nothing they could do. When I threated to sue if my wife fell in the shower, a room with a bath magically became available. On our 3rd of 5 days our room developed a terrible odour, we asked maintenance to take a look, they said no problem, we went out for the, when we got back the answer was, they opened the window and put air freshener. We left a note our bed (my computer was open and I had some work on the bed) the note said (in french) dont touch the computer or make the bed, the cleaning lady unplugged my computer, moved my work and made my bed. When we got in I asked the cleaning lady why she disobeyed my note? she said that maybe she was illiterate and didn't read! So I called the manager, explained that 1) they didn't fix the smell and 2) my computer had been touched and my work disturbed despite my note. I was told it was a huge error the smell would be fixed and they apologized for the cleaning staffs attitude. The next day we went out for 10 hours told them to fix the smell etc. When we got back, the exact same result, smell and she moved my computer, staff-terrible
Comment from Hotel Management
Oct 19, 2016 by Eric R, Hotel Management
First of all, we would like to present again our apologies for the dissatisfaction you have expressed during our meetings and on this feedback regarding the global experience such as the standards and services of our establishment and most particularly with the housekeeping service.
We understand your comments and we share your disagreement. This type of service does not represent our vision of the hospitality.
Be sure actions will be planned since your departure in order that it do not happen again.
As Christine Roussel and Romain Folliot proposed, you could contact them directly to give us a chance to be better hosts in the future and allow us to demonstrate a real level of service. We hope your wife will convince you to give us this opportunity.
Assuring you of our best care and attention, we remain,
Céline Pougeol, Quality & Guest Relation Assistant