We booked a one bedroom apartment for 3 adults 7 months in advance. When booking on the Accor website (as members) we asked for “a nice room (with a good view if possible) that is not on the ground floor”. When we arrived we were given apartment 127 (the lowest floor possible) in the South Wing. The apartment was very old and in obvious need of renovation. It resembled a room in a very bad motel and was not what we had seen on the Accor website. It was also inadequate for 3 adults, as we could hardly move in the apartment and the sofa bed wasn’t even made up. The entire South Wing seemed to be deserted, so we wondered why we didn’t get a higher floor if there were vacancies. Our first reaction was to run and forfeit the $1,365 we prepaid, but instead we decided to complain at the reception. A different receptionist was very helpful and he moved us to a 2 bedroom poolside apartment (202) on the second floor in the North Wing. The apartment was spacious, renovated, modern and elegant and we did enjoy our stay there. Our review would have been 5 stars, if we hadn't seen the apartment 127. But we did see it and we had to face the idea that it was going to be our home for 3 nights. The problem at this hotel is inconsistency. What if we had not been moved to a better apartment? I complained to the hotel management and got this reply: “Thank you for your post-stay feedback. I am sincerely sorry for your bad experience at our hotel. Our rooms are privately owned; therefore, it is the owners' that decide the refurbishing in each room. However, as you are an Accor member, I deeply apologize that the first room was not up to your standard. Accor members should always have priority to our nicer rooms and special requests. If you decide to stay with us again, we can assure you will be put in a nice, well-maintained room with a pleasant stay. We will make special note of your requests, and this will not happen again.”
Excellent
109 Reviews