B&B Hôtel Troyes Saint-Parres-Aux-Tertres

Dirty floor, dust in the corners. Friendly staff at the reception.

Booking Numbers: *********** (PIN 5187/hotel confirmation number: ***************) and *********** (PIN 8304/hotel confirmation number: ***************). We arrived at the hotel just before 8.00 pm on 22/03/2024 - tired after after a long day of travelling. When I presented our "Check-in vouchers" for the two rooms that we had reserved and pre-paid for online with Trip.com, the lady at the reception said that they were only room guarantees and did not represent that we had already paid for the rooms before arriving at the hotel. Therefore, I gave her our written receipts from Trip.com for our payments for the two rooms and asked her to call Trip.com to confirm that we had already paid for the two rooms. She then gave us incorrect entry codes for our two rooms, for which I had to return to the reception where she then gave me the correct entry codes. Later that evening when we passed the reception to to go out of the hotel to find somewhere to eat and I asked her if she had telephoned Trip.com yet, she acknowledged that the rooms had already been paid for online.

Firstly I had to pay twice for this stay, once when I booked via ******* months ago and again when I checked in via the automated check-in machine - no humans were available despite arriving at only 7pm. ******* customer services seem to obstruct every attempt to secure a refund for the duplicate payment. They blame the hotel for not responding, refuse to understand what I am telling them such as suggesting it was too late to cancel (who said anything about cancelling?) or that the payment at check in was just a holding amount - tell that to my bank account! Secondly the hotel was pretty dire. I don't expect luxury at this price range and usually stay in Ibis Budget hotels. However, the bathroom in this hotel was truly horrendous - dirty, smelly, gaping hole in the ceiling, hole in the shower tray, water from the shower didn't drain, soap dispensers all empty. Very grotty and no somewhere I will stay again, even if I only have to pay once.