Maria C
June 12, 2024
Worst customer service ever. Stay in a hotel. Two weeks on and numbers phone calls and emails and our complaint has not been addressed. Firstly we booked this apartment block because there was a lift and we had two children and so we did not want to be carrying the baby and her pram up and down the stairs, Therefore we entered in to this contract with on the basis there was a lift throughout our stay, and this was not the case. No explanation/advance warning/apology was given. Furthermore, we had no water on Sunday 26th May through to our departure on the Monday 27th May. I called a number of times and every time I was told I would be called back with an update. No one ever called back. It was only at 10.30pm on Sunday 26th May 2024 when I called that I was offered an alternative solution of moving apartment (but NOT in the same building, it was in a different area of Paris). When I called earlier in the day, if this option had been offered to me then yes I may have taken this but to pack up my bags and travel with two children in the night was not possible. Because we had no water we could not shower, wash our teeth, I could not wash my baby’s milk bottles, I could not wash the oral syringe I need to give my baby her antibiotic medicine to her in, and I could not wash my hands to apply medicine to an open wound on my baby. I was therefore using wet wipes to clean my hands to apply medicine to my baby’s open wound. Most importantly we could NOT use the toilet and so I was running across the road with my 9-year-old daughter to use a bar toilet which was not appropriate for a 9 year old. This is unacceptable and not having water absolutely ruined those days of our holiday. We were also lied to by WS staff as they told us that the problem was the whole building due to work on the street. This was not the case as we checked with other people in the building and they all had water and then when I called on the 27th May 2024 to check if the water for a different booking we had later in our holiday in that block, was working, I was told that it was as the problem was only in Apartment 4 and we were now going to be in Apartment 1. If your staff had known all along it was just our apartment they should have offered me an alternative place when I called in the day of the 26th May 2024 and not later that night when it was impossible for me to move venue. They said they would pay for my taxi which was an insult. Additionally, when we got to Disneyland on the 27th May 2024 we did not enjoy everything as we should have done as we went to the park and then rushed back at check in time to shower losing valuable hours of time at the park. Your staff have been VERY unhelpful and unprofessional and not what I would expect from any organisation. I suggest someone calls me to discuss which is what I have asked for continuously.
