!!! To anyone considering booking this hotel, STOP RIGHT NOW! This has been, without a doubt, my worst hotel stay in recent memory. The service quality was appalling, and the subsequent events made me wonder if the poor experience wasn't just due to a lack of service control, but also potentially malicious behavior from some staff members.
I booked two rooms for one night for my family of five: one standard room and one family room. Both rooms were riddled with flaws. While I can overlook minor issues that don't affect usability, some problems presented genuine safety hazards. For instance, the floorboards were loose and warped, which could easily trip someone or even cause cuts if one wasn't careful.
Within three hours of checking in, I discovered that the sensor light in the wardrobe was faulty and wouldn't turn off. I wanted to take a nap and called for maintenance to fix it. After waiting for 40 minutes and repeatedly calling to follow up, someone finally came up to fix it, stating it was a sensor malfunction. The last time I called the guest services center to chase them, no one even bothered to pick up the phone, and this was during normal working hours, not late at night.
Around 9 PM, I realized one room was missing a duvet. I had clearly noted that the room was for two adults and one child, and upon check-in, there were only two duvets. I called guest services to request an additional duvet, and again, I waited for nearly 50 minutes. Despite calling repeatedly, there was no response. I ended up having to go to the front desk myself to get a duvet and carry it back to the room. The staff's incompetence was absolutely infuriating.
After these continuous issues, I wrote an email to the hotel management and Accor customer service before going to bed to complain. The next day, things got even stranger. I received a quick, very formal response to my complaint email. Of course, I had stated in my email that I was just expressing my dissatisfaction, not seeking compensation, so I thought the unpleasantness was over.
However, what was bizarre was that around 10 AM, after breakfast, I returned to my room to find both key cards had stopped working. I had to go to the front desk in person and ask someone to come up and open my room for me. I immediately asked the duty manager why my key cards had expired at 10 AM when my check-out time was 12 PM. When I reported this issue at the front desk, they couldn't simply reactivate the cards or issue new ones. The duty manager had to personally escort me to my room, open the door with his key, and then told me they would send the key cards up to me later. When I asked him why the key cards had expired when they should have still been valid, he simply replied, 'I'm not sure.'
This inexplicable key card failure wasted 15 minutes of my time. Your staff surely knows that many guests here need to catch flights, and you also know that wasting people's time can cause a lot of trouble for them, right? But you just don't know why this happened, do you? Because both times I requested room service (beyond standard services), I 'coincidentally' encountered problems, and then the next day, my key cards 'coincidentally' failed, causing me minor inconveniences. So, I 'coincidentally' suspect that your employees not only have terrible service quality but are also somewhat malicious.
Therefore, please avoid this terrible hotel and its potentially spiteful staff.
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