Guests who stayed here loved
“We stayed at this hotel for a one-night booking, a Friday night. We booked two rooms, one room for a family with one young child, and the other room was for a mom and a young child.
We are submitting this review due to serious financial issues which we experienced after check-out. We contacted the hotel by telephone immediately when we realized this, and were told we must use their formal email address to submit our claim and points of discussion.
It has now been almost three weeks since we did as they requested and submitted our formal notice of the issues. We continue to try to get a response from them. Their lack of effort to repay a double-payment which was taken by them for one of the rooms, combined with their refusal to discuss with us an EUR 80 fee for “smoking” from a family of non-smokers, is beginning to look like, at best incompetency, and at worst wilful fraud and probable theft requiring legal action.
The full story…
We arrived at the hotel at 11:15 at night, as anticipated. The gate for entry to the car park was locked and the automatic check-in machine had a large “out of order” sign. We had been told in the reservation that late arrivals would be via an automated check-in process, so this was concerning. I could access the car-park, and went in to find the reception building and to try to get access for the car. The person at reception took my details and started to work through the processing of the check-in.
The reservation had not been paid in advance, and the receptionist explained that that it had to be paid there and then at check-in, and not at check-out. He then said that the rooms had to be paid for individually, even though we had made a block booking and the booking confirmation gave one total price for both rooms.
However, he then started to say that he was having problems with his banking system. His machine cancelled two payment attempts with my credit card, which had worked fine earlier that evening at a petrol station, and I knew there was sufficient credit for this payment. Importantly, his machine did not say “declined” it only cancelled the attempts.
He said that he could not give us keys to the rooms until the payment was processed. He was also on the telephone to his contact at his banking provider, asking several questions about how the system worked. We tried again with the credit card; it was consistently being cancelled, but not declined.
Finally, I tried with my current account card, which was accepted. However, at this point he started to say that he still could not see the payment, even though I could show it to him as “in-process” on my online banking app on my phone. He still refused, stating that he could not see the payment.
By now he had let in the car, so my wife came in and we tried with her credit card. This payment was accepted. He reassured us that the first payment, taken from my current account, would not be processed, and would be cancelled by them.
We finally got access to the rooms shortly before midnight.
The next morning, we had the breakfast, which was quite good. We left the hotel and carried on to our destination. Later that morning at 11:56 we received an email from the hotel informing us that they were taking an EUR 80 fine as they had found “the presence of tobacco in the room” (“suite a la presence de tabac dans votre chambre”) and provided a photograph of something that looked like a small smoke detector on the ceiling of a bedroom with a piece of plastic stuck to it. Nobody in our group smokes.
I checked again my online banking accounts and could see that they had managed to successfully take the EUR 80 from my credit card. Also, they had not cancelled the payment as promised, so we had been double charged for one of the rooms.
We immediately called back the reception of the hotel, but they were insistent that the smoke detector issue must have been from us, as it had “not been there the last time the room had been cleaned”. That room had been the room of the mother and child, so she took the phone and spoke to the receptionist, and explained that she had noticed the item on the smoke alarm when she lay down to go to sleep, after getting the child to sleep first.
She explained that she was not going to get back up after midnight, wake the child, get dressed (the reception is in a different building, they would have had to pass outside) to go back to the reception to tell them there was something strange stuck to the ceiling of the room. On the other hand, she did comment that the bathroom of the room had some issues, that the toilet had not been correctly cleaned. Reading other comments and reviews online, this seems to be a relatively consistent issue at this hotel. So it was not clear when was the last time the room had been cleaned fully.
The receptionist stated there was nothing she could do, the charge must be maintained. We took the contact details to raise a formal complaint and to claim back the fraudulent EUR 80 charge as well as to request a cancellation and reversal of the double payment for the room.
As mentioned above, we are still waiting for any form of contact from this hotel, after our phone calls and emails to them.”
garkilleen · Nov 16, 2025
