Accor

I was informed by the receptionaist Teo at Hotel Mercure Center Saxe Lafayette, located at 29 rue de Bonnel, that he will charge hundred Euros per night for deposit( 400 Euros for the time I would stay at the hotel) When asked why deposit was so unusually high as I tyravel frequently and usually stay at 5 star hotels and was never quoted that high amount for deposit, Teo responded that in case I use the bar (which I understand) and if I damage the room which I was very shocked to hear from a receptionist to a guest who just arrived. I am a 73 year old physician and there is no way I would cause damage to anything and I never use the mini bar.

He retracted the amount after I pointed out that that cannot be correct. In addition Teo wanted said repeatedly that I will be charged additional 10 euros daily for city tax and that I would Have to pay that. I showed him the reservation confirmation from booking.com that clealy stated 2.5 euros per day and 10 euros for the whole stay he retracted that after insisting on it and arguing about it very rudely for some time. I had asked for a room on a high floor and natural lightinh, Teo sent me to a low floor room which as I entered had strong musty odor of mold.

I spoke with another receptionist who promised a better room but kept me waiting several hours without any update after a long transatlantic flight. I had to ask the receptionist to see if the room is ready which she completely forgot to tell me that it had been ready. Another receptionist who did not understand or speak a word of english was totally unresposive to my questions. On the day of departure I asked her to have my luggage brought out from the holding room as my Uber had arrived.

She simply turned away from me and statrted chatting on the phone. I had to show my Uber arrival to another receptionist Raphael who asked me to describe my luggage which they never gave me a ticket for as if I was going to leave with someone else's luggage. Proper thing to do would have been to bring me to the holding room and ask me to identify my luggage since they neglected to give me tickets for holding my bags. Room was partially seviced only twice during my stay.

There was no shampoo or conditioner and I was told to use the body wash for everything.
I decided to get my hair shampood so asked for the name and address of the closest salon. Again Teo pointed to some direction and said "just walk along this street there are many salons there". So I was sent on a wild goose chase without being able to get an appointment. Every hotel that I have stayed in in the past, concierge has always been helpful in making the appointmt at a specific address.

There was one receptionist who was very polite and helpful and I will give a seperate review as soon as I can locate her name.
Only thing that I can say that was good was the restaurant staff. They were courteous, willing to help in every way and very professional. Breakfast was good quality. Receptionists are the face of any hotel and it seems the receptionists at Hotel Mercure with the exception of one should not be the face of a hotel that considers itself 'Four stars'.

I will never again stay at this hotel again and certainly cannot recommend it to anyone. Teo and other receptionists need a lot of training in courtesy, in learning not to argue with guests, having the accurate information the first time or being able to say they don't know but will find out. My trip to Lyon would have been an enjoyable one if I did not have this very negative experience with the reception staff.(PLEASED CORRECT THE ADRESS TO ABOVE LOCATION.

THE ADDRESS THAT POPPED UP ON THE BOTTOM OF REVIEW IS INCORRECT. I STAYED AT HOTEL MERCURE LYON CENTER SAXE LAFAYETTE, 29 RUE DE BONNEL 69003 LYON FRANCE)

General manager Mr. David Debrito and duty manager, Extremely difficult to deal with and unaccommodating, Usually very helpful but in pullman vung tau Vietnam very negative
Especially Mr.David Debrito.
Poor customer service, Lack of response to my difficulty, Getting ignored, Abysmal service, Rude staff Coz of Mr.

David
Bonjour Mr.

Sébastien Bazin,
I would like to apology for writing to you directly, but I am in need of your urgent support, I am staying in Pullman, Accor group, vung Tau in Vietnam since 28 August 22 , My mother has just arrive on 17th oct to stay with me till 13th Nov22, the full payment is also made for her.
The issue is the hotel Pullman Vung Tau is forcing me to checkout today 19th Oct 2022 by 11.00 local vietnam time without any proper justification, (there were some issue about improper cleaning , laundry and breakfast I have all the evidence can share more to justify each and every point)
further would like to let you know that since my mother had just travelled from overseas she is feeling low and cant take risk to checkout, so if you can help me in resolving this issue and support me in my bad times will be highly appreciated.
I would like to continue my stay in Pullman Vung tau Vietnam, we like the hotel and of course small things like services can be resolved
Forced checkout by hotel on such a basic thing is not a proper justification, I am sure of your understanding.
Thank you for your prompt response and solution
Regards,
Aditya Rane
Dear David/Tin,
I would like to let you know that there has been a lot of misunderstanding about breakfast that was served in the evening from beneras (Indian portion of breakfast)
On the first day when I arrived at the hotel reception, I informed hotel about being vegetarian, was handed over the with vegetarian breakfast portion menu from beneras + other menu to choose from was told to choose from all this option, and will be served accordingly, when asked for clarification on Indian menu I was told to coordinate with restaurant for Indian portion clarity on what you need as they will understand better from this menu.
I spoke to the restaurant manager Mr. Rakesh and i asked him about the Indian portion breakfast, he said is not possible to serve at 5.00 Am, he told me chef are not coming so early, so he requested if I don't mind he can serve me the Breakfast in evening?
I said how it is possible the breakfast to be served in the evening, he said if you can adjust please, this was my mistake that I agreed to this adjustment, it's my fault that I agreed and tried to help hotel.
Surprisingly, now it's appears that I have requested the breakfast in the evening, TOTAL false statement will never accept.
As I am writing apart this there are few issues like ironing and room cleaning which are resolved once notified, so it's understandable which should be perfect but it's ok, no comments,Fair enough.
Some times I also receive fried rice with eggs, I have to return it back, it's understandable by mistake it happens, no comments.
I can share you all the evidence if required to prove myself as I don't want to be a rude guest here as I will be staying here longer further would like to thank everyone in hotel as all the hotel staff are friendly with me.
Now informed by you that you have fix the take away part of breakfast with TPSK which doesn't have any vegetation option apart rice , bread, honey and yogurt, coffee for eg, veg sandwich, veg burger, salads or grilled vegetables, sprouts, can you please suggest what you can offer to speak with TPSK to inform you officially if possible?
I would like to mention, I have no problems in the hotel, all staff are helpfull and resolving things once notified, but only the breakfast part is pending, if we can work together to resolve this as the staff cannot take decisions on thier own for this please
Offcourse once you inform what you can serve will ask TPSK to inform you officially if approved.
Thank you for your support so far, awaiting for your reply
Regards,
Aditya Rane

We have just spent 5 nights at Sofitel Grand Hotel Sopot. Room 305.

After 3 sleepless nights with a winter weight duvet, I asked for a lighter summer weight as I was unable to sleep. (Note: Aircon useless, totally ineffective) When we returned to our room later that day, 2 single blankets had been placed over the bed instead of a duvet. Again, I went to reception and advised them that this was definitely not acceptable, let alone totally unhygienic. The not very pleasant housekeeping lady then appeared with one single sizelightweight duvet and when I asked for either a second one for my husbands side of the bed, or a double one for both of us, I was told that there were none available!

This is supposed to be a 5 star hotel. Poor non existent air conditioning and only heavy winter weight duvets in the middle of June?!! We ended up with me sleeping under the single lighter duvet and my husband having to cope with the heavy double one on his side. Not acceptable.

5 nights of disturbed sleep.

Also noticed when we were checking out that no-one asked us if our stay was ok or had we enjoyed it.

Again, found this most unacceptable.

Would definitely suggest that someone sorts out the bedding issue at Sopot. Cant believe were the only people who found it unbearable at night

Sir/madam, My name is Ratheesh Babu. I am 47 years old.since 1991 l passed High school.

After school I joined Indian Army. I worked in Indian Army for 15 years. I Attempt OP Vijay Kargil War And OP Parakram. second steps to l joined Maritime Security Guard.

This Job is against Somalian based Pirates Protect vessels and crews And my Company is Diaplous Maritime Security Company Pvt Ltd Head Office in Greece. 8 Years Experience in this post.

Now l am thinking more better than life my carrier.

Whoever is appointed will work honestly and sincerely. All tasks assigned by the company will be performed efficiently.

Thanks,

Best regards ,

Ratheesh Babu MR .

I cannot sleep at night of 17 Sep 2022 that day it had private company event on 10th floor my room located on 9th floor room no.919.

That day I back to my room around 9p.m. and need to sleep, but it was very noisy from the 10th floor.

There are noises from music, DJ., and sound of feet bump on the floor thats horrible. I went down to reception and women staff said it will finish at midnight and honestly she cannot move me to a new room because the hotel was fully booked.

Until midnight I waited for the party over BUT IT NOT I called to reception a man pick up my phone call, I asked when the party will over? He said a few minutes with thumping sound.

After that I went down to reception again and met a man who pick my phone call, he is manager work at night shift start from 10p.m. and just said to me it will over 1a.m.

His service mind very poor with his sound and movement is NOT polite to me around 3 minutes after I complained he offered me to move to other room but that time its 12:30p.m. and other man staff come to talk to me that he ask me to understand their situation that they ask guests on 10th floor to use lower sound but they got complaint from guests on 10th floor too. Which they said they are also customers and paid for a meeting room for party.

And a second man staff also told me it is a business and I have to understand. If I want to complain I have to come to reception again tomorrow to meet a woman manager who got reservation for 10th floor party

The next day I went travel in the morning with low energy because I fall sleep at 2 in the morning and I cannot cancel my trip as I have booked a photographer because this is a first time to me in Paris and everything I have booked in advance more than one month also Pullman Eiffel because the special beautiful view with Eiffel.

After I went back to the hotel around 5p.m.

I met a woman staff hotel and I ask for talk to manager she just received my issue and then went to manager room and returned to me and said that her manager will offer a free drink at bar for the situation last night. I was vary angry at that time I cannot sleep almost all night but you offer me just a drink? until that time there is no apologize or sorry words to me. And I said to a woman staff that until now no ones said apologize to me and she said ok I am here now and sorry for last night, now you got it.

She made me more angry and I said now apologize or sorry words are not enough I need to refund my payment last nigh and she said she will back to manager office again and come back with they will respond my problem with 50% off from last night by they will return to my Accor member for 270 and I ask for documents that will insist I will get it and she said no there is no any documents.

Until today I did NOT get any compensation.

I was very upset with Pullman Eiffel this is the worst hotel I have ever stay in my life.

And I think I am Asian I will get the reaction like this from this hotel.

What Accor can do with them for improve and protect the situation like this in the future? Now I am not hope I will get any compensation because it is more than 10 days after that situation and I will not come back to all Accor hotel even Accor Associates hotel in Thailand.