Where do I start, we book 6 rooms for a work conference, booking was under my name and my sister name. We are both gold Accor members.
When we arrived you have to take your bag upstairs to reception. Check went well, gave everyone details and arrival times as people were arriving at different times and day.
Room are nice, bed comfortable, it can get a little noisy as next to freeway.
House keeping broke my razor reported it and hotel credit me, on my last night coming back from being out at the conference and Dinner my pillowcase was taken and replaced with hotel lien, when I notified hotel they advised that they needed to go through all the lien to find and Instead if I email them pillowcase that I purchased the would refund me. I advised Zoe the night manager not a problem and get back to her she assured me that she would leave notes at reception for when I check out. Finically get to bed at almost midnight and my AC decides to make loud noise, I report it, I was asked to move room though due to being so late I decided to stay and sleep without AC.
Check out experience was a nightmare, Rofi was unable to check us out and sort out the pillow case and razor credit.
Firstly she was unable to find the booking, only to realise she had the wrong room number. Once she found the booking she advised that it was all sorted. I said that can’t be because Zoe advised there would be notes on the system as I needed to contact you to sort out the pillowcase. After providing my personal credit card Rofi was going to charge my personal credit card for work charges after explaining it all and advising that they are separate matters. They merged other room charges into my room total of $10 I asked Rofi to charge the original credit card in the system though Rofi deducted the charges from the credit that was on the system. I explained to a Rofi that the credit was for my own personal and was separate for the broken razor. In the end after 30min she advised that she will leave everything for you to sort out as she was unable to complete.
It was quite frustrating in both parties.
I received a credit for the razor after weeks of trying to get in contact with hotel. As for my pillow case I was advised that my stay was escalated to the manager Ben, who I left a number of phone calls msg to return my call and email though it now been over a month and still nothing for the manger.
Would I recommend this hotel no, even being a gold Accor member I have never being treated like this, there are other hotels next to the convention centre that are far better than this. It’s disappointing that I even had to write this review though only because the manager has not return any of my calls, emails or refunded me for my pillowcase which house keeping lost.