I have spoken to two members of staff, one being the night receptionist and the other Laure Sutton.The night receptionist was unprofessional and lacked any customer service skills. While explaining how disappointed I was with our stay he laughed. When I highlighted this he used unacceptable terminology towards me. He stated and I quote “ You are “attacking” me and I didn’t build a rickety hotel or drive the cars to make the noise.” He then agreed with my concerns and stated the noise the seagulls make annoy him! This was the least of the worries here. I will bullet point the issues as I feel this is easier and will attach photos to help you understand my concerns.: Entrance to room 29 appeared dirty, marks on the carpet which is worn.: A dirty, damaged fold up bed directly outside the door, hindering evacuation in the event of a fire and unsightly. Cardboard box left outside the next room, this was still there when we left. : Bathroom sink tap loose, also unable to adjust the temperature on bath tap(also loose and set on hot.: Shelf in bathroom loose, items slipped off into sink. :Strong smell of fish from the drains in the morning. : Carpet loose and raised in areas also appears worn.: Curtains not attached to rail in places. : Decor poor, marks and lack of paint on previously attempted repairs.:Main light shade has water damage marks on it again unsightly. : Designated smoking area (night receptionist stated this) outside room window, surely this is not permitted by law. This also affected our privacy as people were standings directly outside the window, we had to have the curtains drawn at all time. Also window closed due to smoke. : Excessive noise from the floorboards both in the room and in the corridor. This caused disruption and extremely poor quality of sleep. Being an old building is not justification for the level of noise. : Road noise which shook the window frames, it actually felt like no glass was present in the windows.This noise continued throughout the night and early hours. The only one positive to this hotel was the positioning for the port and city centre. I struggle to understand how this hotel is rated as a four star, in my opinion it is an extremely poor two star. The online pictures and description which I based my booking on are the same as the hotel, outdated. As stated I have spoken to Lauren who was polite, and understanding. We have been promised a full refund which we have accepted. This is the only appropriate outcome to addressing the issues.However I called today to follow up the refund, the first agent said and I quote “I have been trying to contact that hotel for two weeks, they don’t answer the phone or reply to emails, how do you think I feel? I work here and they don’t answer, I’m getting 50 complaints a day about this hotel.”To add insult to injury the refund was never processed!!!! Absolutely disgraceful customer service across the board.
Claim your business profile now and gain access to all features and respond to customer reviews.
Accor SA is a French multinational hospitality company that owns, manages and franchises hotels, resorts and vacation properties.