nikki_7867
May 30, 2024
I stayed in room 114 on 26/05/2024. I was with my family, we checked in as a family and picked e booked 2 rooms. Room 114 and 115. We arrived at 1am and were checked in by a very helpful receptionist man. In the morning , we went downstairs for breakfast at 10am and returned back upstairs to our rooms at 11am . Room 115 was still ours but room 114 was vacated and it appeared I was checked out an our early,against my wishes? The bed was made up and my belongings had been moved to the room next door,115. Check out time was 12pm. The room service lady went in my rooms without my permission and vacated room 114 whilst it was still under our reservation for another hour? I went downstairs to the reception staff to complain and demanded a refund for room 1 14. The staff called Clara and Hazel weren’t helpful at all? They said the error was made by an external employment agency, staff members,not their actual staff? Personally, I don’t see how this is my problem? I demanded to speak to the manager called Jibreel who wasn’t on shifts at that time? The female staff member called Hazel insisted I emailed the hotel with my discrepancies and give her a photocopy of my banking card so they could do the refund for that room after the managers arrived on his shift? The following day, I received a text message ‘fraud alert ‘ from my bank ,that someone was trying to attempt a banking transaction in Paris city whilst we were in the next city at Disneyland parks. The bank instantly blocked the card and we had no other way to access our money for the rest of our vacation with two young children! Even now, 3 days later, the hotel hasn’t done anything about our situation with the room refund or the fraudulent activity on our bank card? It is very disappointing and regrettable that this has happened in a reputable Accor group hotel and I will not be staying at this hotel chain again. It has ruined my vacation with my small children because I cannot resolve my bank card block whilst I am away from my home country, United Kingdom. Terrible service, minimal breakfast menu, fraudulent receptionist staff, illiterate room service staff, ignorant management. Did I miss anything? Extremely disappointed guest