Belcasa Suite Hotel

We paid 260 euros and arrived after dark, but couldn’t find the key. This hotel chain does very little to help guests or sort out problems, and seems to have no basic customer care. Their late arrival setup is strange: the keys are kept in a different building 2.5 km away, and the email was in bad French with instructions we couldn’t understand. We searched everywhere, opened the safe case and called every number, but nobody answered. The next day, the owner refused to refund us, called us liars and hung up. She said maybe she’d do something in a week if she decided the email instructions weren’t “correct.” Instead of good memories, I’m left preparing claims to demand a refund from an owner I consider a thief. Don’t make our mistake. Don’t book with them!

The late check-in process was sloppy, unprofessional and written in bad French, so we had to find somewhere else to stay. The owner refused to refund us for a stay we never had, called me a liar and hung up. There was no apology or solution, and the whole experience was appalling. The people running these properties have no clue about customer service. They’re scammers, in my view. Stay away!

The location was good and the rest was okay, but the apartment was a bit outdated and smelled bad. The cleaning lady, who also serves breakfast, was very rude and unfriendly.

The staff were fantastic and couldn’t do enough for us. The tram, shops and restaurants were all handy. I loved this place.