Odalys City Apartment Hotel - Aix en Provence Ouest

On April 25, around 6pm, I came back to collect the luggage I’d left at reception after checking out. Earlier, a young man had told me with a smile that I could pick it up whenever I wanted because they were always there. Since Uber waits in Aix can run 12-15 minutes, I booked a car while heading back. But reception was shut, with a sign saying the receptionist was “attending to other clients” and no way to contact anyone. I waited 10 minutes, then 15, as other people gathered. My Uber arrived and warned that I’d be charged for every minute of delay, so I eventually had to cancel. After about 25 minutes the receptionist came back, walking very slowly, and seemed surprised to find four of us waiting. I handed over the luggage claim slip and explained, pointing out the driver by the entrance. She said she didn’t like my tone and now needed to see my ID because she didn’t know who I was. She said she had a 10-hour shift and could take breaks when she wanted, and told me to speak to her boss if I had a problem. When I asked why the sign didn’t say she was on a break instead of attending to clients, she again said to speak to her boss. My train wasn’t leaving right away, luckily, but I still had to pay the driver for the canceled trip. The receptionist said I could discuss the Uber fee with her boss because it had happened before and they’d refunded someone. So this seems to be a recurring issue. Uber refunded me after I explained what happened. In my experience, there was no customer service, professionalism, or seriousness. Odalys seems to care only about employees’ break times. I’d read the one-star reviews about service and other problems before booking two nights, but staying anyway was a bad decision.