Résidence Les Belles Rives E - 2 Pièces pour 4 Personnes 434

We arrived after a long drive to a nicely presented hotel and a lovely room, so it was a letdown to find the bar closed on Saturday because no staff had turned up. The restaurant had few tables available from 20:30 and was short-staffed too. The dining staff were lovely and the table service was excellent, but they were clearly under pressure, and we waited 45 minutes to be served. The receptionist wasn’t professional when I complained that we couldn’t get a drink while waiting. The hotel should have asked us to book dinner ahead. A disappointing way to treat customers.

A year has passed and we still haven’t heard from the hotel, not even an apology, compensation, or a refund for our stay. We spent one night there in September 2023, and while we were at breakfast someone got into our room and stole cash. Reception wasn’t much help with reporting or handling it, so we went to the local police station and gave a statement. The hotel took four days to make its own statement, and we were given a copy. That statement said they had known for a month before our visit that a master access card, which opened all rooms and areas, was missing. It had gone missing with a staff member they had asked to leave after a guest found him in a room. CCTV showed that same former employee entering our room while we were at breakfast. To me, the hotel failed to keep guests and its facilities safe, and should make good our loss. There’s still been no communication.

The restaurant only had French menus, so an English one would have helped, though one of the girls assisted us and we managed. Breakfast was nice, and the staff were friendly and helpful. It’s a lovely hotel, with a nice room, good parking, and a spot close to the lake. Shame we didn’t get to use the spa. I’d stay again if I were in the area.

The best part was the location, one of the best in Aix, plus the helpful reception staff and a good breakfast selection. The spa is included, and the restaurant food was good, with friendly staff. Rooms were clean and OK. You also get free 11kW charging for three hours a day. The bar was the worst part. We waited over 15 minutes every time, the beer choice was poor, and I saw plenty of customers leave. No wonder it was usually empty. The place, spa included, feels a bit dated. Our family room had just one nightstand beside the double bed, and the doors didn’t always latch despite closing by themselves. We had a good time and weren’t disappointed, but there’s room to improve.