Cowool Cergy

The beds were rock hard, and water leaked through cracks in the showers and flooded the floor. We were lucky to be on the first floor. The hotel was incredibly noisy, too. After we complained, it seems the party was moved to the room above us, where the noise was even louder. We understand it was New Year's, but by 3 am it should have been quiet. In France, quiet hours are between 10 pm and 7 am. We had booked two rooms, but the second one couldn't be found when we arrived, so our rooms ended up on different floors, across from each other. With three children and four adults, that was very inconvenient. The elevator is small and its sensors seem faulty. The doors slammed shut as I was getting in and made my back pain worse. I'm disabled.

I booked a two-day stay at COWOOL Cergy Hotel at Paris Airport through Booking.com around noon on August 28, 2025, and arrived that afternoon. The room was on the ground floor, opening onto the lobby, and was noisy, stuffy, and dark, with no air conditioning. I left right away and told reception I was canceling. When I returned the next day to check, reception said the reservation had been canceled and refunded the Paris city tax to my card. But the €80 cancellation amount was not refunded. When I appealed to Booking.com, the hotel said it hadn't refunded me because the booking had not been canceled. If it wasn't canceled, why did they return the city tax?

We came with our two kids, ages 2 years and 5 months, for two stays in one week. On our first check-in, September 13, the room was cold. We found out the next morning that the heat was broken and a technician was coming on the day we checked out, which was no help to us. We checked in again on September 21 for three nights and asked whether the heat worked. Around midnight on the first night, the water shut off completely. The security guard said work was happening in the basement and the water would be off until 5 am. We'd come back late from a family event and couldn't shower, use the toilet, wash our hands, or do anything. We complained the next morning as the guard suggested. I also complained to the manager, who typed something and then just said sorry. Later that afternoon, my husband checked again with the male receptionist to see if water work was planned. He said no, so we stayed. Then, before midnight that same night, the water went off again after we'd put the kids to bed. We couldn't shower, use the bathroom, wash our hands, or get drinking water. There was no water anywhere in the building. The security guards couldn't find the cause, and one was baffled and very apologetic. Nobody told us the water would be shut off, even when we asked directly so we could plan. We would have moved hotels, but by then everything was booked or not taking arrivals. I saw several other guests come out to complain about the same thing. There was only one security guard on hand to help. He tried calling Ryan, the manager on duty, but Ryan's phone was off. A woman who lives there and works at the property but was off duty also couldn't help. This was the worst experience of my life. I won't bring my family back, and I advise people to stay away. Management was completely unacceptable, communication with guests was horrible, and at night there was literally no one on site who could help. At least put up a notice about the water shutdown so guests can prepare. Provide bottled water outside each room, or close and refund guests until the water and heat problems are fixed, to prevent a biohazard situation, confusion, and wasted time. You're telling me I couldn't pee, poop, wash my hands, or get water in a room I paid for on Friday and Saturday nights between midnight and 5 am on consecutive days? Where can I find a lawyer for this?

Ryan at reception was the only good part of the stay. His manager charged me 15 euros for a lost key. I'm fine with paying, but not with being robbed. Breakfast for 12 euros was a joke, and they didn't seem concerned. The hotel is far from everything, so you'll need a car. I had to pay 2 euros for a small bottle of water. Never again.