Comfort Aparthotel Lourdes L'Acacia

We spent three nights in a Superior Studio at Comfort Aparthotel Lourdes l’Acacia, and it was spacious, distinctive and extremely clean. The fully equipped kitchen had everything we needed for cooking, including a kettle, microwave, vessels and other kitchen items. It felt like a home away from home. We loved our stay and thought it was great value for money. Highly recommended for anyone visiting Lourdes.

I stayed for a week a few months ago, and it was a terrible experience. We were bitten by bedbugs, and the walk up was very steep. The towels were stained, and there were lots of spiders and cobwebs. No air conditioning, and it wasn't up to standard. The place looked very different from the pictures. You'd have to see how bad it is for yourself. Owners, reply to this and I'll upload photos as proof. Best of luck. I'll never stay here again.

The setting was quiet and the staff were very friendly. The dining area was nice, and so was the pool area. But the location wouldn't work well for anyone pushing a wheelchair. The rooms were quite basic, and the air conditioning didn't work, though there was a fan in the room. During our three-night stay the room wasn't cleaned, and we had to ask for fresh towels.

I'm writing this while upset and angry. On check-in day, I called reception almost every ten minutes from 4:30 to 7 pm to say we'd be late. The instructions said to contact them if arriving after 6 because reception would be closed. We were delayed on the way to Lourdes and got there at 7:30. The desk was indeed closed, but the office hours posted at the site, unlike the email or website, said it closes at noon on Sundays. Nobody had told me that. There was an emergency number, but it connected me to a woman responsible for a different Zenitude residence, not L’Acacia. She got upset when I called the same number displayed on the door for check-in problems. We were left outside with young children on a cold, rainy evening and no room. I hadn't received a lockbox code or any other information. I emailed and got an automated message saying they'd contact us within 24 hours. The Zenitude website had nothing about this location, and another residence a five-minute drive away had nothing to do with it either. They had my contact details, yet sent no email, call, voicemail or note on the wall. I'm glad hotel St Clair was open so we could book two rooms. Unfortunately, we still had another night booked at Zenitude and had to deal with them the next day. Update: They didn't have my reservation. By then I'd found another hotel with a very helpful host, and I contacted Hotels.com to look into it because I just wanted a refund. I had a nice visit to Lourdes, but this hotel ruined the experience. They don't want to refund me. I'll attach a letter from Hotels.com saying their attempts to reach the hotel were ignored. They'll take your payment and somehow lose your reservation. If you want stress and a headache in Lourdes, stay here. They say they never got a call. I've attached my call records and texts with the so-called emergency contact, using the same number posted on the door.