Kyriad Montpellier Est - Lunel

It was below 10 degrees outside in October, and the room was freezing because they hadn't turned the heating on. None of the thermostats in the building worked. Reception offered extra blankets, but that doesn't fix the problem. I know they can't control the weather, but they can care about the guest experience. And single-use takeaway cups wrapped in plastic aren't a very eco-friendly way to provide tea, coffee, or a cup for your toothbrush.

We had such a good five-night stay, and the food was amazing. We would have told the chef how much we loved it every time we ate there. The facilities were great too, and it's about a 30-minute walk from the station, which made visiting Montpellier easy. My sister and I don't know much French, but the staff were patient and lovely. They even let us choose whether to practise ordering in French at the restaurant and speaking it at the front desk. It was really nice to be given the option, and we'd definitely come back.

It's an okay place, but my check-in was a bad experience. The man at reception was rude and seemed to have an attitude. He said something about me in French, apparently thinking I wouldn't understand. When I asked what he'd said, he claimed it was nothing and immediately changed his manner. I was tired and didn't make a scene, but it was inappropriate, and hotel management should make sure it doesn't happen again. I was surprised because other reviews praised the staff, but that wasn't my experience.

Our six-month-old was made very welcome, and the staff were awesome. We were there during a school trip, but only realised at breakfast, so it didn't affect our stay. The food in the restaurant was lovely and affordable, and the buffet breakfast was nice too. We were only there one fairly late-arriving night and didn't see much of the area, though it looks beautiful beyond the immediate hotel surroundings. Our room was excellent, with a nice bed, a clean interior, and a lovely bathroom with a jacuzzi bath. I accidentally switched the tub on and couldn't figure out how to turn it off, so my husband had to run to reception. It came with a shower head but no mounted shower, which was a shame. I also liked the eco refill soap and the policy of not replacing towels every day when they aren't needed. We were very happy with our short, pleasant stay.