Best Western Plus Hotel Massena Nice

Parking right in front was very convenient, and the staff took care of the car. The hotel is in the center of Nice, inside a beautiful old palace with a sumptuous lobby. Check-in was quick, and the staff were courteous, especially the woman at reception, whose name I unfortunately didn't catch. My room on the fifth floor was a little small but well equipped, and it even had a nice little balcony. I'd recommend staying here in Nice for business or leisure.

We had a great first trip to Nice, and we'll definitely book the Best Western Plus Hotel Massena Nice again. The hotel was very clean, the breakfast was superb, and the staff were attentive and friendly throughout. When we had to leave before breakfast began, they gave us a take-away breakfast bag with coffee. Getting there was easy too. The hotel is just off Place Masséna, and tram 2 from the airport made the trip simple. The welcome was warm, and the staff couldn't do enough for us.

The staff were mostly hospitable and helpful, especially housekeeping, who were accommodating when we fell ill during our stay. The rest of the experience was a big disappointment for a 4.5-star hotel, and I wouldn't recommend it or stay at another Best Western again. Our room didn't match the website photos. The heating didn't work properly, so they brought us a radiator with damaged feet that wobbled and felt like a fire hazard. The bathroom had no heat, and its uncovered window let in light and cold. Going from the somewhat warm bedroom into a freezing bathroom was miserable. The bedside shelves were so tiny that things kept falling off. There isn't a restaurant, only breakfast, so Uber Eats is useful if you can't get out. At check-out, reception first tried to charge me for breakfast I'd already paid for at check-in. Then they said we had two rooms and wanted to charge breakfast for the other one. We hadn't booked two rooms, but had asked to change rooms because the first smelled of cigarette smoke. Since we were unwell, we later chose to stay in the same room, and the other option wasn't much different anyway. They also asked me to pay the city tax. I asked why it hadn't been charged at check-in. The receptionist admitted it was their error, but didn't apologize and seemed arrogant about my question, saying it was the same whether I paid at check-in or check-out. It wasn't the same for us: we had to travel to Genoa, and the confusion held us up. I've read other reviews rated three or lower, and the hotel's replies seem generic, like a template. I expect the same sort of response to mine, which would mean nothing changes.

The location was excellent, breakfast was good, and I highly recommend this hotel. What really stood out was the service: from the front desk and valet to food staff, housekeeping, and maintenance, people were efficient, responsive, and accommodating. I'd give the room 4/5 because the sink and shower drained poorly. Housekeeping responded and tried to fix it, though the WiFi was weak too.