Maya L.
Where's the no-star option? The service was terrible and outrageous. They give you only one room key, and if you accidentally leave it inside after 9pm, an out-of-hours call costs €70. Why not give guests two keys? The receptionist also handed us incorrect Wi-Fi details, though we figured it out and accepted that mistakes happen. She said that for help after 9pm we should call an out-of-hours number, which she said was posted around the building, including in the lift. Why not put it at reception or in each room? We had to go to the lift to find the number when the heating on our room's aircon stopped working after about 20-30 minutes. The call rang through to Toulouse, another city. Tony, the gentleman who answered, was nice and tried to help, but soon realized his aircon system was different from ours. He then called the Poitiers aircon attendant, who said he wouldn't come unless there was an error message. If he did come, we'd have to pay €70. At 1am, my asthmatic husband, our two children, and I were awake in a cold apartment. Hotels.com also tried to help; they called back around 2am and agreed to pay the €70 so my family and I could get some sleep. After I paid, an attendant arrived after 2am with two spare heaters. At checkout, they asked us to wait for an engineer to assess the aircon and confirm whether it was faulty. We had better things to do than wait around to prove we weren't lying. He still hadn't arrived by 11:35, so we asked for our receipt and left. This property's appalling service overshadowed anything positive. I definitely won't recommend it. Never again. Hotels.com understood the situation better and handled my complaint more professionally.
