Best Western Hôtel Centre Reims

Reims was lovely, and the hotel itself was clean, pleasant, well located, and good value. The problem came with the payment. My agency had prepaid the room, but the hotel charged my card for the full amount anyway. After months without a reply, they said they'd refunded a card that wasn't mine. I kept contacting them and got no answer. Best Western said they passed my message to the hotel, but still nothing came back for months.

The room was tiny and the bathroom looked worn out. The location is the one real plus, right in the city centre. I got the feeling our presence was interrupting the receptionist while he checked his lottery numbers or something. I've stayed at plenty of Best Western hotels, and this was by far the worst. Very disappointing, and I'm being generous with two stars.

We paid in advance for four family rooms, but at check-in the manager gave us three and a much smaller room without telling us about the change. When we raised it, staff said they were full and couldn't move us. It looked like our room had been given to someone else. One staff member smiled as if the situation was funny. They also weren't receptive when I asked for the rate difference back, and tried comparing today's discounted price with what I'd paid. Two family rooms had been assigned to single people in our group while a couple got the smallest room. The staff didn't seem concerned with doing their jobs or giving decent service. I wouldn't recommend this hotel.

For the price, the rooms are hard to beat. The hotel is nice and sits in a perfect spot, and the front desk staff were really friendly and helpful. They even shared food and activity tips that weren't aimed at tourists. We'll definitely stay here again.