B&B HOTEL Strasbourg Nord Schiltigheim

The room and breakfast were good the following day, and the rest of the staff were polite, kind and professional. That only made the earlier episode stand out more. I had booked three nights in Strasbourg, January 3rd to January 6th, and the confirmation from November 17th clearly said three nights. It arrived first in Italian and then in an automatic Google translation in English, so the dates seemed unambiguous. But the hotel's system showed only January 3rd to January 5th. The receptionist admitted right away that this was the hotel's system error, though it was hard to communicate because his English was poor, which I feel should be a basic requirement at a hotel front desk. Instead of offering a suitable fix, he first told me to find another hotel. Later, the option he called a solution was to pay extra for the third night, if there was availability on Monday. I refused on principle: since the hotel had acknowledged its mistake, I expected to stay for the price in my original booking, not pay more. He acted arrogantly and unprofessionally, as if I were trying to pay less when I was only asking them to honor the booking. To explain the higher rate, he got out a calendar, marked and underlined the dates, then patronizingly explained that Saturday, Sunday and the public-holiday Monday obviously cost more, almost as though I were stupid. When I asked for a customer support phone number, he acted as if he didn't know it existed and said my only option was to pay the extra. Yet the number was clearly in the booking emails. After I stepped outside to call customer support, he sarcastically asked if he could sell the room to someone else in the meantime. I find the whole thing absurd, inappropriate and deeply disrespectful. I was mocked, left without real help, made to waste time and put through needless stress, when a call to someone competent could have sorted it out easily. It was an extremely poor experience for professionalism and customer service, despite the otherwise good stay.

They cancelled my booking three days before I was due to arrive in Strasbourg. I'd made it through hotels.com, and after I couldn't get through to the hotel despite several attempts, I contacted them. Hotels.com spoke with the B&B, and the hotel assured them my booking was still valid. Even so, when I arrived I was told it had been cancelled, with no reason given. They had confirmed it was valid both before and after I went there. The receptionist was extremely rude. When I tried to get him to speak with hotels.com, he mumbled and kept saying something in French. Luckily, I was given another hotel. I can't and won't recommend this “hotel” to anyone. If you can get a decent price, don't book here, as there's a chance they'll cancel just days before your arrival.

Breakfast was a letdown compared with the other B&B Hotel I'd stayed at in Mulhouse, Basel on the same trip. I went down at 9am and the food was gone without being replenished: no bacon or ham, few yogurt flavors, and only a small selection of bread. I mentioned it to the concierge at checkout. The main issue was the shower, which flooded the bathroom and half my bedroom. I arrived in Strasbourg late and checked in around 10:30-10:45pm, then showered around 11:30pm. I didn't feel I could go downstairs to ask for help mopping up, so I used two bath towels, the hand towel and bathmat towel to keep the water from spreading. I had to wring them out and mop the floor about ten times before soaking it all up. There was visible water damage on the bathroom floor, suggesting this happens regularly. It was a shame the hotel didn't meet the standard of the other B&B, which had been close to perfect. I hope they fix these issues. The bed was super comfortable, there was a large TV, and the rooms looked recently refurbished.

This was my second stay, and once your account is set up, booking again is easy and convenient. Last time my room faced the railroad, so I was glad to have a different one this time. I expected a quiet night, but it was right by the elevator, which made a lot of noise and disturbed me during the night.