| Eddie (Stop on the way) |
27 February 2012 |
2.8 |
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None |
- Non English speaking, grumpy old man who was the receptionist when we checked in on February 10, 2012 at 10 pm. He was more interested in watching the movie on his personal laptop than addressing our questions/concerns and giving us the service we deserve as a customer of a 3 star hotel. Since he is the only staff in the hotel at the time, we were having such a hard time at the hotel. Absolutely horrendous service and experience!
- No hot water in shower at night when we try to take a shower. Water was lukewarm at best and I was so cold my teeth were chattering
- We were charged more during checkout than the prices we were promised on our reservation form/confirmation letter (we booked online at the hotel website) |
| We checked in quite late, around 11 pm. The reception desk was manned by only 1 person, a really old guy who didn’t speak any English and who was busy watching movie on his laptop. I was extremely frustrated over the check in process. I asked about parking, he wrote Euro 10 on a piece of paper. I asked him “Is this Euro 10 parking charge for overnight or 24 hour?” He keeps saying “No English, Euro 10” and underlining the previous Euro 10 scribble on the paper. Next he started asking me about how many people in our group, even though we booked on the hotel website and he had a copy of our reservation in front of him, clearly stating reservation for 2 rooms, 1 room with 2 people, the second room with 1 people. I had to repeat my statement, accompanied by numerical hand gesture, “3 people, 1 room 2 people, another 1 room 1 people“. I had to repeat myself a couple times, which was ridiculous. Dude, read the piece of paper in front of you. It clearly has 2 different lines, 1 for each room with the number of people in each room written next to it!
It started going downhill from there. The 2 rooms were extremely small and of similar size. I originally thought that Standard room had to be slightly bigger than Single Standard, so I went back downstairs to confirm. After 5 minutes of trying to confirm with the old receptionist guy whether there’s any difference between Standard and Single Standard rooms, I gave up. He just kept repeating “2 rooms Standard” over and over again. Afterwards, when both my husband and I wanted to take shower, we realized that there is only 1 set of towels in the batroom (1 bath towel and 1 small towel). My husband called housekeeping (guest what, only 1 person in the whole hotel, the old non English speaking receptionist!) to ask for another towel for me. The old receptionist dude didn’t understand what towel mean!!! Gasp! OMG! My husband ended up taking the towels downstairs to show the guy what he means. He told me that the guy kept saying that there are towels int he room and only after my husband repeated to him several times with hand gestures that there are only 1 towel in the room, not enough for two of us, that the receptionist guy gave him another set.
It’s simply not acceptable for a supposedly 3 star hotel receptionist not to speak any English!!! But most importantly, I was most bothered by his attitude. Not only that he didn’t understand English, he didn’t make any effort at all to try to understand us. He was more interested in watching movie on his laptop than in servicing the hotel guests. In fact, everytime we asked him a question, we can see annoyance in his facial expression and angry tone to his voice, as if we came to bother him and interrupt him from his movie watching. Truly horrible service, Hotel Tierce probably should not advertise itself as 3 star hotel, if this is the kind of customer service it provides.
1 more negative note: hot water only available in the morning, on the late evening/night the supposedly hot water was not even lukewarm. Keep in mind we stayed in early Feb 2012, during a cold weather in France where the outside temperature was below 0 Celcius. I was shivering when taking showers in the evening.
When we checked out in the morning, there was different guy on the reception desk. Thankfully this one spoke English. When we complained that the receptionist at night not able to speak English at all, this younger guy said that it was difficult to find hotel receptionist that speaks and understand English. What a rubbish. FYI: the other 3 star hotel we stayed in Avignon, France, named Kyriad has 2 English speaking receptionists, 1 for morning 1 for night.
Considering that Cagnes Sur Mer in French Riviera depended heavily on tourists income, Hotel Tierce should try harder to get English speaking receptionist, at a minimum at least try to make your receptionist learn a little bit English on their own, instead of spending his time watching a movie on their laptop and pissing off hotel customers! After all, hotels are in the service industry, and I don’t think a hotel without good customer service can stay in business for long.
To top all the negative experiences at this hotel. they charged us Euro 6 more per night for our mother Single Standard room, despite lower quoted rate on our reservation confirmation. The receptionist said that since I requested at least queen bed (instead of 2 twin beds) for the Single Standard room on the online reservation form, both rooms given to us are Standard. He explained that Single Standard has smaller bed. I was mad. The old receptionist never explained this to us during check in, prior to giving us our room keys. Even if he did, the hotel should contact us prior to our arrival to confirm the room types and charges on our booking, instead of not saying anything, sending us a reservation confirmation with lower rate, and charging us a higher amount upon check out. The website didn't have a detailed explanation about the differences between Standard and Single Standard, so I thought Single Standard room is the same size as Standard room, but only 1 occupant instead of 2. |
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