Oh dear, of dear, only if you have to...
We stayed here for three nights. It was one of the few hotels in Aix with a pool, that was reasonably affordable and not in the middle of nowhere. All other hotels near the centre with pools were very expensive. Yet, I did not quite expect such a fiasco. We were allocated a room with a view over the car park. I went bak to reception to state that we paid extra for a poolside room. The lady said that is not what her booking form said. My reply was that it was not my problem, but that we specifically paid more. Reluctantly they moved us to a room overlooking the pool(view massively overrated). Anyway, when I got back with the new key card, it didn't work, so I had to traipse back to reception again. Our original requests to have two key cards, which is generally the norm everywhere in the world if you are two guests, were denied. The reason for only one key card was that they didn't have any more....... (one can generally buy these key cards 500 to a box, and they certainly don't have 500 rooms)
The reception staff was poor from start to finish. As it was extremely hot, I went to ask for an extra bed sheet, as the duvet in the room would have been too hot. I was told, "NO BED SHEET", just like that. I was surprised, as I didn't think it was a huge request. Eventually the lady on reception wrote my room number down with a huge sigh. They then brought it. It turned out to be a duvet cover. So again I had to go and explain that it was too hot for a duvet, and that I would an extra bed sheet to sleep under. They could not understand by I didn't want a duvet cover. Only then did they bring the correct item.
When going to reception on several occasions, there wold be no one there, and the reception staff could be heard chatting in the back office. Several times some French guests would shout at the closed door, and then the staff would appear with no apology whatsoever.
The second day, after a long day, we got to the room, and again the key card did not work. By now it was getting a bit long in the tooth.
The second last day I was using the pool in the morning. The toilet by the pool and outside restaurant was out of order, and the sign said to use the lobby toilets. When then going to the lobby toilets, it had no toilet paper. This is just poor. First of all, all their conference rooms were booked, so the lobby toilets would get used a lot more. But the fact is that almost any hotel in the world has an hourly toilet check for lobby toilets, to make sure they are stocked and cleaned. Here, they just don't care. So again, I had to speak to reception to tell them there is no toilet paper.
The bathroom in our room(406) had these big dirty marks on it, with some of the tiles white, and the others grey with dirt. It seriously needed a good deck scrubber. The only good things about this hotel is the comfortable beds, and the pool. As it gets extremely hot in Provence in the summer, a cooling dip in the pool after a hot day was very nice. But that's about it. The pictures of the rooms on booking sites are not accurate, as we had furniture that looked straight from the seventies in our room.
If this hotel just gets the basics right, and teach the staff the basics in customer services and manners, they will make a lot of progress.
If in Aix at any different time of year, I would certainly not stay here. There is a lot of hotels closer to town.
The wifi was free, but one had to sign in again every 3 hours. Also, it did NOT allow apps like whatsapp to work, which it very poor.
They probably don't care much about normal guests, as it seemed they do a lot of business with tour groups staying one night at a time, and their conference rooms. less
Hotel-Le-Galice, Responsable commercial at BEST WESTERN Hotel le Galice, responded to this review
We would like to thank you for helping us improve the quality of our Hotel and we are genuinely sorry to hear about your disappointment regarding your experience.
So many unfortunate accidents!
I guarantee you that today’s team are working hard to strengthen and develop a unique guests experience based on respect, friendliness and attention to details.
I would like to thank you again for your constructive feedback, and we hope that we will be able to count on you in the next coming years.
I hope you let us a second chance and that we would have the privilege to welcome you again at the Hotel Le Galice!