PROS+CONS=POOR-a good hotel is more than a great location)
19/10/2016 NotMolly, Canberra, Australia
To be fair we'll start with positives:
As other reviews noted - in middle of the beautiful Old Town. A tram stop is right nearby (fantastic tram system here) + there's a few su... more
To be fair we'll start with positives:
As other reviews noted - in middle of the beautiful Old Town. A tram stop is right nearby (fantastic tram system here) + there's a few supermarkets nearby & other great shopping although of course, brand name/expensive around Old Town. Only a few blocks to more affordable shopping + malls with most services eg. I had a hairtrim/colour as we had been travelling for 2 months.
Nice range of food to meet more tastes and cultures. A self serve style and don't expect much service (see CONS). A pleasant enough room for breakfast.
ROOM & THE BUILDING:
Our room had a large enough window to get some natural light & it overlooked the street & other historic apartment style buildings (see photo). There is a lift as well as an attractive lobby/small sitting area & a beautiful stylish staircase (see photo) - like an elegant sculpture.
COFFEE/TEA FACILITY: free quality coffee (but like most hotels, overinflated prices on other drinks - see CONS).
FRIENDLY & EFFICIENT CLEANERS
2 major problems which, if not for the above +s, would have caused us to rate this hotel "terrible".
Problem No 1:
For the first time, in our many years of travel, my husband needed to see a dentist while away from home. I went to reception and asked the young woman (who also checked us out on departure) if she could advise us on where to go. She agreed to phone around and let us know (her English was fine so no misunderstanding about what we needed). She didn't get back to us and instead went home in the afternoon without leaving us a message. Consequently, my husband was in pain during the night. In the morning I asked if she had found a dentist...she gave me a blank stare and finally replied "no, the dentist didn't ring me back". When I suggested she could have advised us of that before she went home the day before, she became very argumentative and defensive. I showed surprise at her uncaring manner and she then begrudgingly apologised - it was more like acknowledging that she had done the wrong thing. No offer from her of trying to help in a more timely/helpful manner to make up for her mistake so instead I rang around myself until we found a dentist who could speak good English + help.
Problem No 2:
- After we had departed, the hotel thought it acceptable to put an additional charge on our credit card without any reference to us! There was no correspondence with us & no detail was provided - the audacity to take money from our account!
- After our initial complaint about this (via email) they responded by saying some drinks were used, even though we had made it clear that we did not consume them. We sent another email suggesting the hotel examine their own systems as either the hotel made an error or staff within the hotel are dishonest.
- When they finally realised that we were definitely not going to accept this behaviour from them, they emailed to say that it was their error after all! An apology was given but it still left us wondering if Problem 1 (described above) and Problem 2 (this one) were linked?
Not much information or warmth from reception on arrival. We asked for a map & it was handed over without any suggestions or inspiration to encourage us to explore/spend in this wonderful city (a wasted opportunity for Bordeaux tourism it seems). At breakfast the service is average/inattentive - they don't clear the plates but instead focus on clearing/preparing other tables.
TO SUM UP:
We plan on returning to beautiful Bordeaux again but we won't be returning here.
BWGHF, Propriétaire at BEST WESTERN Grand Hotel Francais, responded to this review
Dear Madam, dear Sir,
Thank you for taking the time to share your experience in our hotel and would like to introduce you our sincere apologies for not been able to satisfy your expectations.
As you point out, our location is ideal, all points of tourist interest, and various kinds of shops and restaurants are within easy walking distance. We have also maps of the city available to all our customers and we respond with pleasure to all their questions and requests.
Our staff, whether the cleaning service, breakfast service or reception service is trained and aware every day to the wellness of all our customers. We try to always respond favourably to their request and do our best to ensure that their demands, it is met as evidenced by the other reviews.
About your husband's teeth problem, you came to the reception explaining that he had suffered for several days, we questioned you about the nature of pain and called the dentist immediately. This one, was supposed to contact you directly (we gave him your room number), which the receptionist informed you before you go out for a walk. She also advised hospital emergencies in case of excessive pain. The dentist does not call back and we regret it. When you're back the next day at the reception to tell us that you had finally found another dentist, the receptionist presented his apologies for the inconvenience.
On the other hand, you had booked a standard room. The room you have occupied is a Superior room, contemporary style and with a large balcony. We had upgraded you for free, spontaneously and especially with pleasure for your comfort.
About our breakfast, it is offered to all our guests and is in the form of buffet free service and will, there are various organic breads, homemade cakes, fresh fruits, cheeses, various meats, local products and orange juice squeezed at the minute…. It can also be served in your room free of charge upon request. Our breakfast room is actually quite small, because we have a hold building, in case of overcrowding, so we have to clean and straighten quickly the tables so that each customer has a place. However, we also want to ensure that the buffet is always clean and appetizing and every customer to be welcomed as it should.
We regret again that our hotel has not fully satisfy you and hope to have the opportunity to be better hosts.
Frédéric and Sandrine Auriacombe