arrived at the hotel and have to say very disappointed and disgusted with the service both myself and guest received. The room given was different to what was advertised on the internet and half of th... more
arrived at the hotel and have to say very disappointed and disgusted with the service both myself and guest received. The room given was different to what was advertised on the internet and half of the room facilities were missing; no robes, no mirror, no newspaper, no bath and shower, no alarm clock which when challenged, the reception staff became extremely rude and verbally aggressive. We asked if we could pay extra to upgrade the room and was told all rooms were full despite still showing online as available rooms. When i questioned this the receptionist shrugged her shoulders. Following on from this we asked to speak to the manager and was told not available for 2 days so nothing they could do to help and then the final straw was that there are no spa facilities so despite them advertising on the website as a 4 star hotel with spa, we were informed only when trying to access the spa that the spa was closed for refurbishment and not reopening until the end of the September. This was the main purpose for booking this hotel and not only were we not contacted prior to be informed of this but it is still advertised on the internet as open. I was very disappointed and anxious following the aggressive nature of the receptionist and was given no option but to wait until the end of the trip to speak with the manager who was just as bad. We came away to celebrate our birthdays and selected the hotel based on the location and spa facilities. The manager upgraded our room free of charge after proving him wrong about the content on the website however before this was uninterested and refused for us to use the Sister hotel spa facilities. 4 days of the trip was spent contacting the booking company regarding the terrible service. less
CannesRiviera, Owner at Best Western Plus Cannes Riviera Hotel & Spa, responded to this review
We have a very different version, you have booked a classic queen bed, on all the online travel site and on our own site we have 4 categories, classic queen size beds, Privilege twin size beds, Privilege queen size beds, and junior suite!! so when you book a classic queen size bed you have a classic queen size bed, you asked for twin room but the reception ask for an extra you did'nt want to pay !!!! 40 € the room was available the next day because the hotel can be full sometimes and we don't have the rooms you may desire. and finaly arnaud gave you a privilege room for no extra fee. that what you wanted from the begining. Concerning the SPA, this one will open sooner but this is welle explain on our website. We need to refurnished it in view to well welcome our guest and as the summer time is not the high season for the SPA, we choosed to refurnished it during this season. Also the spa is not free, I doubt that when you did'nt want to pay an extra for a bigger room you would'nt have pay for a massage 95 € ? but anyway.