Ok to Good... if I could I would have given it 3.5 points
In my opinion this hotel was nice/adequate. The pros were the location was nice and central with parking conveniently nearby. The hotel itself was clean, staff very friendly, and COVID-19 measures tak... more
In my opinion this hotel was nice/adequate. The pros were the location was nice and central with parking conveniently nearby. The hotel itself was clean, staff very friendly, and COVID-19 measures taken seriously. Breakfast was plentiful and good. The cons... (which I’m disappointed to write) the pictures of this hotel are a bit deceiving. What looks quite luxurious is not so much in real life. The room was clean and big but not as modern as the pictures portrayed. Our biggest disappointment was we had booked a balcony and as per the pictures were looking forward to sitting outside with an amazing view.. there is no such thing. We got a balcony but it was simply a double door window, you couldn’t step outside on to it. We went back down to check if they’d given us the right room as we had requested the balcony. The guy said there was only terrace rooms (which is what I suspect is in the pictures) but none were available or could be booked via booking.com so this wasn’t clear at all. Also my husband had booked for us to have champagne in our room on arrival. It wasn’t in the room but they knew what time we would be arriving as we were checking in later in the evening. No one had bothered to put the champagne in the room but they did try to charge us for it as we left. We explained we arrived late and never received it. The manager asked if we enquired at reception but it was so late at the time we said we’d just left it. Again I think it’s down to good customer care to provide this and that should be the responsibility of the hotel. Not down to us to ask.
For a 4 star hotel I was a bit disappointed with the old slightly unpowerful hairdryer and lack of toiletries (one combined shampoo and body wash only in the bath, not near the sink) and a very small odourless soap. A few other bits and pieces such as cotton buds, conditioner would have been nice.
Finally the icing on the cake, as we left the hotel tried to charge us a lot more than we booked for via booking.com. If my husband hadn’t checked we would have been paying nearly another €500 extra. Also we enquired about breakfast at the beginning and was told that it was included in our price (I also watched as I saw the reception manager say the same thing to another young couple as they were checking in) however as we left (maybe to make up for the the costs we questioned them over) they charged us €200 for breakfast. We didn’t even have breakfast every single day but by that point had a flight to catch so just left it. It could be that their communication isn’t great, but I heard the manager say that breakfast is included to another couple which it clearly isn’t so be aware of this.
Overall we had a pleasant stay at the hotel but the little negative issues have cost them a few points from us. less
franck perez, Propriétaire at Best Western Plus Hotel Massena Nice, responded to this review
C’est également avec un regard très attentif que j’ai pris note de vos remarques sur la catégorie de la chambre , et son balcon . Le retour de nos clients constitue un axe d’amélioration essentiel. Ainsi, je vous remercie d’avoir pris la peine de m’adresser ces commentaires que j’ai d’ores et déjà partagés avec les équipes concernées pour y apporter une solution immédiate.
Nous espérons avoir le plaisir de vous retrouver au Best Western Plus Hôtel Masséna prochainement et serions ravis de nous occuper personnellement de votre future réservation.
Franck PEREZ - Directeur hébergement