My wife and I have stayed at this hotel several times. In fact, we always stay here when we are in Evreux. Unfortunately, we will not be staying at this hotel again unless the following issue is addressed by the manager and we receive assurances that it will not happen again. In fact, we will report this issue to the Best Western Head Office if we do not receive a satisfactory response.
The issue is as follows:
On leaving our room on the morning of our departure on Sunday 8 January, we were shocked to see that the 'clean' sheets for the bed had been placed on the floor in the corridor outside our room. In other words, they had been placed directly on the carpet where people and dogs (the hotel is, unfortunately, pet-friendly) walk every day. Those sheets are then placed on the bed where people sleep. This is disgusting!
Disconcertingly, when we reported the issue to one of the ladies on the reception, she looked at us as if we were stupid. She told us that it was perfectly normal to place the clean bed sheets on the floor and that other hotels do this as well. Her attitude was, quite frankly, very disturbing and very insulting. We have just spent the last 110 days staying in hotels all over Europe (we are business travellers) and not once have we seen clean sheets and towels places on the floor. It was normal to see this in hotels across Europe 10 or 20 years ago, but these days, most decent hotels have realized that not only is it extremely unhygienic to place 'clean' bed linen and towels directly on the floor, it is also very dangerous for people who suffer from allergies. Floors and carpets, no matter how clean they look, contain dirt, dust and germs. All in all, it is a disgusting and negligent practice and it should be stopped. Most hotels take the clean bed linen and towels directly from the trolley to the room. Sadly, not the Best Western in Evreux. The most disconcerting thing for us was that the lady on the reception thought that what we were saying was nonsense. The look on her face was that of ridicule. She clearly did not take our complaint seriously. That was a mistake. My wife and I take matters of hygiene very seriously. If we stay in a hotel where hygiene is not satisfactory, we make certain that this is made public and that the head office is informed. Bad hygiene in hotels is unforgivable and we find it sad that a reputable chain like Best Western does not enforce high standards of hygiene. If the receptionist in this Best Western thinks that a complaint about hygiene is a joke, what other things are wrong with that hotel? It does not bear thinking about. The receptionist half-heartedly told us that she would pass our complaint on to the manager. I very much doubt that she did this.
We will not stay here again until we are reassured that the practice of placing 'clean' bed linen and towels on the floor is stopped.
PS: In our photo, you will see that the clean sheets are actually on the pillow cases which are in direct contact with the carpet. Just to remind you, you put your face on the pillow cases when you sleep :( less
patricia m, Manager at Best Western Plus Palais Des Congres, responded to this review
On behalf of our entire team, I would like to apologise for not exceeding your expectations. At Best Western we strive every day to provide a superior customer experience. I am sorry we weren’t able to do that for you. We will use the feedback you gave us to implement improvements on the hygiene of the rooms and the attitude of our receptionist to ensure we provide a better experience in the future
Please consider staying with us again so that we can have another chance to provide you with superior service. You can reach me directly at 0232387777.