Best Western Plus Up Hotel & Bar , 17 Place des Reignaux, Lille, Hauts-de-France, FR
What a huge disappointment for our 25th Anniversary, terrible stay!
We stayed here for 2 nights and I must say we were so disappointed with this Hotel. We were travelling for our 25th Anniversary and as we arrived, we were told we had to move our car out of a certain boundary due to a festival in town. You can imagine our shock, what festival? And we listened to the Front Desk Staff tell this same story to guests after guests, it was clear no communication about this huge event was communicated to guests staying at this Hotel. How did this happen?
We paid over $400 per night for this Hotel, and at these prices, I had certain expectations. I called the hotel a week prior to confirm our reservation and I did indeed speak with a person at the Hotel, as I wanted to ensure our reservations were intact and that we wouldn’t arrive with any surprises. I did this for all our hotels for our 10 day trip of Europe. This was our first trip and last trip to Europe! We used points for both nights, which meant 2 different reservations. I inquired about connecting the two reservations to ensure we wouldn’t haven’t to change rooms or that we would be checked out of our room. The person on the phone found the 2 reservations and assured me he made an update in the system.
Apparently the town of Lille was hosting the largest 2 day flea market in Europe the weekend we arrived, and no warning from the Hotel. After a day of driving from Caen, we were given a map of the town and shown the boundaries (15 ~ 20 city blocks) and was shown where we could and could not park. We put our luggage into our room, put on our Do Not Disturb and headed out to move our car, late at night and in the dark, yes also in a town we knew nothing about. We found a parking garage and parked our car. We soon discovered, no cars meant no taxis either! Called multiple taxi companies and where told “not possible”?? So at 12 midnight, two people, in an unknown European town walked for 25 mins, stopped at multiple barricades by I would assume to be city workers in high visibility vests supported by either police or paramilitary, all dressed in black carrying military rifles. That’s just crazy, and so incredibly unsafe.
We got back to our Hotel room to find someone had been in the room. I had mentioned we would need more towels, but we could get them from her later when we get back. Remember the DND sign on our door, this was the first time it was not honoured.
The music, yelling and screaming was so loud that we could her it on the 5th floor at the back of the building! The music and booming bass could be heard and yes, felt in our room.
I inquired about cancelling and going elsewhere, she informed me that I would lose my money, it was too late to cancel, but I could cancel tomorrow, lol, what a disaster, happy anniversary honey!
I had requested an iron and ironing board, it wasn’t in the room, no biggie right, well the mistakes just kept adding up.
The next day with next to no sleep, we proceeded into a crowd of people at 7:30 am, to look for a spot for breakfast since the hotel breakfast was very basic. OMG it was horrible. The crowds of people, the streets were filled with garbage and the smell of urine!
We came back to our Hotel after Breakfast to head out for our Day at Vimy Ridge. The DND sign was still up.
We came back to from our day to discover our room card didn’t work, no they 2 reservations were obviously not connected which had been indicated it was done a week ago over the phone. Housekeeping had been in our room!! They had moved my sleepwear and made the bed up, and while my camera batteries were charging, took our room card out of the room power slot. Such a personal violation, coming in and moving my personal stuff and taking our room card, ok it’s the hotel room card but to take something that was ours out of our room, is that stealing?
I proceeded once again to the Front Desk and inquired why someone was in our room while the DND was up, they told me that DND doesn’t apply in France. Seriously, DND doesn’t apply in France, funny it worked just fine at the Le Royal Monceau in Paris, just a few days prior!!
Then we discovered that this hotel was hosting, yes hosting an event for the Festival. The front desk staff were working the event. The large crowds were now at our hotel and the music was booming outside our lobby til they said 1:30 am officially but it was “3:00 am”, and their café/lobby area was full, omg, it’s just can’t get any worse, drunk and stoned people were everywhere, and getting to the elevator was a challenge. Did you know they pee wherever they want, yes, Men and Women, just randomly pee!. Apparently paying to use a washroom isn’t something they like to do. The Hotel has no control what was going on our 2nd night, the party was supposed to be outside, not inside, smoking in the hotel, in the hallways. We ended up putting wet towels along the door inside our room to stop the smoke from coming in. I guess there were guests partying on the 5th floor, not sure where all of the cigarette smoke was coming from.
Our safety had been compromised both nights by this Hotel, inside and outside the hotel. The communication to their guests was non-existent.
Needless to say we will never stay at a Best Western again. If I could have gone home and left Europe that night I would have!
I don’t think the Staff at this particular Best Western are familiar with the chain’s vision statement We strive to provide the highest levels of service to Best Western® hotels and to their guests with integrity and honesty such that brand loyalty continues to thrive. To achieve this vision, Best Western International has adopted the following core values: Excellence in quality and service. less
ZoeDEPOILLY, Sophie BAILLEUL Manager at Best Western Plus Up Hotel, responded to this review
Thank you for leaving your review of your recent stay at our hotel.
On behalf of our entire team, I wish to apologize for not being able to exceed your expectations. Your satisfaction is very important to us.
The Braderie de Lille is an event of European renown and attracts every first weekend of September for centuries tourists and crowds.
We sincerely regret that you have not been informed beforehand. We could have thought that this was a nice surprise for you because it is a very popular event in Europe.
It is true that the entire city center and 100 km of Braderie are prohibited to traffic. But as we have indicated to you relay car parks are at your disposal as well as the public transport that operate 24/24 the time of this event.
You have informed us of your wish to change hotels upon your arrival on Friday around 22h.
We informed you that for this first night the amount of your room would be charged but we accept that you change hotel the next day without charge.
We also informed you that all downtown hotels would be at the heart of the event with the same parking constraints.
After your first night you have not renewed your request.
The Braderie is also for Lille and tourists the opportunity of a big party on Saturday night.
We personally made sure that our event ended at 1:00 am and a security officer added security of the premises including access to the toilet and elevator.
No incidents were to be deplored. And we are surprised that the cigarette smoke from the street managed to reach your room on the 5th floor courtyard side.
Regarding access to your room we would like to point out that you have used the sign "Green me UP" which does not have the same function as the sign "do not disturb".
The sign "green me up" gives you 2 tokens for free consumption at the bar if you agree to give up the cleaning service and this in an ecological approach.
Wishing to guarantee impeccable service to our customers, our maids cleanly pull the bed and empty the garbage cans. No use of water or electricity to meet the environmental commitment.
If you had hung the sign "do not disturb" room service would not have accessed your room.
In each room a socket is at your disposal with a direct current to recharge your effects and does not require the key to your room in the player.
Finally, our 70% local breakfast was awarded the 2017 Best Western France Best Breakfast Award. We are sorry he did not catch your attention.
If I can help you in any way, do not hesitate to contact me directly at 0320060693.