When arriving at the hotel we were very happy. Everything was as described, staff and security on Friday 23rd June. Where the most welcoming and accommodating, the cleaners are absolutely lovely and ensure you’re okay. One man, which regretfully I didn’t catch his name went above and beyond to ensure we were safe and helped us multiple times that evening with food deliveries and calling restaurants for us.We were so happy. Last night Friday the man at reception was so kind, gave me change for the vending machine and was all smiles and friendly. So it was quite a shock to me. That on our last night, it’s 2am I wasn’t too well from the food and I needed a drink so I popped down to reception where I went to the vending machine. Couldn’t see a tea on the menu, so I approached the man sitting at reception. I said “Bonjour, hello by any chance do you know if there’s anywhere I can get a tea, or by any chance could I please use a kettle” He responded with “what!?” So I kindly repeated “anywhere I can get a tea? Or borrow a kettle” He then responded, “it’s not my problem, I’m here” I said “oh alright? I was only asking” He then said “why you down here at 2am” and looked at his watch… I said “I came down to get a drink and going for a cigarette.” He said “go to your room” I said “I’m going for a cigarette, you can’t smoke in the hotel rooms” And then he started talking in French to the security waving his hands around, doing smoking motions and pointing outside. Security then walked directly at me, and started speaking at me in French. I honestly had no idea what was going on. He turned around and went back to his desk. I walked out for a walk and a cigarette. Returned and they were staring and talking in French. Quite honestly I felt intimidated, on edge and very angry. The cheek, I pay for my holiday, my room. My stay. There is no rules in place stating I cannot exit my room at a certain time. The night before and the Friday, I spent most my evening outside with security and at the reception with the lovey staff. This man I had not seen while staying here, and was quite abrupt, rude and condescending. I didn’t dare ask for his name, but he is an old-ish guy, grey hair. Honestly, he has let this hotel down massively and I don’t quite understand what I did so wrong. A nice simple response of “sorry I can’t help you; no kettles” or “a little busy, if it’s not in vending machine- it’s not available”. But he felt the need to imprison me and send me to my room. At first, I’d have recommended this hotel but because of this I DO NOT recommend staying here, customer service skills are AWFUL from these 2 members of your staff.
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