Icone Hôtel - Annecy — Hotel in Annecy

There were many issues we had with this hotel and the customer service we received during our stay. Our main issue was that my credit card was double charged for our stay in July. When I noticed the charges and reached out to the hotel they wouldn't get back to me. After multiple attempts, finally I got a hold of them by phone and they still wouldn't do anything about it. Even after showing my bank statement with their hotel name on both charges. So I reported it to my visa company which took months for them to finally recover our money.

Aside from the staff for poorly handling the situation mentioned above it unfortunately wasn't our only issue with the hotel. When we first arrived at Icone we were not greeted or assisted whatsoever. Location is also situated next to a night club so depending what side you're room is on, you could hear people and music at all hours in the morning until it closed, we kept getting woken up between 1am-3am. False advertising, listing says they have AC, we get there and the unit's were all turned off in the rooms with no remotes in sight and replaced with a fan in each room. Which doesn't help at all in the month of July. Shower floods all over the bathroom floor when ever you use it. Our booking said it including breakfast and the staff told us in the lobby we had to pay for the breakfast. Also doesn't look anywhere near as nice as the pictures, it was a bad experience overall, therefore not worth the price. I would highly recommend you stay...

Dirty and had a horrible nights sleep, firstly there was black mold along the shower tray it had clearly not been cleaned in a while.|There was a loud buzzing noise that came from the air conditioning unit and went off all night frequently which made it hard to fall asleep, there was also no curtains in the room resulting in us waking up very early to the sun. You could see where a curtain rail used to be on the wall but they hadn’t bothered to put it up again. |The electrical sockets were not fully attached to the wall and you could hear the electric buzzing from one socket when you plugged something in. |The staff were also very unfriendly and unhelpful. ||Once we raised all these issues with a staff member she replied the mold must have been missed but you could tell it had been building up for a while. We asked to speak to a manager but she said we could only call the hotel the next day to speak to someone else. |We also said we refused to pay full price however they charged my card the next day 15 euros less of the total price however I would say that is still nowhere near acceptable for the number of issues the room had. ||I have attached photos and videos of each...

This is a charming, quaint hotel in the heart of Annecy. My husband and I spent two lovely nights there on Christmas Eve and Christmas Day, and it was an excellent spot to have a cozy celebration. We interacted with several staff members and they were all kind, accommodating, and super helpful. They all did their best to speak English to us and were very apologetic when they struggled, though overall we were able to communicate. They served plenty at breakfast and the room was cozy and comfortable. They also were agreeable to storing our bags when we arrived early and our room wasn’t ready and kept our bags for hours after check out while we spent the day in Annecy waiting for our train to leave in the evening. They helped us search for COVID testing spots (heads up, there is no place to get a COVID test in Annecy on Sundays). ||One down side is the noise level from the street, though it didn’t last too long and was of no fault to the hotel. Keep in mind too that there are no staff members at the hotel after 10 p.m. so make sure to express all needs prior to them leaving.||Overall this hotel was great and affordable, and if we ever return to Annecy we would...