The Originals Boutique, Hôtel Le Marmotel — Hotel in Clermont-Ferrand

We recently stayed at The Originals Boutique, Hôtel Le Marmotel, Clermont-Ferrand under extremely stressful and emotional circumstances. We had to make a last-minute trip after my husband’s mother was rushed to the nearby hospital. This was the only hotel within walking distance, so we booked out of necessity. What followed was the single worst hotel experience we have ever had.||Upon arrival on Saturday morning, after driving all night, we were given a key card and went upstairs—only to discover that the room was already occupied. Yes, someone was asleep in the bed when we opened the door. We were horrified and went back to the front desk.||The second room they gave us was far too small and facing the busy traffic, not the garden side as booked. We were beyond exhausted and told them this wasn’t correct. Finally, we were given a room that matched the size we had paid for—on the so-called “garden side,” which was in reality just a parking lot.||The following day, my sister-in-law and 8-year-old nephew arrived from Berlin, and I had booked them a room online in advance, requesting an early check-in. When we all went to the front desk to check them in, the staff told us the room would not be ready until 4pm—which was very upsetting but fine since my nephew could temporarily hang out in my room. But then, shockingly, the desk agent told my husband and me we had to check out immediately.||We were stunned. We had extended our stay the day before, in person, with the front desk. But she insisted that we were only booked for Friday and Saturday. I explained that we hadn’t even been in France on Friday—we were in Stuttgart, and I had our hotel reservation from Stuttgart to prove it. The hotel had clearly booked the wrong dates and now expected us to vacate the room, saying a group was coming and they were full.||This situation was deeply distressing. My husband and his sister needed to visit their critically ill mother in the hospital. Our nephew had nowhere to rest or relax. The lobby was filthy and uncomfortable. When my sister-in-law tried to grab a croissant from the breakfast area, she was met with hostility—a woman slapped her hand and barked that breakfast was only served from 7:30–10:30.||We had no room for over five hours. I took my nephew to a nearby hotel to sit and have lunch while we waited. Eventually, we were allowed back to check in again. My nephew’s room (a wheelchair-accessible room) was moderately clean, which felt like a relief at this point.||But our new room was a disaster—tiny, filthy, much smaller than what we had already paid for, and hadn’t been updated in over a decade. It was unsanitary and unfit for guests. When I tried to explain this, the desk agent told me there was nothing else available. I said my husband insisted on a refund, as we had been left without a room for five hours and then given a downgrade. She told me to return later when her colleague was in. I've attached photos from this room. ||When I came back later that evening, her colleague told me she could not give a refund—only a partial refund for the difference in room price. I explained this was completely unacceptable: we had paid for two nights but only had access to a room for a fraction of that time, and it wasn’t the room we booked.||After outlining the entire situation—using a translator app, since she barely spoke English—she finally agreed to refund the final night.||We then told them that we would be checking out the next day. I had booked two nights for my sister-in-law, but it was clear with how horrific the place was that we needed to leave ASAP. The morning we left, my sister-in-law and her son went in for breakfast. I had booked an all-inclusive night with breakfast covered. Instead, the front desk agent said they had no breakfast included and charged them again. When I came down, my sister-in-law explained the situation. I then requested a full refund for their second night and their breakfast. A long conversation ensued about the invoice. She did not fully understand the breakdown of the hotel invoice, and I kept showing her that breakfast had been charged, as well as tax for the full two nights. I was requesting a refund for the breakfast, for one night, and for the tax on that night. It was a nightmare. I finally gave up after she only refunded me €90. When we were leaving, she agreed to refund €39 more. At this point, I could care less. We just needed to get out of there.||Please note that this hotel is awful, disorganized, dirty, and unprofessional. No one should stay here under any circumstances. It made a difficult family situation significantly worse, and we are currently fighting for a full refund. This place is unsanitary, mismanaged, and should not be...

We recently stayed at The Originals Boutique, Hôtel Le Marmotel, Clermont-Ferrand under extremely stressful and emotional circumstances. We had to make a last-minute trip after my husband’s mother was rushed to the nearby hospital. This was the only hotel within walking distance, so we booked out of necessity. What followed was the single worst hotel experience we have ever had.

Upon arrival on Saturday morning, after driving all night, we were given a key card and went upstairs—only to discover that the room was already occupied. Yes, someone was asleep in the bed when we opened the door. We were horrified and went back to the front desk.

The second room they gave us was far too small and facing the busy traffic, not the garden side as booked. We were beyond exhausted. Finally, we were given a room that matched the size we had paid for—on the so-called “garden side,” which was in reality just a parking lot.

The following day, my sister-in-law and 8-year-old nephew arrived from Berlin, and I had booked them a room online in advance, requesting an early check-in. When we all went to the front desk to check them in, the staff told us the room would not be ready until 4pm—which was fine. But then, shockingly, the desk agent told my husband and me we had to check out immediately.

We were stunned. We had extended our stay the day before, in person, with the front desk. But she insisted that we were only booked for Friday and Saturday. I explained that we hadn’t even been in France on Friday—we were in Stuttgart, and I had a reservation from our night in Stuttgart to prove it. The hotel had clearly booked the wrong dates and now expected us to vacate the room, saying a group was coming and they were full.

This situation was deeply distressing. My husband and his sister needed to visit their critically ill mother in the hospital. Our nephew had nowhere to rest or relax. The lobby was filthy and uncomfortable. When my sister-in-law tried to grab a croissant from the breakfast area, she was met with hostility—a woman slapped her hand and barked that breakfast was only served from 7:30–10:30.

We had no room for over five hours. I took my nephew to a nearby hotel to sit and have lunch while we waited. Eventually, we were allowed back to check in again. My nephew’s room (a wheelchair-accessible room) was moderately clean, which felt like a relief at this point.

But our new room was a disaster—tiny, filthy, much smaller than what we had already paid for, and hadn’t been updated in over a decade. It was unsanitary and unfit for guests. When I tried to explain this, the desk agent told me there was nothing else available. I said my husband insisted on a refund, as we had been left without a room for five hours and then given a downgrade. She told me to return later when her colleague was in.

When I came back later that evening, her colleague told me she could not give a refund—only a partial refund for the difference in room price. I explained this was completely unacceptable: we had paid for two nights but only had access to a room for a fraction of that time, and it wasn’t the room we booked.

After outlining the entire situation—using a translator app, since she barely spoke English—she finally agreed to refund the final night.

No one should stay here. I'm not sure who is writing these 5 star reviews. I've included photos of the hotel. The lobby is filthy and my sister-in-law said the food was spoiling - the fruit etc. in...

Firstly management don’t seem bothered to changed the name of the hotel from Comfort inn to Marmotel on here so that people can find reviews and write reviews easily. I wonder why….||I booked this hotel for 2 reasons - the secure parking and an on-site restaurant. This was because it was a stopover on a long drive from Italy to Brittany. Before booking I emailed the hotel to ask how I ensured I could park in the secure car park. I got an email back stating I needed to make a note in the comments when I booked. I duly did this.|We arrived at the hotel at 7.30pm after a 10 hour drive. My husband stopped outside whilst I went to check in and get directions to the secure parking. There was a language barrier but we muddled through and he said I needed to pay for the parking and city tax which I did. The room had already been paid. We then went to the secure parking where the gate was wide open already and the car park was completely full apart from a disabled space. I dashed back in and after trying to explain the issue another staff member tells me parking is not guaranteed and it’s full. She started to say when you book with booking.com.. before I pointed out I actually booked direct with the hotel. Yes I can see it’s full but what do we do now. We absolutely would not have booked this hotel if we could not park. We ask if we can use the disabled space - not something we were entirely comfortable with as the other disabled space also had someone in it without a badge. She said yes as it’s late now but you need to pay for parking. I explained I already did and she checked and said you haven’t so I do it again. I expect to get charged twice (I did ask in the morning for them to check and they said I had only been charged once - we shall see!). |We finally make it to our room. Later that evening someone else tries to come into our room. Luckily my husband had the inside lock on. But if we had been at dinner someone could have taken all our belongings!!||Dinner|There was one poor waitress dashing around. There was a table of 20 or so men taking all her time. When we were seated she said it would be 15 minutes before she could take an order which was fine. The menu is quite limited but we just needed to eat after our long journey. We just had a chicken burger and a steak burger. Both were ok. Seems a little expensive for what it was.|No atmosphere, a bit cafeteria like, but served a purpose.|Breakfast was ok. Decent variety of food.||Room|Small but fine for one night. Awful colour schemes in rooms and hallways. Just not pleasant. Bed comfortable. Bathroom had brown stains on edges of shower tray and tiles. Didnt look clean. Shower tray slippery. ||Would seek out an alternative for our next trip. We don’t need a stressful experience like that parking again. I suspect people who haven’t paid were using...