Radisson Blu Grand Hotel & Spa, Malo-les-Bains — Hotel in Dunkirk

I think the best thing too do here is just to post my correspondence with the hotel manager and you can make up your own mind (names and specific days redacted). ||De :ME|Envoyé : * mai 2025 14:48|À : [Hotel manager]|Objet : complaint, no basic services provided in the hotel room ,| |||Dear Mr. [hotel manager]| |We stayed at your hotel * May after booking in advance.| |We hoped - and paid for - a quiet night in a comfortable room. We booked the Radisson as we take for granted that basic facilities will function. Basically, none of te basic services worked in this hotel room - aircon, tv and room phone.| |Please refund the payment as we did not receive these basic services.| |What went wrong| |We had a long drive from Germany on the * May and had an early ferry from Dunkirk and long drive to the north of England on the * May.| |We booked at the Radisson hoping for a guaranteed night of peace and quiet in a comfortable room the few hours we had between those long drives.| |We checked in around 6pm, went for a walk and came back to go to bed at around 8/9pm.| |The first problem was that it was extremely hot in the room and the aircon was stuck at 80 (I don’t know why it was not showing temperatures in centigrade).| |When I phoned the front desk they explained that they knew it would be hot in the room as the temperature controls were set on heating and we in the room could not change them - but only they could change them to cooling.| |I of course asked them to change the settings and, on asking how long it would take to cool, they said up to an hour. So we had to keep the balcony door open when it was blowing a gale outside as it was simply too hot to stay in the room without cooling and of course impossible to sleep.| |First question: they knew they were putting guests in this room. Why had they left the heating on?|They would have known the rooms would be like an oven, as there is no ventilation in the room. We were the only people at check in and they were not busy – why didn’t they tell us?| |After about half an hour, the temperature gauge was not moving and it wasn’t getting cooler. Then, the television froze. I tried three times to call from the room but the telephone was completely dead twice, and ben rang but no one answered.| |I had to get dressed and go down to the front desk. They said they hadn’t heard any calls and their phone console was not showing calls.| |So the room telephone, hotel switchboard, as well as the television simply did not function. Why?| |The receptionist came up to the room and takes the television off the wall and while he was there the tv service resumed – and the room started cooling.| |By this time as we are unpacked and have only a very few hours left for sleeping so we do not ask to move as it’s late.| |The TV however froze again – it could not connect to the internet I presume - and never unfroze again. We phone again to the front desk. The receptionist tells us the hotel has no technician on duty at night and nothing can be done. By this time it is about 11pm and we have to be up at 7am.The receptionist offers another room but if we had taken that we would have to get dressed, pack the bags, unpack in the new room and get settled there. That would mean even less sleep so it is not a feasible option.| |Why don’t you have someone capable of basic fixes at night which is when hotel guests will need these services? [ME}| ||RESPONSE FROM HOTEL||Dear [ME}||Thank you for your email and explanations regarding your recent stay in our hotel.| |I am sorry for the technical issues met at the hotel and if the service of our reception team did not reach your expectations.|I see that my colleague helped you to solve the issue first and then proposed you a solution and a free upgrade in order for you to be able to sleep well. I understand your frustration due to the situation as you need to unpack your luggage, but on the moment, this is the best solution we can offer you if the connection to your television does not work well.| |Our team does its best to help all our guests for, we will make sure to avoid this kind of technical incident in the future.| |Thank you for your feedback, for a next stay, feel free to email me personally. I would be glad to deal with your reservation and to welcome you back.| |Wishing you a very nice day,| |Kind regards,| ||Front Office Manager| |Radisson Blu Grand Hôtel & Spa Malo Les Bains|6 rue Marcel Sailly|59140 Malo-les-bains|T: +33...

I came back from uk and did a one night stop at this hotel l, before heading back to Germany. I gotta say at first I wasn’t impressed at all, the car parking spots were too less and I was scared that someone would scratch my car. You don’t want to know what happens when someone touches my mustang. Then I got into the hotel and they didn’t accept coin for deposit only credit cards. Afterwards I was just quickly pushed towards my room. The guy spoke too fast, so I couldn’t understand anything. I was really pissed when he told me that the pool and spa is closed and that I have to make a reservation at the spa when it’s open again. I mean it’s a spa hotel where people come to relax. I understand it’s difficult because of security to keep a pool and a sauna open the whole night. But come on, at least the jacuzzi should be 24/7. Then I go upstairs and the whole corridor smelled terrible, that didn’t change during my entire stay. Always when I left the room the carpets smelled during The room was clean nevertheless and smelled good. I just asked myself why there was soap only in the shower sink and not infront of the toilet where the kitchen sink is because that’s infront of the toilet. Then I had to search 15 min for the Bath robe and the slippers. Because they were stuffed into the bottom of the closet. Why don’t you just put them where the shower is next to the sink so people can use them directly after having a shower. Then there’s no information about anything at the hotel. I don’t know anything about the hotel. No brochure or anything like that , with breakfast times and opening times of the bar and gym and restaurant. Nothing. Then I went downstairs to the reception. Thanks god I found a new face (Mr. Walid) there. He wrote down the opening times of everything and gave me even a tour of the hotel complex because I had no clue where the single establishments where. He explained to me that the pool is open when the spa is closed and the spa is closed when the pool is open. That was very sad because I came for spa and jacuzzi but I had to be on the road again at 10 am so the spa visit for wasn’t possible for me very sadly. He then opened the gym just for me and made sure I had everything I needed so I could at least have my daily weight lifting session. I noticed during our conversation that he really cares about the well being of the guests and constantly tries to listen what the guest wants so he can satisfy their needs as soon as possible. Very good guy. Even though the spa thing was really sad, I really enjoyed my stay and I hope it’s open the next time I have a quick...

The hotel was generally excellent, with only a couple of minor niggles. Location is excellent for the beach and long promenade which has numerous bars and restaurants, but a much longer walk into the city centre. Facilities were excellent, and our Rewards Members upgrade saw us in a top floor room with balcony overlooking the beach. he room was spacious, with fridge and safe and the usual coffee/tea making facilities. Toilet and bathroom were conveniently separate which pleased 'her ladyship' somewhat. Bathroom facilities were excellent as expected, but as we are both 70+ we would have preferred not to have to climb into the bath for a shower (our fault, we should have requested a walk in shower when booking). Parking was conveniently in the hotel's gated car park at €15 per day/night. We did not take advantage of the spa/gym/pool so we can't comment on that. Breakfast was excellent, with a range of hot, col, cereal, pastries, fruit etc. with several coffee machines which avoided a queue. Other hot items such as pancakes could be ordered (we had a couple of fun discussions with staff trying to order fried eggs). Minor niggles, 1, As premium rewards members we would normally expect an early check in (if available). We arrived very early intending to ask when we might be able to check in, but at reception we weren't asked for our names or if we were premium members, and were simply informed check in was from 4 pm. Only a minor niggle as we went exploring for most of the day. 2. Bar prices in the hotel bar were sillily expensive considering the number of really nice bars very close by offering drinks at half the price. 3. A daft one, Radisson hotels have umbrella rental dispensers in their hotels, how is it that at their Liverpool hotel, the umbrella 'rental' was free, in Bruges. €2 for 48hrs, and in Dunkirk €5 for 48hrs? These minor disappointments didn't detract from a great stay at a very smart hotel. Staff were generally helpful, polite and efficient. I would readily...