Aigle Noir Fontainebleau - MGallery Collection — Hotel in Fontainebleau

We just vacated and checked out of room 122. Arrival: went to parking Napoléon as suggested by the hotel. Parking was full as the hotel does not have special treatment or deals with the parking. Could not get in. Tried to call the hotel. No answer. We were driving around not knowing the town and spent 15 minutes on two phones trying to get to call the hotel for guidance (screenshots with call times available on request). Finally after driving around stopped the traffic and ran to the hotel to ask for help. Very little help given and just names of close by parkings. Managed to find a place 5 minutes walk from the hotel. Check in (originally booked a Junior Suite). We were informed there is no air con, no parking help, no upgrade for Diamond Members. Nothing and no hospitality. We were briskly walked to the elevator but not the room. For a reason it seems. The room has absolutely nothing to do with the Junior Suite advertised on the website. It looks like a train carriage with very small and ugly bathroom and even smaller toilet. No shutters on the windows which could be used to darken the room at tonight to have the windows open. With curtains closed, the windows could not be open which with ventilation or air con not working made the room stuffy and impossible to sleep in. All Accor Programme states that if a Diamond customer cannot be upgraded they will get the best room in booked category. I seriously doubt it was the best the hotel could do. There was no view, we saw messy and ugly walls and a courtyard. The toilet wall opposite the loo was dirty with pee splashes from previous guests, the window frames were filthy. The bathroom lacked basic toiletries such as cotton pads or earbuds. Customer service. The lady at reception desk who checked us in could see we were not happy and could not care less. There was another lady at her reception desk later but we were not asked if everything is all-right so we did not share the experience as she clearly didn’t care. This morning at check out the lady was just as uninterested. Never asked us how the stay was, she did not care so we did not share. Conclusion. This is one of few properties under MGallery umbrella which really does disservice to the brand. There is no customer care, there is no smile, there is nothing here. I saw an Ibis hotel just around the corner and I was sorry I did not stay there. It is likely I would get parking, air con, clean toilet and positive attitude. Aigle Noire hotel is a complete shambles for MGallery brand. Also this was forwarded to Accor as formal complaint. The hotel just ignored it. Another example of...

We enjoyed a very pleasant and relaxing stay in a landmark historical hotel, renovated for most rooms and common areas, with an attentive team for the best of our interests and for the satisfaction of our requests.

Indeed, we spent a revitalizing and charming weekend at the Aigle Noir hotel, with my partner. The hotel has been renovated so far for the common areas and the rooms for all categories except the first level / classic category. The renovated bedrooms are unique and genuinely in the style of the history of this unique hotel. The buffet breakfast room, soon to become also the restaurant (to be opened soon) is magnificent, with a very friendly and super efficient breakfast team. Globally, the staff is super friendly, always available to serve and meet your wishes or interests. You can always frankly talk to the staff, and they will do the best to satisfy any need or, if any, any issue, which is great. It is an amazing historical landmark hotel, so you should not miss it. We will be back soon for sure !

We had a couple ofissues, already and clearly discussed with the General Manager of the hotel, as regards some specific request and all issues were sorted out, in a very satisfactory manner by the very useful and friendly staff.

I would like to sincerely thank the young lady in charge of the buffet breakfast team, super friendly, smiling, efficient and she would remember you and your room number etc. Amazingly efficient, along with her colleagues.

We were lucky enough to enjoy personalised attentions in line with my ALL accor status, and very well surprised and welcome.

However we believe towel holders should be added in the nice bathroom, in order to facilitate the drying of towels and to avoid replacing them. Indeed, when the towels can not dry, we need to ask their replacement and changing for dry ones.

We also enjoyed a coupe of champagne at the Bar Montijo, in a very nice decor, very welll renovated with a super nice design, and a very...

In addition to its location opposite the Palace of Fontainebleau, the hotel's affiliation with the MGallery brand and the fact that the property was supposed to be "recently renovated" (according to the MGallery marketing brochure) were the main reasons for booking two rooms at this rather pricy hotel. However, the rooms I was assigned were a complete disappointment (sparse and shabby furniture, stained wall coverings, and many other defects). When I asked about it right after checking in, I was told that not the entire hotel had been renovated, and certainly not the Classic rooms. While there were no complaints about the breakfast buffet in the renovated breakfast room, the run-down guest rooms definitely did not meet the usual high standards of MGallery hotels, nor those of a 3 or 4-star hotel, which made the stay very disappointing overall.||Upon departure I asked again about the situation with the run-down rooms and learned that only just over 20 of the hotel's 51 rooms had been renovated, and the majority of nearly 30 had not. I felt cheated. |Why would a hotel advertise itself as "recently renovated" after renovating only its public areas but not even half of its guest rooms? As a guest, I rent a room for a fee and expect the price to be reflected in the offer. I don't care about the public areas as long as the guest rooms are of a good standard, and if it is an MGallery with upscale amenities. Any hotel that only renovates the public areas and a few of the rooms to rent out the majority of its shabby, run-down rooms at a higher price is a disgrace to the hospitality industry, and should certainly not operate under the guise of a luxury brand like MGallery, whose standards they can't even come...