Croisette Beach Hotel Cannes - MGallery Collection — Hotel in Grasse

The service at the hotel was horrible. We had two rooms for our family. The first night my husband, my three year old and I were given room 201 which is outfitted for people with special needs. While I appreciate the need for rooms like this, I don't appreciate being put into the room because of its continuously flashing fire/emergency lights. The lights were on all night making sleep impossible. To make matters worse, when I called to have the fire lights looked at, the person working in reception, as well as the security guard who came up to inspect, seemed to have no idea why the lights were flashing. The next day I learned from the reception that the flashing lights are normal. Why play a game and pretend that the lights are a surprise!!! The bathroom also had a shower with no walls so when we took a shower, the floor got wet, no matter how hard we tried to keep it dry. This caused my child to slip and fall and hurt herself.

Next, after several conversations and effort on my part, we received approval to change to room 301, but even this was a debacle. I was very upset when I came back to my room at 6 pm and thought there was no resolution to my complaint. I went down a 5th time to have a discussion. At that time I was told by the man working at reception that he supposedly tried to contact me about the change. This is hard to believe because my phone was working the entire day and there was no record of any phone calls being made to me. In addition, my husband returned to the room at 4 - two hours prior to my final conversation with the gentleman - and he never received a phone call to the room. Because of the lack of communication, we put my daughter down for a nap in room 201 and she was still sleeping when I learned that our room change was OK'd. Because of the delay and her nap, we could not move before she woke up. My husband then went down at 8, as we left for dinner, to notify the front desk that our bags were packed and could be moved. However, nobody moved our bags after we left. When we returned at about 12 a.m., the only person working was the security guard who had no idea that we had to move rooms. We had to wait 10 minutes for someone to finally return to the front desk. She also seemed clueless about the move. Finally, she saw that we needed to change rooms, but did not offer any help for our bags. I have had back surgery and cannot lift heavy bags and my husband is scheduled for surgery on Tuesday and is not allowed to lift heavy bags. Nevertheless, we moved the bags ourselves at what was now 12:30 a.m. because we had no other option. When we finally got to the room I saw that the child bed had not been made so I needed to have someone come up to prepare the bed and bring us pillows for her. The issue was not fully resolved until at least 1 AM. Totally unacceptable that it took one hour and that we had to move our bags ourselves!!

I finally thought that we would enjoy the rest of our stay in the hotel, but I was wrong. The room we moved into was hot and never cooled off. I turned down the temperature on the thermostat, but it never changed. The temperature fluctuated between 22.3 and 22.9. We could not sleep. Even my 3 year old complained about the heat. I notified the front desk about the problem several times but the issue was never resolved. I doubt that they even bothered to have someone look at it. My other kids in 212 also complained of the temperature and had no resolution.

In short, the stay and service was HORRIBLE. The only pleasant thing about the hotel was the mattress and the Clarins product, but this is not nearly enough to get me to step foot in another Accor hotel. I will be telling everyone...

The reviews for this hotel are a misleading. I recently visited this hotel for my birthday trip in Cannes (June) and I wouldn't stay here again.||First Issue: Upon check in, the woman at the front desk let us know our room wasn't ready which was a little strange because it was the middle of the afternoon (after 3PM). After letting us know our room wasn't ready she continued to tell us we had a balance for our stay, although I pre-paid and booked through Expedia. So, I let her know that I prepaid and she should read the reservation confirmation. It's like she assumed that I owed something, I don't want to blame racism but if you travel to the South of France, you know the vibes. Once she actually read the reservation she realized we only needed to pay for the security deposit.||Second Issue: After waiting for a hour, our room was finally ready. We enter the room and it's dirty. There is a huge stain on one of the beds and the bathroom just doesn't seem clean. The floors need to be repainted, it's gunk in the corners of the shower and the shower needs a deep scrub. There is also a strange smell coming from the bathroom. So of course I complain and share with the Hotel manager my concern. The room type also doesn't match what I booked on Expedia, which was odd. The hotel manager then decided to "upgrade" us to a "better" room, but the next room wasn't any better. We had to wait an additional hour for the newer room (so now we've been waiting over 2 hours) to be cleaned and it still had a strange smell. During our actual stay in this new room, the toilet would not flush and the air conditioning did not work. Usually, I would continue to complain but we were so tired from travels I just didn't have it in me.||Third Issue: Luckily, I only stayed at this hotel for only two nights. Once my trip was over I reached out to Expedia to request a partial refund. Expedia will reach out to the hotel to get the refund from the hotel. It took at least 5 days for the hotel to respond and they declined the request. That is totally unacceptable. The hotel is pretty disgusting and unclean. I had an undesirable experience and the rooms are dirty, I am entitled to a partial refund.||In the future, I would not stay here. The customer service is not the best and the hotel rooms are dirty with a weird smell.||Also, the beach club is not that close to the hotel and you do not receive priority to beach chairs even though you are a hotel guest (the service is also slow at the beach club). They told me multiple times that they were full for the day, but it was empty (again South of France...if you know). I also ordered a cocktail, espresso and water. They brought me out watermelon as well and I thought it came as a snack with the cocktail. When I received my bill I was charged for the watermelon. Still confused about that experience.||There are better options that sit on the beach like the Mondrian, JW...

Dear Mr. Desveaud,

I am writing to bring to your attention a very disappointing experience I encountered during my stay at the Croisette Beach Hotel Cannes – MGallery Collection. I am still staying in the hotel but I wish I have never booked for this for the rude behavior of the reception lady. I tried having her name but she refused to tell me.

Unfortunately, a member of your reception team treated us in an extremely rude and unprofessional manner. We had contacted the front desk multiple times to report ongoing noise in front of our room. Instead of assisting us appropriately, the receptionist implied that we were only raising these concerns in search of compensation. This was never the case, and we find such a response both insulting and unacceptable.

As paying guests, our expectation was simply to have our concerns taken seriously and handled with professionalism. Instead, the dismissive attitude we faced left us feeling disrespected and undervalued.

I trust you will agree that this type of behavior is not reflective of the standards of MGallery Collection, nor of the reputation of your hotel. I kindly ask that you investigate this matter and ensure steps are taken so that no other guests have to experience the same treatment.

Thank you for your attention, and I look forward to...