Hôtel Cézanne — Hotel in Grasse

I booked a junior suite, I had initially discussed via email and over the phone the birthday celebration reason for our visit. I received in advance information about welcome drink and macarons in the room. Upon early arrival we were checked in (11 am) with access to the room at 3 pm. At 11 am I was told that the welcome drink is at 3 pm. Very disappointing to see that it was a jug of normal water with some lemons. In this warm weather we could have been offered this water at 11 am. It was standing on the bar all the time. This is poor customer service. In addition, there were no macarons in the room. I was told that they didn't have time to prepare properly the room! I also found that there was only one body lotion (for 2 people) and no conditioner. Upon request, the staff on the reception confusingly told me that they don't offer any. Following this, the bell boy said he'd run in the basement to look for some and shortly after he came with 2 conditioners. There was a Nespresso coffee machine in the room with no coffee. Only upon request on the following day, the reception gave me two capsules. After we departed I received a charge for 12 Euros. Upon departure I had confirmed at the reception that we didn't use anything from the mini bar, so I was surprise dot see this charge. Upon questioning, I was sent a bill (without a word in the email - no Hello, Mme, or anything) showing charge for candies from the Mini bar. As there were no candies at all upon our arrival, it made me think that when they said they didn't have time to prepare the room, they might have not replenished the mini bar, so I was not even aware that there were supposed to be any candies. I contested this charge by email and received no response. The day I after I called the hotel and I was told that I would be reimbursed. I have not received any reimbursement yet, so I wrote another email asking for a written confirmation of our conversation. No reply yet. I am still running after this hotel for this unfair charge. The birthday celebration was tarnished by this poor customer service of the hotel. The SPA was EXCELLENT! Extremely professional and knowledgeable staff. They knew their business and made us feel great! Huge Thank You to the SPA Ladies! You...

I am still currently staying here with my husband. Worst experience we ever had! The room is a bit small but is clean and the hotel is nice.. Breakfast is ok. Staff is okay also ( Alexis was very kind and helpful) BUT there is this guy in reception named Carlos.. well Carlos thinks he is working as a secretary of Trump president. First of all he has this ironic arrogant attitude and he thinks he is a superior human being. We asked for two cappuccinos and not only he was very rude explaining something about the machine is broken but he started shouting on us and he was being ironic with a very bad attitude!!! NOT THE FIRST TIME... Actually Carlos didn’t realize that you pay to come to this hotel and there are so many options in Cannes! He didn’t also realize that he is working and this is his job!!!!!! The most important? He didn’t realize that you are on vacation and you wanna have a nice time. If we didn’t leave tomorrow i would definitely ask to leave this hotel. We talked to the manager and she and the receptionist never apologized, no one did actually and what’s bottom of line? Next year we are visiting Cannes again but NEVER AGAIN THIS HOTEL. I think this...

I am still currently staying here with my husband. Worst experience we ever had! The room is a bit small but is clean and the hotel is nice.. Breakfast is ok. Staff is okay also ( Alexis was very kind and helpful) BUT there is this guy in reception named Carlos.. well Carlos thinks he is working as a secretary of Trump president. First of all he has this ironic arrogant attitude and he thinks he is a superior human being. We asked for two cappuccinos and not only he was very rude explaining something about the machine is broken but he started shouting on us and he was being ironic with a very bad attitude!!! NOT THE FIRST TIME... Actually Carlos didn’t realize that you pay to come to this hotel and there are so many options in Cannes! He didn’t also realize that he is working and this is his job!!!!!! The most important? He didn’t realize that you are on vacation and you wanna have a nice time. If we didn’t leave tomorrow i would definitely ask to leave this hotel. We talked to the manager and she and the receptionist never apologized, no one did actually and what’s bottom of line? Next year we are visiting Cannes again but NEVER AGAIN THIS HOTEL. I think this...