Hôtel Cristal — Hotel in Grasse

Terrible Experience at Cristal Hotel & Spa - Ruined Our Vacation

We were excited to stay at Cristal Hotel & Spa in Nice, but unfortunately, the spa experience ruined our entire vacation. From the moment we arrived, the service was subpar, and it only got worse (the rest of the hotel experience was "ok", the spa area needs renovation though, the rooms are old-fashioned - who does not mind could consider staying here. For sure, Cannes will have better hotels). Here’s a breakdown of why we’re so disappointed:

Poor Communication & Customer Service: We booked a 90-minute massage in advance and paid upfront at check-in, but when we arrived for our appointment, we were kept waiting for over 15 minutes with no apology or prior notice about the delay. This lack of communication showed a complete disregard for customer care.

Unprofessional Staff: When the staff finally arrived, they were unprepared. They didn’t even know what treatment we had booked, and upon mentioning the 90-minute massage, the response was, “we can’t do a 90-minute massage.” This left us confused and frustrated—why wasn’t this communicated at the time of booking? If there are limitations to the treatments, clients should be told upfront.

Subpar Treatment: The so-called “massage” we received was nothing more than gentle caressing. Neither of us received anything close to a real massage, despite requesting deep pressure. It was incredibly disappointing and, frankly, not what we expected from a spa in this caliber. We strongly suspect the staff weren’t even trained masseuses, especially since one of them was seen working at the hotel reception the following day.

Cut Short: To top it off, the treatment was finished early, with no effort to make up for the delay at the start. This lack of respect for time and the service we paid for made the experience feel even worse.

No Accountability: When we raised our concerns, we were met with indifference, and no one seemed to take responsibility. The hotel charged us upfront for the spa treatment, but when we asked for a refund, no one with authority was available to help, and we received an email from someone who didn’t even have the decency to sign their name. This lack of professionalism only added to our frustration.

We paid 280 euros for a massage that wasn’t even a massage. Complaints and refund to managemet resulted in - yes, no availability, and complete ignorance after we had to leave.

We truly regret having booked this hotel, and we would not recommend Cristal Hotel & Spa to anyone based on how we were treated. There are plenty of other options in Nice that for sure offer much better service and respect for...

We were excited to stay at Cristal Hotel & Spa in Nice, but unfortunately, the spa experience ruined our entire vacation. From the moment we arrived, the service was subpar, and it only got worse (the rest of the hotel experience was "ok", the spa area needs renovation though, the rooms are old-fashioned - who does not mind could consider staying here. For sure, Cannes will have better hotels). Here’s a breakdown of why we’re so disappointed:||- Poor Communication & Customer Service: We booked a 90-minute massage in advance and paid upfront at check-in, but when we arrived for our appointment, we were kept waiting for over 15 minutes with no apology or prior notice about the delay. This lack of communication showed a complete disregard for customer care.||- Unprofessional Staff: When the staff finally arrived, they were unprepared. They didn’t even know what treatment we had booked, and upon mentioning the 90-minute massage, the response was, “we can’t do a 90-minute massage.” This left us confused and frustrated—why wasn’t this communicated at the time of booking? If there are limitations to the treatments, clients should be told upfront.||- Subpar Treatment: The so-called “massage” we received was nothing more than gentle caressing. Neither of us received anything close to a real massage, despite requesting deep pressure. It was incredibly disappointing and, frankly, not what we expected from a spa in this caliber. We strongly suspect the staff weren’t even trained masseuses, especially since one of them was seen working at the hotel reception the following day.||- Cut Short: To top it off, the treatment was finished early, with no effort to make up for the delay at the start. This lack of respect for time and the service we paid for made the experience feel even worse.||- No Accountability: When we raised our concerns, we were met with indifference, and no one seemed to take responsibility. The hotel charged us upfront for the spa treatment, but when we asked for a refund, no one with authority was available to help, and we received an email from someone who didn’t even have the decency to sign their name. This lack of professionalism only added to our frustration.||We paid 280 euros for a massage that wasn’t even a massage. Complaints and refund to management resulted in - yes, no availability, and complete ignorance after we had to leave. ||We truly regret having booked this hotel, and we would not recommend Cristal Hotel & Spa to anyone based on how we were treated. There are plenty of other options in Nice that for sure offer much better service and respect for...

Absolutely stunning hotel, location and staff. I had the best stay in the south of France in this beautiful hotel. I was treated like family by all staff members and they really are just so professional, kind and helpful. The energy in this hotel is spectacular and I kept extending my stay as I just enjoyed my vacation and the way I was treated by the hotel staff. They go over and beyond to make sure every customers is comfortable and happy.

I would Personally like to thank the hotel manager Evelyn who just bring so much joy to her work and really takes care of her employees. She gets involved and really makes sure everything is running smoothly. She really made sure as I was alone that I was okay and enjoyed my stay. A really really wonderful woman and deserve a very senior role in the business as she’s fabulous.

I also would like to say thank you to Charlotte, Sonia and Mathilde who are the reception team. They are just so welcoming, warm and always make time for each guests. They create an excellent atmosphere and provide the most outstanding customer service I’ve ever experienced in the cannes.

Thank you all and I can’t wait to see you again soon as this is now my favourite hotel.

I highly recommend anyone visiting Cannes to please stay here and experience the love and kindness that I did. It was a real pleasure to return to my hotel everyday to find the best...