Hôtel Martinez - The Unbound Collection by Hyatt — Hotel in Grasse

A Beautiful Hotel with Room for Improvement on Guest Care

I recently stayed at the Hotel Martinez in Cannes, a Hyatt property, for a week. My experience was overall incredible, and the hotel itself is absolutely stunning. Most of the staff were amazing, going out of their way to be helpful and make my stay memorable. The views were breathtaking, and I was fortunate to have an upgraded room that exceeded my expectations.

My first room on the 6th floor was a dream. It was heavenly, gorgeously decorated, and had a fabulous view overlooking the sea. It was truly one of the best rooms I’ve ever stayed in, and I couldn’t have been happier. However, midway through my stay, I extended my trip, which required me to move rooms.

The hotel moved me to a junior suite on the 7th floor, which was larger and included a wooden terrace. While I appreciated the upgrade, the terrace's design was not very safety-compliant. Unfortunately, during a rainy night with heavy winds, I stepped outside to retrieve something and slipped on the wet steps, which were already tricky to navigate even in dry conditions. Despite wearing the slippers provided by the hotel, I lost my footing and suffered a painful fall. My arm hit the ground, and my foot was severely injured, leaving me unable to walk properly.

The hotel staff responded quickly when I called the front desk for ice, and I appreciated their kindness in delivering it. However, I was essentially left to manage the situation alone. For the next 36-48 hours, I was confined to my room, in pain, and unable to enjoy the rest of my trip. While a lovely concierge came to check on me, I felt that more could have been done to assist me during such a distressing experience.

By the end of my stay, I was still in significant pain, had to arrange for wheelchair assistance at the airport, and my trip was effectively ruined. Although I understand that accidents happen, I believe the hotel could have shown greater empathy and offered tangible support, such as compensating part of my stay or providing additional assistance to ensure I was comfortable and cared for.

That said, I want to emphasize that this hotel is absolutely beautiful, and my experience in the first room on the 6th floor was perfect in every way. If I return, I’d request a similar room—one without steps or risks of slipping.

While I love this hotel and the people who work there, my fall and the lack of proactive care in its aftermath left me feeling helpless during a difficult moment. I hope the hotel takes this feedback to heart and ensures future guests who face similar situations receive better support. I want to give it 5 stars for the experience and location of the hotel as well as the surroundings and everything about the hotel itself, but I would give it a failure or 1 star rating for guest relations due...

Terrible over all experience:

Check in: not even greeted welcome by someone that could barely speak French, proceeding to check-in standing up for the lack of available space, then again asked to settled the full amount (+ €300 per day for any extra) while standing up in the middle of the lobby, very unprofessional start to say the least.

The Room 451: about a good 5 minutes walk from any stairs or lift (behind the staff quarter where there is a constant ballet of maid coming in and out), exceptionally small for €500/night 5-star hotel but that’s not the worst, disgustingly stained carpet and bath robes, white turned yellow furniture dating back to the 80’s, by far one the worst bedroom I have seen in any 5-star hotel.

The service: deplorable considering I was asked to pay in cash for an after dinner drink regardless of the fact that I had left €300 per day for extraa (which I explained to the waiter but neither the less was asked to pay on the spot), I also kindly pointed out everything I am writing down now while checking out and was promised some kind of “Hyatt extra reward” by the manager, much to the disarray of the poor girl doing the check-out which was convinced I would have been offered a discount on my stay (The famed and much pumped out “Hyatt extra reward” offered never came by the way).

The Hotel: very difficult to have an opinion considering that the lobby and hotel was completely over packed for a conference and therefore impossible to move around without constantly bumping into cocky middle aged sales rep acting like they are on a school trip (constantly hitting on my hot wife regardless of the fact that she was with our infant daughter), also the hotel is in complete renovation so there is no service whatsoever expect from the front desk and the front bar (no pool, no beach service etc…..), but let’s be clear you still have to pay the full price !!!!!!!

Overall terrible experience that could easily have been corrected when I kindly and calmly pointed out all these problems when checking out but they chose to completely ignore my complaints, probably because I already paid for my stay and was on the way out…..

Before writing this review, I decided to phone them in order to know what had happen to the famed and promised “Hyatt extra rewards” and was simply told on the phone that there was nobody to talk to me at this point in time.

This is an “has been” great hotel fallen from grace, ripping off customers thanks to its famed but very long past...

Using the Hyatt perk get a Suite and upgrade for points and cash as a Globalist member. The welcome was really rude ‘you are paying your stay with points???’||The truth is that I indeed paid 4.000€ for 3 nights||and that should not impact the welcoming and especially those comments are clearly inappropriate in front of my kids and other guests.||If the possibility is offered, then treat frequent travellers with a smile.||The luggage were never delivered to my room, forgotten somewhere in a hall. The receipt from the front desk was simply not handed over to the concierge once the room was given. I had to descend to pick them up myself after more than one hour. I asked as well at check-in for access to the beach the following three days and it was replied that there is no availability and that I should call other hotels if I want a solution. Potentially I could ask the concierge for help she said. Really??? My two kids looked at me, sadness in their eyes.||And it did not stop: First night was a nightmare on floor 2 close to a bar with music high level a big part of the night. Once again, thank you for providing bad rooms for your using points. Do not bother with||coming with a welcome letter and a cheap rose wine. Normally i am always welcome with a bottle of Champagne after my more than 100.000 points this year in a Hyatt hotel…||Really Bad start! and i was truely considering leaving the premises||I contacted the manager next morning and my room was changed to a better one with Sea view after some discussions end of the first day. Thank you for that, I appreciated the gesture and finally the consideration. We went to the beach and a very nice lady working there let us in despite lack of availability during 3 days, this was appreciated, pragmatic and customer caring. We sat on the group soffa and had great days.||The breakfast was amazing as well as the food at the beach. The service was nice. The new pool area very much appreciated, nice oasis indeed.||We had a great stay at the end and I give the hotel a good rating for location, comfortable rooms and amenities. But please secure that hostess at front desk are better trained and able to welcome guests properly as...