Appart'hôtel Odalys City Signature Marseille Centre Euromed — Hotel in Marseille

We had booked 1 and a half months in advance with this property Odalys City Marseille Centre Euromed and booked three rooms and stayed from May 16th to May 20th. Unfortunately we had a very unpleasant and unwelcoming attendance and check-in. As soon as we arrived they invited us to seat at the central lobby to tell us that we had to pay a damage deposit of about 300 euros which would be returned at the time of check-out. This was very unexpected for us as at the time we booked this was not mentioned, written and confirmed either by the property or on the agoda website. It was an unpleasant surprise as this situation and extra cost found us unprepared. This situation angered us all as the structure at no time had given us at least a notification regarding this matter and the payment of this warranty damage deposit. I found it unethical and unprofessional to ask us the moment we arrived to pay this deposit. We were told several times that this is specified when we booked. I opened all the confirmations of our reservations from the hotel and at no time was specified and we were not informed it was not even mentioned even in the Agoda's page of the property. I was very angry and stressed about this situation as we had just arrived in Marseille and we were tired from the flight. It was a stressful and very irritating situation as we were expressly told that they would not let us and permit us to go in the room we already booked. Meanwhile, we had paid our reservation for both rooms online and such a situation was very stressing, mocking and unprofessional. I asked to speak to the hotel manager about this whole situation who was sitting in the hotel lobby and was watching and observing the situation. She came and after introducing herself told us that she won't let us to enter into our rooms and she won't let us in. It was very unprofessional and very rude behavior and at no point she did not apologize for this lack of information or lack of notification. In some cases, she even behaved ironically. They left us waiting in the hotel lobby for almost 6 hours. There were 5 of us, including my mother and aunt, both 70-year-old ladies, and my 2 granddaughters, respectively 14 and 12 years old. I had to call Agoda customer service on the phone and have them explain and asked to manage the situation with the hotel. Unfortunately, neither the Hotel nor Agoda took the blame for this lack of information, which we should have known either at the time of booking or the hotel to send us a notification about this. We were offered by Agoda to refund our payment and go find another hotel on our own as Agoda did not even assist us in finding us another accommodation. Moreover, they will return the payment not in cash but to our cards and this could take a few days. Agoda did absolutely nothing and left us in the middle of the crossroads without any kind of concrete solution and this is due to the fault and non information by Agoda and also due to the lack of information from the hotel. The hotel manager at no time deigned to sit down and offer a solution and apologize for the situation as this absence of information was not our fault. We had the right to be informed in advance about this. The lack of professionalism and management on the part of the hotel manager left us with a very bad taste, who focused all her energy on not solving the situation but on delaying and prolonging our stay in the hotel lobby for almost 6 hours. They made us wait there for hours wasting our time and energy and turning our trip back into a real nightmare and an unpleasant adventure. Seeing that time was passing tired and exhausted we decided to pay the security deposit for the damages. We asked to pay in cash and they told us it is not allowed as we can only pay it by card. We didn't like this fact at all, since in addition to limiting our travel expenses, which in total for both rooms was 600 euros, we were told that the payment would take from two days to 10 days for this payment to be refunded to our...

Experience with the hotel and the 300 euro deposit||Upon arrival at the hotel, we were able to check in at 4:00 PM. We were required to pay a deposit of 300 euros, which I found to be quite a high amount. When I tried to pay, however, the payment didn’t go through. Initially, I was accused of the issue being with my bank, but I knew for sure there were no issues, I had enough funds, and my daily limit was high enough. I clearly explained this to them.||I tried to pay several more times, but it still didn’t work. I found this odd since I had booked the vacation with the exact same payment method. I then suggested going to an ATM to withdraw the amount in cash, but this was refused. My offer to transfer the money to their account was also not accepted. I was then told that it was 'my problem' that I couldn't pay.||When I asked what I should do, they had no answer. I eventually suggested using a different payment method, specifically via the card machine, but not directly linked to their system. This eventually worked, but only after more than an hour of hassle. During this process, I felt I was not helped properly at all.||They told me that I could get the deposit back one day before check-out, as the payment was done through an alternative method. The morning before check-out, I went to the reception to explain the situation, but they knew nothing about it. Nothing had been communicated, and I had to explain everything again. I eventually managed to get their phone number and email address, just in case I wouldn’t get my deposit back.||On the day before check-out and the day of check-out, I still hadn’t received my deposit back. I’ve now been waiting almost a week for the refund and have already sent an email, but I haven’t received any response.||Additionally, I’ve tried multiple times to contact both the hotel and Booking.com, but this has led to no results. I didn’t receive a booking number or pin code when booking, so I was unable to contact Booking.com directly. This only made the situation more complicated. I also ended up losing more than 15 euros in phone charges to the hotel.||In summary:||A terrible hotel.|Unfriendly and unhelpful staff who don’t even speak proper English, which made communication much more difficult.|In case of a fire hazard, there are no door handles in the stairwell, which is absolutely unsafe.|So, if you want hassle and no peace on your vacation, don’t go...

I don’t normally review places but DO NOT BOOK HERE!! I am looking out for everyone interested in this accommodation because personally, reviews strongly determine where I go and stay.

Literally the worst service, I’m so upset we chose this place. First off the deposit is $300 which is absolutely ridiculous. Being a manager at Enterprise Holdings myself, I understand that certain things are out of the control of the lower level staff at this hotel. But the fact that the reservation stated a deposit of $216 but we had to put down $300 is ridiculous. I know very much about customer service and there are even more issues which cannot be ignored.

We booked this accommodation months ago requesting a high floor only to be put in the first floor. We are two women traveling alone, we are not comfortable being on the first floor, it could’ve been anything besides the first floor as people walking by can see us inside. Then when we get to the room there is hair in the shower and toilet doesn’t stop flushing unless keep pushing the button.

After requesting to changing rooms the next morning, we are told to pack our bags and they will switch the rooms while we are doing our planned excursions. Then we come back from our activities only for the person at the front desk to say they have “no record” of needing to switch the rooms and they are sold out. Even though I went online and could book the same room.

And then they only have one iron in the entire building. Even though they could buy multiple irons that would cost one night of staying here. When we continuously call to see if it’s available they say no. When we ask if there is at least a time limit on how long you can have the iron since there’s only ONE, they say no. We couldn’t iron yesterday, it’s apparent that I can’t iron today.

Again, do not book...