Hotel Particular Cassis — Hotel in Marseille

We stayed at this hotel for one night. Location is 5/5 stars, easy walk to the harbor and restaurants, shops, etc. There is also ample parking. The room itself was fine, however, the air conditioning comes from a mini split in the living room, so in order to get the bedroom cooled down, you have to set the mini split fan on high and turn the temperature down pretty cold in order to be comfortable at night. The reason I'm giving this hotel only 2 stars is that the check-in process was very frustrating and uncomfortable. The reception hours are 10am-1200 and 1600-1800. We called earlier on the day that we were arriving, and the person my husband spoke to said that "someone should be there at 1500." We arrived around 1540 but the building was locked. We, and at least four other parties, waited until around 1700 for someone to check us in. There was no air conditioning in the lobby (someone had let us into the lobby), so it was hot both outside and inside. I called the contact number multiple times, as did the other people who were trying to check in, but nobody answered. When we finally got into our room, we were told that the "owner" was not going to give any discount or financial compensation for the late check-in and we never heard from her. It was not a particularly charming place to stay, and the check-out time is 1000. All in all, I can't recommend this hotel because it seemed like the owner did not care that much if guests were uncomfortable or...

Wrongfully charged 781.14€ without my permission 4 months after the stay. I was not even a guest at the hotel.

I reserved the hotel for my mom over the phone. Isabelle took my credit card number and explained it was needed to reserve the room. My mom stayed at the hotel in august 2023 and paid the nights she stayed.

In December I noticed a charge of 781.14€ from HPC. I didn’t know what it was for. I contacted the hotel by phone and e-mail on January 3rd. I received 2 emails saying she’d look into it. Finally on January 22nd I was sent an invoice for a broken awning. My card was already charged without my permission and without knowing why. I was not a guest at the hotel.

The hotel held my credit card data for months and I received the charge in December 2023. I did not give them permission to keep my data nor to charge my card.

I asked the hotel to refund me since I have nothing to do with the charges and that they should contact the guest and even gave them her contact details. The hotel wrote back to say the case was closed and that it was my responsibility to speak to their hotel guest.

If this also happened to you, contact association UFC que choisir which defends the rights of consumers...

Customer service is the worst I've ever experienced. We paid for 4 nights at two separate suite locations. Half way through our last day, the manager sends us an email. This email basically accuses us of being messy and is threatening us not to leave our hair in the sheets. At first I was confused because we are two women with long hair and sometimes it falls out in the bed. Do you not clean the sheets? Why is this an issue? Why am I being reprimanded for having hair? Why are you telling me while I’m still enjoying my vacation at their suites? And was the €1,000 paycheck not enough to cover cleaning the sheets between guests? We did not use the kitchen, did not use the spa, we did not sit in the living room, we just showered and slept there. It was nearly untouched by the time we left. Im insulted and very upset at this strange accusation and horrible attitude. Should I have been wearing a hairnet during my stay? Ridiculous. Photos attached below at how we left the room. This was the condition of the room when we left, this is what prompted the rude email from management about how my mother and...