Best Western Plus Crystal, Hôtel, Bar & Spa — Hotel in Nancy

Visited Nancy for a short stay at BW Plus Crystal Hotel with friends to see some Art Nouveau from the Lorraine region on the way back to Paris after exploring Strasbourg and the Alsace. The hotel is next to a small tree-lined square and mainly office buildings, but has a good location within walking distance to both the TGV train station and historic Place Stanislas where we found several restaurants and cafes in and around the large square.||The hotel seems recently renovated with some work still on-going in the lobby during our visit in late May. The lobby is small with modern furnishings and a bar/breakfast room off the brightly lit hallway lined with additional tables and seating. We took the buffet breakfast which offered a good, quality selection but was also somewhat pricey. We did not have a chance to try the spa or roof-top bar, though both seem like nice features for the hotel.||Our standard rooms were clean, comfortable but small, barely space around the bed to move about. Same for the bathroom. Furnishings and decor were new or recently updated. The location near other buildings meant no good views, at least from the lower floors. Front desk and bar/breakfast staff were attentive and professional. No real complaints about staying at the BW Plus and would stay again if visiting Nancy and the...

Update 12/01/2018 - yesterday they send me the full refund

Update 10/01/2018 - updated: after weeks no answer yet. Called several times. They just took the money and kept them

Arrived in the evening. The receptionist offers us the "superior" room at the same price.

We get into the room and we realise that almost all the towels were missing (only a small one was there). We call the reception and ask for at least one shower towel that we would have shared between the two of us. We tell the receptionist that there was only one towel in the room. He doesn't argue and bring us the towel.

We leave the next day (only one night).

Few hours later we get an email notifying us that we were going to be charged for all the items missing (97£ for two towels and a shower mat!!!! Which evidently had been missing since the previous guest left the room). I try to answer that email but I get an automatic response with no possibility to contact anyone. Tried to call but no one answers the phone number that we were given with.

Basically they say "you stole. Whether or not it is true, since we didn't figure out earlier, we charge you and you can't even answer"

Sent at least three mail. Still waiting for someone...

After several stays at the Best Western Plus Crystal in Nancy, my recent visit was extremely disappointing and marks the end of my patronage. Upon arrival, there was nobody to greet us—the only receptionist was busy on the phone and ignored our presence. The check-in process, despite booking online, was lengthy and frustrating, requiring me to complete the same information on a tiny, unresponsive touchscreen set to a qwerty keyboard. The process felt unnecessarily intrusive and the staff was notably unfriendly throughout.||We had booked breakfast, but my wife became ill and couldn’t join me. When checking out, I politely asked if her breakfast could be refunded. My request was dismissed without apology or any commercial gesture—the same staff member was just as unhelpful as the previous day.||Although the rooms themselves are still nice, service quality has drastically declined over the years. Staff have become inattentive and cold, and guest experience is clearly no longer a priority. Sadly, for loyal guests, there is simply no...