Appart Hôtel - Residhome Paris Massy — Hotel in Palaiseau

This hotel has terrible customer service and is well overpriced! I checked reserved two large studio rooms with a balcony for two nights and specifically chose it because it had a pool for my son and sauna and jacuzzi for me to relax. The sauna was not working and neither was the jacuzzi. The pool was cold and we were not informed or compensated at all for this. A security deposit was demanded however incase of damages and I was informed that it would be released back to me at the end of my stay. I explained that I need it to go back in straight away to cover bills coming out of my current account, as it was my debit card. I was promised it would go back straight away! When I checked out I was then told it would go in later that day when the top was checked. I asked for the to be checked while we were present so that they could not try to accuse us of breaking anything once we have left. That would be totally unfair! They said they don’t have staff for that I said I would would but they reassured me that once the tv was working and nothing was broken there’s no problem and said they would definitely release it in a few hours. The next day the money was still not in my account I then called booking.com to inform them and asked them to contact the hotel on my behalf. I was then told that the hotel didn’t realise I had checked out and handed released the money. They said they would do it right away. The next day still no money in my account. Instead I have gone overdrawn as a result of the money not being in my account!!! I then called booking.com again. They contacted the hotel who then said they were processing the refund now to release the funds. They said they were not responsible for compensating any bank charges because they state in their policy they CAN KEEP THE HOLDING DEPOSIT FOR UP TO 7 DAYS!!!!! When I checked in that was not reiterated or discussed at all! I was promised in three occasions that it would be released and it was not done promptly as promised. The staff do not seem to advise their customers honestly or have any clue about what they are doing!!! This has caused a great deal of stress and financial problems as I now have to pay bank charges!!!!! They have no reason to hold any money for up to 7 days and I was informed and promised that it would be released straight away and on two occasions they said they were processing it when they had not! THEY LIED||On the issue with the jacuzzi and sauna booking.com complained on my behalf again and they told booking.com that they had upgraded my room to compensate me and that they had informed me prior to my stay. That was a LIE and I had to send pictures as evidence that my room had not been upgraded. I can only thank booking.com for offering me a refund of €67.50. But NOTHING from the hotel.||Despite the fact that the room was ok the overall experience has been a nightmare. Not slippers or dressing gown was provided I had to ask. Not washing detergent I had to ask. The radiator in the bathroom didn’t work to dry the towels or swimwear. Parking €12 per night should be free...

Disgusting and unsafe||We arrived be greeted by a receptionist who was attempting to carry out the job of 3. It took us over 30 minutes to check in as he had to keep answering the phone.||Once we were checked in and given our keys we went to the 2nd floor where all 3 rooms were situated.||The first room we entered the electronic key lock was faulty and took over 15 attempts to gain access. Once in the room we were greeted by the smell of body odour and damp. It was dirty and completely unacceptable. To list a few issues; safe did not work, appliances were wonky and did not appear secure, the board on the side was loose and upside down, wardrobe was falling apart alongside the smell and the faulty door.||My father agreed to swap with me as his room was slightly better however the door to his room did not seal correctly when closed . I felt like I was staying in a hostel rather than a 4 star apart hotel.||To make matters worse as we gained access to our final room we noticed that it was occupied. This is a complete security issue and was the final straw. I have never felt so unsafe in a property.||The rooms are dirty and not hit for a human||We checked out and went to stay in the Mecure around the corner. The receptionist did not seem shocked or concerned we were leaving so this must be a regular occurrence.||I have been attempting to speak to management for the past 2 weeks and they are now ignoring my emails. Apart from one a week ago to offer me a room upgrade?! Really does show the incompetence that they believe that we are still staying in the hotel.||AVOID...

Disgusting and unsafe We arrived be greeted by a receptionist who was attempting to carry out the job of 3. It took us over 30 minutes to check in as he had to keep answering the phone.

Once we were checked in and given our keys we went to the 2nd floor where all 3 rooms were situated. The first room we entered the electronic key lock was faulty and took over 15 attempts to gain access. Once in the room we were greeted by the smell of body odour and damp. It was dirty and completely unacceptable. To list a few issues; safe did not work, appliances were wonky and did not appear secure, the board on the side was loose and upside down, wardrobe was falling apart alongside the smell and the faulty door. My father agreed to swap with me as his room was slightly better however the door to his room did not seal correctly when closed . I felt like I was staying in a hostel rather than a 4 star apart hotel.

To make matters worse as we gained access to our final room we noticed that it was occupied. This is a complete security issue and was the final straw. I have never felt so unsafe in a property.

The rooms are dirty and not hit for a human

We checked out and went to stay in the Mecure around the corner. The receptionist did not seem shocked or concerned we were leaving so this must be a regular occurrence.

I have been attempting to speak to management for the past 2 weeks and they are now ignoring my emails. Apart from one a week ago to offer me a room upgrade?! Really does show the incompetence that they believe that we are still staying in the hotel.

AVOID...