Hôtel Centre Reims - Best Western — Hotel in Reims

I booked a one night stay at this Best Western Centre Reims hotel for Saturday 2nd August 2025, the booking was made almost 2 months prior on 9th June 2025.||||The hotel booking was just one of 11 hotel bookings throughout France, Switzerland, Italy and other countries as part of a motorbike tour of the Alps.||||Myself and my friend arrived at the hotel (after paying for parking) at around 5pm… even though we were told by the hotel we had secure parking due to motorbike thefts around the area. We were greeted at reception by an extremely arrogant male member of staff (unfortunately I do not have the gentleman’s name), he was very rude and dismissive and did not even engage verbally with us, he was more interested in performing something on the computer before he proceeded to pick up the telephone and call someone.||||Once he had finished his call, he attempted to explain in very poor broken English that there was no room available and that the hotel was full. I explained that I made a booking almost 2 months prior and even provided him with booking details. From what I could understand, he was trying to explain that it had been raining and this has damaged the room and this is why the room was unavailable. He then proceeded to walk my friend across the street to another random hotel and tried to get him to stay there. We were not happy with this alternative as we had spent a great deal of time researching and choosing hotels for the 11 night trip, and the room available did not suit our needs. ||||I attempted to communicate with the male as I found it unacceptable that first of all the room we had booked was not available, despite booking it almost 2 moths prior and second of all that we only found out the room was unavailable after arriving at the hotel after an 8 hour ride from Obernai. Surely he/the hotel did not discover that the room was not available as soon as we entered the hotel? Had we been given prior notice we could have made alternative arrangements without rushing and also without it being late in the day. ||||In the end we decided to continue our journey north up to Calais arriving at 20:45, this meant an additional 2.5 hours riding and on the toll roads, incurring additional expense.||||Out of all the hotels, 10, I stayed at during this trip (and dozens of others over the years, including Best Western establishments all over Europe and the UK) I have never experienced such unprofessionalism, rudeness, inadequate communication and bad customer service, all from one person and in one hotel. The male on reception even had the cheek to tell us that we would not be charged for the room!||||As per your website I would be interested to hear your thoughts in addressing this complaint because as far as I am concerned you, despite each hotel being independently owned and operated, have failed in your goal “to ensure that you have a pleasant and comfortable stay at our hotels, and we are committed to providing the highest level of customer service, from the point of booking right through to completing your stay at one of our wonderfully diverse and unique independent properties.” ||||This experience has put me off from ever booking a stay at a Best Western hotel again.||||Another guest (lady) also asked the receptionist to book a taxi hours before, she came down the ask him to cancel it and he said oh I haven’t even booked it for you so don’t worry. Who or what else has this employee annoyed and showed no interested in customer service and...

We stayed back in June 2025 for 2 nights. The receptionist was very rude on arrival, but when we got to our room it was pleasant and clean.

The problem started when our air conditioning unit did not work. The noise outside was too loud to open the window. We called reception about it in on the first night and were told to let them know in the morning. We told reception in the morning and were told that someone would come to repair the air conditioning unit during the day. When we got back in the evening it had not been fixed. It was over 30 degrees outside and hotter in the room. We went back to reception and asked for it to be fixed, again. We were told this was not possible and they could not change our room. We were also told that that they could not send us to a different hotel. We were told that we would get a refund. We were unable to sleep due to the heat, hence requesting a change of room.

We have been chasing this refund for 3 months now. The hotel has now stopped responding to our emails. We are still yet to receive the refund as promised.

Avoid this hotel...

Sebastian was a great host, the room we were given was comfortable if a little bit dated. The bathroom felt cramped and the toilet made a lot of noise everytime anyone in the hotel flushed their own toilet. Toilet seat was broken and whenever we sat on it we skidded to the left. Air con was good and quiet too. Nespresso machine in the room was a good addition, TV remote had probably never been cleaned. Breakfast was good but on the pricey side. The location was by far the best part of staying here. Right on the main pedestrian walk way with all the outdoor tables, cafés, restaurants. The hotel does not have it's own carpark so be prepared to park on the nearby underground car park and take a walk to the lobby of the hotel. Having given this personal information and now knowing the hotel we would say that the best part of staying here is the great staff, Sebastien, central location and a...