Radisson Blu Hotel, Paris Marne-la-Vallee — Hotel in Torcy

I recently stayed at this hotel in Room 215, and my experience was extremely disappointing. The hotel failed to meet the standards expected from a Radisson hotel, and I feel it necessary to remind potential guests about the issues I encountered. Upon arrival, front desk employee Thoe checked me in and initially assigned me Room 388. However, this room was not only remote but also in extremely poor sanitary condition. The lampshade was dirty and moldy, and when I pulled back the covers, there were yellow stains, clearly indicating inadequate cleaning. When I drew the curtains to look outside, I noticed trash left by a previous guest in the corner of the room, which had not been cleaned up. Such serious hygiene issues in a room handed over to a new guest are shocking, especially for a well-known four-star hotel under the Radisson Group.

I documented these issues with photographs and reported them to the front desk. Thoe then moved me to an “upgraded” Room 215. However, apart from an additional coffee machine, the upgraded room offered no significant improvements. !!!Worse still, the sink had red stains resembling blood and hair, which was extremely disgusting. I do not understand how these obvious cleanliness issues could be overlooked by the cleaning staff, even in an “upgraded” room. The bed also had unknown black substances on the sheets, which was deeply disappointing. After a long and tiring day of travel, I expected a clean and tidy room, which should be the minimum standard for a four-star hotel.

I brought these issues to Thoe's attention again, and he offered to change my room once more, dismissing the severe hygiene problems as "small issues" of no particular concern. He could not explain the stains on the bed or the blood-like marks in the bathroom. I suggested he inspect the room himself or document the issues to report them to the relevant department, but he continually downplayed the significance of these problems. His arrogant and dismissive attitude was unbelievable—such behavior should not represent the service quality of your hotel. Is this how guest complaints are handled?

Too exhausted to change rooms again, I requested new sheets to change the bed myself and asked for the bathroom to be cleaned. The staff claimed there would be nothing for my poor experience since the room had already been upgraded, but this "upgraded" room was even worse in terms of hygiene. From checking in to waiting for the new room to be cleaned, I wasted 2 hours and could not rest. Additionally, when I tried to use the refrigerator, I discovered it was broken, with no cooling function. I asked the cleaning staff to check, and they confirmed it was malfunctioning and called the front desk for me. Thoe said he would send someone to repair it, but until next day ended no one showed up. How can a non-functional refrigerator be part of an upgraded room? I was shocked and disappointed by the poor service and horrific cleanliness at a renowned chain like Radisson. Out of all my stays at your brand's hotels, this was the worst in terms of room quality and service. The front desk’s indifferent handling of guest complaints and feedback was incredibly unprofessional. I believed my feedback could help improve your hotel’s standards, but the front desk seemed uninterested in reporting these issues to higher management. As a valued guest, I expect good service and high-quality accommodations for the time and money I spend. However, due to the room problems, I wasted my entire stay dealing with these issues! When I reported the feedback and emailed your manager after our checkout, there was no response.l!!!!This lack of communication is indicative of horrible guest care, especially for a hotel of this brand. To everyone considering a stay here, I strongly advise against it. This hotel will totally ruin...

When have just taken the kids to Euro Disney and spent 2 nights in this hotel (21/08/18 to 23/08/18). We should have anticipated what was to come after the the poor first impression the hotel set upon arrival . When I first entered the hotel and sat in the lobby, I could immediate see that most of the furnitures in the lobby was outdated, dirty, stained, and some were even damaged. They had a room called The Stockholm, where they provide a water dispenser but the tap to the dispenser was broken rendering it useless. The carpet in the room was a catching orange colour but what was more eye-catching were the dirty, black damp stains all over it.

Outside, the lawn plants in the garden looked very poorly maintained, as they were all dried and dying. There were plenty of garden furniture but no cushions on any of them.

We then checked into our room on the 3rd floor which was ok in size, but again the furniture was clearly passed its days. However, the thing that annoyed me the most was the sheer filthiness of the room. The lampshade had big brown stain on it which looked like dried blood, there were stains in the toilet and around the bath, and the worst was grey cast on the carpet caused by dust. There was dust absolutely everywhere! You would find a THICK blanket of dust on almost every piece of furniture, above the skirting boards and in every corner of the room. It seems that their housekeeping is only responsible for making the bed and nothing else!

At 11:45pm, on the first night, when we were all asleep, somebody suddenly opened our door and walked straight in. I immediately chased out after them only to find an elderly couple outside as confused as I was. They explained to me that they had been checked in for the same room! This is a massive security flaw and is beyond me how this could happen in a notable hotel brand which I expect to have a mature booking systems in place! Not to mention how the incident alarmed my family and startled my two very young children in the middle of the night.

I complained at the front desk at 11am the next morning. The girl at the front desk took down all the notes and assured us that she will follow it up with the duty manager. That day we spent the whole day at Disney, returning after midnight only to find that the bed was made, but the blood stained lampshade was still there and the dust around the room was still very much present and visible. We were out the entire day, providing ample time for the hotel to put things right - but they did not! Housekeeping only visited and made the bed.

I made another complaint at the front desk upon check out, but again there was no follow up whatsoever and no explanation was offered to me as to why we had to endure such an unsatisfactory stay. I am not sure how they think it is ok to offer a room in that condition, especially when there are young children who you would expect to be playing at low levels, where all the dirt and sheets of dusts are all sitting.

Surely when you are running a hotel business, security, cleanliness and customer experience should be your utmost priority. They failed in 3 critical aspects. Shame on you Radisson Blu, you do not deserve to be a 4 star hotel. The pictures on the bookings websites are totally misleading, please do not rely...

I would not recommend to anyone.

Large structure without any personality, unfavourably located, convenient only for access to Disneyland by dedicated shuttle. The outside immediately gives you the idea: lighting was missing for the whole stay, two semi-abandoned, dirty benches (does it cost too much effort to clean them?), litter on the ground, no care for plants, flower beds, pots, nothing. All abandoned.

Inside, a very cold lobby (in terms of temperature: heating costs money!), a very business-oriented reception with staff who hardly speak English and who have no knowledge whatsoever of the dynamics of the structure in which they work. They deal with handing over the key, nothing else.

There is the gym, but half of the equipment inside does not work. Reporting it to the reception, maintenance arrives. After an hour, nothing. In the following days, still nothing had been done: when we left, everything was (not working) exactly as it was when we arrived. Fantastic!

There is a heated indoor pool, but the water is cold and uncomfortable, especially for children. Spa area with sauna and Turkish bath: undoubtedly a nice service, but no care here either: showers abandoned on the floor, no cleaning... all self-managed by the customers. Not exactly Radisson-level service, let alone in line with the price of the hotel.

It's better to draw a veil over the rooms: very poor cleanliness, with obvious stains on the carpet (of various colours), in several places. Very poor maintenance: towel holder detached from the wall and dangerous (dangerous!), hairdryer holder detached from the wall, doors swollen with humidity, ruined and detached upholstery. The access door showed problems for the whole period: not even the service staff could open it, but no solution for the whole stay... The family room is delivered with two beds (American style, which is ok), it is a pity that one of the two is a metal cot, decidedly unsuitable and not in line - again - with the cost and the name of the hotel.

But the real Achilles heel is the restaurant. A nice, modern room on the ground floor. The management is scandalous, to say the least. Wrong dishes, offered at high prices (an overcooked steak with potatoes for 29 euros) and above all service worthy of the worst McDonald's in the suburbs. Actually, worse, because at McDonald's you eat something. I have never eaten in a restaurant where, sitting with children, I had to wait 50 minutes (by the clock!) for a bottle of tap water on the table! I understand the wait for food (one hour after ordering, for the record), but it is inconceivable that they do not at least bring water and soft drinks while waiting. The waiters will do anything to avoid your gaze: if you need anything, you will end up getting up and going to call them face to face, because otherwise they will be able to clear empty tables, even next to you, but always making sure to avoid you, with their backs turned. Unworthy...