Well, first of all, it is listed as an ocean view hotel, when in fact it is a block away from the coast and perpendicular to the coast, so only 4-6 rooms with a little view that are only available at a much higher room rate.We traveled from Monaco to Cannes the day before we were scheduled to arrive in Cannes, so when we discovered that we would not have a view, I tried to cancel the reservation and the lady reservation manager would not let us cancel. And to add insult to injury, I requested some additional bedding for the sofa ,because I occasionally snore ,and need to sleep a little distance from my girlfriend, and he lady at the front desk told me that if I used the sofa to sleep on they would charge me more for the room. This did make me angry and I went back to the room and returned in 30 minutes and explained what had happened to a gentleman at the desk and he apologized and was shocked that she said that and did not charge me more. Also, the maid was rude, elevator security was difficult to understand, expensive and if you wanted to use the gym ,you had to go to another hotel and pay to use the equipment. Also , I had a junior suite, and I am sorry but they assigned me a room on the second floor, that had a view of a building that needed paint. I wish that when we asked to cancel, because of no view , they could and hold have released us, because we could have stayed at the Radisson Blu in a suite with two balconies overlooking the Cannes yacht harbor at about half the price!!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
4 weeks ago
Dear 911Gray65, Dear Mr E,
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I have paid special attention to your comment posted on the TripAdvisor website with regards to my hotel.
We constantly strive to provide exceptional service in keeping with the image of all Lucien BARRIERE establishments and I deeply regret that you have given a mistaken image of our hotel, particularly because your comments are not a fair reflection of the quality of the services we provide.
With regards to the different comments you have made, and after having carried out the necessary research, please allow me to clarify certain points:
- Regarding your room without a view, I have to contradict as your travel agent informed you of the absence of a sea view prior to your stay. In addition, the request for an upgrade made by your travel agent could not be granted due to the occupancy of certain suites and the important difference in price between the two suite categories. Furthermore, you will not find any sales documents claiming junior suites with sea views. In fact, as you have highlighted, our hotel is built perpendicular to the sea and only 4 exclusive suites have a view of the Mediterranean.
- In addition, you made your reservation in our hotel via the "Expedia.com" website, a website which operates a pre-payment system, and you therefore paid for your stay with this company and not directly with our hotel. Upon arrival, you informed us of your dissatisfaction with regards to your room, which did not meet your expectations, and you expressed your desire to leave the hotel. Our staff informed you that, due to the pre-payment of your stay directly with Expedia and the fact that the contracted cancellation period had expired, we could neither cancel your reservation nor refund it as we were not in possession of the funds given that Expedia only pays us after the client's stay.
- Finally, with regards to the comments left in the different log books of the services you encountered, it would seem that impoliteness is not only a prerogative of my staff or of the French people in general, as you recount of your stay in France.
Our hotel is normally recognised for its exceptional service, as our rating on the TripAdvisor website shows, and it is my duty to provide this detailed response given that the reputation of my hotel could be damaged by such an inappropriate comment.
With my best regards.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC