My husband and I recently stayed at the Novotel Fontainebleau,Ury with a group of 31 who arrived by coach. We understood that there would be a swimming pool available to use but when my husband went for a swim the pool was covered over. It was a great disappointment. When he queried this at reception he was told it was closed for refurbishment. We should have been informed of this when we arrived. The hotel was being refurbished when we arrived. The hotel is isolated in its own grounds in the forest and a car is necessary as there is no where to wander in the evenings. Fontainbleau is a drive away. It is alright for an overnight stop.
There were a lot of people staying for a conference so we had to eat in the foyer. There were only 31 of us but at some meals there would not be enough cups for all of us. At other meals there would not be enough cereal bowls so cups were used. On the last day there were no plates to eat off at breakfast so my husband went into the kitchen to find some. It appeared that group at the they were short staffed and there was no one in charge. When the toaster was put on the electric tripped off. There was no one at the bar after dinner and on one occasion a visitor from the conference went behind the bar to have a good look at things. My husband went up to her and asked what she was doing there. Eventually she left. The hotel now looks very smart but the lack of staff meant there was no one to supervise the breakfast area so we had to chase up more milk, butter etc. As a coach party we felt unwelcome.
Your stay in my hotel clearly did not meet your expectations and you have highlighted certain issues regarding the services that we provided.
Firstly, please allow me to say how sorry I am that we did not meet your expectations.
I consider such matters to be extremely important, your comments have therefore been shared with my team and together we are working on solving these issues so that our service will no longer disappoint in this area.
Should you be prepared to give me your telephone number, I would like to call you to further discuss this matter directly.
I do hope that, despite these issues, we will be able to welcome you again as a client of Novotel. Should you choose to stay in my hotel again, please do not hesitate to call me or to send me an e-mail. I will personally ensure that you get a room that will meet your expectations.