After a distressing and disappointing stay at the Villa Florentine last year, we complained at the hotel and sent the following message to the Relais Chateaux. Our travel agent sent a similar letter to the hotel. We have never received a reply, let alone a much needed apology.
"We encountered numerous problems during our recent stay at the Villa Florentine. We are only sending this to you rather than travel websites in the hope that you can remedy such issues. Other than the excellent and gracious service of a young woman named Camille in Reception, we were disappointed in the hotel staff and service.
1. No one met us at the door to help us in with some very heavy luggage. Later the manager apologized for this oversight. We never saw him again during our stay. It was a holiday weekend and he seemed to have disappeared.
2. We were given a glass of champagne, sat out on the Reception area balcony, and told someone would be out very soon to explain the hotel, take us to the room, arrange for restaurants, tours, etc. We waited more than 30 minutes, were shown to our suite, but given no additional information about the hotel and its services. We had trouble getting simple information. For example, when we asked one of the concierges to put an X where the hotel was on a map of Lyon, he put it in the wrong...After a distressing and disappointing stay at the Villa Florentine last year, we complained at the hotel and sent the following message to the Relais Chateaux. Our travel agent sent a similar letter to the hotel. We have never received a reply, let alone a much needed apology.
"We encountered numerous problems during our recent stay at the Villa Florentine. We are only sending this to you rather than travel websites in the hope that you can remedy such issues. Other than the excellent and gracious service of a young woman named Camille in Reception, we were disappointed in the hotel staff and service.
1. No one met us at the door to help us in with some very heavy luggage. Later the manager apologized for this oversight. We never saw him again during our stay. It was a holiday weekend and he seemed to have disappeared.
2. We were given a glass of champagne, sat out on the Reception area balcony, and told someone would be out very soon to explain the hotel, take us to the room, arrange for restaurants, tours, etc. We waited more than 30 minutes, were shown to our suite, but given no additional information about the hotel and its services. We had trouble getting simple information. For example, when we asked one of the concierges to put an X where the hotel was on a map of Lyon, he put it in the wrong place. Are you sure, I asked. Oh yes, he said. Then he looked more closely and marked the spot I was pointing to on the map. We also didn’t realize was that it took a walk down 200+ stairs just to get to the Old City of Lyon. Going down wasn’t bad. Climbing up was tough. But, our leg muscles survived and are stronger for it! When we asked how to get down the hill, we were told “we can arrange for a taxi.” A bit like “let them eat cake.”
3. Several walls in our room were scuffed and a chunk of paint had peeled off the door to the air conditioning closet. A knob came off when we turned the water on the tub. The stopper knob on the bidet came off and out of its fixture. The shower door would not fully close leaving a two-inch plus gap and a wet floor. When we ordered coffee for the room, we were told them to call them as soon as were done. We did. And six hours later it was still in the room.
4. When we learned that we could not have dinner at the hotel on the 12th (my birthday), it would have been helpful and professional if the staff had suggested an alternative night for our celebration diner at that point in time. We turned to the man at...More
Show less
