"Just returned from our first visit to Canne for 5 days with BA.
On checking in we were told we had been upgraded to an apartment with complementary spa access.
We were taken to the upgraded room which was located at the rear of the hotel .
Room was depressing , like a cave , only 2 small windows both looking at brick walls outside.
Large room with 2 bathrooms and a full kitchen with a table seating 4 . We realised this wasn’t the room for us , it was only the 2 of us and we certainly didn’t need anything this big
We told the receptionist who wasn’t happy and asked us to return to the reception with him to look for alternatives.
After standing around for quite some time a female manager told us that she could change us to an alternative room for a charge of €800.
We explained politely that we just wanted the room we had booked . She said this was no longer available , that the hotel over sells rooms and as such that room was now occupied and no others were available to us, apparently they had nothing else and certainly nothing with a view or similar to what we had paid for , unless of course we wanted to pay €800
She was completely uninterested but went away to speak with sometime else
Whilst waiting overheard others checking in. The same person who had checked us in was telling others they had been upgraded to the rooms we had originally booked??
Frustrating as we had been just told none of these rooms were available to us
After nearly an hour we were taken to a double room at the side of the hotel , which we accepted as there was clearly nothing else for us.
We were also told that as we had now changed rooms our complementary Spa access was now cancelled !
The attitude of the reception staff really was dreadful, so rude and unhelpful it was shocking. After 40 years of travelling I can’t remember such poor service . Removing the Spa access was clearly a dig at us for changing rooms and putting them out in someway. Luckily neither of us are into the spa thing.
The reception staff clearly have a chip on their shoulder and we were made to feel they were doing us a favour by serving us .
The receiptionist also asked if this was our first visit to Canne, to which he said why don’t we visit Antibes as this is where all the other English people are !!
I’ve no idea what the point of this comment was but luckily we aren’t easily offended .
Thankfully the remainder of the staff we found to be very polite and friendly. We used the coffee shop in the lobby area every day which was lovely .
Also used the rooftop bar with a great view .
One thing to also be mindful of is security of your room.
The roof top bar, terrace and restaurant is open to non guests who can simply walk in and use a dedicated lift to access the roof top.
To access all other floors requires your room keycard to be scanned which is fine and stops anyone who isn’t a guest stopping the lift on any other floors , however directly next to this lift is the stairs which anyone can walk up allowing unrestricted access to every floor and corridor and all the rooms .
The layout of the hotel means the reception desk is located at the complete other end of the hotel away from and out of sight of the lift and stairs ,there is no one monitoring who enters or exits the hotel at anytime . Bit concerning for security as the hotel site is directly on the front opposite the busy promenade .
Hotel is in a great location and rooms were clean , comfortable and modern, it’s such a shame the first contact you have when you arrive is with staff who are so rude, unhelpful and unwelcoming."
