Residhome Val d'Europe

"I am extremely disappointed with this hotel and the way my situation was handled. My reservation could not be fulfilled due to a major Eurostar disruption caused by a fire in Rotterdam, which led to severe rail service cancellations. This is widely reported in the news and was clearly a situation of force majeure. I did not cancel my trip for personal reasons – I physically could not travel. I informed the hotel immediately as soon as I knew my train would not run. I contacted them again several times, including two days before arrival and again the day before, after confirming my work schedule and availability for a possible new date in September. Despite this, I received no real help. The only option offered was to change the dates, but without flexibility or understanding that I could not confirm new dates at that time due to work constraints. After my last message, the hotel simply stopped responding. As a result, I lost the full amount of my booking, despite the circumstances being completely outside my control. I have also had to cancel other non-refundable plans, such as Disneyland tickets, because of this disruption. I have never experienced such a lack of flexibility or customer understanding in a situation that was clearly beyond the guest’s control. Very disappointing experience."

"I want to begin by saying that JOHAN was the only nice person, he was extremely welcoming, warm, bright, and helpful and for him I have given this place an extra star otherwise it would be a 1 star. Room itself was nice and comfortable and had the train station nearby but upon arrival one of the workers tried to get us to buy an upgraded room and when we said no he said “we have to give you the room anyway”, why did he not just give it because the room we booked was unavailable, what type of service is that. Not only that, when asking about a taxi at reception I tried to speak french as I am currently learning and when I had used a wrong word this white man began to laugh in my face then the other receptionists began to laugh as well, completely unprofessional, rude, unnecessary. ALSO, when walking to Val’d Europe nearby during the day with 2 other women, we had gotten followed by 3 guys and another guy in a black car pretended to be taxi and drove/followed us to the hotel. Absolutely would not recommend this place if you are a woman. Overall a poor, rude, unprofessional, unsafe place to stay. But Johan is an incredible person."

"The location was excellent and made it very easy to get to Disney. When we arrived at the hotel, it looked lovely and we received a warm welcome. We were delighted to be upgraded to an executive suite. Unfortunately, the room was 29°C and we couldn't get the air conditioning to work. A member of staff came up straight away and informed us that it was broken. Sadly, everything went downhill from there. We were moved to another room, although it was obvious the staff were unhappy about having to relocate us. This room was nothing like the executive suite we had been upgraded to. It was much smaller, looked very tired, and the bathroom was quite dirty. We also couldn't get the bedroom lights to work, so we asked for someone to come and help us, but nobodyarrived. As it was late, we just accepted it and tried to get some sleep. Unfortunately, the sofa bed was so squeaky that it woke me up every time I moved. We spent the following day out, so we didn't think much more about the room until we returned that evening. I wanted to order room service, but the phone wasn't working, so I had to go downstairs to place the order in person. The member of staff at the front desk made me feel like I was being a nuisance, so I asked to speak to the manager about everything that had happened. The manager was very apologetic. He came to our room immediately, showed us how the lights worked, and seemed genuinely embarrassed by the condition of the bathroom. He explained that we had been moved into a room that was due to be refurbished, which only made me wonder what condition our original room had been in. I then went to the bar to order two pizzas. I was given a collection time and told I could pay when I picked them up. When I returned, there wasn't a single member of staff in sight. After waiting for a while, I went back to reception to ask if someone could find out where my food was. I was rudely told to "just go to the bar and wait." By this point, I felt completely embarrassed and close to tears, so I returned to the bar and waited another 10 minutes, but still nobody appeared. Eventually, I gave up and went back to our room. My daughter was upset by the way I had been treated and by the fact that there was still no food for her child, especially as it was getting very late. She went downstairs herself to ask where our order was. They eventually found the member of staff who had taken our order, but instead of apologising, he became angry and shouted at her, saying that "she was not in England now and if her food was late, it was late." She quite rightly challenged this unacceptable behaviour and explained that, after everything we had already experienced with the room and the lack of working facilities, this level of customer service was simply unacceptable. In the end, we ordered takeaway instead, which arrived quickly and cost almost half the price. Overall, this was one of the worst hotel experiences I have ever had. I have never been treated so poorly by hotel staff. While the location was great, it was completely overshadowed by the condition of the room, the lack of basic facilities, and the extremely unprofessional and discourteous attitude of several members of staff. I would not stay here again or recommend it to others."