Explorers Hotel Marne-la-Vallée

"Stay: October 23–26, 2026 | Family of four with two children We chose Explorers Hotel for a special family trip to Disneyland Paris. We had carefully organised our holiday, hoping to create wonderful memories with our children. Unfortunately, the hotel's customer service became one of the most disappointing parts of our trip. Everything had been planned in advance. We had booked Magical Shuttle to take us from Paris-Orly Airport to the hotel. However, on the day of travel, Transavia informed us that our flight would be delayed. As the last Magical Shuttle departure was scheduled for 7:30 PM, we had to cancel our transfer and find an alternative. I immediately contacted the hotel, explained the situation to a member of staff, and provided our expected arrival date and time. She instructed me to email the front desk. I followed her instructions and sent two emails. Neither received a reply. I then called the hotel twice more. Nobody answered. Five attempts to communicate: one initial phone call, two unanswered emails and two further unanswered calls. Our flight was eventually diverted from Orly to Charles de Gaulle, where we landed around midnight. Travelling with two exhausted children, we spent almost 20 minutes trying to book an Uber and nearly an hour waiting outside in a wind chill of approximately 4°C. We finally reached the hotel after 2 AM. Of course, we do not hold the hotel responsible for the flight delay, airport diversion or weather conditions. But we did expect a hotel welcoming international families to respond to its guests, particularly after we had followed its own staff's instructions. Unfortunately, what happened the following morning was even more disappointing. We spoke personally to the Front Office Manager, Emanuela Schiera. We hoped she would understand what our family had experienced the previous night. Instead, she explained that the hotel sometimes has too much work to respond to guests. What I will remember most is how the conversation ended: a brief "Sorry" followed by "Bye." We left feeling that our concerns had not really been heard. We subsequently submitted a formal written complaint to the hotel's management. Their response was surprisingly defensive. They explained that taxi arrangements generally require 48 hours' notice, suggested alternatives such as Uber and Bolt, and stated that their guests usually plan their transportation in advance. I found that last comment particularly inappropriate. Our airport transfer HAD been booked in advance. We were forced to change our plans because of an unexpected flight disruption. As a business owner and father of two, I fully understand that organisations experience busy periods and operational difficulties. However, I believe these challenges should be managed internally rather than used to justify a failure to communicate with guests. We never expected the hotel to solve Transavia's problems or guarantee us a taxi at the last minute. A simple reply explaining that they could not arrange transportation would have been enough. We were not looking for compensation, special treatment or privileges. We simply expected a sincere apology, understanding and some genuine concern for what our family had experienced. The most disappointing part was not the difficult journey itself, but the feeling of being ignored when we needed information and dismissed when we tried to explain our concerns. Thankfully, we had a wonderful time at Disneyland Paris and our children enjoyed their holiday. Unfortunately, the way our concerns were handled at Explorers Hotel left a very negative impression. We have also submitted a formal complaint to Disneyland Paris so that they are aware of our experience with this hotel. My advice to other families: if you choose to stay here, make independent arrangements for your airport transfers and do not assume you will receive a timely response from reception if something unexpected happens. Hospitality is not just about providing rooms and facilities. It is also about listening, communicating and showing empathy when guests need assistance. In our case, the level of customer service fell far below our expectations."

"Really loved the facilities at this hotel ie the pool. The staff were all super friendly too."

"One of the best parts of the hotel is the pool which is amazing for kids with lots of slides etc. I would say it's a bit stressful in there when it gets busy. There's no life guard but the hotel do state and are honest about this. But I was a bit worried when my older kids (who are good swimmers) went tearing off by themselves as when the pool was packed I was worried I wouldn't see if they got pushed under water or something! The rooms are okay- nothing amazing. They did the job and were cleaned well every day but the TVs didn't work great, the door to the bathroom kept not locking properly and the handle kept falling off. The fridge didnt work and we asked if it could be replaced on the first day but it never was. A bit of an issue when a fridge is advertised as part of your room and you go with 4 kids - my daughter needed her milk refrigerated but just had to go without. There was no AC which isn't great during a heatwave but we were given an extra fan by reception which worked pretty well so we appreciated that. The room decor is pretty tired and some small parts of the room didn't look too clean - stained carpets etc. The bathroom is separated into bath and shower room and toilet but the toilet room has no sink so you had to walk out without hand washing to go to the shower room with sink which was a bit yuck. Both shower room and WC were tiny as well. Maybe not suited to a family with 2 adults and 4 kids as we were all stepping on each other. The older 2 kids' room being attached to ours but separated by a door was great though as they had their own space and their room was a good size! Some areas of the hotel are looking quite tired and tables in the communal area for eating weren't often clean. Food is good though and my kids had an absolute blast in the pool and soft play and loved the pirate theme and the big dragon in the foyer. Avoid the shuttle buses to disney at peak times. Outright dangerous with that many people packed in them and pushing kids to get to the front. My kids were a bit scared by it all and I don't blame them. Bus should not be allowed to operate past a certain capacity or more buses should be put on. We ended up having to get taxis back from the park at night as there was no way we could get on the bus. With 4 exhausted kids and not many taxis left to get that wasn't the best but not the fault really of the hotel itself. Overall we had a good time but in total honesty would probably stay elsewhere next time just to have a nicer room with everything working in it, which is a shame as the pool etc are so good."