"If I could give this place a zero, I would. I would not recommend staying at this hotel if you are British, American, Canadian or Asian. The hotel only prioritise the French guests and do not care or acknowledge the other guests. We often got asked whether we were English and when we answered yes, the staff would reply "never mind" before walking away. All shows and events were in French with other foreign guests not understanding the language or being able to participate. It made people feel left out.
Every British family I spoke to mentioned how they had to move rooms at least 3-4 times! One family was given a room which had other guests in twice. There was no apology from the hotel staff for this. My husband and I were given a first room (218) which has no towels, no soap, the floor was wet and the ceiling was falling apart. When we complained about this, we were moved to room 820 which was slightly better. We were told that 218 will be closed and investigated but within minutes, the room was given to another guest. 820 was a much better room however was on a second floor with no lights. At night it was dark and we could not see when walking up or down the stairs causing my husband to slip many times. Guests complained to reception but nothing was done until we complained to the general manager, Saber.
The staff were rude and prioritised the French guests above all. They often made the British guests feel like trash and feel dumb. One staff in reception called Bahjia was extremely rude from the day we arrived. There was no welcome or hello from her and she would often make comments to us and then laugh amongst her colleagues. Another staff member in the dining area was rude and made a few racial/unnecessary comments to me. When asked what burger there were, he immediately replied stating "they are chicken burgers. the chicken has come from India just for you" before beginning to name Bollywood stars and speak of them negatively. We were also asked by a staff member where we were from and when we replied London, he asked us where originally. When we replied to say India, the staff member replied stating "No, you are Muslim." - I think I know my religion and beliefs.
My husband and I met with the general manager, Saber, and was told we could move rooms however, I declined this offer as I had already unpacked in room 820. I asked if there was anything else that can be done and Saber was very quick to say "I will out some nice things in your room for you". When we returned to our room, we saw two t-shirts there in a size small and medium. Sadly these were too small for us. Nothing else was given for the inconvenience caused, the racial comments or the unhappy service received. After this, every time Saber would see he, he would often ignore us or would say Hello before quickly walking away.
The 'Animation' Team - there were some team members who were lovely such as Ghani, and a few other men (the one who wears braces). Others such as Sofy, Mima, Axel, Ballu, and the others did not mix with the British guests and would ignore you because you were 'English'. They would only speak and mix with the French guests. Some of the team members came over to ask us for reviews and when we wrote the review for them, they changed the wordings and added their names before taking a picture and leaving. This was Sofy. The shows and events were nice but most guests felt left out as it was only in French. When asked to speak in English, they would ignore this and continue in French.
There were only a few lovely staff members who were always smiling and helpful. Lati in the bar area, Amal in reception and Issam who served the mint tea every morning. You three were the best part of this hotel and our holiday.
The toilet floors were left wet and slippery with no sign to mention this and many children, adults and seniors would use this area causing a few to slip. Glass was also broken daily and left for ages and unattended before someone would clean it. Glass was broken outside our room one day and it took over 45minutes to clean it. Children were walking barefoot going in and out their rooms and could have injured them. There is NO such thing as health and safety in this hotel and when speaking to the reception staff about this, they laughed.
The hotel had a water park which was not that great and very dated. We often found the security man asleep outside because he must have gotten bored.
If you are not a French speaker then I would not recommend visiting this hotel and staying here. See attached photos as evidence of my above comments."
