"TL;DR - Horrific and unsafe experience due to ablest staff and lack of accessibility.
We had a horrific experience at this hotel and would never recommend it to anyone. We contacted them before booking to ask if they had any accessible rooms available, as one of our party uses a wheelchair, and they said yes the room was available, so we booked our stay. The DAY we were supposed to check in staff emailed us and let us know that the accessible room was no longer available, but "don't worry - we have an elevator and will help you". When we arrived, we saw that the elevator was only accessible up a flight of curved stairs that were inaccessible for us. We told them this was not acceptable, and they said the issue was we booked after someone else had already booked that room months before. If that was the case, then why did their staff tell us it was available?! Staff were also combative telling us that we said the 1st floor was fine (in the US the first floor is the ground floor, and in France the 0 floor is the ground floor) and they didn't see the issue, but in our email we had clearly stated that we could not do stairs. Andy at the front desk kept insisting that he would help us up the stairs, but he could not even lift one of our suitcases. When we asked for other options they told us we could leave and stay somewhere else, but it was a holiday weekend, and after contacting 20 hotels that were booked we had no choice but to stay there. Andy told us they would ask the guest in the accessible room if they would move and offered us free breakfast, and said they would continue to work on a solution.
The only way we could get the member of our party up the stairs was to carry her on our back. This was incredibly dangerous and unsafe, and put us at risk every time we needed to use the stairs.
The next day when we returned there was a new person at the front desk, and he did not know anything about our situation, meaning Andy had not communicated with any other staff about the situation. He let us know that the accessible room was booked starting that day, so we could have used it the night before. He was much more understanding and offered us a few other rooms to stay in, but since the main issue was the stairs up to the elevator, we decided to just stay in the rooms we were in.
On our last morning staff would not allow us to get breakfast, even though we had been told it was comped for our stay.
When we reached out to management to share our situation they were not understanding or apologetic at all. We were offered a partial refund for one of our rooms, but this does not cover the safety risks we had to take to stay at this hotel.
In addition to our horrific experience, the breakfast area was filled with fruit flies and smelled like rotten produce, and the air conditioning was locked, making the rooms incredibly hot and stifling."
