Hotel & Spa Royal Madeleine

"At reception, when I tried to understand why the room could not accommodate two people, I was met with a mocking attitude and was even laughed at. Instead of trying to help, I was eventually told to find another hotel. The breakfast incident was equally unacceptable. Before entering, I specifically asked whether breakfast was included for both of us and was told yes. While we were already eating, a member of staff came over to say they had made a mistake and that breakfast was not included after all. The tone and attitude of the restaurant employee were particularly uncomfortable, especially once she realised I was Portuguese. I am not accusing the hotel of discrimination, but the behaviour I experienced was sufficiently unusual, disrespectful and uncomfortable that it cannot simply be dismissed as normal hospitality. What disappointed me most afterwards was management’s response: very defensive, almost no self-criticism, and no real acknowledgement that the guest experience had clearly gone wrong. Hotels make mistakes. What defines a good hotel is how they handle them. In this case, both the stay and the subsequent response fell well below what I would expect."

"Rooms are small not clean didn’t feel the vibe"

"We booked a terrace room through Booking.com & really looking forward to it. However when we arrived our room was small with no terrace. When we questioned it the customer service was abysmal. The manager told us to get in touch with booking.com as it was their mistake & booking.com told us it was the hotel’s mistake. So we paid top price for the best room but got the smallest standard room. On checking in we were told by a member of staff we would get free breakfasts as compensation. On checking out we were told we would have to pay for the breakfasts by a shouting manager who said he hadn’t authorised it."