"An evening of my stay, I fell just outside the hotel entrance in the hotel car park, twisting my left ankle and injuring my right knee. I subsequently sought medical attention and have a medical certificate confirming my injuries. As a result, I was unable to continue my holiday as planned.
The walk from the Parc des Expositions to the hotel is approximately 15 minutes, and the entire route was extremely dark with virtually no street lighting. In addition, the nearest station exit was closed, forcing us to use an underground tunnel with many flights of stairs while carrying our baby’s stroller. I was so scary as well. When we finally reached the hotel, the lighting around the hotel entrance and car park was also very limited, making visibility poor. It was in this area that I fell and sustained my injuries.
Returning to the hotel in the evening was particularly challenging. After leaving Disneyland at around 10:00 pm, it was difficult to find an Uber willing to travel to the hotel because of its location. Had we relied on public transport instead, we would likely have missed the last train to the Parc des Expositions station and been forced to take Metro connections followed by a night bus to the airport area, arriving around 1:00 am. This left us with very limited practical transport options.
Despite several attempts, we were unable to find an Uber or taxi willing to accept our journey to the hotel. While waiting, an individual claiming to be a taxi driver approached us and offered to take us to the hotel for €20. As we could not verify whether the service was legitimate and were concerned about potential overcharging, we decided not to accept the offer and walked back instead.
After I fell outside the hotel, we went to reception to request a first aid kit and found the night receptionist asleep on the floor. Once she woke up, she simply handed us the first aid kit and returned to her office without showing any concern or asking whether I needed medical assistance. This was very disappointing, particularly after I had just suffered an injury.
In contrast, I would like to thank the morning receptionist, who was kind, caring and professional. She made every effort to help me arrange a wheelchair, and I sincerely appreciated her assistance. Unfortunately, the wheelchair that was eventually provided had under-inflated tyres, making it difficult to use.
We also experienced another issue during our stay. When we entered our room, there was no TV remote control. We had to return to reception to request one, but the remote we received had flat batteries and did not work.
This incident and the service issues significantly affected our family holiday. Instead of enjoying the activities we had planned with our young child, I was confined to stay around the hotel for two days because of my injury.
I have emailed to hotel.com and ibis’s customer care to investigate and keep all the cctv footage records, and still haven’t heard anything from ibis team."
