"We arrived after a notable travel delay late in the day to be told that the hotel had no duvet covers due to issues with their laundry supplier. This was after the front desk staff had difficulty locating our booking despite giving them both our surnames.
We have travelled significantly for work and pleasure for over 30 years, so we understand that things can and do go wrong. It is how an organisation responds to these incidents that makes the difference, particularly when there are viable alternatives right across the road.
We were offered the opportunity to cancel our reservation which was not initially an option we thought we really had as we had already pre-paid through our travel agent. We assumed that if it was only the duvet cover that was an issue, there would be a sheet and towels and the room otherwise made up.
Arriving in the room quickly changed our mind. The room had clearly not been prepared for anyone to stay: the beds were stripped and still raised; the duvet was heaped on a stool; there was no apparent linen of any sort in the room; and there was an air purifier suggesting something had happened. We decided to return to reception to ask what the air purifier was for?
While waiting to talk to someone, we decided to see if the Courtyard by Marriott across the street had accommodation. It did so we rebooked.
A supervisor arrived. We explained the problem and asked why there was an air purifier in the room. She replied that the problem was a linen problem affecting the whole hotel. She then left having made no effort to address our issues other than advising the reception staff that we were leaving.
Before we left we were asked to supply contact details so that the manager could contact us.
We have heard nothing back from them.
Our advice is to look elsewhere. We felt that the hotel could have done far more to help. The room could have been set up; they could have offered to help find alternative accommodation; and they could have offered to refund us for the pre-paid accommodation.
This level of service is so far below anything we would expect from a reputable brand or have indeed experienced in decades that we will avoid INNSiDE by Meliá or its brand. We recommend you do the same. The number of negative reviews on this site suggests that the level of service is too variable to consider this a viable option. There are better and more reliable options at CDG."
