We stayed here en route to South of France so needed a quiet room and twin beds to get best sleep so specified well in advance courtyard room and twin beds. It didn't start well as entrance to the car park was an anonymous black shutter at the very side of the hotel with no sign hidden by a coach that was unloading in front of it. Car park was OK though, very secure but Ferris Bueller fans please note you have to leave the car keys at reception. The hotel ambience is good, very modern and clean. Unfortunately even though we had clearly specified a courtyard room we we were given one on the busy main street, still at least it was the specified twin bed. So we went down to reception and the a man dealt with our complaint, maybe it was lost in translation but they didn't seem to care that we had specified a courtyard room, there was no apology. We then had to lug our gear across to another room which did have a courtyard view only to find it had a double bed. By this time (please remember we had driven from the Midlands UK) we were too tired to argue and assumed the bed could be made up as a twin when we were out. After an hour we left and told the girl at reception who didn't seem too bothered and said maybe it will be changed, maybe it wont. At ten pm we got back and as we walked passed reception we were called back and told the bed hadn't been changed so we asked for another room. This was 2 floors up so we had to move all our gear again and return the old key. Just as I got to bed I was told I had left my shampoo in the shower and rather than them bring it to me I had to go to reception to get it so that meant either getting out of bed there and then and getting dressed or getting dressed before having a shower in the morning - you can tell from this that the hotel did not give a hoot that they had messed us around by not supplying the room we had specified weeks ahead and had in black and white in an email printed off. As we were checking out an officious looking man looked me up and down and left the desk, I asked the clerk (different one) if this was the manager and it was so I asked her to call him over - he was already aware of what had happened and when I explained the situation he said "what confused us was why you left it so long to complain about the double bed in the 2nd room". After this 'Thierry' muttered in French to the clerk and walked off, the muttering was to waive the 11 EURO parking charge - I told the clerk that I didn't want any money off thanks but an apology would have been nice. I am not a fussy customer I just want what I have booked, OK mistakes happen but somehow the staff thought the mistake was ours. I wouldn't expect this service in any hotel regardless of stars or cost so I can only say avoid like the plague especially if you can't speak fluent French sufficient to get your point across. I am sure many people will have stayed here with no issues hence its high ranking but it's how a business deals with problems that really test its customer service and in my opinion, Hotel de la Paix was well off the mark, something confirmed by most reviewers who have encountered issues.
- Official Description (provided by the hotel):
- The BEST WESTERN PLUS Hotel de la Paix is located in the heart of Reims, in an exceptional setting. A stone's throw away from the cathedral, our hotel is also situated near the conventioncentre and the highspeed train station.The hotel, which combines modernity and cultural heritage, has 165 comfortable, soundproof and air-conditioned rooms with free wifi. ... more less
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- Also Known As:
- Best Western Hotel Reims
- Best Western Reims
- Reims Best Western