Arrived at the hotel with may bags. There’s a staircase leading up to the reception area. We went up to the receptionist who was sitting at the desk. We asked for help with our bags and she said that it’s just her. Her attitude and tone was incredibly rude. She was not welcoming. I asked to speak to a manager she said she cannot contact the manager since it’s the weekend. We have four big bags and it’s impossible to take them up the stairs by ourselves since they are 25kg each. This should be advertised in the hotel booking. I saw many people mention that the staff was friendly to them so I can only assume that they are only friendly to a certain skin tone since we are black.
Response from the property
(Translated by Google) Hello,
Thank you for your feedback. The layout of the premises, as well as access information, is clearly indicated on the booking website so that each guest can plan their stay with peace of mind. The welcome you described does not reflect the experience reported by all our guests, and we will remain attentive to the quality of service offered to each of our guests.
Sincerely,
The Hotel Clémence Team
(Original)
Bonjour,
Nous vous remercions pour votre retour. La configuration des lieux, tout comme les modalités d'accès, sont clairement indiquées sur le site de réservation afin que chaque client puisse anticiper son séjour sereinement. L'accueil décrit ne correspond pas à celui que rapporte l'ensemble de notre clientèle, et nous resterons attentifs à la qualité de service offerte à chacun de nos clients.
Cordialement,
L'équipe de l'Hôtel Clémence