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Gillybeanstravels
Lamorlaye, France

Fabulous design but unprofessional management

2.0 of 5 bubblesReviewed 4 weeks agovia mobile
Don’t know where to start with this hotel !
Pros: very comfortable bed, room and bathroom very good (except separate loo doesn’t have a sink).
Clean and well equipped with a non slip shower.
Extremely stylish modern communal spaces, designed to fit in beautifully with its setting.

Excellent pool with great view. Although an extra 5 euros charged for a bathrobe which you will need as the changing room is also the shower and is completely wet!!
Pleasant Rooftop restaurant and bar.

Just a few minutes walk from the tramway.

Cons: when checking in was told that there were no higher rooms available (we were given a room on 2nd floor)-

We entered the room quickly unpacked and had lunch at the restaurant on the top floor. The food was good and the drinks menu was varied. It’s a shame that some of the serving staff were dressed badly/ stained trousers etc. They were very friendly but, like the receptionists,they seemed to lack management.
We came back to the room and heard somewhere above flushing of a loo quickly followed by a horrific smell of the sewer pipes it got worse ! We called reception and they came quickly with a gas monitor. They had obviously had this problem before in room 224. They asked if we wanted to change (of course we did) but as they had previously said the hotel was completely full I asked how this was possible?! We were given the room directly above ours!!

To have breakfast at 17 euros we had to agree to have it for the three days we were staying or pay 22 euros! I asked if there was anywhere around where we could have breakfast and I was told there was absolutely nowhere. We then discovered that right next to the hotel are the Halles de Bacalan an enormous food hall with an excellent bakers, brunch etc and tables in and out. To be told a total lie was extremely insulting and not to be expected from a hotel receptionist!
We had breakfast which wasn’t great especially the smoked salmon which was very bony I stopped eating after the third large bone. The quality of all foods was minimal and it felt like this was a money saving exercise gone wrong.
The scrambled eggs were odd too. If you wanted an omelette it was an extra 12 euros!
When I went downstairs to cancel breakfast for the next two days I was asked if I ‘remembered’ I had signed ‘a contract’ to have breakfast and they couldn’t change it! I reminded them that I didn’t see in the contract a mention of having to repack and change rooms but that happened too. They agreed to change it. Cannot understand why the hotel would employ such rude and unprofessional staff. This could be a really great hotel!
Guillaume recommended a restaurant when we were talking about places to eat in Bordeaux he mentioned the Mirabelle in Chartrons I noted it and said I would look at the menu . He said he could reserve it for us I thanked him and said i would reserve it if we decided to go he said again that I could ask him to reserve it!! When I said it wasn’t necessary he seemed quite annoyed !
Staff need to know when to back off!

Cleaning staff didn’t replenish coffee or creamer and there is absolutely nowhere in the hotel that you can get coffee in the evening - never known this in a hotel. I feel like they are playing at being a four star hotel and although they are getting a lot right they aren’t there yet with staff training or facilities. Today there were three staff behind the coffee shop counter all three on their phones. Why don’t they put one in the evening?

Chloe checked us out and was the first real professional we spoke to! We explained the problems we had been having and she seemed to listen. Any other hotel would have taken the breakfast off as a gesture - we were offered a ‘free’ coffee which we declined! So not the Marriot way we are used to.

I hope that one day the atmosphere and service in this hotel lives up to its impressive and original design and that staff training is improved.
Perhaps the owner could allow management to serve their customers appropriately- got the feeling that right now the only priority at this hotel is the profit.
Date of stay: September 2024
Trip type: Travelled as a couple
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All reviews les halles rooftop restaurant nice walk along the river instant coffee indoor pool front desk great hotel tram service hotel is located wine museum buffet breakfast city centre tram line top floor place to stay recommend this hotel navigator
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Reviewed 24 September 2024

It was an interesting hotel, the check in lobby was converted from a cereal factory and they have installed a climbing wall on the outside. Pretty cool. It was a good location, just a short walk to the wine museum and the Tram which can take you a lot of places quickly and inexpensively. The rooms were standard issue Marriott. The breakfast buffet was very lame, besides the cost of the general buffet, if you wanted an omelet it was like another $15 euro's or something like that. I put some pancakes on my plate the first morning and they were stone cold, I can only guess they were frozen, I never saw the griddle in action and the eggs were super runny and the bacon was little bits like two inches long sitting in grease. I guess you can't have everything....

Date of stay: September 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank RodPyle
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 23 September 2024

Thought this was safe bet since I know the brand and am a Bonvoy member, but it was funky location and had two terrible meals on site…the staff was professional and graciously “made it right” but I changed accommodation at additional expense and hassle. Hope they get it right because I’d like to try again….bummer.

Date of stay: September 2024
  • Trip type: Travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank cmcaul160939
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 18 July 2024

Good hotel stay. Right across the street from the wine museum. City center was a short 15-20minute ride on the tram, which stops right by the hotel. Rooms are a little small with some dings. However, the staff was so very warm and friendly. You can access them through "What's app". They always answered so fast. Nothing was too much trouble for them to do. I would definitely stay here, if I ever return to Bordeaux.

Date of stay: July 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank westphillyboy
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 21 June 2024

Booked hotel hin advance then had to cut our trip short and would have lost $$ if we cancelled. We planned to stay at an airport hotel before our flight and this hotel is 40 min from the airport and a longish trip by tram into the center of town. Its in an industrial area with really nothing around. The wine museum was closed on Monday which was the day we were there.

About the hotel, really bizarre, weird decoration. Elevators very far from front desk. Initially given room right next to elevator, then surprised greeting from front desk staff when we asked to change. No coffee in lobby Parking was also difficult since when we left at 6am for our flight everything was locked up tight although they said open 24 hours. Managed to reach someone who opened the door for us after we took a plastic cover off the entry station and found a call button.

It was clean and served its purpose although would not recommend the location if your plan is to visit Bordeaux Center.

Date of stay: June 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank agl120854
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Gabriel PAYET, Owner at Renaissance Bordeaux Hotel, responded to this reviewResponded 22 June 2024

Dear agl120854,

Thank you for taking the time to share your feedback about Renaissance Bordeaux Hotel.

I am sorry that our location did not meet your expectations. The airport is located 20 minutes from us & 30 minutes from the historic center by car, not the best indeed if you wish to stay very close from it. You have the choice of where it is more convenient for you to stay !Also, we are located in the vibrant area of Les Bassins à Flot, and the tramway of the city will bring us directly into the historic center within 15 minutes (5 stops). Regarding our neighbour The Wine Museum, it is opened everyday. I am sorry for the misunderstanding ! For more information, our Reception is at your disposal, don't hesitate to ask us.

Regarding our architecture & decoration, our mystical entrance is in fact located in the old grain silos of the city, cylinders of 30 meters high, which make our place unique!

We also apologize for any discomfort caused by the initial room placement near the elevator, and for the lack of you welcome you felt. Rest assured that we are always here to help you with any request. We will redouble our vigilance to avoid this from happening again.

We're sorry to hear about the difficulties you encountered with the parking. This one does not belong to the hotel but rest assured we will infomed them about this situation so that they will ensure better access for early departures in the future.

Despite these issues, we appreciate that you found the hotel clean and functional. We value your feedback as it helps us improve our services.

Thank you again for sharing your experience. We hope you might consider staying with us again in the future, allowing us the opportunity to provide a better experience.

Kind regards,
Gabriel PAYET
Guest Experience Supervisor

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Reviewed 13 June 2024

Booked this hotel for a one night stay after the end of a cruise. Cruise was great, but after two weeks with a small bathroom and shower, we were excited to get into the hotel.

Pros:
It’s clean, with very nice bedding and towels.
Pleasant and responsive front desk staff.
We disembarked from our ship at 9am and I was able to get in early for an additional 20 euros which was great. This allowed us to get settled, and not have to leave our luggage with concierge.
Cons:
It’s in a weird area, not close to anything except a few restaurants.
There is a note in the room that says that you can call for a robe and slippers, but it does not state that there is a fee. I feel this should be complimentary.
Also, there is a lovely restaurant with a view up top. But it was closed for a private event. So there were no options to get food in a Monday evening. No room service. So basically went to bed hungry as I was leaving early in the am for airport and don’t want to walk far or take transportation.
No coffee or snacks available in morning either. I left at 6am.

Date of stay: June 2024
  • Trip type: Travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Frances M
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Gabriel PAYET, Owner at Renaissance Bordeaux Hotel, responded to this reviewResponded 22 June 2024

Dear 312francesm,

Thank you for sharing your detailed feedback with us. We appreciate your positive comments and constructive criticism.

We're glad to hear that you found our hotel clean and enjoyed the quality of our bedding and towels. It's also great to know that our front desk staff made a positive impression and that we could accommodate your early check-in request.

We apologize for the inconveniences you experienced. Regarding our location, we are actually located two steps from the amazing Wine Museum, many bars & restaurants and other activities (shopping, museums, virtual rooms etc.). The tramway of the city right next to the hotel will also bring you directly into the historic center within 15 minutes. Don't hesitate to ask our Reception for recommendation !

Bathrobes & slippers are actually included in our Galerie rooms & Suite. A supplement is asked for our other type of rooms. This information is written on the welcome letter we gave you during your check-in.

We regret that our top-floor restaurant was closed for a private event during your stay. Nevertheless our room service is always available, I am sorry for the misunderstanding. We will review our services to ensure better options are available for guests with early departures.

Thank you again for your comments. We hope to have the opportunity to welcome you back and provide a more seamless experience.

Kind regards,
Gabriel PAYET
Guest Experience Supervisor

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