Accidents and Emergencies happen, the way a team handles these situations, says alot about a company and how their staff are trained. I have sent a letter of complaint as below, but Im not sure if I will ever hear back, so I have added it here to my review, I would not feel safe staying in this establishment.
I am writing to formally complain about my recent stay at the Saint-Gervais Hotel & Spa, which fell far below the standards expected of a four-star establishment.
Firstly, we paid for an additional hour in the spa. However, after only 25 minutes we were forced to leave as it was far too busy to use the hot tub, and the pool was uncomfortably cold. We then attempted to use the relaxation room for a cup of tea, but this was anything but relaxing. Two female members of staff repeatedly walked back and forth giggling and following a male colleague, who was loudly talking. One of the staff members was also coughing constantly between bouts of laughter, which made me feel very uncomfortable and certainly did not inspire confidence in the hygiene or professionalism of the spa.
Given the behaviour witnessed in the spa, it does not surprise me that the 5:15am fire alarm was later triggered due to an issue in that area.
When the fire alarm sounded, we put on our coats and attempted to exit the building. The exit was blocked by a visibly distressed man shouting at guests in French. When we asked him to explain in English, he shouted that we must exit immediately. I responded that we were trying to do so, but he was physically blocking the doorway. Only then did he move aside. This was frightening, unnecessary, and completely unacceptable during an emergency situation.
Once outside, there was no clear guidance. We stood in front of the hotel as other guests slowly emerged, before being told to move to a car park further up the road. We stood there for nearly an hour in freezing temperatures with no information. We then discovered that half of the hotel guests had been allowed to remain seated in the reception area, which highlighted a complete lack of organisation and communication.
Eventually, we were directed to the local hall, where a very kind lady provided coffee and orange juice. However, many guests were wearing only robes, and no one was offered blankets, extra clothing, or even checked on. Hotel staff appeared to sit together on their phones, making no effort to assist guests or show concern. It took at least an hour and a half before anyone took names or attempted to account for who was present, which is a serious failure in basic fire safety procedures.
After four hours, we asked for an update. The same man who had blocked the exit laughed and said there was “no update.” When I explained that I live only an hour and a half away and could have been in my own bed, his response was entirely inappropriate.
At this point, we decided not to waste any more of the morning sitting in a hall and went to buy clothes so we could try to salvage the day. I asked a staff member to take my phone number and call us when we were allowed to return to collect our belongings. When she called, we were told we could return, only to then be informed that we were not allowed back to our room and could only sit in the restaurant. This was yet another example of poor communication and confusion among staff.
As we had tram tickets booked, we spent €93 on clothing and went ahead with that experience. Upon returning later, a different staff member was very pleasant and told us we could collect our belongings. When we reached our room, both the bedroom and balcony doors were wide open, with all of our personal belongings inside, including cash. While I understand the need to air the room, leaving it completely unsecured is totally unacceptable.
By the time we checked out, I was exhausted. The receptionist then attempted to negotiate compensation, offering a refund for the unused spa hour and two complimentary cocktails. When I explained this was not acceptable, she agreed to refund breakfast, which should have been the bare minimum as it was never received. She took my email address but gave no explanation of how or when this refund would be processed.
This morning, I woke up extremely upset. I did not receive a full night’s stay, I did not receive breakfast, and the entire situation was handled in an unprofessional and disorganised manner. I strongly recommend that your staff undergo immediate refresher training in emergency procedures and guest care.
I have worked in the leisure and tourism industry for 25 years and have travelled extensively. I can honestly say I have never experienced such a poor stay in a hotel with a four-star rating.
I expect a written apology and a full refund for our stay. I look forward to hearing from you promptly.
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