Best Western Le Grand Hotel

What People are saying

Not What We Paid For

Alan Hon 07/08/2017 20:07

We have used the Mercury group all over the world and never had a bad thing to say, but this place I am afraid to say, should be reported to whoever it is that awards the star ratings. It purports to be a 4 star hotel? No no noooo not on your Nellie my friends, a half decent 3 star or a good 2 is where you need to be. Really, the room we paid €340 (Superior Double) for 2 nights is no better than a travel lodge back in the U.K. Bitterly disappointed. Filthy stained carpet, exposed LIVE electrical wires, no seal on the shower door, no slip mat in the shower and the air con would struggle to keep a hamster cool. Handles on the wardrobe doors do not close, paper cups for tea & coffee. Why do they only leave one sachet of coffee and one of tea, can't we both have coffee or tea at the same time, there are two of us?

Very tired fixtures and fittings, and an overwhelming lack of attention to detail from what should have been a pleasurable stay in a quality hotel.

It was not.... So, a massive thumbs down for this hotel. Sort yourselves out Mercure you are normally far better than this.

Unprofessional Employee

KJOC49on 21/07/2017 19:08

I was on a tour and arrived 2 days before the tour began. I was in my room at the beginning of the start of the tour when a woman from the front desk of the hotel called me and said that I had to vacate the room immediately. She didn't have the paper work showing that I had a single supplement for the tour. I assured her that I had paid for a single supplement and she stated that she didn't believe me and told me that I had to vacate the room. I offered to show her my receipt showing I had paid for the single supplement and she refused to look at it. I told her the tour company (Rick Steves) would be opening in 9 hours and the tour guide would be arriving shortly. She still rudely demanded me to vacate the room immediately. I was literally in tears, from her unprofessional and rude attitude.
The tour guide arrived and straightened everything thing out. BUT I never received an apology from the hotel. I also called the parent company for this hotel to file an official complaint, and was told I would get a call back, which never happened.
The day of departure the same rude female employee said to the tour guide that I had not paid for my room for the 2 extra days. So I walk back to the hotel with the tour guide, and this same woman says "you didn't pay for your room", I produce the email with the receipt showing I had in fact paid. She then said oh ok. What I wanted to say was where is the apology you owe me?
The standard of treatment given to a paying customers is utterly appalling to say the least. No apology was ever received by this hotel.
I cannot recommend this hotel to anyone.

Absurd action: Painting our room's door frame and along corridor with black paint at 9.00am in the morning!

LitsaEon 17/07/2017 15:32

We stayed here for 3 nights. The hotel is charming and I understand that old buildings need maintenance, however, on the morning of our last day here, we walked out of our room to discover a painter was painting outside our room and our outer door frame with black paint. We were not warned and consequently brushing against the frame meant that I ended up with a long smear of black paint across the back of my white top. We informed the person at the front desk and he said that he would speak to the painter. When we went to pay our bill I informed him that my top had to be thrown out and he offered us a bottle of water!!! A polite apology would have been appreciated. Apart from this unfortunate incident, we enjoyed our stay in this hotel. It's location couldn't be better. The bed was comfortable, roomy and the air-con worked well and was quiet. The town is charming.

This is Not A 4 Star Hotel as Claimed

Betsy Mon 15/07/2017 23:05

Le Grand Hotel is very well located in Bayonne. A 10 minute walk from the train station and at the doorstep of the old town. The facade and lobby are very nice. There is a bar though I didn't use it. The hotel is currently a Mercure property and claims 4 star status, though I didn't find the room to be of this level at all.

The rooms are quite big and the bathrooms modern. What I found lacking included, bulbs out in the bathroom, only one small bar of soda offered and one small bottle of bath soap/shampoo. The carpet was stained and the room just didn't hold up to the grandness of the facade. While we stayed there was painting going on and the smell was quite strong in the hallways, though it did not penetrate the room. I don't think I would be so negative were it not for the claim of 4 stars. As a 3 star, I would say it matched expectations, but not as a 4 star.

Mixed - Service Lovely; Room Spacious; but

Gen Fon 07/06/2017 16:58

Stayed here for one night. I was lucky enough to be able to access my room early - and which was great because it was raining, and kept raining most of the day. Reception staff were very helpful and friendly.

The room was spacious - and comfortable - but could have been cleaned a little better. The difficulty with cleaning may have been partially due to the age of the building and the dated decor.

Overall though, bookings are I enjoyed my stay - the rain stopped on day two. The breakfast was better than I expected.

The location of the hotel was very convenient to all the sights in Bayonne.