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“The No Comfort Suites”

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Comfort Suites Epernay
Ranked #9 of 14 Hotels in Epernay
Reviewed June 5, 2012

Our stay of 2 nights culminated in a total absence of Quality Customer Service when we arrived back for the 2nd night at 6:00 PM and our room had not been serviced. A look behind one of the open doors showed items left by a child of the previous occupant.
Blank looks on the desk staff faces showed a total lack of understanding that we, as the customer had to put up with what we had used yesterday. Perhaps free breakfast would suffice ?
30 minutes later we were supplied with clean towels, tea and coffee, but had to make our own beds. A bottle of champagne with 2 glasses has just turned up. Things are improving.
The hotel has a musty smell in our room and the corridor smells like wet sheep.
I call this the No Comfort Suites.

  • Stayed: June 2012, traveled as a couple
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1  Thank John E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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107 - 113 of 371 reviews

Reviewed May 28, 2012

We went to this hotel as a group and booked 5 rooms. We found out that our experience could range from acceptable to quite poor. Here is why:
1) on the week-end we were there, the hotel was run by one 20-something manager who tried her best, and a gang of students and others who hardly knew what they were doing
2) Although huge, with lots of rooms (these are refurbished military barracks), this hotel is staffed to cope with only small numbers of guests. We went there when the hotel was fully booked, it was a disaster.
This explains our misfortunes, as follows:
Rooms assigned to our group were also given to other people, so some of our friends ended up with people in their room, which is really not appropriate.
Staff was so inexperienced as to not being able to check people out, resulting in queues of grumbling guests
Room service staff also did not realise that a room for two should get two towels... sounds obvious but not to everyone it seems!
Some rooms are not refurbished to any acceptable standard - in normal times OK as these are not given out, but in busy times...

My conclusion: Comfort Suites should really do something to get a grip on this hotel, as Epernay really needs this kind of accommodation for its tourist season. This place could be so nice, but unfortunately is not.

Room Tip: Take a suite, as the smaller rooms really are small and shabby - the suites are quite nice, especial...
See more room tips
  • Stayed: May 2012, traveled with friends
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Thank paddyj70
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 21, 2012

During our champagne tasting tour in France we were also stayed at:

CHAMPAGNE (Epernay) IN 1/5 - UT 4/5 (3 nätter)
Comfort Suites Epernay-Champagne

2, rue Francois Bonal, 51200 Epernay

3 dubbelrum /1695,24 SEK

Totalt 5085,72 SEK BETALT (SL)

Bokn.nr 76574499 (confirm 18340852729-1/2/3 )

Unfortunately, we were robbed and assaulted in our hotel room and associated hotel corridor.

Be aware of that the key system and security is not safe.

Here is our story:

• Room B106 waked up after midnight because of voices outside and they locked the door again (twice).
• My wife waked up when the thief were turning on the room light (B105).
• No break in or violence have been used for opening the door.
• Room B102, B0103, B105 and B106 have for sure been opened.
• Room B103, B105 and B106 was locked from inside twice.
• The thieves have been opened all doors with a keycard. Hotel staff used a reader and found information that the doors have been opened after midnight by unknowns.
• We found out that all rooms were able to open with a keycard even if its was locked twice from inside. This was confirmed with hotel staff.

After the incident and in the morning we talked to the hotel staff and questioned about the hotels security routines.
Hotel staff were 100% aware about the security failures:
• A keycard with access to the hotel available on the thief market
• All doors can be opened even if they are locked twice from inside
Even if the hotel is defined as a low-budget we expected clear activities and actions for guarantee our security, but:
• No changes of the keycards
• No changes for locking the door from inside
• No 24/7 active guards

We were given a bottle of champagne and offered to stay for free or at another floor but no guarantees for a safe stay.
None of us accepted to stay at the hotel and were promised by hotel staff to get another stay for free. This was agreed before noon after my extra visit at hospital and police.

Eventually at about 15.00 CET we understood that hotel staff were doing nothing for getting another hotel.
Local manager Daniel Benetoux refused to talk to us. Finally I just walked in to his office and asked him to take responsibility. Directly he shouted in French to his hotel staff. He didn’t even looked at me. Hotel staff said that Daniel Benetoux can´t speak English but one persone from our group can speak and understand tourist French. This means that Daniel Benetoux didn’t care at all.

Everyone that have been into to a burglary and/or being assaulted understand how the trauma afterwards feels.
Daniel Benetoux didn’t do anything to ease our situation. Daniel Benetoux is a disgrace to the leadership and decent hotel services! It was embarrissing to see how the hotel staff in the reception did their best but completely out of possibilities for doing anything practical.

Finally we called Manuel Villanueva at London office who helped us make a reservation in Reims. Manuel acted with an understanding of our situation, clearly, accurately and with high speed.

Our main point with this letter/claim is that Choice Hotel in Epernay does not live up to normal level of security and there for expose with high potential for thieves acting directly in the hotel rooms. If this security level was informed and known by us in advance, we should NEVER stayed at the hotel.
It would be very critical if turns out that the security failures were known already before our incident!

We have so far recevied one email from local manager Daniel Benetoux saying more or less just than "excuse".

From Choice hotel management in London we have recieved understanding emails but no practical action have occured.

/Johan Bernalt, Sweden - Stockholm

  • Stayed: May 2012, traveled with friends
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6  Thank Johan B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 7, 2012

We returned here for the second time having spent three nights last year. There were four of us again and we had booked two rooms. The hotel had a booking for only one room but sorted that problem quickly and politely. We had booked the cheapest rooms but the hotel was not busy and we were given suites. It is basic but we found it clean and comfortable especially the beds and the hot water supply was excellent. We like it because when travelling in a small group there is room to get together and to cook basic meals etc. Admittedly the cooker in one room did not work. This was not a problem for us as we had two rooms and we did report it when we left. It is on one edge of the town but not so far out of the way and there is a local supermarket etc if one is on a budget and wants to self cater. We will return to Epernay next year and hope to book a Gite but if we couldn't we would not hesitate to return.

  • Stayed: May 2012, traveled with friends
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Thank lizclare1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 2, 2012

This is a clean hotel on the surroundings of epernay, perfect place to explore the area by car. Good price (especially in comparison with some other hotels in the neighbourhood). Really good bed and quite spacious rooms with coffee and tea facilities. It is ment for just sleeping over not as a cosy hotel to stay for a long time.

Room Tip: we got the duplex room, which is a spacious room with a bed, a couch, small kitchenette and large wi...
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  • Stayed: April 2012, traveled with friends
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1  Thank F00dieamsterdam
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed April 10, 2012

I went for a long weekend with my family and we had problems from the beggining.
We had booked 3 double rooms and upon checking, at 2 pm, we were informed that rooms were not ready.
We were asked to wait for 1 hours to get our rooms. Mind we had a visit booked already in a champagne house and we were in a hurry.

People at the reception looked very lost and the lack of communication with the housekeeping was evident. They were giving excuses as " it is an outsorced company, we cant do nothing..." etc etc.
After arguiyng a bit we finally got our rooms.
Rooms are not so comfy, they were very very basic. There was a small kitchen with not even one glass.

As a executive housekeeper myself I could not help checking under the bed, the corners, etc... What a catastrophe: under the bed there was nothing but dust.

On the other 2 rooms there was no TV! NO TV!
Not that this is a major issue once you dont go to that wonderful region in France to be in front of TV. But for God sake this is a hotel!

Breakfast was ok, it was cheap but very crowded.

In the end we got a reduction in our rate, but I doubt I will go back to this hotel.




I

  • Stayed: April 2012, traveled with family
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1  Thank LeticiaSD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 18, 2012

We booked this hotel as a stopover for the trip to Champagne. It's located quite far from everything. We had a car, so there was no any problem for us. But if we didn't that would be a problem. The room is quite spasious, however, decorated with very cheap materials. I don't mind that for the 45 eur per night we paid, but the regular price for such a room was 90 EUR and that would definetely be not worth that. Nobody met us at reception (we arrived at 10 pm), there was just an envelope left with the key. In general, the hotel looks like a student residence, but it was ok for one night.

  • Stayed: March 2012, traveled as a couple
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Thank Alevtyna
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Comfort Suites Epernay

Address: 2 rue Francois Bonal, 51200, Epernay, France (Formerly Les Demeures Champenoises)
Location: France > Grand Est > Marne > Epernay
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Room Service Suites Wheelchair access
Hotel Style:
Ranked #9 of 14 Hotels in Epernay
Price Range: $61 - $122 (Based on Average Rates for a Standard Room)
Hotel Class:2.5 star — Comfort Suites Epernay 2.5*
Number of rooms: 67
Official Description (provided by the hotel):
Situated in former military buildings of Epernay's cavalry built in 1893, you will enjoy a splendid view over the hillsides. The Comfort Suites Les Demeures Champenoises welcomes you for leisure and business stays. ... more   less 
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Also Known As:
Comfort Suites Epernay France - Champagne-Ardenne

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