Holiday Inn Express Marseille

Extremely disappointing stay. We paid €535 for three nights in this hotel, particularly to benefit from an air-conditioned room during the heatwave in Marseille. However, we spent our entire stay without air conditioning, with temperatures reaching 28°C in the room. As a result: three nearly sleepless nights and a ruined stay. The most shocking part is that the hotel was fully aware of the problem before our arrival. We later learned that the breakdown affected the entire first floor since the day before and that it was noted in our file. Despite this, no one informed us during check-in. We would have appreciated being informed so that we could make an informed decision about whether to keep our reservation. In light of this situation, the establishment offered us no suitable solution. No fan was spontaneously offered to us. We had to request one ourselves. They eventually brought us a so-called "air cooler" that turned out to be a device blowing hot air, making the room even more uncomfortable. As the only commercial gesture during the stay, we received a breakfast and a bottle of water. An appreciated gesture but completely insufficient given the harm suffered. At check-out, a staff member indicated that he would support our request for a refund for two nights out of three. We then submitted a written complaint to the hotel. A week later, no response, no acknowledgment of receipt, no follow-up. Total silence. We were finally informed by Booking that no agreement had been reached with the establishment and that only the platform was offering us a goodwill gesture of €90. It is not Booking's responsibility to bear the consequences of a problem for which the hotel is accountable. Beyond the air conditioning failure, it is primarily the lack of transparency, the absence of suitable solutions, and the displayed contempt towards our complaint that leave us with a very bitter taste. We are still awaiting a refund for 2 nights out of 3, and we sincerely hope to achieve a favorable outcome. In short, we do NOT recommend this establishment AT ALL!

Total failure of the air conditioning, lack of hot water for half of the stay, television missing a large part of the TNT channels, especially the news channels

Every time I get off at MARSEILLE I stop at this hotel at the foot of the station and I am not disappointed. Clean, renovated, comfortable.