COMFORT HOTEL CERGY PONTOISE

Madam, sir, I am writing to you today with great disappointment following our two stays in your establishment. During our first visit, we encountered several important problems in the room (absence of heating, defective shower and lack of hygiene). Despite this, we appreciated your commercial gesture and decided to trust you again by returning a few weeks later with our family. Unfortunately, this second experience has been even more difficult because of the particularly problematic behavior of a member of your staff. During breakfast, my husband took 6 small madeleines for our family, a perfectly reasonable amount (2 per person). I was not present at the time because I have type 2 diabetes and too tired to go down immediately. My husband is also disabled, and we have a small child, which makes our organization more complex. Some of these madeleines were intended to be shared with our young child. The receptionist then insisted and inappropriately objected to my husband taking these madeleines away, repeatedly saying “no” in a firm tone, without leaving room for an exchange or seeking to understand the situation. My husband found himself in a blocked situation, the receptionist physically obstructing the passage and refusing any discussion, adopting a closed and unlistening attitude. Despite calm and legitimate explanations, no consideration was given. Moreover, when my husband asked about the identity of this employee, he behaved ambiguously, initially refusing to disclose his information clearly and then providing only part of it, voluntarily complicating any claim. The most shocking point, however, remains: When I finally got off, the same receptionist totally changed his attitude, adopting a cordial tone, and denied the facts by claiming never to have said such things, implying that my husband was lying. This situation was experienced as deeply humiliating and unfair. We are a family with real constraints (disability, medical pathology, young child), and we simply expected a minimum of respect, listening and adaptation. Instead, we were confronted with a rigid, unpleasant and inconsistent attitude, totally incompatible with the standards expected in an establishment of your category. In view of the seriousness of the facts, I would ask you: - formally acknowledge the situation -to apologize sincerely - take the necessary measures concerning the behaviour of this staff member - and propose a commercial gesture commensurate with the damage suffered We sincerely hope that this situation will be taken with the seriousness it deserves, in order to prevent it from happening again with other customers. Waiting for your return,

We stayed in room 110 which was totally inappropriate and not in conformity with the one booked one week in advance. Our claim to management generated no reply nor comments. Customer satisfaction is definitely not in focus at this hotel. Good people at reception did not help spending a decent night

Amazing stay. Courteous and helpful service. Very comfortable bed. Spacious renovated room on the 4th floor. Shower was amazing and the water pressure was great The bed was comfortable just like being home Breakfast was good. Variety of restaurants walking distance. The hotel is secure. Parking on site also secured at night Highly recommend