BEST WESTERN - CRYSTAL HÔTEL ^{* * * *}

Dear Geoffrey,
Thank you for taking the time to leave a review regarding your recent stay at our property. Please accept our apologies if the experience did not meet your expectations. Customer satisfaction is very important to us and we will use your feedback to improve our services.
However whoah: you seriously needed to release a weight of your conscience by rushing on the internet to write a review less than 2 hours after your arrival. However, Internet users will be able to better judge the "objectivity" of your comments when they'll know the truth that you are careful not to tell them.
You have booked a Deluxe room with king size bed for 2 people. Our Deluxe rooms (all with king size beds) are divided into Deluxe Double (maximum 2 people), Deluxe Triple (with a single sofa bed for a maximum of 3 people) and Deluxe Quadruple (with a double sofa bed for a maximum of 4 people). We also specify on our website that if you book a Deluxe Triple or Quadruple for only 1 or 2 people, you could be assigned a Deluxe Double without a sofa bed. I would also point out that the deluxe rooms are, until now, all sold at the same price for 1 or 2 people, whether they have a sofa bed or not.
When you arrived at 4:15 p.m., we gave you room 434 which is a Deluxe Room with a king-size bed (not a queen-size bed. I know that, I personally installed this bed at the end of the works.). Indeed it is not a Deluxe Triple room as you had reserved. We honestly didn't think that simply not having a sofa bed would put you in such a state...
The room does not suit you ok, we sure can understand that. You went down to the Reception to express your dissatisfaction, we apologize and IMMEDIATELY we changed your room! You stayed less than 10 minutes in the room which did not suit you (I looked at the cctv).
Finally when you came to collect the keys of the new room you behaved very rudely, interrupting the receptionist who was with other guests.
A few advices to conclude:
1/ We are human and we make mistakes. We also correct our mistakes by apologizing. Thank you for learning to recognize it and especially to say so in your reviews.
2/ A mistake we make does not authorize you to behave rudely with our staff and in front of other guests, especially when this mistake is corrected very quickly.
3/ I will soon change the pricing of the Deluxe triple and quadruple rooms so that they are sold more expensive than the Deluxe doubles when booking for 1 or 2 people. So we won't make any more changes but guests will pay more if they want the sofa bed.
4/ You are on vacation: you should relax by going out for a drink or enjoying a massage rather than getting excited on Google.
I'm sure my answer won't improve your feelings about us, but at least internet users will know the truth.
Best regards,

Julien GATINOIS
Manager