Our stay at Mövenpick Hotel Lalez was…
Our stay at Mövenpick Hotel Lalez was one of the most disappointing hotel experiences we have ever had.
From the moment we entered our room, there was a serious ant infestation. The ants were not limited to one area—they were everywhere. We found them crawling across the floor, inside our beds, inside our suitcases, on our belongings, in our baby's clothes, and even in our daughter's food. As parents travelling with a young child, this was extremely distressing and completely unacceptable.
Instead of enjoying our holiday, we spent our time constantly checking our belongings, shaking out clothes, inspecting the bed before sleeping, and making sure our daughter wasn't exposed to insects around her food.
While the infestation itself was unacceptable, what made the experience even worse was the hotel's handling of the situation afterwards.
We were promised a refund, but despite countless follow-up emails and phone calls, the refund was not processed as agreed. Communication gradually stopped, our emails went unanswered, and it became almost impossible to speak with management. When calling from a different number, the hotel answered the phone but still refused to transfer us to anyone who could resolve the matter.
I also contacted Accor Customer Care, expecting a global hotel brand to stand behind its customers. Unfortunately, the support was equally disappointing, and resolving the issue became a long and frustrating process.
Problems can happen at any hotel. What defines a great hotel is how it responds when things go wrong. Sadly, Mövenpick Hotel Lalez and Accor failed at every stage—from the hygiene standards during our stay to the customer service afterwards.
I cannot recommend this hotel based on our experience.
