Nemea Appart Hotel Les Hauts De Milady Biarritz

room was very dirty, the floor had so much dirt and crumbs on it you couldn’t walk barefoot on it without making your feet all dirty, the bathroom had mould in the shower. only given 2 bath towels, when asked if more would be provided or if any towels are provided they said no. so when we took our bath towels to the pool (before we had a chance to go buy proper beach towels) we got told that we wouldn’t have other towels for the rest of the stay if we took the bath towels to the pool. there was no housekeeping. not even to change out towels or sweep the floor. every corner of the room we looked in was just dirty and had clumps of dust and hair. the sheets had weird black stains on them. the receptionist at first gave us the wrong room so we switched it, when switching it the receptionists were very dismissive and like they didn’t care about our needs at all. our „ocean view” room was just a view onto some trees and a tall building. the receptionists also swore in front of us in french thinking we didn’t understand them. when checking out, you do most of the cleaning so that the housekeeping doesn’t have any of it to do. you take the sheets off the bed, all the used towels and throw them in the shower. you take ALL your rubbish down to the big bins. i just expected more from a 4* hotel. this is more like a 2*. not to mention, the reception was closed for most of the day and after 8pm. no way of communication with the receptionists during those times..

To begin with we arrived at the hotel at 13:30 being greeted by a completely empty lobby and reception. There were no place to leave our bags meaning we had to sit in the lobby till the very late check-in time at 16:00. At 15:00 the reception opened and we took a place in the queue to hopefully be able to check-in, as expected our room was not ready and we had to wait even longer. Some of those in line had their room ready but it was not a big deal. When the clock turned 16:00 after an another hour of waiting we tried again. Yet again our room was not ready and they told us to wait for 30-40 minutes. It being 5 minutes would’ve been acceptable but 40 is certainly not. What they did do was to offer us a late checkout for the trouble, a kind gesture. One thing I noticed while waiting was that the staff in the reception were mocking customers, both those who were standing in front of them but also previous customers they’ve had. It doesn’t matter if the customer is aware of it or not, you should never mock and/or make fun of customers especially if you’re working with hospitality. When we finally got to the room it was pretty spacious and sloppily cleaned. The walls had some wear and tear pretty much everywhere. Some areas for example between a cabinet and a wall had never been cleaned. One of the beds was very dirty having stains of sweat and dirt. Another thing worth noticing is that one of the pillows had never been washed before, it reeked of such a strong and disgusting smell of sweat which made it unusable. The beds were not made and we had to make them ourselves which was pretty weird considering we had to wait for so long. The staff never acknowledged you when walking through the corridors, they just looked at you up and down almost as if you were in their way, we never got a “Hello” or “Good morning”, and when we checked out we didn’t even get a “Thank you” or “We hope you enjoyed your stay”. I am aware that they’re running a “different concept” but it’s clearly a worse concept than the ones I’ve been to. They lack in service, hygiene and politeness making it one of the worse stays I’ve made at any hotel, I would rather stay at the Ibis further down the road. They certainly do not deserve their four stars.

We booked through Booking.com, which stated that check-in was at 4:00 p.m. We arrived at 3:30 p.m. and were told to come back to reception at 5:00 p.m. At 5:00, the staff still had no idea when the room would be ready, and we finally got it at 6:05 p.m., more than two hours late. The apartment was poorly stocked: the shower gel dispenser was empty, and there was only one and a half rolls of toilet paper for four people. The common area bathrooms also repeatedly ran out of toilet paper. Breakfast was supposed to start at 7:30 a.m., but at 8:10 a.m. it was still closed (your could not even enter to wait sitting down). Reception said they were running late, even though there was a guy eating inside. When it finally opened, breakfast was still not fully set up (more than an hour delay). We were also disturbed by a group of teenagers shouting, banging on the walls, and making excessive noise around 3:00 a.m. There was no intervention from the hotel, and we eventually had to ask them ourselves to stop. As compensation, they offered us a late check-out until noon, but then knocked on our door at 10:45 a.m. telling us to leave, and another employee claimed the late check-out was only until 11:00 a.m. The staff clearly didn't communicate with each other. Overall, the hotel was very disorganized, with poor communication and disappointing service. I would not stay here again. —— Regarding the answer given by the accommodation to this review: In both the paper with instructions we were given at check in, and in the sign outside the door of the breakfast room, it was clearly stated that on fridays it opened at 07:30. We doubled checked… since we could not understand what was happening. And the girl on reception confirmed that they were late.

Do not live here. No aircon and renting to people with pets. They refer to that they did not put it out but it should say that they do not offer it so people know. A room that has 29 degrees inside and to put an pet there is likely to kill it. A disaster for our stay and no money back. Asked to write emails and destroy more of our vacation time. Already ruined our stay in Biaritz. Should rather sleep in my car then there. When I called the receptionist thouht I was the one complaining on bugs. That tells it all. Stay somewhere ells.