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“Poor and tired place.”
Review of Aquabella Hotel

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Aquabella Hotel
Ranked #15 of 69 Hotels in Aix-en-Provence
Reviewed 27 September 2017

Do not stay there, it's the worth value for money ever. Except the swimming pool (but don't expect any service), nothing is at 4 stars level there : rooms are small and tired (ibis does better), lobby is cheesy and looks like a poor motel 6, staff is unprofessional and rude, there is no service (forget to get someone taking care of your lugguage), restaurant is always full and service is poor (you can wait hours for everything), amenities and toiletries are cheap, bedding is tired and not confortable, windows are small. It's more a rabbit cage than a 4 stars hotels. Stay away and save money. This hotel has a poor reputation in town and thanks to corporate events they have guests, but if you pay with you own money it's the worst deal ever. Disappointed and very close from a scam.

Room Tip: Rooms are rabbit cages, ibis does better
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  • Stayed: September 2017, travelled as a couple
    • Value
    • Location
    • Service
3  Thank Bubbles_please
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gana G, Responsable relations clients at Aquabella Hotel, responded to this reviewResponded 6 October 2017

HOTELAQUABELLA, Guest Relations Manager de Aquabella Hotel, a répondu à cet avis, 29 sept. 2017
Dear Guests,

Your feedback has caught all our attention, the content does not certainly correspond to the level of service and quality guests are accustomed to in our hotel.

We are deeply sorry to notice clearly that our hotel did not correspond to your your expectations, among all we have as amenities, nothing in our hotel gave you satisfaction!

Of course this is your point of view and we are always open to discuss and find solutions during your stay, nevertheless we do not share your exaggerated tone.

As usual, we will pay much more attention to our staff attitude, even if we know them helpful and very involved in service.

As for the restaurant, it is paradoxical that "it is always full while service is poor".

Thanks again for your stay.

Best Regards

Gana GUEYE
Quality Service

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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5 - 9 of 1,154 reviews

Reviewed 21 September 2017

We stayed here for 2 nights. We arrived before check in and were given gowns and flip flops to go to the Spa while we waited on our room. The Spa was a really nice way to start the holiday. The room was really nice and the staff were very friendly. The outdoor pool was really nice, a little cold but nice with the old roman architecture beside it. Highly recommend.

  • Stayed: September 2017, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
Thank Stephen W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gana G, Responsable relations clients at Aquabella Hotel, responded to this reviewResponded 1 October 2017
Google Translation

Chers Clients,

Nous vous remercions de votre retour agréable suite à votre récent séjour.

Dans l'attente du plaisir de vous servir lors d'un prochain séjour, veuillez recevoir, Chers Clients, l'assurance de tous nos meilleurs soins.

Bien Cordialement

Gana GUEYE
Responsable Qualité

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 September 2017

This hotel is in very bad conditions, nothing fancy at all and the rooms are really cheesy and look like a motel or ibis hotel.
Bed is not confortable at all and small... Housekeeping is average and for the price they charge it's just not acceptable.
Lobby looks like a one star hotel lobby and staff is just rude and totally not professional. Those people should not work in hospitality because they really fail.
Overall it's a crappy place with poor rooms, poor lobby and poor service.
PS : don't expect any help with your luggage ("we are a 4 stars hotels, we are not obliged to provide such service"). This place is a shame for french hospitality.
Very poor value for money.

  • Stayed: September 2017, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
4  Thank Love T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HOTELAQUABELLA, Guest Relations Manager at Aquabella Hotel, responded to this reviewResponded 22 September 2017

Dear Guests,

Following to your feedback above, i want to be in touch with you.

I do not have any doubt that you intend to make us better manage situations.

Our aim is to gather much more information and better react on purpose.

Since you did not sign under your name i cannot react properly and follow the matter as required.

I am available at any time to call you back and discuss with you as soon as i get your contact.

Best Regards

Gana GUEYE
Quality Service Manager.

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Reviewed 15 September 2017

Just had a lovely weeks stay at the aquabella our room was a little tired but was kept clean, the reception staff were always pleasant. The breakfast was excellent and we were to have two evening meals, the first meal we had on the Wednesday was excellent and the service was good, but we went in on the Sunday evening and sat for 25minutes before anybody came to us, and that was after I went to speak. to someone, the whole meal after that was slow we were in the restaurant 1hr. 45 mins. Our waitress said it was because there was no manager on. It spoilt the last day of our holiday.

Room Tip: Facing the pool
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  • Stayed: September 2017, travelled as a couple
    • Value
    • Sleep Quality
    • Service
4  Thank anniej70
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gana G, Responsable relations clients at Aquabella Hotel, responded to this reviewResponded 3 October 2017

Dear Guests,

Many thanks for your very interesting and helpful feedback.

Even though we are glad for your appreciations on the first part of your comment, we are deeply sorry for the inconvenience you faced during your last dinner, not acceptable.

Be assured that we will pay much more attention on the quality of service and maintain the level and quality guests are accustomed to in our hotel.

We hope we will get the opportunity to receive you anew in Aquabella and make you better appreciate your stay.

Best Regards

Gana GUEYE
Quality Service

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 September 2017

We stayed in April this year, I am a bit late in the review. After a James Bond style taxi ride from the railway station (that added to the fun!) we were delivered to a very welcoming hotel. The reception staff were so helpful and informative, they were all wonderful. The following day my husband needed a doctor and they swiftly and easily organised a visit for us, it was all so easy. Our rooms were clean, spacious (for an old French building) and decorated in welcoming cream & lilac tones. A separate loo was a bonus! The hotel location is fantastic. Very close to the huge square which is home to dozens of little restaurants. Right on the edge of the fascinating old town area, we were able to walk everywhere. We didn't eat dinner at the restaurant, but the breakfasts we had were plentiful and lots of variety of foods. The small bar had the best barman and we gratefully sat here, talking over the day's activities. There were some minor refurbishments being done in the main bar/ reception areas, I would gather these have now been completed. I would stay here again easily and happily.

  • Stayed: April 2017, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Thank CrispnCrunch
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gana G, Responsable relations clients at Aquabella Hotel, responded to this reviewResponded 4 October 2017

Dear Guests,

We are very happy to read your nice feedback, many thanks for your the time you took to share your experience.

We look forward receiving you for another stay in our hotel.

Best Regards

Gana GUEYE
Quality Service

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Aquabella Hotel

Address: 2 rue des Etuves, 13100, Aix-en-Provence, France
Phone Number:
Region: France > Provence-Alpes-Cote d'Azur > Bouches-du-Rhone > Aix-en-Provence
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Swimming Pool Wheelchair access
Hotel Style:
#6 Spa Hotel in Aix-en-Provence
#8 Romantic Hotel in Aix-en-Provence
#10 Luxury Hotel in Aix-en-Provence
Price Range: RM533 - RM841 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Aquabella Hotel 4*
Number of rooms: 108
Official Description (provided by the hotel):
Situated in the heart of Aix en Provence, surrounded by a magnificent Mediterranean garden, you will find the Aquabella Hotel. With 108 comfortable rooms. Our charming hotel, open 24/7 all year round, promises you a unique stay where everything is done with you in mind... Let go and emerge yourself in the serene, contemporary surroundings, taking advantage of the Sensory Spa and heated outdoor pool (open from May to September, weather-dependent). ... more   less 
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Also Known As:
Aquabella Hotel Aix En Provence
Aquabella Aix En Provence

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