Ibis Pau Lescar

Was originally booked at the sister hotel, the Novotel. They contacted me on the day of arrival to say their aircon was broken and they had no fans. These things happen. We understand that. They out booked us to the ibis. There was no gesture of goodwill, not even the offer of complimentary breakfast. An ibis next to a car dealership is not the same as a Novotel with a swimming pool and views of the park. We gave them 3 opportunities to make a gesture of goodwill but they refused saying they had internal politics. Not impressed at all. We asked for the Accor customer service email address but they just ignored us / pretended not to understand.

I made a confirmed booking for this Ibis back in December 2023. I middle of March, they wrote to me that they were full and would not honor my booking, even being for the moment Accor All Gold. They only proposed to downgrade me to an Ibis Budget with zero compensation. Part of the room was already paid using points. I raise the issue that they should find me an alternative in a equivalent or better hotel. They offered me another Ibis, but how ridiculous is this, they wanted me to pay the difference! Tons of email exchange. Management is clearly dishonest and of bad faith! They tried to claim a Black out date! But I had a confirmed booking...and they took over two month and half to reach to me. Avoid this place if you can! Accor should not allow this kind of one sided dishonest behavior from a property.

When we checked in, we were not informed that the air conditioning was broken. This condition is not acceptable for the price of this hotel. Directly under the roof it was impossible to sleep at 33 degrees celsius. Opening the window was not an option because of the noisy traffic. Neither we nor the other guests, who also complained right after check-in, were offered goodwill. The condition of the rooms is very basic and not up to IBIS standards. Only the breakfast and the friendliness of the staff were good.