The Originals Boutique, Hotel Normandie, Auxerre

Our recent stay at this hotel was unfortunately one of the most frustrating and disappointing experiences we’ve had in all our years of travel. We booked a family room with two large beds well in advance, expecting it to comfortably accommodate our group. However, upon arrival, we discovered that the hotel had given us a much smaller room with a children's bed, which did not match what we had paid for. When we brought this to their attention, we were informed that they had reassigned our reserved family room to make space for a larger group who had booked after us. While they acknowledged the mistake, they claimed no other rooms were available and offered no apology, no compensation, and no real willingness to make the situation right.
The next day, they offered us a different room, but when we inquired in the morning, the staff’s response was shockingly rude. One staff member dismissively remarked, “You are with three individuals, so what is the problem?” We reiterated that the issue was not receiving the room we had paid for, but once again, there was no apology or acknowledgment of fault. We asked before leaving the hotel what steps we had to take in order to have the room we paid for and they said we could come back later in the afternoon to change rooms. No further steps were required at the time, according to the staff.
Later that day, while we were out at the Chablis marathon, the hotel called, demanding that we vacate our current room by 11u. if we wanted the new room — an unreasonable request given our marathon schedule. When we explained this, the staff simply said, “Okay, then no new room for you.” Upon returning to the hotel around 14u, we checked again but were told it was “too late” and that we’d lost our chance to switch rooms.
Throughout our stay, the hotel’s approach was consistently disrespectful and unprofessional. Not only were we denied the room we paid for, but we were also met with impolite and dismissive responses from multiple staff members. Despite their clear mishandling of the situation, not once did anyone offer an apology or make any genuine effort to rectify the problem. We do not seek compensation; we simply want to warn potential guests about the lack of professionalism and customer care at this establishment. If you’re considering staying here, be prepared for the possibility of similar treatment and a lack of accountability from the staff.

We had reserved three rooms at this property for a family comprising four females and three males, including a minor boy. We called the property to confirm and informed them of our late-night arrival. However, upon reaching the property, we were informed that only one room was available. They mentioned attempting to contact us for confirmation, but due to an error in the phone number saved, they couldn't reach us. Consequently, they sold the two remaining rooms. We arrived at the property around 1:30 am, finding accommodations for only four people. Regrettably, the others had to spend the night in the car, as it was too late to find alternative lodging. This experience was disappointing and inconvenient.