Live Hotels Bordeaux Lac

We were extremely disappointed to find out on arrival (listening to a call being made by the receptionist) that we are charged more for booking on booking.com compared to other channels (this was not presented in your policies on booking.com). The receptionist was sympathetic to our situation. The general manager wasn't and refused our request that we be offered some goodwill for overpaying for our stay compared to if we had simply called the hotel that day for the booking. Privately, the receptionist gave us 3 days parking for 3 which was a nice gesture and shows that more junior staff have more empathy than their manager. On the 1st morning we went for breakfast. Initially the waiter insisted on charing our 12 yo daughter full price for breakfast, even though your policies say upto 12 is 50%. Only when a colleague came over did he back down but it made a strange first impression. This colleague then proceeded to insist we sign our names and room numbers on the breakfast tickets - everything was handled in a strangely official way. Only when a colleague came over did he back down. We then discovered that many breakfast items were not available anymore, despite breakfast being available for another 35 mins. I asked the server if we could have these items (as we are paying for it) and was told this wasn't possible as it was too busy. Once again (without asking) the general manager came out to discuss this with me - once again, her immediate approach was to say no and not offer any solution (or explanation). We found her very unsympathetic and not a great representation for Live Hotels. She doesn't understand that travelling as a family in a new city can be overwhelming and sometimes, a good leader/manager needs to show customers (in front of their team) some kindness and empathy - she appears not capable of doing this.

Hotel overall clean and tidy
The reception staff are very helpful. The bar and restaurant staff are absolutely outstanding a big thank you to Fabian Kattic

One of the best hotels in the area. Rooms are clean and the staff are great. If you are looking for a good night stay, this would be a great choice. 👌

Good afternoon

I'm very disappointed with our stay in the hotel. Had the worst experience and very uncomfortable stay I ever had. First of all, When we returned to the hotel at night on august 13th our room was not cleaned and towels were not removed as none was in reception, we can not inform of this until 14th morning. The man who attended us on the 14th morning told us he´ll speak with the clean service to ask to clean our room and bring clean towels. I was informed that our shower was not working well and when we took the shower water was there for a long time and after some hours it was dirty. Also I found the woman cleaning on our floor and I kindly asked her to clean up our room and we left towels in the aisle because we also need clean towels. When we returned on the 14th night after all day for tourists, we found again the same situation, room not clean and not towell. I found one lady in reception and she told me she was sorry and the only thing she could do was give us a couple of towels for that night and also that the hotel would give us economic compensation. On the 15th morning when we did check out, I asked the official document to file a complaint and the woman in the reception told me Hotel don't have any documents to complain about. That was a surprise for us, we think it's mandatory that hotels have this kind of document. She told me that we have to write an email to the hotel manager with our complaint. Also I left my email because she told us that Hotel's manager contacted us.
Still waiting for an answer from your side

Terrible visit. False marketing showing pictures of a swimming pool, but it’s more like a fountain you can dip in, and then leave the area, since there are only 4 chairs.

Breakfast was disappointing. Best thing was the eggs, sadly they ran out of eggs with an hour left of the breakfast.

We have cancelled our stay here and turned to Airbnb. Wouldn’t recommend.

One of the best choices we’ve made in bordeaux. The hotel was extraordinary. The staff in the reception were very kind with us. In our 6 days staying at the hotel we felt like home. Also the swimming pool is a plus. The rooms were clean and organized.

Very well welcomed. The personnel was very kind and it felt cosy. Breakfast was a delight, room was fantastic. Very nice decorations, the bed was very comfortable.
Also not far from Bordeaux's city center, you have to walk a bit to a tram station but it's worth it.
I recommend this hotel 100% !! Great job guys and girls !