The Originals Access, Hôtel Bordeaux Lac in Bordeaux

The stay was not bad overall but one single event ruined it all. We booked 1 night on booking.com . All good, we checked in and then we went out to visit the city. When we came back to the hotel the digital key was simply not opening the door, it wasn't working! In the hallway there was another French guy having the same issue. The reception wouldn't answer because they close pretty early. We've found an emergency number at the entrance, we've called at that number and some lady came and gave us a new key, I don't know who that person was or what happened to my previous key and why it stopped working, this is really fishy. All this happened close to midnight.

Now, when we got back in we started looking around the room to see if everything is ok and then we realized that there was missing one item, my clothes iron that we had left in the bathroom since we used it right before we left. Luckily it was just that and nothing else.

The hotel claims that they investigated the situation and the surveillance cameras and saw nothing suspicious. That's 100% lies. Then, how the hell did the iron vanish? Did it just disappear?

Anyway, the hotel kindly refunded the stay and I thank them for that. But again, please do not lie about the situation, someone DID enter my room behind my back although we had a DO NOT DISTURB sign hanged at the door. The whole situation is fishy and disturbing.

Scammed for 50 EUR after leaving the hotel.
This is absolutely unacceptable.

The hotel charged 50 EUR for allegedly burning a blanket with a cigarette — a day after we checked out. We are a non-smoking, non-alcoholic couple, and this claim is 100% false. It’s shocking and infuriating that money was deducted without any proof or our consent.

This was our first experience being charged fraudulently by a hotel, and it’s disgraceful. I immediately contacted the provided number. The person who answered told me the charge was from Booking.com and not directly from the hotel. So who's responsible? This kind of disorganized, blame-passing behavior is unacceptable and reflects horribly on both parties.

Now I’m told the investigation will only start after 4 days because of their “current workload”? This is outrageous. A false claim, money deducted without permission, and now I must wait days for someone to even look into it.

Update After the Owners Reply,

Dear Ms. Kwiatkowski,
Thank you for your reply to google review. You can find the screenshot of the mail. I will address the fairness and consistency of this decision.
1. When I first received the message from your hotel, the reason for the charge was specifically a burnt blanket Now, the reason has changed to a different issue: going behind the breakfast buffet. (We took two plats). This raises concerns about the accuracy and fairness of the claim. (Check the mails)
2. Before this happened, I asked the receptionist if it would be okay to take two plates from the buffet, as we were tired and came down late. She said, it was fine to take them when we came down for dinner. The next morning (10/05/2025), we informed the staff about this again, and there was no problem at that time. Everything was accepted during our stay.
3. Issue Raised Only After Check-Out
During our stay, no one informed us that our actions were unacceptable. We check-out around 10h (10/05/25) and received official invoice for the stay at 19h57 at the same day. The following day, we received the mail for this charge, why is it not included in official invoice?
From that to 14/05/2025 the reason changed from "damage" to "behavior." This gives the impression that a reason was found after the fact to justify the charge.

• We came to your hotel to relax on our vacation, not to deal with problems after we left.
• The lack of clear and consistent communication during the stay, and the sudden charge afterward, causes us stress and disappointment.
• As guests, we believe transparency and fairness are very important.

A dead end: only a lake, nothing else around. Not even grocery. No public transportation nearby. Very rough road surface.

No free coffee or tea. Machine only accepts cash.

Check in at 17:00, no access to toilet.

Rude Female reception: no greeting, no thank you, no goodbye.

The bed sheet was dirty cuz seems nobody changed it. When I reported to the female reception; she didn't say a word, not even sorry, totally lack of remorse. Later i asked for 1 cup of coffee and I had no cash, but she told me to pay by credit card. Of course I was given a room that nobody else would accept. This hotel should be 1 star instead of 2 star hotel.

Double reservation by mistake got paid anyway
By telephone very aggressive