Hôtel Le Cousture in Toulouse

Room facilities were not 3-star standard (lightbulbs flickering or not turning on, aircon not functioning properly, shower head was loose and would not stay in its place, a tile behind the toilet was removed and water was leaking on the bathroom floor)... The restaurant next door made the room smell terrible and the room soundproofing was also poor. Breakfast was miserable - a bakery offers better alternatives at half the price. However, what was most appalling was the attitude of one receptionist which negatively affected our last day.

Our family of 3 had a late flight and so we checked out early, left our bags at reception and spent the day in the city. When we went back to the hotel at 7PM to charge our phones and book an airport taxi, the receptionist acted like we were loitering although we had told her that we would soon be getting a taxi (which arrived at 7:30PM). Our understanding is that hotel lobbies are there to be used to wait for taxis and converse with one another, but she was clearly not of the same opinion.

Despite being out of her way and eyesight, she behaved as though we were bothering her by being there. There was nobody else in the reception area and so we were not disturbing anyone, yet she felt the need to come up to us to ask us what time we had checked out, following which she looked at her watch and made a tutting sound.

She turned down our request to use a bathroom as somehow this hotel only has bathrooms in its rooms and none in the reception area. When we asked if we can use the hotel restaurant's bathroom, she discouraged us from doing so by telling us that we had to pay for drinks (as if we had not just checked out and paid for our hotel stay!) The best part of this interaction was that she held a mocking smile throughout much of the conversation, showing her lack of empathy which is odd given that she holds a receptionist role in the hospitality industry. As a person who has worked in various hotels and roles (including hers!), this encounter was baffling to me.

To make matters worse, we left a review sharing our experience and the hotel responded by lying about the entire incident. We've never experienced this kind of behaviour towards guests, but it truly shows what kind of customer service they offer and how much they value their guests.

Bad attitude from the woman at the reception.Hardly speaks english.Showed us clearlyy that she was not happy for us waiting at the lobby-a lobby without bathroom and safe place for luggage. We were the only ones waiting there so dont know what was her problem with us waiting.We travel a lot and this was the first time that we had such nuisance .

- central location
- expect noise during the night since the hotel is located at a busy street
- room was quite small and walls are not insulated against noise
- No safe in the room to store valuables coupled with VERY relaxed security made me feel unsafe
- there is a strange concept of leaving the room keys (they don’t operate with cards) at the reception when you leave the hotel for “security reasons”. Expect to wait a couple of minutes When you want to retrieve the keys, because the lady likes to take her time when the hotel guest is clearly in a rush.
- staff was absolutely undelightful. Every conversation I had with the receptionist, I only encountered rude responses.
- “I don’t understand you” when I tried to speak the local language + “are you french” in a demeaning tone
- “we are not thieves” when I asked if it was necessary to leave the keys at the reception
- “you’re not a guest” when I asked if I can use the toilets after the checkout
- there is NO room to store the luggage before and after the stay
-> when we picked up our luggage the lovely receptionist didn’t even bother to check if these were our belongings
-overall would NOT recommend this hotel

The worst hotel experience I have ever had. The room felt cramped. The beds were so uncomfortable along with the thin lumpy pillows, I was hardly able to sleep. The noise from the street outside kept me awake I could hear every car and motorcycle passing, like I was camped outside of a freeway. No coffee in the rooms and no washcloths. We had to haul all of our luggage down the stairs from one of the top floors because the elevator was out of commission. Some of the staff had a bad attitude to top it all off. I thought it was going to be a lot nicer considering what I paid, horrible value for the price. Save your money and stay elsewhere!