LA ZOOLOGIE

We so enjoyed our time in Bordeaux, and we highly recommend Hotel Zoologie. Upon arriving we were greeted warmly and check in was very efficient. Our room was available and our bags were taken right up for us, as we were invited to relax as long as we wished with our welcome drink. Throughout our stay we were always greeted as we came and went, and everyone was so accommodating and offering to help with anything we might need. We did enjoy dinner one evening in the hotel and it was amazing, we highly recommend, the food, ambiance and service were all excellent. Thank you for a great 1st visit to Bordeaux.

Exceptionnel, parfait.

Architektonisches Highlight aus Altbau mit modernem Zimmeranbau. Sehr gute Atmosphäre mit wunderschön bepflanztem Innenhof. Gutes Restaurant , freundliches Personal.

We had a nice stay here until the air conditioning broke in our room. From there, the hotel didn't want to do anything about it. They failed to contact me when promised, and do not want to do anything to make amends. If you have a stay when nothing goes wrong, then you should okay, but if something does happen then you cannot rely on them.

EDIT: in response to the hotel's reply on here, I'm copying/pasting the most recent exchange with the desk manager so others can make their own mind up. You can see that they have edited their response on here to try and hide their lies. Their offer for an upgraded stay only came once I had told them we had no intention of visiting Bordeaux any time soon, so was an empty gesture.
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Dear XXXXXXX

Thank you for your email.

Much of what you say below is simply not true - nothing was offered until we asked for it. Your head of food and beverage was initially too busy with his own food and beverage to speak to us, (despite sitting metres away) and had to be dragged out. You did not take the initiative to call - we asked for it. You then didn’t call when promised. Your follow-up call missed me because you did not call me back in an hour as we agreed.

To be honest, I had given up on this complaint and was ready to forget it. It was simply a bad experience in a poorly run hotel. But I find your email, as the youth would say, gaslighting.

If the hotel wishes to apologise to me and my partner, then I suggest the following; send us some flowers and a nice bottle of champagne with a simple note to say ’sorry’. Please do run this past your management or the owners of the hotel - I can’t think of much else that could be easier or possible. Our address is:
[ADDRESS]
I have left a short review on Google Maps, but will be happy to update it with a copy of these emails (names and addresses removed).

XXXXX
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Dear Monsieur XXXXX,

Further to our recent exchange, I would like to take a moment to confirm that your comments and concerns have been received with the utmost attention.
We fully acknowledge that your experience during your stay did not meet the level of comfort and satisfaction to which we are deeply committed.

A technical incident, unforeseen and regrettable, did indeed occur during your time with us.
While the circumstances in which it was brought to our attention limited the possibilities for immediate resolution, our team endeavored to respond swiftly and with sincere intent to ease the situation.

As such, breakfasts were offered with our compliments, and our Head of Food & Beverage took the time to meet with you personally to discuss the matter in a direct and attentive manner.
In addition, I proposed a future stay under enhanced conditions, including a complimentary double room upgrade, breakfasts, and welcome drinks, as a gesture of goodwill and with the intention of restoring, as far as possible, a sense of comfort and confidence.

I also took the initiative to contact you personally by phone in order to present the solutions we had carefully considered.
As these initial proposals did not fully meet your expectations, and further to your request, I placed a second call as soon as I was able, taking into account the operational demands of the hotel at that time.
Unfortunately, the call was unsuccessful, and I therefore left a voicemail in order to ensure you were kept informed without further delay.

Your feedback has not only been heard, but it has led to concrete action: the technical issue encountered has since been fully resolved, and the necessary corrective measures have been implemented to prevent its recurrence.

These efforts reflect the care and consideration with which we treat all feedback entrusted to us, and our ongoing commitment to responding with professionalism and integrity when an unexpected situation arises.

Kind regards,

La ubicación ,me pareció muy alejada,de todo el centro y la movida