LE MARMOTEL ^{* * *}

Tout était très bien. Très bon accueil.|Le dîner et le petit-déjeuner étaient très bien. Chambres très bien, très propre. Seul bémol, odeur d'égoût en fin de matinée.

Arrivée à 2 h du matin à la sortie des urgences du CHU. On a pris grand soin de nous. Merci.

We recently stayed at The Originals Boutique, Hôtel Le Marmotel, Clermont-Ferrand under extremely stressful and emotional circumstances. We had to make a last-minute trip after my husband’s mother was rushed to the nearby hospital. This was the only hotel within walking distance, so we booked out of necessity. What followed was the single worst hotel experience we have ever had.||Upon arrival on Saturday morning, after driving all night, we were given a key card and went upstairs—only to discover that the room was already occupied. Yes, someone was asleep in the bed when we opened the door. We were horrified and went back to the front desk.||The second room they gave us was far too small and facing the busy traffic, not the garden side as booked. We were beyond exhausted and told them this wasn’t correct. Finally, we were given a room that matched the size we had paid for—on the so-called “garden side,” which was in reality just a parking lot.||The following day, my sister-in-law and 8-year-old nephew arrived from Berlin, and I had booked them a room online in advance, requesting an early check-in. When we all went to the front desk to check them in, the staff told us the room would not be ready until 4pm—which was very upsetting but fine since my nephew could temporarily hang out in my room. But then, shockingly, the desk agent told my husband and me we had to check out immediately.||We were stunned. We had extended our stay the day before, in person, with the front desk. But she insisted that we were only booked for Friday and Saturday. I explained that we hadn’t even been in France on Friday—we were in Stuttgart, and I had our hotel reservation from Stuttgart to prove it. The hotel had clearly booked the wrong dates and now expected us to vacate the room, saying a group was coming and they were full.||This situation was deeply distressing. My husband and his sister needed to visit their critically ill mother in the hospital. Our nephew had nowhere to rest or relax. The lobby was filthy and uncomfortable. When my sister-in-law tried to grab a croissant from the breakfast area, she was met with hostility—a woman slapped her hand and barked that breakfast was only served from 7:30–10:30.||We had no room for over five hours. I took my nephew to a nearby hotel to sit and have lunch while we waited. Eventually, we were allowed back to check in again. My nephew’s room (a wheelchair-accessible room) was moderately clean, which felt like a relief at this point.||But our new room was a disaster—tiny, filthy, much smaller than what we had already paid for, and hadn’t been updated in over a decade. It was unsanitary and unfit for guests. When I tried to explain this, the desk agent told me there was nothing else available. I said my husband insisted on a refund, as we had been left without a room for five hours and then given a downgrade. She told me to return later when her colleague was in. I've attached photos from this room. ||When I came back later that evening, her colleague told me she could not give a refund—only a partial refund for the difference in room price. I explained this was completely unacceptable: we had paid for two nights but only had access to a room for a fraction of that time, and it wasn’t the room we booked.||After outlining the entire situation—using a translator app, since she barely spoke English—she finally agreed to refund the final night.||We then told them that we would be checking out the next day. I had booked two nights for my sister-in-law, but it was clear with how horrific the place was that we needed to leave ASAP. The morning we left, my sister-in-law and her son went in for breakfast. I had booked an all-inclusive night with breakfast covered. Instead, the front desk agent said they had no breakfast included and charged them again. When I came down, my sister-in-law explained the situation. I then requested a full refund for their second night and their breakfast. A long conversation ensued about the invoice. She did not fully understand the breakdown of the hotel invoice, and I kept showing her that breakfast had been charged, as well as tax for the full two nights. I was requesting a refund for the breakfast, for one night, and for the tax on that night. It was a nightmare. I finally gave up after she only refunded me €90. When we were leaving, she agreed to refund €39 more. At this point, I could care less. We just needed to get out of there.||Please note that this hotel is awful, disorganized, dirty, and unprofessional. No one should stay here under any circumstances. It made a difficult family situation significantly worse, and we are currently fighting for a full refund. This place is unsanitary, mismanaged, and should not be in operation.

We recently stayed at The Originals Boutique, Hôtel Le Marmotel, Clermont-Ferrand under extremely stressful and emotional circumstances. We had to make a last-minute trip after my husband’s mother was rushed to the nearby hospital. This was the only hotel within walking distance, so we booked out of necessity. What followed was the single worst hotel experience we have ever had.

Upon arrival on Saturday morning, after driving all night, we were given a key card and went upstairs—only to discover that the room was already occupied. Yes, someone was asleep in the bed when we opened the door. We were horrified and went back to the front desk.

The second room they gave us was far too small and facing the busy traffic, not the garden side as booked. We were beyond exhausted. Finally, we were given a room that matched the size we had paid for—on the so-called “garden side,” which was in reality just a parking lot.

The following day, my sister-in-law and 8-year-old nephew arrived from Berlin, and I had booked them a room online in advance, requesting an early check-in. When we all went to the front desk to check them in, the staff told us the room would not be ready until 4pm—which was fine. But then, shockingly, the desk agent told my husband and me we had to check out immediately.

We were stunned. We had extended our stay the day before, in person, with the front desk. But she insisted that we were only booked for Friday and Saturday. I explained that we hadn’t even been in France on Friday—we were in Stuttgart, and I had a reservation from our night in Stuttgart to prove it. The hotel had clearly booked the wrong dates and now expected us to vacate the room, saying a group was coming and they were full.

This situation was deeply distressing. My husband and his sister needed to visit their critically ill mother in the hospital. Our nephew had nowhere to rest or relax. The lobby was filthy and uncomfortable. When my sister-in-law tried to grab a croissant from the breakfast area, she was met with hostility—a woman slapped her hand and barked that breakfast was only served from 7:30–10:30.

We had no room for over five hours. I took my nephew to a nearby hotel to sit and have lunch while we waited. Eventually, we were allowed back to check in again. My nephew’s room (a wheelchair-accessible room) was moderately clean, which felt like a relief at this point.

But our new room was a disaster—tiny, filthy, much smaller than what we had already paid for, and hadn’t been updated in over a decade. It was unsanitary and unfit for guests. When I tried to explain this, the desk agent told me there was nothing else available. I said my husband insisted on a refund, as we had been left without a room for five hours and then given a downgrade. She told me to return later when her colleague was in.

When I came back later that evening, her colleague told me she could not give a refund—only a partial refund for the difference in room price. I explained this was completely unacceptable: we had paid for two nights but only had access to a room for a fraction of that time, and it wasn’t the room we booked.

After outlining the entire situation—using a translator app, since she barely spoke English—she finally agreed to refund the final night.

No one should stay here. I'm not sure who is writing these 5 star reviews. I've included photos of the hotel. The lobby is filthy and my sister-in-law said the food was spoiling - the fruit etc. in the lobby area.

Chambres spacieuses et les 2 chambres communicantes pour les familles sont super|Petit bémol sur la 2è télévision qui ne fonctionnait pas : conseil vérifier avant l'arrivée des voyageurs