“Super hotel close to the airport, but a lot to learn about running a restaurant/bar”
The hotel with rooms, common areas, garden and pool were excellent. Breakfast was lovely. Reception area and restaurant is modern, the rooms are not, but they are well kept and nice with good beds. Housekeeper/reception gives an OK service too.
What disappointed us enormously was the restaurant and the service level in the restaurant and bar. We sat down for dinner and waited 45 (!) minutes before the first course was served, and only when it was on the table did they take our drinks order, we had nothing to drink for 45 minutes after several tries to get to order..
The first course was not our favorite, so none of us (6) ate much of it, but they used the excuse of us eating the first course when we asked when they would give us the main course.
Our knife and fork had to be reused from the first course, although full of the chevre dish we did not like.
The main course was salmon, and it had obviously been standing for hours on heat because it was completely dried out, as was the rice following it. This has to be the worst dish I have ever had in any restaurant, and no chef/cook on a hotel aiming to be any good should serve this!
Then we had the dessert, after almost 2,5 hrs, it was an OK cake.
I paid the drinks order and asked them why it took so much time, they said they were too few in the kitchen (we were lots of people from a cancelled flight, some others also complained). But still had to pay the drinks in full.
The drinks are very expensive on this hotel, and what surprised us more was that when ordering a fruit pressé, the woman catering for us said she could make a mixed juice if we wanted. It was 7 euros for a juice pressé in the menu. But she charged 12... when we asked why, she said "but I made you a mix" - but she never said anything about the extra charge when she offered doing so..
My impression (after hearing another customer complaining to the staff all dinner) is that the employees in the restaurant does not have any permission to give a free drink, a discount, or something else to make unhappy customers happy.
Other than that, the garden with pool, tennis and table tennis is super amazing so close to an airport and my daughter enjoyed it very much. We played tennis free of charge, had a swim and enjoyed the outside areas with sofas and parasols. Its such a shame with the bad qualities of the food and bad service in the restaurant/bar, because this hotel could have been amazing.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
2 August 2011
Dear Guest,
I was informed about these comments and I read them with the highest consideration.
I assure you that we are sorry for these inconvenients in our restaurant and I present you my sincerest apologies for it.
We actually met on this evening many unexpected events at the restaurant which had the consequence to disrupt the whole service; I can assure you that is unusual and far from what we used to offer to our guest.
We attach considerable importance to correcting our mistakes, in order to improve the quality and your satisfaction; then, Laure, the quality manager, is at your entire disposal to prepare your next reservation to welcome you as best as possible.
We hope to welcome you again in Pullman Marseille Provence thanks to your general high level of satisfaction
Sincere regards
Jean Marc LEPAN - General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC