Le Nouveau Monde Hotel

Extremely Disappointing Experience — Le Nouveau Monde Hotel and Agoda Failed Us Our experience with Le Nouveau Monde Hotel in Saint-Malo has been extremely disappointing, but what has made this experience even worse is the appalling lack of customer service from Agoda. We booked and paid for a room described on our booking confirmation as “Escape Double Sea View.” We reasonably expected a room with a proper view of the ocean. Instead, our room has a very restricted, sideways view of the sea, with another building obstructing much of the outlook. When we questioned this at reception, we were told that “Escape” means a partial sea view. Excuse me? Our booking confirmation explicitly says “Double Sea View.” If this room category offers only a restricted, partial view, that distinction should be made crystal clear before customers book and pay. Customers should not have to discover the limitations of their room after they arrive at the hotel. The attitude we encountered at reception when raising a legitimate concern only added to our frustration. We expected professional, courteous service and a genuine attempt to resolve the misunderstanding, not to feel as though we were being difficult simply for questioning what we had paid for. But Agoda deserves special criticism. We contacted Agoda, explained our complaint and gave them an opportunity to help resolve the situation. What happened? Absolutely nothing. No meaningful response, no assistance, no resolution and no apparent interest in helping a paying customer. Then, instead of responding to our outstanding complaint, Agoda sent us a request asking how our stay was and inviting us to complete a survey. You have got to be kidding. What is the point of offering customer support if a customer can raise a legitimate complaint and receive no response, only to be contacted later for a review? Agoda was given an opportunity to demonstrate that it cared about its customers, and in our experience it completely failed to do so. Sending automated survey requests while leaving an actual complaint unanswered is not customer service. We booked through Agoda expecting the platform to stand behind its customers when something goes wrong. Instead, we were left to deal with the hotel ourselves. Agoda was happy enough to facilitate our booking, but when we needed assistance, it was nowhere to be found. This entire experience has left a very sour taste in our mouths. The unclear room description, the disappointing view, the attitude at reception and Agoda’s failure to respond have turned what should have been an enjoyable stay in Saint-Malo into an unnecessarily frustrating experience. To anyone considering this hotel, if a proper sea view matters to you, get written confirmation of exactly what you will see from your room before booking. And to anyone booking through Agoda, be aware that, based on our experience, you may not receive the assistance you expect when you have a problem. Le Nouveau Monde needs to communicate its room descriptions more clearly and treat customer concerns with greater respect. Agoda needs to explain why it solicits customer feedback while failing to respond to customers who have already complained and asked for help. We expected better from both businesses. Neither lived up to our expectations. A thoroughly disappointing experience, made considerably worse by Agoda’s complete failure to help when it mattered.

Lovely hotel, great staff and excellent secure parking

Great hotel. Room was spacious, clean, quiet with a very good shower and well equipped BR. It is very well located. We were lucky to find free parking right in front of the hotel (instead of Euro 20/day in hotel parking). Breakfast was quite good but for the price I would have expected some charcuterie or pâté and more than 3 cheeses selection. The steam room was great as was the pool with attached "hot tub" which was not warm.

The hotel is very well located, the view excellent, and the rooms a decent size. But the hotel is not a 4-star hotel. The staff is not smiling and a bit stiff. The hotel does not offer room-temperature water... nor a water fountain, which is so basic now in every hotel. The only option is branded water, ice cold in the fridge. You can't get more. It's really frustrating not to be given water, even in self-service.