Mama Shelter Nice 4 stars

Hello Kirsty, Thank you for taking the time to share your feedback following your stay at Mama Shelter Nice. Your comments are extremely valuable to us, and I am sorry to learn that your experience did not fully meet your expectations. First of all, thank you for your kind words regarding our housekeeping team. I will be delighted to share your compliments with them. Regarding the air conditioning, it is indeed controlled by our reception team. As part of our commitment to the Green Key certification, we are required to follow specific environmental guidelines, including maintaining room temperatures at a minimum of 22°C. While we understand that individual preferences may vary, this is a standard we are committed to respecting as part of our sustainability efforts. Concerning your arrival, please be assured that whenever rooms are available earlier, we are always happy to accommodate our guests before the official check-in time. Unfortunately, during periods of very high occupancy, this is not always possible. As you arrived on the final day of the Monaco Grand Prix, the hotel had been fully booked the previous night, meaning we had to wait for departing guests to check out before our teams could properly clean and inspect the rooms. This is why we were unable to provide access to your room earlier. That said, I am truly sorry to hear that you felt overlooked and that the explanations provided by our team did not leave you with a positive impression. We take such feedback very seriously and will share your comments with the team, as guest feedback is essential in helping us improve every day. Additionally, I understand that you found your room to be smaller than expected. You had booked one of our Small Mama Double rooms, which range from 15 to 18 sqm. While these rooms are designed to be comfortable and functional, we appreciate that space preferences can vary from one guest to another. Please note that we also have higher room categories, which offer more generous living space and additional comfort. Please be assured that guest satisfaction remains at the heart of everything we do, and our teams are always committed to providing the best possible experience. We sincerely hope to have the opportunity to welcome you back to Mama Shelter Nice in the future and demonstrate the level of service we strive to deliver every day. Mama loves you! ❤️

Hello Valérie, Thank you so much for this feedback ! You satisfaction is so important to us, We hope to see you again very soon, Mama loves you

Hello Brynja, Thank you for taking the time to share your feedback. We are sincerely sorry that your stay did not meet your expectations. Regarding the air conditioning, we would like to apologize for the inconvenience you experienced. Following your reports, our maintenance team intervened several times in an attempt to resolve the issue. Unfortunately, despite our efforts, the problem could not be fully fixed during your stay. For this reason, we offered to relocate you to another room where the air conditioning was working properly, in order to provide you with a more comfortable environment. We also regret to learn that the food did not meet your expectations and that you found the sofa bed uncomfortable. Your comments are valuable and have been shared with the relevant teams so that we can continue improving our services. We appreciate your feedback and hope to have the opportunity to welcome you again in the future under better circumstances. Mama loves you <3

Hello Eva, We thank you for taking the time to write us a review following your stay with us. We are delighted that you enjoyed our property and all its facilities. We hope to welcoming you again anytime soon, Mama loves you <3

Hello Sophie, Thank you for taking the time to share your feedback. First and foremost, we are truly sorry to learn that your stay, especially as it was planned as a special birthday celebration, did not meet your expectations. Providing memorable experiences for our guests is extremely important to us, which makes your disappointment all the more regrettable. We were particularly surprised to read your comments regarding the duplicate reservation. Our intention was simply to confirm with you that two bookings appeared in our system for the same stay. As soon as we established that this was an unintended duplicate, we immediately cancelled the additional reservation at no charge. At no point was our intention to suggest that you were at fault, as we quickly understood that this was most likely a booking error. We sincerely apologize if our communication gave a different impression, as this was certainly not our intention. We also sincerely regret that your experience in our restaurant did not meet your expectations. The level of service you describe is not representative of the standards we strive to provide and we are sorry that this aspect of your stay left you feeling disappointed. Please rest assured that your feedback has been shared with our Food & Beverage management team so that it can be reviewed with the staff involved and used to further improve the quality of service we offer our guests. We were equally concerned to read your comments regarding the pool service. We normally ensure that pool towels are always available for our guests on the rooftop and an additional stock is also kept at reception, alongside the towels that are usually placed in guest rooms prior to arrival. We sincerely apologize if these were missing from your room and if the assistance you received did not meet expectations. A reminder will be issued to our teams to ensure that these standards are consistently upheld. Regarding your transportation arrangements, we would like to clarify that we work exclusively with a private driver service. As part of our usual procedure, we always make sure to inform guests in advance that the transfer will be operated by a private driver rather than a taxi and we systematically communicate the applicable rate beforehand to avoid any misunderstanding or unexpected charges. We are sorry if this information was not clearly communicated in your case and we will remind our reception team of the importance of providing these details to ensure guests always know exactly what service they are booking. While we understand that each of these issues may have contributed to your overall disappointment, we appreciate you bringing them to our attention. Feedback such as yours allows us to review our procedures and continue improving the experience we provide to our guests. We hope you will accept our apologies and that we may have the opportunity to welcome you again in the future for an experience that more accurately reflects the level of service we aim to deliver. Mama loves you <3