We were shocked to receive a message from the hotel owner just 1–2 hours before arrival, on one of the hottest days of the year, demanding an extra €15 per day for air conditioning. This charge had NEVER been disclosed when we booked. Under French consumer law, additional charges must be clearly disclosed before booking. Hidden charges do not comply with consumer-protection and price-transparency requirements.
The demand came only after our cancellation period had expired and while we were already travelling to the hotel. Imposing an undisclosed charge at that stage is contrary to EU and French consumer law.
We arrived around 10 p.m. to a completely dark property, with no welcome or assistance. Our room had a strong damp smell, and the wardrobe was so dusty that we could not use it. No hospitality shown.
The worst part was checkout. The manager demanded €45 for the undisclosed air-conditioning charge. We had already reported the matter to Hotels.com, which had opened an investigation. I politely explained that we are law professor, and that such hidden charges breach consumer-protection rules and should have been clear during reservation/website.
The manager responded by shouting at and berating us in front of our two young children. Despite our repeated requests to lower her voice, she continued. She threatened to call the police; we welcomed this and waited for about an hour, but no police came.
In all my years of travelling, I have never experienced such rudenes.