By Julia Gualtieri
Following customer complaints about the presence of rats within the Villages Nature Paris site, at Bailly-Romainvilliers, we focused on the comments and opinions of consumers. Although the natural park of the Pierre et Vacances Center Parcs group has received good reviews on many aspects, posts pointing to a lack of housekeeping in the accommodation are legion. Does cleanliness leave something to be desired in the accommodations of the Seine-et-Marnais tourist complex?
In the opinions collected on various platforms, many Villages Nature customers complain about cleanliness. “Village infested with rats. Presence of cockroaches or cockroaches in the cottage. Maintenance of the terrace leaving something to be desired. Hair from previous occupants on the bedding. General condition of the equipment leaving something to be desired… Inadmissible in my opinion for the price of a rental presented as Premium”, testifies Philippe F., in October 2022 on the platform trip-advisor.
Cleanliness criticized in customer reviews at Villages Nature
” Disappointed ! “, adds Dhainaut on the platform, who came in August 2022. “One of the most recent Center Parcs and yet poorly maintained and already aging. The apartment (privileged) dirty, windows and furniture full of fingerprints, cobwebs on the ceiling, the dishwasher with waste inside…”
If we look elsewhere, on the Booking reservation platform for example, it indicates a “low rating” regarding cleanliness for Bailly-Romainvilliers, at 7.2/10. On this site, despite very positive overall comments, the negative point remains the cleaning.
Thus, this client who came from Belgium in September, who despite a score of 7/10 underlines that when he came in September 2022, “the apartment was not clean enough with a kitchen plinth on the floor and a window very difficult to close. Also, the bathroom was full of hair and not cleaned.”
The same goes for Cédric, who came in July, who despite a score of 8, points negatively: “The accommodation was not done at 4 p.m. when the keys were handed over. Once the complaint was made and after the passage of the surface technician, piles of dust were still present, which required the passage of a second team. »
Are these negative reviews representative?
Although it takes with mistrust the comments left on the platforms, in particular open platforms like Trip Advisor, where very divergent and not always verified opinions coexist, the persistence of cleaning and cleanliness as a negative point raises questions. Especially since this critical is recently appeared. Is Villages Nature aware of this? “We are very attentive to customer opinions, we have a dedicated service to take them into account and cleanliness is at the heart of our concerns”, assures the destination.
However, she wishes to qualify: “We receive on average each year nearly 300,000 stay customers per year”, i.e. nearly 6000 customers per week. Implied: an attendance much higher than the number of negative opinions.
The cleaning service has been reinforced at Villages nature Paris
However, Villages Nature Paris has taken measures to strengthen cleaning procedures of its accommodation. The site has in particular changed provider before the summer of 2022 and the cleanliness teams have been expanded. In addition, the site says it has set up a dedicated telephone line available to all holidaymakers allowing them to quickly contact the cleaning service. “We find that only a small percentage of our customers use it (between 0.5% and 1.5%)”, specifies the management.
She also works to make her clients aware of “taking care of their accommodation” and says she sees already an improvement “For example, we have observed a 3-point increase in the rating given by our customers to the cleanliness of accommodation, in just 6 months. In addition, our destination benefits from an average dedicated to cleanliness of 15/20 on the certified opinions* left by our customers on the most important distribution platforms”, we are told.
The dynamic was the same after reports of the presence of rats. Favored by the heat wave of summer and the very mild autumn, the proliferation of pests has affected many cities, explained the management to our colleagues from the Parisian, specifying that as an ecotourism destination, it is impossible for it to use phytosanitary products. Reinforcement of the passages, traps, message of prevention to the customers, there too, the efforts would already bear fruit. “Customer satisfaction is a priority”, assures Villages Nature Paris.
*This is an average of the scores dedicated to cleanliness on the 3 main platforms that market their offer: Booking (7.2/10), Expedia (3.6/5) and Hotel.com (7.2/10).
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Villages Nature Paris: is there a cleanliness problem in the accommodation?