Avis HÔTEL LA VILLA EUGÈNE Epernay

Our stay at La Villa Eugène started on a very positive note. The valet was welcoming and efficient, and Ayfer at the reception was particularly kind and professional, we truly appreciated their warm hospitality.

Unfortunately, our overall experience was marred by a serious miscommunication at check-out. In the morning, we asked the lady at reception if we could return later in the day to enjoy some time by the swimming pool before our train. She confirmed with no hesitation that it was perfectly fine.

However, when we came back later that day, we were met by two young women at the front desk, Ayfer and one of them a brunette, and the brunette girl (Not Ayfer) informed us, somewhat dismissively, that the pool was only for current guests, despite the fact that we had just checked out and had received explicit approval earlier. It happened on Monday, July 14 around 5:20pm.

This inconsistency completely disrupted our plans. We had organized our afternoon based on the initial confirmation, and now found ourselves stranded for over two hours waiting at the train station. It left us with a bitter impression and sadly overshadowed the rest of our stay.

Having worked for Atout France for several years, I know the standards of service expected in the French hospitality industry, and this is not it. A luxury property should offer not only charm and comfort, but also clarity, consistency, and above all, respect for its guests’ time.

Sadly, our experience at Villa Eugène ended on such a sour note that it ruined what could have been a lovely stay.

When we checked out, the receptionist told us we could return later to use the pool before our 7pm train. We planned our day around that. But when we came back at 5pm, a different receptionist abruptly told us the pool was only for current guests. We ended up waiting two hours at the station with our luggage instead of relaxing. For a hotel claiming 5 stars, that’s unacceptable.

The hotel itself is authentic, in a nice location near Avenue de Champagne, and the building has character. Staff at breakfast and the pool were friendly. But service overall was inconsistent. Breakfast was basic (no eggs on demand, limited variety), there’s no restaurant, and a promised email with dining suggestions never arrived. The rooms also feel a bit tired, and the pillows were uncomfortably hard.

We live just an hour away and I had actually thought we might come back, but after this experience, definitely not. At this level, service and comfort should be the priority, and Villa Eugène misses the mark.

Limpio. Histórico . Atención al detalle . Agradable

We had an incredible two-day stay at the Hotel La Villa Eugene! The staff was simply incredible from the moment we arrived until we departed! They were helpful, friendly, attentive, engaging and just awesome! The hotel has history, is updated, and well appointed. Great bar area and the location if perfect for a Champagne vacation. We had 7 adults and 1 infant. Just perfect!

My husband and I stayed at Villa Eugene for three nights at the end of April. Our room was lovely with a private terrace as well as a large bathroom. Very comfortable with plenty of room for luggage etc. The staff was very friendly and there was someone on duty 24 hours a day if anything was needed. They also assisted in suggesting and making reservations for dinner in Epernay.
The public areas featured a lot of Louis Vuitton steamer trunks, antique luggage and other LV memorabilia.
The location was excellent, we walked to the center of Epernay each day and stopped at several champagne houses along the way.
This was a very nice boutique hotel and I would readily stay there again.

Booked Villa Eugene as noticed it on previous trip to Epernay. Beautiful hotel with well appointed rooms, a gorgeous bar and the most amazing staff. It can feel like a long walk into town on a hot day, but what a walk! All along the avenue du Champagne!! Thoroughly recommend and we will return.

Great hotel in excellent location at the end of the rue de champagne. 20 minute walk to town centre is really 2 hours stopping off for a glass or 2 or 3 - lovely walk. Staff great and could not do more to make us feel welcome.

Great hotel , wonderful staff but room very small for a double . Shower very tight for 6ft male of medium build . Pillows challenging but that a personal issue !

I booked for a 'PRESTIGE' room category at EUR405 per night and received booking confirmation for the same. I then received an email from the hotel informing me that they no longer had any prestige rooms available and so i could choose 'BUSINESS' for EUR 290 per night, or 'DELUXE PRESTIGE' for EUR480 per night.

I asked if they could put us in the 'DELUXE PRESTIGE' room for the same price i had booked and they refused. In the end we agreed to pay the higher rate of EUR 480 per night, and the hotel threw in breakfast to compensate us (EUR100 total for 4 meals). My debit card was charged at this time.

When we arrived, we were asked to provide a card for the hotel to take a block for the reservation. I was informed that the original charge would be reversed and that a new block payment was needed to secure the stay, using the card machine. I only had an AMEX credit card (which they don't take) or my debit cards. I thought we had paid already because the money had been taken from my account at booking.

In the end, my husband was able to provide a non-AMEX credit card and in the confusion, the receptionist mistakenly charged the full payment on his credit card, rather than just the temporary block.

She immediatelty refunded this charge, however, because she charged the full amount to his credit card - we were charged over £35 in foreign transaction fees. After this, she then correctly took the payment for the block. At check out I was able to pay on the original debit card that i had booked with in the first place.

On to the hotel itself -

1. Bedding - I had read online reviews that the pillows weren't good, so i brought my own pillow! I'm glad I did - as the pillows were very lumpy. The mattress also had lots of lumps and two dips on the left and right side from use.

2. Room - the room itself was very large and there wasn't any noise from the road which was great. However the decor is a bit cluttered/random. I appreciate this is a heritage building with a rich history and that some of the furniture is likely very expensive - however overall the decor is a bit confused/stuffy.

3. Receptiion - almost every time we came into the reception/front desk during the day - there were no staff members available. Guest luggage was left unattended in this area for long stretches of time.

4. Breakfast - if you are used to 5 star hotel breakfasts you will find this selection underwhelming. They had cold meats/cheeses/yoghurts and then for hot dishes scrambled eggs/mushrooms/beans. They then had fresh pastries and breads.

5. Bathroom - the toilet in our room wouldn't flush properly, in the sense that after the flush the water would run for hours afterwards. Water pressure was good, although difficult to get the right temperature. There was no conditioner provided - only shampoo.

6. Gift shop - one unsettling thing is that almost everything in the bathroom, or around the hotel had a little note on it suggesting guests could buy this from the hotel and the cost. This isn't something you see commonly in 5 star hotels ecept for robes and maybe an umbrella. This was on everything - the soaps, room spray, you name it - you can buy it!

Overall - we were pretty disappointed with the standard of the hotel. I wouldn't say it's a 5 star hotel, probably more a 3.5 or 4 star.

We did look up the star classification system in France and learned that there is a different system - and hotels are checked once every 5 years (and are also able to choose who is their assessor)! This is a helpful article: https://www.canaldumidi.bike/hotel-stars.html

In hindsight we would have been more comfortable staying in town, in a 3 or 4 star modern hotel.

I have provided my feedback to the hotel directly and their response was less than satisfactory. I explained that we were out of pocket due to the fx fees and the hotel replied - blaming us for providing the wrong types of cards to start with. It seems they are more interested in defending themselves/blaming us - than listening to their guests feedback.

Very nice hotel. Not cheap! Drinks at the bar are very high. Private parking, also not free. Nice room. Good beds and shower. Very nice staff. Beautiful pool. But roomrates and drinks are to expensive.

Beautiful hotel offering a matching experience to Champaign winery tools - with old-fashioned luxury and a 100 year old charm.

Zeer net hotel, goed gelegen, heel vriendelijk en behulpzaam personeel, gevarieerd en kwalitatief ontbijt. Kamer is geluiddicht.

Heel mooi en onderhouden hotel. De kamer was heel net en mooi volgens de stijl van het gebouw ingericht. Zeer vriendelijk ontvangen en behulpzame medewerkers. Het ontbijt is uitgebreid en gevarieerd in een elegante eetzaal. Het hotel ligt langs een drukke laan, maar daar heb je in de kamer geen last van. Zeer goed gelegen als uitvalsbasis naar de champagnehuizen en op wandelafstand van het centrum waar je goede restaurants vindt. Dit was voor ons een zalig verblijf.

De belles prestations, beaucoup de cachet et un personnel charmant. Parfait emplacement si vous venez découvrir les vins de Champagne. Si vous avez besoin de conseils pour visiter la région, demander à Aline, c'est une mine d'informations. Bon séjour.

This was an outstanding hotel experience. The bedrooms were beautifully clean and tastefully decorated, the breakfast room bright and spacious, and the overall ambience Old-World stylish and intriguing. Every one of the hotel staff was attentive, gracious and hospitable. Nothing was too much trouble, from a superb breakfast with all the choice one could want managed by the incredibly friendly Aline, to the equally friendly Reception staff and Barman. A short stroll down the world-renowned Avenue de Champagne into central Epernay made the town easily accessible. A taxi arranged at the drop of a hat, restaurant recommendations readily to hand, and always a warm welcome and smile to come back to. I look forward to having the chance to return. JK

Everything is fine, but I didn’t get enough sleep because of the terrible pillows. I’ll be back if you replace it)

Quelle gentillesse et disponibilité de la part de l'équipe.|Quel magnifique établissement.|J'ai emmené mes parents âgés et ma tante en ballade du cotentin à l'Alsace. |Quelle riche idée de faire une halte dans ce superbe hôtel.|Ma tante n'avais jamais été dans un hôtel "classe" dans sa vie. Elle avait, nous avions des étoiles plein les yeux.|Les chambres sont superbes, très confortables et le petit déjeuner fabuleux. |La jeune dame avait réservé une table pour nous chez Max c'était génial ! |Et la dame qui servait le petit déjeuner a été adorable avec nous. En plus nous avons eu l'histoire de cette magnifique demeure.|Merci énormément pour cette fabuleuse étape.

Magnifique hôtel ||Nous reviendrons avec grand plaisir||Gentillesse du personnel ||Rien à redire ||À recommander sans problème

In this hotel theres a lot of things, piscine, parking... This is why i came here and we didn't regret it, my fianced and me loved it, we were so happiest to go there. The piscine is the most beautiful thing i see in there but that don't mean the other thing is not good beacause we liked everything, i recommands it, obviously go there.

Hier haben wir unsere Tour durch Frankreich gestartet, das war eine gute Wahl. Sehr freundlicher Service und auch ein sehr umfangreiches Frühstück, wo nichts gefehlt hat.

Loved every minute of this. Great room, great Lalique aminities. Staff was great. ||Only thing is that there was no airco in the room.

Fantastisch hotel, chique ambiance en heerlijk ontbijt, echte aanrader

Geweldige ervaring in een super de luxe kamer. Vraag naar nummer 21. De beste die er is met een mooie historie

Agréable acceuil, chambres propres et confortables, bel extérieur avec piscine…||Le petit déjeuner aurait pu avoir un peu plus de choix, mais plus que Ok

Service am Empfang gut und freundlich, jedoch müsste er beim Frühstück viel aufmerksamer sein, keinerlei Nachfrage ob man eine Eierspeise oder noch Kaffee möchte. Frühstück nur von durchschnittlicher Qualität und es wird nicht aufgefüllt, leer ist leer, kein Nightservice und der Pool ( Wasser ) scheinen nur selten gereinigt zu werden. Alles in allem viel zu wenig für den Preis…

This hotel should not be a 5 star hotel. The first room we were out on was very sad, small, dated, dark and ugly without even a proper shower. When we told the front desk we were prepared to leave to stay in another hotel because we were so disappointed the lady said they would charge us for the full stay anyway even though we were enormously disappointed with the property. We were shown a second room which had an overpowering smell of vomit. We took the room simply because every other hotel in the area was fully booked. We had to air out the room for an hour to try to get rid of the smell. There was mold in the shower, long black hairs on the bedroom floor, disgusting carpet that was filthy to the eye. When we checked for bedbugs, which we don’t usually do but felt like we had to because the hotel seemed so dirty, we saw that the base of the bed had mold spots on it.

The breakfast was very basic so we only had breakfast at the hotel on the first morning. The other mornings we went into Epernay for breakfast (Matin Gourmand was great).

Upon checkout, despite our enormous disappointment, the lady at reception tried to charge us for parking even though we had never been informed of a parking fee.

The hotel is grossly overrated as a 5 star property. It should be listed as 3 star at best. The owners are clearly not investing in the property and trying to make extra money from hidden parking fees and overcharging for a horrendous breakfast. It feels like the owners have run out of money.

A very, very sad property to which I wouldn’t never, ever return.

Magnifieke locatie, centraal in Epernay, Uitstekend hotel met privé parking, het hotel is adembenemend mooi ingericht, het ontbijt is perfect. Supervriendelijke bediening, een absolute aanrader!

Villa merveilleusement construite équipée d'un mobilier et d'une décoration élégants. Le bar est le chef-d'œuvre et un endroit confortable pour déguster du champagne. La piscine et le jacuzzi multijets complètent le confort dont vous pourrez profiter. Comme d'habitude, les gens font la différence et le personnel a été super gentil.

Super petit hôtel très bien entretenu parfaitement placé pour explorer la région du champagne. Le personnel est allé au-delà.

Hotel bien placé mais seul bémol une personne à l'acceuil devrait apprendre à respecter les personnes agées, garder son arrogance et son agressivité pour elle et être éduquée sur le respect du client. Cela n'est absolument pas digne d'un hotel 5 étoiles.