Monte Carlo Bay Hotel & Resort

Our experience at Monte-Carlo Bay was unacceptable and completely inconsistent with what anyone should expect from a hotel positioning itself at this level. During our stay, the metal control of the shower faucet detached while I was showering with my 3-year-old son and actually fell onto and hit my leg. Fortunately, it hit me rather than my child. I intend to have my leg medically examined as soon as I return home, and I reserve all my rights regarding this incident. What makes the hotel’s reaction particularly disturbing is that I reported the incident only AFTER I had already settled our entire hotel bill of approximately €21,000. I was not asking for a discount, refund, compensation, or anything whatsoever in return. Our account had been paid in full. I simply expected what I consider the absolute minimum from a supposedly five-star luxury hotel: genuine concern that a heavy bathroom fitting had detached, struck a guest, and could just as easily have struck his 3-year-old child. Instead, when I reported what had happened, the response from Mathias at reception was essentially: “OK, sorry.” No meaningful concern, no immediate involvement of management, and no serious attempt to address what had happened. I expressed my disbelief at this reaction and said that, had something like this happened in the USA, an incident involving a falling bathroom fixture, an injury and a 3-year-old child could be treated far more seriously and potentially involve the authorities. His response was extraordinary: he picked up the telephone and threatened to have the police arrest me. He knew perfectly well that we were leaving for the airport to catch our flight. I therefore made clear that there was no need to continue the confrontation and left. I find this behavior astonishing. A guest reports being struck by a fixture that fell from the hotel’s bathroom while showering next to his small child, and instead of showing genuine concern, a member of reception responds by threatening him with the police. There was more. Following this incident, additional restaurant charges were presented. When I asked to see the signed receipt supporting the charges, I was instead provided with an unsigned paper. I have retained and photographed this document. And only one day earlier, we found ants in the honey being served at breakfast, which I also photographed. Again, the reaction was essentially an apology and nothing that gave us the impression that the matter was being treated with the seriousness one would expect regarding food hygiene at a luxury hotel. Any one of these incidents would be disappointing. Taken together—the bathroom fixture falling and hitting me beside my 3-year-old child, the dismissive response, the threat involving the police, the disputed restaurant charge without a signed receipt being produced, and ants in breakfast food—they demonstrate, in my experience, an extraordinary failure of service, professionalism and basic guest care. We paid approximately €21,000 for our stay, in full and without dispute, before I even raised the bathroom incident. I asked for nothing financially. I expected only concern, professionalism and accountability. Apparently, even that was too much to expect. The arrogance and dismissiveness we experienced from certain members of staff were astonishing. Employees of a luxury hotel should understand that professionalism means looking after guests and taking legitimate safety concerns seriously—not behaving as though a guest raising a documented safety issue is an inconvenience. I have photographic evidence relating to the bathroom fixture, the breakfast hygiene issue and the restaurant document provided to me, and I will preserve all relevant documentation. I am also obtaining medical documentation and reserve all of my legal rights regarding the incident and the hotel’s handling of it. Management should seriously examine not only its maintenance and food-hygiene procedures, but also the training, conduct and attitude of the personnel entrusted with handling serious guest complaints. Based on our experience, I cannot recommend Monte-Carlo Bay, particularly to families travelling with young children

The hotel itself is nice, but unfortunately the staff, especially the concierge team, was very rude and unhelpful. One of the concierges, wearing a white shirt and black tie, recommended that we have dinner at Café de Paris in Monte-Carlo. After I gave him all the details for the reservation, I asked if everything was confirmed. He replied very rudely, saying, “Yes, yes, go, go. You have your reservation.” However, when we arrived at the restaurant, there was no reservation for our group of six. Later, my mother wasn’t feeling well, so I asked the front desk if they could arrange for a doctor to check her blood pressure. Instead of offering assistance, the receptionist rudely told us, “No, go buy a blood pressure monitor.” Throughout our stay, several other staff members were also unfriendly. They often ignored our calls, seemed uninterested in helping, and did not provide the level of service you would expect from a hotel of this standard. The hotel itself is pleasant, but the poor attitude and lack of professionalism from the staff significantly affected our experience.

the hotel is a big modern hotel situated on the eastern edge of Monaco. The front of house staff are a credit to the hotel, always friendly and very service driven efficient hotel. We had a nice room with a full sea view on the 8th floor lots of space and a good bed and bathroom. Breakfast lacks many healthy options, and service here for us was not so good they seemed very busy and little time to care for details with guests or deliver things as expected in contrast to the other staff in the hotel. The pool is nice and big and plenty of sunloungers... the staff around the pool are quiet surley and its not service with a smile here... strangely the pool closes at 7pm and you are told you have to leave here and reminded... everyone is made to go by 7pm.... also the pool bar closes at 6pm ? no more drinks orders taken after then... this seems strange as this is the only place at the hotel to sit where there is sunshine (as at end May26) although it was a nice place to sit from a space point of view it lacks a warm friendly welcome and atmosphere... we also had problems with the wifi our package included free wifi (is that not standard every hotel now ?) but we had to keep signing in... and avoiding a process to purchase wifi considering its not a cheap place to stay or be at feels like you should have easy access to free good wifi the bar inside is nice Blue Gin provide you like listening to the music and not having a conversation !

My stay at Monte-Carlo Bay Hotel & Resort was truly wonderful and incredibly comfortable. From start to finish, the experience felt relaxed, luxurious, and genuinely caring. The concierge service was exceptionally helpful, always attentive and ready to assist with anything I needed, which made my stay completely stress-free. The sea-view room was extraordinary—spacious, peaceful, and offering stunning views that made every moment special. A special thank you to Judith at the reception, who was absolutely fantastic. She was welcoming, professional, and kind, and made me feel instantly at home. In fact, everyone I encountered was highly receptive to my needs and showed real care, which made a huge difference. The food at the restaurant was extremely good, beautifully presented and full of flavor. The gardens were also very beautiful, adding a serene and elegant atmosphere to the entire property. Monte-Carlo Bay strikes the perfect balance between comfort, luxury, and warmth. I thoroughly enjoyed my stay and would happily return again. 💙

⸻ We stayed at this hotel as a stop during our Eurotrip, and the experience was awful—it completely ruined part of our holiday. We were bitten by bedbugs. The staff initially denied it, despite us having clear proof in the form of photos and videos. I even woke up to a bedbug crawling on me. My body was covered in blisters, and still they refused to believe us until we insisted they inspect behind the bed—where the evidence was finally undeniable. As “compensation,” they offered us free drinks from the bar. Unbelievable, considering the situation. After a long and stressful argument, we eventually received a refund for two nights. This was a disturbing and unacceptable experience. Never again.