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MGM Hôtels & Résidences – Résidence Le Roc des Tours

4.0 star property
Slopeside fun with full-service spa and indoor pool

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Photo gallery for MGM Hôtels & Résidences – Résidence Le Roc des Tours

Indoor pool, sun loungers
Appartement 3 Pièces 6 personnes Prestige | Premium bedding, in-room safe, blackout drapes, soundproofing
Reception
Fireplace
Archery

Reviews

8.6 out of 10
Excellent

Popular amenities

  • Room service
  • Hot Tub
  • Gym
  • Spa
  • Pool
  • Pet friendly

Explore the area

Map
1401 Route de l'Envers du Chinaillon, Le Grand-Bornand, 74450
  • Le Chatelet Ski Lift
    ‪1 min walk‬
  • Les Gettiers Ski Lift
    ‪6 min walk‬
  • Le Rosay Gondola
    ‪6 min drive‬
  • Geneva (GVA-Cointrin Intl.)
    ‪61 min drive‬

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Room options

View all photos for Appartement 2 Pièces 4 personnes

Appartement 2 Pièces 4 personnes | Premium bedding, in-room safe, blackout drapes, soundproofing

Appartement 2 Pièces 4 personnes

  • 376 sq ft
  • Sleeps 4
  • 1 Queen Bed and 2 Twin Sofa Beds

View all photos for Appartement 2 pièces 4 personnes Prestige

Appartement 2 pièces 4 personnes Prestige | Premium bedding, in-room safe, blackout drapes, soundproofing

Appartement 2 pièces 4 personnes Prestige

  • Mountain view
  • 376 sq ft
  • Sleeps 4
  • 1 Queen Bed and 2 Twin Sofa Beds

View all photos for Appartement 5 Pièces 10 personnes

Premium bedding, in-room safe, blackout drapes, soundproofing

Appartement 5 Pièces 10 personnes

  • Mountain view
  • 861 sq ft
  • Sleeps 10
  • 1 Queen Bed, 6 Twin Beds and 2 Twin Sofa Beds

View all photos for Appartement 5 Pièces 10 personnes Prestige

Premium bedding, in-room safe, blackout drapes, soundproofing

Appartement 5 Pièces 10 personnes Prestige

  • Mountain view
  • 861 sq ft
  • Sleeps 10
  • 2 Queen Beds, 4 Twin Beds and 2 Twin Sofa Beds

View all photos for Appartement 4 Pièces 8 personnes Prestige

Appartement 4 Pièces 8 personnes Prestige | Premium bedding, in-room safe, blackout drapes, soundproofing

Appartement 4 Pièces 8 personnes Prestige

  • Mountain view
  • 861 sq ft
  • Sleeps 8
  • 1 Queen Bed, 4 Twin Beds and 2 Twin Sofa Beds

View all photos for Appartement 3 Pièces 6 personnes Prestige

Appartement 3 Pièces 6 personnes Prestige | Premium bedding, in-room safe, blackout drapes, soundproofing

Appartement 3 Pièces 6 personnes Prestige

  • Mountain view
  • 592 sq ft
  • Sleeps 6
  • 1 Queen Bed, 2 Twin Beds and 2 Twin Sofa Beds

View all photos for Appartement 4 Pièces 8 personnes

Appartement 4 Pièces 8 personnes | Children's theme room

Appartement 4 Pièces 8 personnes

  • Mountain view
  • 861 sq ft
  • Sleeps 8
  • 1 Queen Bed, 4 Twin Beds and 2 Twin Sofa Beds

View all photos for Appartement 3 Pièces 6 personnes Grand Confort

Children's theme room

Appartement 3 Pièces 6 personnes Grand Confort

  • 592 sq ft
  • Sleeps 6
  • 1 Queen Bed, 2 Twin Beds and 2 Twin Sofa Beds

About the neighborhood

Le Grand-Bornand

MGM Hôtels & Résidences – Résidence Le Roc des Tours places you next to La Mulaterie and Le Chatelet Ski Lift. This 39-room, 4-star hotel welcomes guests with ski-in/ski-out access, a full-service spa, and an indoor pool.

What's nearby

  • Le Chatelet Ski Lift - 1 min walk - 0.0 miles
  • La Mulaterie - 1 min walk - 0.0 miles
  • Les Gettiers Ski Lift - 6 min walk - 0.4 miles
  • Le Rosay Gondola - 6 min drive - 3.3 miles
  • La Joyère Gondola - 6 min drive - 3.3 miles

Getting around

  • Pringy Station - 41 min drive
  • Geneva International Airport (GVA) - 79 min drive

Restaurants

  • ‪A la Ferme de Pépé - ‬10 min drive
  • ‪Le Roc des Arces - ‬5 min drive
  • ‪Le Panoramic 1800 - ‬12 min drive
  • ‪Le Chalet du Maroly - ‬5 min drive
  • ‪L'ANCOLY Restaurant - ‬6 min drive

About this property

MGM Hôtels & Résidences – Résidence Le Roc des Tours

Slopeside fun with full-service spa and indoor pool
Guests of MGM Hôtels & Résidences – Résidence Le Roc des Tours have access to ski-in/ski-out access, a full-service spa, and an indoor pool. You can put free parking to good use if you drive. Front-desk staff can assist with luggage storage and concierge services. Other amenities at this ski hotel include a gym, a sauna, and free WiFi in public areas.
Guests can expect free WiFi and flat-screen TVs with cable channels and DVD players. Beds sport premium bedding and bathrooms offer hair dryers and free toiletries. Kitchens, balconies, and dining areas are also available. Housekeeping is available once per stay.
An indoor pool and a hot tub are on site. Other recreational amenities include ski-in/ski-out access, a health club, and a sauna.

The recreational activities listed below are available either on site or nearby; fees may apply.

The onsite spa has 3 treatment rooms including rooms for couples. Services include facials, body wraps, and body treatments.

Awards and affiliations

Eco-Certified Property
This property participates in Green Key (Foundation for Environmental Education), a program that measures the property's impact on one or more of the following: environment, community, cultural-heritage, the local economy.

Languages

English, French

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Property amenities

Internet

  • Available in all rooms: Free WiFi
  • Available in some public areas: Free WiFi

Parking and transportation

  • Free offsite parking
  • Free self parking on site

Things to do

  • Arcade/game room
  • Bicycle rentals
  • Full-service spa
  • Health club
  • Hot tub
  • Indoor pool
  • Library
  • Sauna
  • Ski equipment rentals
  • Ski passes
  • Ski storage
  • Ski-in/ski-out access
  • Steam room

Family friendly

  • Arcade/game room
  • DVD player
  • In-room crib
  • In-room full-sized refrigerator/freezer
  • In-room kitchen
  • In-room microwave
  • Indoor pool
  • Laundry facilities
  • Living room
  • Separate in-room dining area
  • Soundproofed rooms

Conveniences

  • Free newspapers in lobby
  • Laundry facilities
  • Limited-hour front desk
  • Luggage storage

Guest services

  • Concierge services
  • Housekeeping (once per stay)

Outdoors

  • In the mountains
  • Pool loungers
  • Terrace

Full-service spa

  • 3 treatment rooms
  • Body wraps
  • Couples treatment rooms
  • Facials
  • Massage

Accessibility

  • If you have requests for specific accessibility needs, please contact the property using the information on the reservation confirmation received after booking.
  • Elevator
  • Stair-free path to entrance
  • Wheelchair accessible (may have limitations)

More

  • 12 floors
  • 3 buildings
  • Built in 2016
  • Fireplace in lobby
  • Smoke-free property

Room amenities

Bedroom

  • Blackout drapes
  • Free crib
  • Premium bedding

Bathroom

  • Bathrobes
  • Bathtub or shower
  • Free toiletries
  • Hair dryer
  • Slippers
  • Towels provided

Entertainment

  • DVD player
  • Flat-screen TV with premium cable channels

Food and drink

  • Cookware, dishware, and utensils
  • Dishwasher
  • Electric kettle
  • Espresso maker
  • Full-sized refrigerator/freezer
  • Kitchen
  • Microwave
  • Room service
  • Separate dining area
  • Stovetop

More

  • Heating
  • Iron/ironing board on request
  • Living room
  • Phone
  • Safe
  • Separate sitting area
  • Soundproofed rooms

Policies

Check-in

Check-in start time: 5 PM; Check-in end time: 8 PM
Contactless check-in available
Late check-in subject to availability
Minimum check-in age: 18

Check-out

Check-out before 10 AM
Contactless check-out available

Special check-in instructions

The front desk is open daily from 8 AM - 8 PM
Front desk staffed during limited hours
If you are planning to arrive after 8 PM please contact the property in advance using the information on the booking confirmation

Renovations and closures

The property is closed during May, June, September, October, and November.

Access methods

Front desk (limited hours)

Pets

  • This property welcomes pets for EUR 100 per pet, per week
  • 1 total pets
  • Certain rooms only, restrictions apply
  • Guests can request a pet-friendly room by contacting the property at the number on the booking confirmation
  • Service animals exempt from fees

Children and extra beds

  • Up to 4 kids 18 years old and younger stay free when using existing bedding
  • Free cribs/infant beds are available

Property payment types

Important information

Fees

You'll be asked to pay these charges at the property:

  • Deposit: EUR 500.0 per week
  • A tax is imposed by the city: EUR 2.50 per person, per night. This tax does not apply to children under 18 years of age.

These are all of the charges provided to us by the property.

Optional extras

These fees and deposits will be charged at check-in, check-out, or the time of service.

  • Pet fee: EUR 100 per pet, per week
  • Service animals are exempt from fees

This list may not be comprehensive. Fees and deposits might not include tax and are subject to change.

You need to know

Extra-person charges may apply and vary depending on property policy
Government-issued photo identification and a credit card, debit card, or cash deposit may be required at check-in for incidental charges
Special requests are subject to availability upon check-in and may incur additional charges; special requests cannot be guaranteed
This property accepts credit cards; cash is not accepted
Safety features at this property include a fire extinguisher, a smoke detector, and a first aid kit
This property has outdoor spaces, such as balconies, patios, terraces which may not be suitable for children; if you have concerns, we recommend contacting the property prior to your arrival to confirm they can accommodate you in a suitable room
  • Check-in: 5 PM—-8 PM
  • Check-out: 10 AM
  • Minimum check-in age: 18
The front desk is available during limited hours. Driving? This property offers free parking.

We should mention

Details about charges, deposits, or other important information:

  • This property is managed by a professional host. The provision of housing is linked to their trade, business, or profession.
  • This property has outdoor spaces, such as balconies, patios, terraces which may not be suitable for children. If you have concerns, we recommend contacting the property prior to your arrival to confirm they can accommodate you in a suitable room.
  • Charges for extra guests may apply and vary depending on the property's policy.
  • A cash deposit, credit card, or debit card for incidental charges, as well as a government-issued photo ID, may be required at check-in.
  • Special requests are subject to availability at the time of check-in and can't be guaranteed. Certain requests may come with additional charges.
  • This property accepts credit cards. Cash is not accepted. 
  • Onsite safety features include a fire extinguisher, a smoke detector, and a first aid kit.

Additional information about polices, regulations, and more:

  • Due to national regulations, cash transactions can't exceed EUR 1000 at this property. For additional details, contact the property using the contact information on your booking confirmation.
  • No rollaway or extra beds are available.

National rating

This property has received its official star rating from the French Tourism Development Agency, ATOUT France.

Property is also known as

Roc Tours House LE GRAND BORNAND
Roc Tours LE GRAND BORNAND
Roc Tours Le Grand-Bornand
Roc Tours Aparthotel Le Grand-Bornand
Roc Tours Aparthotel
Roc Tours Hotel Le Grand-Bornand
Roc Tours Hotel
Le Roc des Tours
MGM Hôtels & Résidences – Résidence Le Roc des Tours Hotel

Frequently asked questions

Are free cancellation options available at MGM Hôtels & Résidences – Résidence Le Roc des Tours?

MGM Hôtels & Résidences – Résidence Le Roc des Tours provides free cancellation on certain room rates. For additional details, look at the cancellation policy on Orbitz.

What is there to do around MGM Hôtels & Résidences – Résidence Le Roc des Tours?

This hotel is located in Le Grand-Bornand, just steps from Le Chatelet Ski Lift and La Mulaterie, and within a short walk of Les Gettiers Ski Lift. You'll also find Col de la Colombière and Le Rosay Gondola within a short drive.

Is there parking available at MGM Hôtels & Résidences – Résidence Le Roc des Tours?

Yes, self parking is offered for free at the hotel.

Is there a spa at MGM Hôtels & Résidences – Résidence Le Roc des Tours?

There is a full-service spa available for guests to enjoy and services include body wraps, couples treatments, and massages.

Does MGM Hôtels & Résidences – Résidence Le Roc des Tours have a casino on the premises?

No, MGM Hôtels & Résidences – Résidence Le Roc des Tours doesn't have a casino.

Will I find an indoor pool at MGM Hôtels & Résidences – Résidence Le Roc des Tours?

Yes, this hotel has an indoor pool along with a hot tub.

What amenities will couples enjoy at MGM Hôtels & Résidences – Résidence Le Roc des Tours?

There are plenty of amenities for couples at this hotel, including an indoor pool, a full-service spa, and ski-in/out access.

Does MGM Hôtels & Résidences – Résidence Le Roc des Tours have a hot tub?

Yes, this hotel has a spa tub.

Does MGM Hôtels & Résidences – Résidence Le Roc des Tours feature a restaurant that includes a breakfast menu?

No, MGM Hôtels & Résidences – Résidence Le Roc des Tours doesn't have a restaurant that serves breakfast.

Will MGM Hôtels & Résidences – Résidence Le Roc des Tours allow pets to stay free of charge?

Although they can't stay for free, pets are welcome at MGM Hôtels & Résidences – Résidence Le Roc des Tours for a fee of EUR 100 per pet, per week.

Does MGM Hôtels & Résidences – Résidence Le Roc des Tours have connecting rooms?

No, there aren't connecting guestrooms at this hotel.

How far is the airport from MGM Hôtels & Résidences – Résidence Le Roc des Tours?

The closest major airport to MGM Hôtels & Résidences – Résidence Le Roc des Tours is Geneva International Airport (GVA), which is about 24.4 mi away.

Are there rooms with balconies at MGM Hôtels & Résidences – Résidence Le Roc des Tours?

Yes, every guestroom at MGM Hôtels & Résidences – Résidence Le Roc des Tours comes with a balcony with some featuring mountain views.

MGM Hôtels & Résidences – Résidence Le Roc des Tours Reviews

Reviews

8.6

Excellent

Rating 10 - Excellent. 17 out of 27 reviews
Rating 8 - Good. 6 out of 27 reviews
Rating 6 - Okay. 1 out of 27 reviews
Rating 4 - Poor. 1 out of 27 reviews
Rating 2 - Terrible. 2 out of 27 reviews

9.2/10

Cleanliness

8.8/10

Staff & service

8.6/10

Amenities

9.2/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

10/10 Excellent

Pim

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Had a lovely week here in Grand Bo! The apartments are closely located to Floria chair lift, on top of that the spa is a great apres ski activity for the whole family!
Stayed 7 nights in Mar 2025

10/10 Excellent

Daniel

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Aug 2024

4/10 Poor

Samira, Guildford

Disliked: Cleanliness, property conditions & facilities
Stayed 9 nights in Mar 2024

10/10 Excellent

M

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

Roc

Great location close to some nice restaurants in a nice little village adjacent to a sherpa supermarket, great facilities short walk to the slopes
Stayed 7 nights in Jan 2023

10/10 Excellent

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location - the lower level is only a stone's throw from the ski lifts.
Stayed 7 nights in Feb 2020

10/10 Excellent

MF

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

Great facilities close to slopes

Very enjoyable stay. Modern, roomy apartment, excellent pool and fitness facilities.
Stayed 7 nights in Mar 2018

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

Highly recommended for a ski trip!

We stayed at Le Roc des Tours for 3 nights and absolutely loved it! Having stayed in a family room, we had brilliant views of the piste, and it was literally a stone's throw away from the ski lifts in Chinaillon. There's a ski shop right below the hotel, which makes it very convenient if you need to rent ski equipments. The ski school and supermarket are only a few mins walk from the hotel. Some of the best restaurants in the village are also just outside the hotel. As for the apartment itself, it is very modern and well-maintained, with everything you need if you choose to cook. You can even order fresh bread every morning from the reception! We also loved the fact that there's jacuzzi/sauna/steam room facilities in the hotel, although it can be quite packed in the late afternoons after the ski lifts shut. In all, we really loved the place, and would definitely choose to stay here again for our next ski trip!
Stayed 3 nights in Feb 2018

8/10 Good

Jens

Liked: Cleanliness, staff & service, property conditions & facilities

CGH high quality

Nice hotel - good amenities as all CGH properties have. Unfortunately we got an apartment facing the road and not the mountains so we will make sure to ask for mountain view next time, still not a bad view. Nice balcony but missing tables and chairs on balcony so you could enjoy lunch in the sun. Gym/Pool/Spa all great as usual CGH standards. Definitely recommend my friends to visit.

8/10 Good

Tony

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

Séjour de ski entre amis

Pas évident de se repérer dans l’établissement. Appartement confortable, mais manque de rangement pour quatre. Le départ au piste et le retour aux casiers très compliqué. Un grand escalier avec de nombreuses marches pas évident avec les chaussures de ski et le matériel.
Chambre
Télé dans la chambre
Salon avec tele
Coin cuisine
Stayed 7 nights in Mar 2025

10/10 Excellent

Céline

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Confort d'un appartement avec les services hoteliers en plus! Vue imprenable sur les pistes depuis la terrasse exposée sud...
Stayed 7 nights in Mar 2025

10/10 Excellent

David

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

De belles chambres au pied des pistes.

Nous avons reçu une chambre spacieuse avec un balcon donnant sur le pied des pistes. L'établissement est très agréable et bien équipé. L'ensemble est propre et bien entretenu. Le personnel est très accueillant et disponible. Enfin, les lieux offrent de belles possibilités d'activités. Je serai curieux de le tester en hiver...
Stayed 7 nights in Aug 2024

10/10 Excellent

Fabien

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 7 nights in Aug 2024

8/10 Good

Minh

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

Godt ophold i rolige og smukke omgivelser

Vi havde problemer med indtjekning, da den information jeg havde fået fra hotels.com var forkert. Receptionen var lukket selv om vi ankom indenfor det tidsrum, der var angivet. Vi kunne heller ikke komme i kontakt med hotellet. Heldigvis fik vi det løst til sidst og receptionisten fik os indkvarteret. Vi havde efterfølgende et behageligt ophold og er glade for de faciliteter, der var til rådighed. Beliggenheden var perfekt til gode vandreture og hotellet ligger i smukke omgivelser med gode muligheder for indkøb og restaurant besøg. Generelt er vi meget tilfredse men giver kun 4 stjerner grundet indtjekningen.
Stayed 3 nights in Jul 2024

10/10 Excellent

Céline

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Feb 2024

6/10 Okay

Angela

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Als wir ankamen und 3h auf unser Zimmer warten mussten,weil wir zu früh waren, konnte niemand an der Rezeption uns Getränke organisieren oder anbieten. Es gab eine Bar, die war zu, aber auch gegen Entgelt konnte wir leine Cola oder Wasser bekommen. Schade.

8/10 Good

Alexander

Traveled with group, Traveled with family
Liked: Staff & service, amenities, property conditions & facilities
Nah an der Piste. Moderne Ausstattung. Schöne Geschäfte und Lokale in der Nähe. Leider für 6 Personenwohnung nur ein WC.

8/10 Good

JEAN LUC

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
séjour convenable. déplacements vers piscine, spa et réception un peu complexe avec passages extérieures
Stayed 4 nights in Dec 2022

2/10 Terrible

Francois

Disliked: Staff & service, room comfort

Si vous souhaitez un séjour au calme FUYEZ.

Appartement absolument pas insonorisé on entends les pas des voisins. Infernal!!!! Nous avons également eu la chance d’être positionné en RDC face à un bar avec de la musique et DJ jusqu’à 2H du matin donc impossible de dormir et obligé d’aller acheter des boules Quies !!! Nous avons eu le directeur en ligne après deux relances auprès de la réception. Après avoir insisté, ce dernier n’a pas jugé utile de nous changer de chambre alors que la résidence n’était absolument pas complète ( séjour hors saison ). Apparement la satisfaction client n est pas leur problème … aucune solution ne nous a été apporté donc ce n’est pas la peine de faire vos remarques celles ci ne seront pas prises en compte. Les commentaires fabuleux proviennent probablement de personne n’ayant jamais mis les pieds dans un 4 étoiles. De plus, pas de savon pendant plusieurs jours ni solution hydroalcoolique dans le spa alors que la douche savonneuse est préconisée en cette période… Je doute donc de la propreté de cet espace.Piscine et bain bouillonnant froid Pour rejoindre l’espace SPA , local ski… c’est un labyrinthe il faut changer d’ascenseur et d’étage voir même de bâtiment en passant par les parking ou même l’extérieur Bref séjour gâché par ces diverses nuisances. A partir de 20 h il n’y a plus personne à la réception mais surtout aucune possibilité de joindre qui que ce soit et pas de veilleur de nuit A fuir si voulez vous relaxer après une journée de ski !
Stayed 7 nights in Jan 2022

2/10 Terrible

Verified traveler

Traveled with partner
Liked: Cleanliness, staff & service
Appartement langs een lawaaierige straat aan noordkant
Stayed 7 nights in Jul 2019

10/10 Excellent

Selma

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

Utrolig sted

Utrolig flott sted! Vi hadde et opphold på 2 dager i begynnelsen av juli. Stedet er super rent. Her kan man spise bra samt nyte utsikten på de Alpene. Mye for pengene om sommeren.
Stayed 2 nights in Jul 2019

10/10 Excellent

Ollivier

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

Belle résidence bien placée!

belle résidence, moderne, jolie, et bien placée. Taille raisonnable qui la rend aussi agréable. Un coté de la résidence donne sur le bas des pistes, l'autre sur l'artère vivante du village, donc l'emplacement est idéal.
Stayed 2 nights in Mar 2019

10/10 Excellent

Bastien

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 7 nights in Mar 2019

8/10 Good

Verified traveler

Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service

Nice facility with good location

Very nice, new and clean facility. Good value for money. Nice spa. Nice room with good view. Good location in village Chinaillon and easy access to slopes. Bakery products can be ordered to reception (even the price couldn’t be told but it was cheap). They have elements to be excellent, but... Service had some oddities. We tried to ask from reception tips to bus trip to La Clusaz - they kind of tried to help with several people but really didn’t. We missed first bus to Clusaz cause ski locker wasn’t open in the morning and hotel didn’t have access to locker at all by themselves. It would have been easy to tell this while telling routes... Also payment process lags - no final invoice received after 2 weeks and payment is not settled even I paid with valid MasterCard. Overall I feel pretty satisfied with little reservation. If you are a Frenchmen everything is likely easier. We might had just bad luck but I recommend to mentally be prepared a be flexible.
Stayed 7 nights in Feb 2019

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Superbe résidence tout confort au pied des pistes au Grand Bornand Chinaillon. Accueil professionnel et très agréable.
Stayed 7 nights in Dec 2017

10/10 Excellent

stéphanie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort