In our summer travelling Europe, we arrived our last stop to Paris. We had booked and PREPAID a standard room with an EXTRA BED in Mecure Gare De Lyon Lyon for 3 nights from 29 Aug 2012. What a bad luck! We were stuck with this hotel room division manager Geremi Aubreit who refused us room check-in. Geremi’s rationale was tough but simple. We were four persons but the room was specifically catered for at most 3 persons only.
We had four persons, my wife, two kids and I. . All of our hotel booked rooms as listed below along the trip were in same pattern arranging a standard room with an extra bed. Strictly speaking, we understand well that such room only caters for 3 guests only. Considering the fact that our kids were 9-year twin, it was appropriate staying together in same room as possible. Most of hotels close to train station, that we preferred, always had the most biggest room catering for 3 persons only. We still chose to book 3-bed hotel room close to train station.
• Courtyard Munich Centre
• Mercure Strasbourg Gare Centrale
• San Giorgio And Olympic in Florence
• Scandic Grand Palace at Brussels
• Residhotel Lyon Part Dieu
I would say these hotels always taking empathy minded and considered customers’ needs as top priority.
For this hotel room division manager Geremi Aubreit. Apparently, our young kids were not his concerns but only stick to his supreme room guest limitation principle. Instead, the front desk advised us to move their fellow hotel Novotel Paris Charenton. I strongly disagreed as I had planned staying at Gare de Lyon which best suited our needs.
We arrived hotel at 9:00 pm but no compromise was made up to 11:00 pm. Most terribly, Geremi showed indifference even he heard my kids crying in panic. To my surprise, higher grading hotel always proud of its best customer care concern. That was the first time I’d had such terrible check-in experiences. Likely it was completely arised from Geremi management style which I could read my front desk officer response. And I have no wonder that hotel management would endorse and support to such management style.
Suffering up to 11:00 pm just left us on the lobby disallowing us check-in. I finally conceded and decided that only my wife and kids staying in the room. I planned staying in those pension just opposite to Gare de Lyon which I was familiar. So we had only 3 persons staying. That should be fully in compliance with Hotel Mercure maximum guests rule. Geremi understood our decision and changes. To my shock, Geremi still refused to let us check-in. His answer was simple. He just said he saw us four persons. No other reason. At the same time, other front desk officer including Safaa and Michael on duty that night also understood my concession that we changed plan only three persons staying in the room. Yet Geremi still insisted Safaa not let us check-in.
Mecure had the right to take hotel interests over customers’ needs. But NO SUCH RIGHT to refuse three guests staying a prepaid 3-person room. No question that was a room booking default case. We’d prepaid and booked a standard room with extra bed at Hotel Mercure Gare De Lyon for 3 nights and finally the hotel failed to allow 3 guests check-in. My kids felt panic and cried. Geremi disregarded this without any mercy and simply left us at lobby. We stayed up to 11:00 pm. It was late. Without better option, we were forced to accept relocation to hotel Novotel Paris Charenton with anger. Overall our mood had been spoiled. Staying in Charenton caused us much troubles and time. Furthermore, it had also caused us much worries of security staying there with my kids.
For later complaint purpose, I put down all the facts in handwriting and asked Geremi to sign and confirm two days later. What a chick! He orally confirmed those facts what I put down but refused to sign it. Really what a lousy local hotel manager I’d firstly met in my over 20-year both business and leisure travel. It also spoiled my impression of Accor hotel group customer service. I understood like Geremi such kind of manager might be only a few in the whole Accor group. But even have ONE is still FAR MORE. Suffering from such hotel manager torture, I don’t think we would stay in any of Accor hotel again!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking time to post your comments and I am sorry for this misunderstanding.
As you mentionned you booked a room for 2 adults and 1 child and you arrived with 2 children.
In Paris the Police Department delivered to our property a permit with some rooms for 3 not more and we have to respect it. On our description list we have no sign regarding room with 4 people.
I understand your disappointment, that's the reason we found you the only hotel of our group available this night with room for 4.
We always take interests' customers when they stay in the law way. Some Mercure Hotels have rooms for family as Novotel, you will find it on the list of our hotels with a sign Family offer.
Hope to keep your confidence with our hotels.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.