I had to go to Paris for two days for business and I decided to stay one night at this hotel. I arrived at 11 and they told me that the room was still busy, so I should come back around 15h. I came back around 16h and they offered me a coffe while my room was "getting ready". Finally, around 17h they told me that actually they didn't have any room available, although I had booked the room through their homepage and I had an email from them with the corresponding confirmation. Being already late, they offered to accomodate me in another hotel from the same group, which was a lower category one and where I got the worst room I ever had in a hotel. Being so late I didn't have much choice, but the lady from Hotel O told me that as a compensation I could get a drink at their bar. They have good reviews, because it's new, but negligence like this will destroy their reputation quite fast if they don't improve. To top the list of bad experiences one of the employees called Etienne was arguing with another one called Alex in front of 4 passengers. The one called Alex tried to keep face, but it was an uncomfortable situation that they should also avoid. Last comment I will add is that while having a coffee waiting for the room one of the managers passed by and asked "Is everything ok"? I answered "not really" and he just kept walking...why to ask, I wonder. You have only one chance to give a first impression, never forget that.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 16, 2013
Dear Sir,
I have to say that I have been very sorry to read your review and so for the following reasons:
As you said when you came back to check in we proposed you a coffee as we were trying to find an appropriate solution as we were trying to repair the sliding door which is separating the toilet from the room. We had a shooting from a famous magazine and they broke the door and as you were two persons occupying the room it was problematic. What you do not say in your feedback is that we explained you the problem and we proposed you to have the room for free as we were not happy to propose a room with the door of the toilet broken and as we were fully booked that night. You refused to come up with us to check the room to tell us whether it would be still ok for you or not. That is why we proposed to accommodate you in another of our hotel, which is just 2 minutes away from the hotel O. Hotel that has been completely renovated and redecorated just a year and a half ago. As at your check out you told them that you found the room pretty dark they arranged to make you see other rooms as for you to have an overall picture of the different types of room and display. I have to tell you that they did their best as they wanted you to leave the hotel with a better opinion on what we are proposing and they were very disappointing to see how you qualified their establishment.
You are right the receptionists that you are talking about should have never let you feel that they did not agree on the way to deal with the problem encountered in the room. However, it show that they are very concerned with our guests satisfaction.
I was the person that did come to ask you whether everything was fine while you were waiting for your coffee to be served. I did not know at the time that you were the person waiting for the room. But again as we really want to make sure our guests are having a good time we tend naturally to enquire about them. Your answer was “not quite yet” and as my colleague was preparing your coffee I thought that you were referring to that. You did not have an attitude or sayings that would have suggested in any way your dissatisfaction. I would have been more than happy if I knew to make my best to sort out the situation.
Sincerely yours,
Bruce Ziesler
Hotel manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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