We booked this hotel for overnight stay on transit to Italy and I wanted to stay in a French hotel since we rented apartment for our stay in Paris in the past. When we arrived, we heard the concierge telling another man the WIFI was not working and he asked for the manager and were told even the manager could not help him. He tried to cancel his reservation but was told no. We were not informed about the WIFI until I brought it up during check in. I wanted to check into another hotel and just leave our reservation because I don't think I could cancel it, but I was told the whole area had no WIFI so no point doing that. I told the concierge my husband needed the internet for work and if we could use the business center's computer, that would cost us. I said it was only fair for us to use it without a charge since the WIFI was down and we booked the hotel because of the WIFI and my husband needed it for work. The lady said she will check with her manager and meanwhile we could go to our room. We got a call and said yes, we can use the computer but to find out when we went down that we could use the one in the staff lounge and we needed to get a key each time we went in. When we headed out to the Roissy neighborhood, we found lots of american chain hotels just across and walking distance from each other and I decided to check out if the WIFI was really down. Nope, they all had WIFI. We went back to the hotel and it was another lady there and she told us we were being misinformed, WIFI was down in the area couple of days ago but Mercure was the only one with out it ! We thought we could use the staff room computer, and just left it because it was difficult to talk to the front desk when when there is a language barrier and I was too tired to pack up and move by then.
When we tried to use their computer, it was so frustrating because everything was in French despite my husband's little French from high school and the keyboard was different. We tried our keyboard and made no difference. We just hung around the staff room and there were people coming in wanting to use it too , so we logged off to let others use it and my husband had to go back and forth to check on emails and could not call into work because we were planning to skype work and facetime family! The same man who wanted to cancel his reservation was so upset because he had cables with him but he was not able to use them either and he needed it for work as well.
I hate stereotyping and we had great experience with French people and most of them were so helpful, but with this hotel, I felt like " too bad for you, nothing I can do" !! This is a hotel near an international airport, you would think their customer service is up to certain standard!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Well, Thanks for taking time to leave a comment regarding your stay in our hotel.
As far as I remember, we had indeed a breakdow with the Wifi, due the recent extraordinary storm and the supplier had lots of trouble to make it work properly.
Accept our deep apologize for this unfortunate experience regarding the Wifi.
Looking forward to welcome you again, feel free to contact us for your next reservation I remain at your disposal.
Room Division Mgr.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.