Let me begin by saying that I have stayed in “boutique” hotels in other large cities, so I expected smaller rooms, dated décor, etc. And although I feel that the Frenchmen could make some updates (neater paint, hang curtain rods so that they are not slanted, fix the hole in the wall behind the door, replace the missing smoke detector) to improve the overall look of the establishment, that’s not really what upset me about my stay at the Frenchmen. All those items could easily be overlooked and dismissed (or repaired). We had a large group that traveled to the hotel for a friend’s birthday. We had at least five rooms at the hotel, and I believe most people were satisfied with their rooms. The other rooms that I visited throughout the weekend seemed just fine. Unfortunately, I can only review the room that I was given and the service I received. I booked the room (a “suite”) online several months in advance. There was apparently a glitch and my credit card was not charged. I noticed the error when I received the confirmation email so I immediately called and had the situation corrected. I spoke with Kenesha and she was very helpful and very nice. I confirmed with her that two married couples would be sharing this room and she assured me that the room had adequate space and accommodations for four adults. I called back a few weeks later and extended our stay to three nights. Again, the staff was super helpful and I once again confirmed with them that this room was to house four adults for the time frame requested. I was again assured that it was adequate. The website indicated that there was a queen size bed in the loft and a sofa bed in the downstairs area. My husband and I volunteered to sleep on the sofa bed since the other female in our group was six months pregnant during our stay. I’ve never slept on a sofa bed that wasn’t uncomfortable, so we prepared ourselves. What we did not expect upon our check in was a room that had a queen bed in the loft and a very small faux leather futon in the downstairs area. When the futon was unfolded it was perhaps almost as wide as a full size mattress, but was not even long enough for my 5’7” height. My husband is almost 6’3”. (I have included a picture of my brother who is approximately 6’1” lying on the futon in our room). With the futon, we were provided one pillow and one blanket, no sheets of any kind. I immediately went down to the front desk and advised that the room we booked was supposed to have a sofa bed, not a futon. The girl at the front desk then very robotically repeated to me several times that my room indeed had a “sofabedfuton.” I agreed that my room had a futon, but explained that I do not believe a sofa bed and futon to be the same thing. Never at any point did she say “I’m sorry that you’re unhappy” or acknowledge my complaint in any way. She just repeated that a “sofabedfuton” was in my room. So, I decided to give her an out and make my own suggestion as to how she could fix this situation. I told her that I would use the futon if she could provide my husband with a cot for no additional charge. She then advised me that she would check to see if she could find a cot for me, but that there would be a daily charge. At this point I admit that I became so frustrated that I was rude. I asked her if I could speak to her manager. She said he wasn’t there. Another guest then showed up to check in and she showed them inside. She came back to the counter where I was waiting to leave my number for the manager and she just stared at me. I asked again if she could have the manager call me. At that point the phone was ringing. She turned away from me and answered the phone. I was so frustrated that I picked up a pen and wrote my cell number across the top of our receipt which was still lying on the counter and slammed the pen down. Management, please pull the receipt and verify this if you need to. I have never encountered such poor customer service in my life. I’m sure she is a very nice girl, but she could benefit from some training in basic customer service skills. I went back to my room and fumed for a while. Finally, another front desk worker called our room. I explained the situation to him and he robotically recited the “your room has a sofabedfuton” line. I told him I’d heard that before and he confirmed that that’s what management had told them to say in this situation. I let him know that the website very clearly stated “sofa bed,” not “sofabedfuton.” I did not get his name, but he was much nicer and acknowledged my complaint and advised he would discuss with a manager ASAP. He was calm and helpful despite the fact that I was almost belligerently angry at this point. As I mentioned earlier, we went into this with expectations on the low end of the spectrum. But I feel that the hotel’s website and staff misrepresented this room both on the website and in my phone conversations with them. This room is NOT adequate for two adult couples. Since every hotel room in the city was booked the weekend we were there, we had little choice but to stay at the Frenchmen at that point. The young man I spoke with on the phone was able to bring us a queen size air mattress to use during our stay and did not charge us extra for it. The air mattress was fine and probably ended up being more comfortable than a sofa bed, but I do not like being mislead about what I am purchasing. A few other issues we encountered…..The sheets that accompanied the air mattress were stained and housekeeping did not change them during our three day stay. We also had to ask for the correct number of towels every day. Despite booking a room for four people and reminding the front desk of this, we never had four of anything left in our room. And they never left the same number of towels/washcloths. We also ran out of Kleenex and bottled water the first night and neither was ever replaced. I think it may help the housekeeping staff to be provided a checklist of items to replenish and restock. We also had a gigantic waterbug type critter visit us the last morning of our stay (pics provided). I understand that NOLA is swampy and buggy, so I tried not to be super freaked out about it. My suite mates confirmed that it was NOT a roach, so that was comforting. We also found out when we returned to the hotel that first evening that the front door requires a passcode. Everyone else in our party received the code at check in, but it was not mentioned to us, nor were we provided any wi-fi information. At the end of the futon issue, the manager was willing to speak with me, but I did not feel like dedicating any more of my celebration weekend to the “sofabedfuton” issue. I wanted to move past it and enjoy the time with friends and family. I REALLY wanted to like this place. It was recommended to me by friends and the location is awesome. Other people mentioned the noise, but room 212 is in the back. We could hear the music and talking, but it wasn’t loud enough to keep any of us from sleeping. This place has SO much going for it, and some of the stuff above may seem nit-picky, but when you combine all these little problems and inconveniences with the “sofabedfuton” issue, it made for a really unpleasant stay. As I mentioned at the beginning, others in our party had great experiences with both their rooms and the staff. Since I can only base my review on my own personal experience I, unfortunately, cannot recommend that anyone stay in the loft suite at the Frenchmen Hotel.
Queen loft suite will not comfortably sleep 4 adults
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.