A Pattern of Failure, Culminating in a Threatening and Hostile Incident…read moreWe are returning guests this was our third stay at Hotel Peter & Paul, always booking two rooms. That loyalty, unfortunately, has been rewarded with increasingly poor service and, on this visit, what I can only describe as threatening and hostile behavior from staff directed at my husband.
Upon arrival, check-in was delayed by over an hour and a half, with no apology, no explanation, and no offer of any accommodation or goodwill gesture despite having traveled through the night. Staff attitudes throughout this interaction were dismissive and unwelcoming. We ultimately had to request a room change for our daughter ourselves, as no one offered any solution.
Throughout our stay, housekeeping had to be requested every single day. It was never provided proactively or consistently, which is a fundamental expectation at any property, let alone one with Michelin recognition.
The final incident is the reason I am compelled to document this review carefully. I had confirmed a late checkout of 12:00 PM. At 11:00 AM, a housekeeper entered our room without warning. My husband, who was about to shower, was not dressed. I immediately informed her that we had a late checkout. Rather than apologizing for the intrusion, she began yelling at my husband accusing him of not confirming the late checkout while he stepped back and closed the bathroom door to shower. What followed was deeply alarming: she proceeded to scream in the hallway, audibly using profane and degrading language about my husband, including obscenities, loud enough for other guests to hear.
When my husband exited the room to address the situation calmly, a male staff member appeared and began yelling at and threatening him telling him how to "behave" and "act" as though we were the problem. This is a guest who said nothing, did nothing inappropriate, and was in his own room during confirmed late checkout hours.
This conduct a housekeeper screaming obscenities in a hotel hallway and a male staff member physically confronting and threatening a guest is not a service failure. It is a serious incident that warrants formal documentation and escalation beyond a review.
We have stayed at hundreds of properties across decades of travel. We have never experienced anything remotely like this. For a Michelin-recognized hotel to employ staff who behave this way toward paying, repeat guests is simply indefensible.
We will not be returning, and we strongly encourage management to review the conduct of the individuals involved on the date of our checkout.
