BELONGINGS STOLEN + Inconsistent Service.
NOT WORTH IT! THEFT was a violation of trust and safety. No resolution is why I will NOT be going back.
I have stayed at this property for YEARS and put up with many random but upsetting service issues which I let slide because the property IS beautiful/ recently renovated and the location is my favorite, I have also recommended this to countless people for those reasons.
That said, SERVICE is 50/50; some people are amazing, other times, it is a miss.
I was in Paris for a work trip during Fashion Week. My partner + I had 2 Fashion Show invitations in our room which came with a leather gift inside (we had ours on either sides of the room).
The evening before our departure as I was packing, I had a 3rd invite I was taking back for a friend who had an issue with her invite delivery so I was to pack it with me.
When I stacked my invite box + hers, I noticed one was significantly lighter. I initially thought there was a vendor issue with the maker of the invite (I was going to complain to our Events team that the cardboard was thinner on one versus the other). When I opened my box to see how the construction was different, I was shocked to find the leather gift was no longer inside my invite box.
I asked my partner if he took it and he said, of course not. Bewildered, I immediately told him to check his, and when he did, we were absolutely shocked to discover his was missing too.
I called the reception and asked they immediately connect me to a Manager because 'THERE IS A THIEF ON THE PROPERTY'.
I told the Manager exactly what happened. While they responded apologetically and said they take these types of matters very seriously, what happened afterwards was NOT REFLECTIVE OF THIS.
While the value of the leather items may not have been much, aside from sentimental value, I started to cry because I felt VIOLATED that SOMEONE I DID NOT KNOW HAD GONE THROUGH MY BELONGINGS. It also showed THIS PERSON WAS BRAZEN because they went INTO our belongings and STOLE BOTH my partners and my things which had been on opposite ends of the room.
We did not have the things out in the open for someone to steal (which would NOT make it ok but these items were INSIDE A BOX with our names on them!), this person clearly felt comfortable enough to do this and you also don't expect this to happen in what is considered a luxury property, that also charges as much as they do for a room.
I checked my room for anything else that was missing but I was so shaken I only checked for the most important things like my passport, a watch + engagement ring- all of which I had. Although, I noticed a handbag which I had placed in my closet had been sifted through.
The next day when checking out, the Guest Relations Manager apologized to me for my experience and wanted 'offer me a complimentary night on my next stay'. I told her I appreciated it but WANTED A FOLLOW UP WITH A FULL REPORT OF THEIR FINDINGS because THIS WAS A SERIOUS VIOLATION OF MY TRUST AND SAFETY. I wasn't sure I would feel comfortable to return.
Listen, I am very aware these things happen, but HOW incidents like these are handled by Management TELLS YOU EVERYTHING YOU NEED YOU KNOW.
Approx one week after I left, the GRM sent a message to say they had organized a replacement of the leather gifts with the luxury brand I work with, which was a kind gesture.
3 weeks after I left, I had to FOLLOW UP up and ask for the status. I was informed "after an in-depth review, including the analysis of surveillance footage, electronic lock records, and interviews with our service teams, we regret to inform you that we were unable to reach a conclusive finding regarding the disappearance of your belongings." And "as a token of our gratitude, we would love to extend a special invitation for one night in YOUR USUAL BEDROOM CATEGORY upon your next stay"
THANKS BUT NO THANKS
Sure the rooms are nice and I love the location BUT AT WHAT COST?
There's a lot of other options in Paris.
It's only a matter of time before the person who stole from us, WHO THE HOTEL DID NOT CATCH, will likely steal again and I am not going to be there when they do.
NEEDLESS TO SAY, I HAVE NO PLANS TO RETURN TO THIS HOTEL. read more