AC Hotel Paris Porte Maillot — Attraction in Paris

Had 2 rooms booked under my name. My family was on a different flight than I was. We took a delay due to weather so arrived later than planned. I messaged the hotel via the app to see if they could allow my sister to check in. They said it wasn't possible. I advised my sister. They decided to drop their bags off and someone working the front desk checked them into one of my reservations, thankfully. I arrived a few hours later and check into the second reservation. We were on a 2 week family European trip. My expenses were on my business Bonvoy AMEX while her expenses were on my personal Bonvoy Amex. Therefore, I replaced the credit card on my second room with my personal AMEX. The agent who checked me in was truly the only pleasant agent I interacted with. She was extremely professional and kind. She even recommended The Heavenway restaurant, which was by far the best restaurant I dined at in Paris. You must try their mushroom risotto and caesar salad, truly spectacular. The front desk agent was kind enough to upgrade my partner and I to a more spacious suite, which I appreciated. She asked if I preferred welcome points or breakfast for my status. I originally opted for breakfast, but then realizing our departure time, changed it to points. ||The room was of good size. Water pressure was very decent for Europe. AC worked well and kept the room at a comfortable temperature. The hotel has recently gone under a renovation so everything felt clean and crisp. It was a pleasant surprise as their photos on the Marriott site did not reflect that at the time of booking, though they do now. The renovation was well executed. Surprisingly, even the towels felt new. The ||Issues occurred that evening when I attempted to use my mobile key to access my room and noticed my second room was no longer under my Bonvoy account. I messaged the property and they informed me the second reservation was now under my sister's name. I explained the reservation was under my name, I was simply trying to allow her to check-in prior to my arrival, to which they originally declined. They then replied she supplied her own credit card, to which I wasn't eligible for points, which is true under Marriott's terms and conditions. I then explained i supplied a new credit card at check-in, which replaced hers. They were unconvinced as the numbers didn't match. I explained I had 3 AMEX's and my charges were going under my business amex and hers were going under my personal. They asked me to come down and show both cards ending in the last numbers they had on file were under my name. I obliged. The two females I spoke to at the front desk were confused when I went downstairs. I explained what happened via the chat line on their app and they verified both credit cards were under my name. They advised me they were going to add the second reservation back to my Bonvoy account and change the name back to mine, which did occur. Once I was back in my room, everything they promised, transpired. About an hour later, I noticed the reservation was no longer under my account once again. I called down and this time received a gentleman, who explained he wouldn't be giving me credit for the second room. I explained everything that happened that evening. He was extremely dismissive and kept cutting me off before I could even finish what I was saying. I was attempting to advise him I was very familiar with terms and conditions as I've been titanium for 13 years but he wouldn't allow me to speak. I finally hung up and texted via app asking for the general managers email. I was provided an email that was supposedly for the front desk manager. I then asked for the general managers email again, to which they finally provided. ||I never received credit for the second room, which I paid for. I never received my welcome points, to which I'm now owed compensation. I've emailed both the front desk manager and general manager's email that were provided to me, both which are invalid. I've literally never experienced such shoddy nor deceptive staff in my life. I've been titanium for the last 13 years and spend over 100 nights a year at Marriott and over 40 nights at Hilton. This was by far the worst experience ever. My family is scheduled to stay here again in October. I will reconsider moving them to another...

Had 2 rooms booked under my name. My family was on a different flight than I was. We took a delay due to weather so arrived later than planned. I messaged the hotel via the app to see if they could allow my sister to check in. They said it wasn't possible. I advised my sister. They decided to drop their bags off and someone working the front desk checked them into one of my reservations, thankfully. I arrived a few hours later and check into the second reservation. We were on a 2 week family European trip. My expenses were on my business Bonvoy AMEX while her expenses were on my personal Bonvoy Amex. Therefore, I replaced the credit card on my second room with my personal AMEX. The agent who checked me in was truly the only pleasant agent I interacted with. She was extremely professional and kind. She even recommended The Heavenway restaurant, which was by far the best restaurant I dined at in Paris. You must try their mushroom risotto and caesar salad, truly spectacular. The front desk agent was kind enough to upgrade my partner and I to a more spacious suite, which I appreciated. She asked if I preferred welcome points or breakfast for my status. I originally opted for breakfast, but then realizing our departure time, changed it to points. ||The room was of good size. Water pressure was very decent for Europe. AC worked well and kept the room at a comfortable temperature. The hotel has recently gone under a renovation so everything felt clean and crisp. It was a pleasant surprise as their photos on the Marriott site did not reflect that at the time of booking, though they do now. The renovation was well executed. Surprisingly, even the towels felt new. The ||Issues occurred that evening when I attempted to use my mobile key to access my room and noticed my second room was no longer under my Bonvoy account. I messaged the property and they informed me the second reservation was now under my sister's name. I explained the reservation was under my name, I was simply trying to allow her to check-in prior to my arrival, to which they originally declined. They then replied she supplied her own credit card, to which I wasn't eligible for points, which is true under Marriott's terms and conditions. I then explained i supplied a new credit card at check-in, which replaced hers. They were unconvinced as the numbers didn't match. I explained I had 3 AMEX's and my charges were going under my business amex and hers were going under my personal. They asked me to come down and show both cards ending in the last numbers they had on file were under my name. I obliged. The two females I spoke to at the front desk were confused when I went downstairs. I explained what happened via the chat line on their app and they verified both credit cards were under my name. They advised me they were going to add the second reservation back to my Bonvoy account and change the name back to mine, which did occur. Once I was back in my room, everything they promised, transpired. About an hour later, I noticed the reservation was no longer under my account once again. I called down and this time received a gentleman, who explained he wouldn't be giving me credit for the second room. I explained everything that happened that evening. He was extremely dismissive and kept cutting me off before I could even finish what I was saying. I was attempting to advise him I was very familiar with terms and conditions as I've been titanium for 13 years but he wouldn't allow me to speak. I finally hung up and texted via app asking for the general managers email. I was provided an email that was supposedly for the front desk manager. I then asked for the general managers email again, to which they finally provided. ||I never received credit for the second room, which I paid for. I never received my welcome points, to which I'm now owed compensation. I've emailed both the front desk manager and general manager's email that were provided to me, both which are invalid. I've literally never experienced such shoddy nor deceptive staff in my life. I've been titanium for the last 13 years and spend over 100 nights a year at Marriott and over 40 nights at Hilton. This was by far the worst experience ever. My family is scheduled to stay here again in October. I will reconsider moving them to another...

Update after owner review:

Not sure where you have proof of me being in the reception at 10:07, as my flight would have not landed. Ridiculous.

And best thing about the management of this hotel was they will disable your key so you cannot get into your room.

On my return which I assumed they wanted to have proof of the window open they locked my room and my passport inside.

Gladly I took a video that proves the window was closed on my return, hence the AC is having issues, and that my room was disabled.

Appalling behaviour and will create a formal complaint with Marriot.

Original review:

I am penning this review following an exceedingly disappointing stay at the AC Hotel by Marriott Paris Porte Maillot. As a steadfast Marriott patron and member of their esteemed Loyalty Program, my recent experience fell far short of the standard that I have come to associate with Marriott brand hotels.

My grievances started with the disregard for my request for a room upgrade. Being a member of the Marriott Loyalty Program, I was entitled to this perk, but the hotel ignored my privilege, providing no valid justification. This not only belittled my Loyalty Program benefits but also cast a negative shadow on my overall stay.

Adding to the list of disappointments was the failure to accommodate my request for a high-floor room. Instead, I found myself relegated to a lower floor room, uncomfortably close to a noisy thoroughfare. The incessant road noise hampered my peace and proved detrimental to a good night's sleep - a basic expectation from any hotel stay.

Compounding the displeasure was the issue with the room's air conditioning system. The AC was faulty and did not provide the necessary cooling, making the room uncomfortable. A fully functional AC is a basic amenity that I expected to be in working order during my stay, and its failure only added to my discontent.

However, what I found most disturbing was the response from hotel management. When I voiced my concerns, I was met with startling indifference. The hotel manager refused to engage in any meaningful dialogue, exhibiting a stark lack of customer service. The dismissal of my complaints, especially from a Loyalty Program member, starkly contrasts with the reputation of service excellence Marriott usually upholds.

In conclusion, my stay at the AC Hotel by Marriott Paris Porte Maillot was profoundly disappointing. The neglect of my Loyalty Program privileges, the noise disturbance, the faulty AC, and the poor customer service, significantly tarnished my perception of Marriott as a brand.

I implore Marriott to seriously consider these issues and rectify them promptly. No future guest should have to endure the same setbacks. My confidence in the brand has been...