Canopy by Hilton Paris Trocadero

1-Star Budget Hotel Experience, 5-Star Hotel Pricing, Special Gifts Incl. 1-Star Staff Attitude, Rude Sending off, Unexpected Late Check Out Fees & Threats of More Charges

Airport Luggage Trolleys in the Lobby Under the Self-claimed “Luxury Hotel of 2022” Banner is The Most Memorable Image

1: A Hilton new silver member (couple) wanted to try more of the Hilton, paid over 700 euros for a two nights double room. Checked in at 8pm and were allocated to a double room, but we found a “extra child bed” in the room. When asked to remove the bed, the hotel staff did not clean the floor After and it was full of dusts and extremely dirty and this was not cleaned during the two days stay despite three separate room cleaning.

2: This self branded “luxury 4-star” hotel is mostly self service with things like using airport style trolleys for taking four pieces luggages to the room ourselves with zero help, as the hotel has no concierge services. Basic things like water is self-refill with a small bottle from hotel reception, and normal hotel services stops at around 10pm, and regular things like toilet rolls and tissues were not being replenished during daily room cleaning, which was very unexpected for a Hilton 4-star hotel.

3: This is my first Hilton Honors experience and this experience feels similar to Marriott Bonvoy’s Moxy brand which is a more budget and youth focused chain, but Moxy doesn’t brand itself as “the best luxury hotel”, and Moxy is half the price.

4: The roof top bar was closed during the entire stay, however it was open for some sort of “private party” disco/nightclub party to maybe staff or third parties, and were not open to any hotel guests.

5: Confusing Late check out fee: the late check out policy was not explained clearly until when we were leaving the hotel to catch our flight. As we had a meeting for final day at 11:00 am, we asked front desk lady, who kindly agreed to extend the checkout, we came back a bit later just after 1pm due to Paris bad traffic jams and informed the front desk we will be checking out shortly and when we checked out just after 2pm. We were struggling to use the airport style self-help trolleys carrying four pieces of luggage from room to downstairs. Instead of offering help with the luggage during check out suddenly another very unfriendly & unhelpful front desk male staff who have a stone-cold attitude became confrontational and said because we are only silver, we could not check out after 1pm, and he is going to charge an 50 euros late checkout fee despite other staff already allowed late check out. When asked if he would check with management or customer services he said he doesn’t mind us contacting but will charge us first regardless, while threatening to charge a whole day rate due to our late check out.

Because we were catching a flight so we did not have time to question this “surprise farewell gift”, but this is the first time this happened to us for any hotel loyalty program, this never happened with Marriot Bonvoy, IHG, Hyatt Hotels we stayed with before, as normally these charges are stated clearly and informed well in advance and not ad hoc And this stone faced male staff (forgot to note down his name) definitely ruined all the little goodwill other hotel staff worked hard to build with us during the stay.

6: To summarise, apart from the hotel has a slightly bigger room and outside street have a clear view of the tower, your are paying for a budget hotel holiday inn style (maybe worse) experience, despite the hotel proudly displaying “best luxury hotel in 2022” badge at front desk which must be a funny joke.

7: With this first horrible Hilton experience, the 2-day experiment definitely damaged our confidence in Hilton program. We stayed in Hoxton hotel Paris before Hilton Trocadero, and Hoxton was cheaper, better location, and much much better services with more helpful staff. There are many hotels nearby with similar priced with better services, so next time we probably will go back to Marriot, IHG, Hyatt and Hoxton hotels as they have better consistencies.