Hello,

I would like to share my recent experience at the Pullman Paris Tour Eiffel, a three days stay.

We arrived at the hotel yesterday at 2:30 PM and completed the check-in and payment for our stay. However, we were informed that key collection and room access would only be available from 4 PM, not 2 PM as we initially understood. The hotel took our phone number, promising to send a message as soon as the room was ready, assuring us they would try to prioritize our request.

To pass the time, we went to the hotel restaurant for lunch. The restaurant staff was very welcoming and friendly, just like the first person who greeted us at check-in. At 3:57 PM, we left the restaurant to return to the reception to collect our keys. To our surprise, we were asked if we had received the message indicating our room was ready. Having not received any message, I explained that we were informed the keys would be available no later than 4 PM.

Unfortunately, the receptionist, who was quite unwelcoming, tried to dismiss us to attend to other guests. Insisting that we were tired and had a very long flight and needed our room, she asked us to wait for the message and only she can do is offering us a drink ticket as compensation. With no indication of how much longer we would have to wait and the receptionist’s insistence that we leave the counter to allow her to serve others, I decided to send a complaint email to the hotel, which remained unanswered at that time.

The receptionist insisted further that we leave the counter, and I informed her that I would not leave until I finished my complaint, asking if it was not my right as a guest. She agreed and left her post, returning only four minutes later with our keys!

Once we received our keys, the receptionist asked for our luggage ticket, which we handed over immediately. Upon entering the room, we noticed an additional bed along with the king-sized bed we had booked. After waiting over 30 minutes without our luggage arriving, we had to call the concierge to retrieve them.

A few minutes later, Mr. Mohammed, an extremely kind employee, brought our luggage. He also removed the extra bed from the room with great professionalism and kindness.

What somewhat made up for the initially disappointing reception was the kindness and professionalism of staff members like Mohammed and a Malian employee at the hotel entrance, as well as the restaurant staff, notably Dave, Clara, and Naima.

In conclusion, I strongly recommend that the hotel management review the treatment of guests at the reception. The reception is the first point of contact for guests with the hotel and sets the tone for the first impression, which can be either good or bad. Remember, you never get a second chance to make a good first impression.

Sincerely,