Hilton Paris Charles de Gaulle Airport — Hotel in Le Raincy

So I left my wallet in my room, yes it’s definitely my fault for not checking the room more properly before leaving but accident happened. I didn’t realise it until I was home the next day when I was repacking my bag and immediately sent an email to the hotel and the hilton group CS email.

I received a response from the hilton group fairly quick. I arrived home on 16th Jan, paid the delivery charges on 17th Jan and I am still waiting for my wallet to this day. And why you ask?

I’ve provided my address through the payment system, I was told I’ll be provided a tracking link and nunber but none of it happened until I’ve emailed the hotel twice. I finally got a tracking number, not a link nor the carrier being mentioned in the email on 31 Jan.

After more than a week without receiving my wallet, I checked the status of the shipment and it was stated that it has been returned to the sender on 1st Jan. (Wonder what took the hotel this long to provide a tracking number?) I sent an email to the hotel immediately on 10 Feb and 14 Feb, the hotel replied on 15th Feb saying that the wallet has been delivered to me on 13 Feb.

I asked the hotel kindly check with their staff to locate the returned shipment on 15 Feb and didn’t receive a reply until 22 Feb. The hotel asked me to contact them (isn’t it what I’ve been doing all these time?) to rearrange the shipment as the address I’ve provided wasn’t found. So I checked the address and confirmed that it’s correct, and I recently just received documents from Denmark with the same address. I was asked to pay for the shipment again, even though there’s prove that the address I’ve provided was correct and I still haven’t heard from the hotel till today.

I’ve requested to have a photo of the address on the package previously sent, so I can figure out where did it went wrong and to make sure it wouldn’t happen again, twice, no reply.

I’ve also sent an email to the Hilton team, they’ve tried their best to assist me but since this happened in Paris they informed me that I’ll still have to contact the hotel to sort this out.

As a diamond member of the hilton group, I’m disappointed and speechless with the handling of this matter. The lack of acknowledgement and response is unacceptable.

ETA, when I finally received my wallet, there were very obvious ball pen marks on my wallet. I don’t use not own any ball pen and I’ve bought my wallet in 2021. It took me soooooo long to finally receive my wallet and I just didn’t have the energy to deal with the hotel about the damaged they’ve costed at...

This is, without a stretch, the worst hotel I have stayed in as far as service and hospitality is concerned. I have been travelling regularly for many years now, business and pleasure, and try to stick with four/ five Star hotels to avoid additional stresses in life. My week long trip in May this year at the CDG Hilton was marred by smelly rooms, no house keeping one day followed by no one showing up after I complained, no eggs for breakfast because they “ran out”, and staff that dragged their feet and seemed to be bothered with simple requests such as ordering food or drinks. I hope they understand I was going to pay for it and was not asking for hand outs.

I have been a Hilton loyalty member for many years and brushed the experience off as attributable to a spike in tourist season, long weekend, etc. Came back for another week and the nonsense started again. I arrived to three rooms booked under my name, when I booked one and have confirmation for one. Room not ready on time, so we had a few drinks. We’re given vouchers for drinks, but that gesture was negated by staff at the Sky Bar. Went to to the bar, was told to take a seat and a colleague would serve me. Waited fifteen minutes and the same bar tender happened to go by. Explained to him that we have not been served yet. Of course it was my fault for “not waving my arm to flag down a waiter”

Received the “free drinks”, but I received the smallest glass of wine and tiny beer, compared to “paying guests”. Why bother with the “free” drink voucher?

Arrived for breakfast this morning. Pleasant staff, but “breakfast” was not included today, but it was yesterday. I asked she verify since I have been a Hilton member so long that I don’t recall the last time I paid for breakfast at their hotel. She decided to waive me through, but I insisted she check my ID against her database. I don’t need favours and am willing to pay if my status is expired. Of course, somehow their listed printed incorrectly, but my tier level is still valid.

I travel mostly for pleasure now. I don’t mind paying for the service I expect, but if a business takes my money, they better keep their end of the bargain or I will take my business elsewhere.

The last time I complained to the front desk at this hotel, I got a stunned look and some BS apology. I don’t believe this hotel is treating its customers seriously. I think it’s time to take my business elsewhere.

PS - this lengthy post was written at the Hilton while waiting for staff, after I was told they will be with me...

I don't stay at big American chains often. I'm a backpacker and generally stick to hostels and small locally owned places where I can feel a part of the local community. So staying at this enormous icon of American corporate culture for a dance festival was a bit different!

The good: It is very very clean. Rooms are spotless and well maintained. Housekeeping works all day long and is responsive to any request. Front desk staff is efficient and accommodating.

The hotel seems to genuinely want guests to have a good experience. As a large (and loud!) group of dancers, up all night, we probably annoyed the other guests but nobody complained.

It is super easy to get to the airport or to Paris. This is amazing in comparison to most airport hotels, where a car is necessary. We'll done CDG.

Room for improvement:

There is seriously no vibe here. None at all. They can really use a redo of the common spaces to create more warmth, intimacy, and cozy corners. Most hotels these days are creating living rooms so that guests will want to hang out and have a coffee, a chat, a bite. Not here. Please think about adding music, lighting, fabric and room dividers.

The food is pretty awful. Super corporate, very overpriced and not fresh. We had breakfast included with our room rate but I would definitely not pay for it. Coffee from a self serve machine, processed meats, low end sliced cheese, supermarket quality baked goods, packaged yogurts, and nothing cooked to order. The menu is the same every day. Please think about adding some fresh items! Yes there is some fruit. But the menu is in general not healthy and at this price point I would expect fresh juice, a barista and at least an omelet station.

Environment:

Surprised to see total lack of green business practice. No measures to conserve electricity or water use, towels changed every day, no recycling, buffet style meals bad for food waste. Please go greener, Hilton.

Fitness center: Extremely basic. Just some cardio equipment, a few hand weights, a yoga mat. The space itself lacks warmth and is not inviting. Please add plants, music, softer lights and more equipment (circuit training would be great) and when covid is over how about yoga or pilates classes?

Summary:

Overall a very good hotel with good quality amenities. If the suggested changes were implemented would definitely...