Maison Heler Metz, Curio Collection by Hilton — Hotel in Metz

UNBELIEVIEVABLE LACK OF PROFESSIONALISM

I am well aware that this place is new, but as it is managed by a group like Hilton, I think 'first weeks of opening may include some adjustments' (as published by the hotel in another critical post) is no valuable excuse.

While trying very hard to be a fancy, arty hotel, this place is a totally over-hyped phenomena, thanks to Philippe Starck's amazing architectural work and the classy interior design.

On the other side, the hospitality is an almost painful experience.

POV: Imagine a Saturday night. After a long day you come back to the hotel, early, with the intention to enjoy the views & cocktails at the rooftop bar - highlight of the hotel. But then a super stressed bar manager tells you that it's closed, 2 hours before the announed time, while the cleaning guys are already doing their thing.

Damn. No other choice than going to your room... where the wifi doesn't work.

So you call the reception. Oh, wait, the room phone doesn't work either.

All good, technical problems happen to everyone. So let's have a drink and chill.

But then you realize that your room doesn't even have a mini bar (not even an empty fridge to put something in).

So you have to annoy the (very helpful and nice) staff at the reception desk, who have no idea what's actually happening (or not happening). At least they did their best. Felt sorry for them tbh.

Resumé: Maybe it's just me, but please, do not create a hype that you can't handle.

The staff is stressed, not briefed about what's going on in the hotel (service, offers, opening hours, ...) and I am pretty sure it's not their fault.

This place is so damn instagramable, but not worth the...

Overall experience quite poor. Staff on arrival were quite rude and watched us struggle with our bags without helping, speaking a lot in French without talking directly to us, struggled to find our reservation, quite inattentive and unhelpful with letting us know of the hotels amenities (we didn’t know there was a gym until we checked out) nor could they provide any information on the parking, which was public but they weren’t aware or cost etc. We asked about the rooftop restaurant and they said it was be impossible as it was fully booked (how did they know if we had a booking already or not? And never offered to book ahead of our stay) We ate down in the lobby restaurant and had to be sat at the bar as they said it was fully booked. But they hadn’t actually asked our names or if we even had a reservation. We also saw a couple walk in without a reservation but still got a table… The ambiance was so dead even though it was full… Restaurant staff were friendly enough but seemed inexperienced. The food was tasteless but well presented. The room was really comfortable though but very simple and little amenities. I.e no robes but robes advertised down in the lobby. We weren’t made aware of any of the “last order” times as well. Rooftop bar staff however, were wonderful. The atmosphere up there much more lively, wish we had the chance to try the food up there which we could have had as we found out there were actually tables with accommodate us but by the time we had gone up, it was too late to order food. But they did provide us with a cheese board after hours to...

We stayed first time this this hotel. Here is our impressions: No car park, we had to go public car park (cost of 27 euros), it was Saturday and a nightmare with parking, gridlock everywhere and we do not wish ever to repeat this experience. Both our cards didn’t work to open the door of our room we had to go down to re-make them (we didn’t put them next to our phones) - not the end of the world but inconvenient! The room itself is dingy like in the cellar the lights are not sufficient. Half of curtains didn’t close. TV channels not sufficient, only news in English, which we never watch Toiletries (Crown Alchemist) are very nice, towels fluffy Bed is comfortable Shower is good, nice fittings No fridge at all Safe is present Coffee maker present Breakfast is good, loads of choices including Gluten Free bread (was warmed up for us). The only problem was that very moment we started eating the guy with a vacuum turned up and ruined our breakfast which we couldn’t have in peace and quiet. Hotel staff is very friendly and accommodating. All of this was too much after long and stressful day of driving so we decided not to return. To be honest it was a relief to leave our dungeon/room. We could see the idea behind this particular design but in reality execution (raw cement, brown carper and dim lighting) had not translated into anything spectacular. But this...