Boutet Bastille Hotel Paris - MGallery Collection — Hotel in Paris

Found a good deal? Run away - they’ll treat you so bad you have no idea.

I’m a traveller, thus very used to staying at various hotels around the world. I’m originally from Paris, live abroad and was visiting last weekend. I’m so ashamed to say this 5-star hotel was home to my worst ever hotel experience. Sit tight, this true story is not for the faint hearted: we’re talking customer abuse, unacceptable lies, basically unprofessional, untrained, dishonest staff that couldn’t care less.

When we show up around 10.45pm for check-in, the receptionist insists he doesn’t have our reservation. Having paid already, with proof of payment on my phone, we obviously ask him to find a room for us. He refuses to do so. We ask to speak to someone, or that he finds a solution. He refuses to do so. Facing his stubborn careless attitude we end up complaining that he doesn’t belong in a five star hotel. He feels offended and tries to kick us out. We suggested that he charges my credit card with another room and we can fix the double-booking later. He says they’re fully booked. We end up waiting, not knowing exactly what to do.

Another receptionist shows up and agrees to our plan. I share the PDF’s I have and he’ll investigate. We finally have a room. The first one lied to our face.

On check-out, third receptionist we speak to here: there’s been no follow up so she has no clue I’m supposed to get the money back from paying for the room twice. She hasn’t seen the PDF’s. Back to square one. It takes forever again but luckily it’s noon so she manages to speak to someone who knows what to do.

During the stay we’ve had no special attention, no compensation, no apology. On the contrary it’s been ridiculous. Four times I had to complain that we had music being played in our room… at 4am, in the afternoon… once it took them 2 minutes to turn it off. The last day, when it woke us up and I called reception losing patience, they did nothing. When we left the room at noon the music was still playing.

To date, there’s been no apology still. If we knew we’d miss Friday’s birthday party we’d travel on Saturday, so have paid one night for nothing because of them. I’m travelling to Paris often so they lost a potential regular customer, as well as my network. On Tuesday I got a satisfaction survey link to which I expressed my great disappointment. Again, no follow up, no call. Nothing. More than unprofessional, they’re simply rude.

Again, I’m now expecting from someone to finally do something about it and get back to me. I don’t care who between Group Accor, Hotel Boutet and Voyage Privé....

We booked 3 rooms here for a family trip to celebrate a graduation. The hotel is located on a fairly quiet street and very close by walking to numerous restaurants and bars. |Check-in|Check-in was wonderful. From the pre-check-in phase, a lot of information was provided and I had frequent communication with the staff during this time. Very helpful was Demba, as he helped arrange transport for some of our party members from the airport and arranged alternate payment methods for me. Upon arrival at the hotel, because we had already provided a lot of information, it was quick and without complication. The entire front desk staff was helpful and while signing for the rooms, our bags were taken to our rooms and jackets hung up. I forget her name, but the young lady who checked us in was very kind, thorough and attentive.|Room|The hotel has elevators and the room I was in was on the 3rd floor, overlooking he street. IT was quiet enough in the room, so the little traffic from the street was not bothersome. The room however was just ok. Being a 5-star hotel, I was a bit underwhelmed by the upkeep of the room. There were scuff marks all over the walls and dirty marks on the curtains. The bathroom sink did not drain well unless the drain stopper was removed. The tiles in the bathroom were worn. The chairs in the room were highly uncomfortable. Overall, I think the room would benefit from a good minor renovation, as the routine upkeep has not kept it looking as great as it should be. Positives on the room, the bed was comfortable and the shower was huge.|Hotel amenities|There is a spa and pool as well as a gym. I did not use the gym on this occasion, but did use the pool and spa. The pool is small, but still a nice sized to enjoy some swim time. The sauna and steam room were excellent. I had a massage and it was ok. I am a big guy and wanted something really deep, but my masseuse could not really get as deep as I wanted, but she was great in her care and communication throughout.|The hotel offers breakfast, which was nothing spectacular, but very convenient as it is on property and can also be delivered to the room if you do not want to go downstairs.|There is also parking, which if you have a bigger vehicle, be careful driving down there as the space is tight, but very convenient. |Overall, everyone in my party enjoyed our stay here. The staff were 5-star for sure, location as well, but I just expected a bit more from the room itself, just a bit better upkeep. May just be me being a...

[ ] The actual stay at the hotel was nice and everyone was friendly. The room was smaller than most 5 stars, and dirtier, but it was still comfortable. Honestly it’s more like a nice 4 star than a 5 star. The problems started at checkout. I had paid in full via a 3rd party except for a 200 euro deposit which the very nice lady who checked me in allowed me to run on my debit card through Apple’s “wallet.” I asked her if I could use my phone or needed a hard copy. She said I could use my phone, which is a little unusual because most hotels require a hard copy of the card though some allow you to do the transaction on your phone — those that are more tech savvy. This hotel is not. At checkout they first told me that I had not paid for my room. They took about fifteen minutes to realize that I had and that they had not received the payment from the third party yet. They did have the attitude at this point that I was trying to trick them out of payment or something — like a scam. I am traveling in Europe for 3 months so have a lot of luggage. It was a bit insulting. First they says there were breakfasts on my room which I did not eat. They cleared these, I only mention it to warn other guests to make sure they aren’t charged. Then they went to refund 81 euro to the card. They said they needed a hard card copy of the card or it could not me done. They said the only solution was to present a hard copy of the card, there was no other way. The guy just kept repeating the same thing, that there was no other way even though I told him I was not traveling with a hard copy of that card. He lectured me about how I need to travel with hard copies of any cars I intended to use. Not once did the hotel apologize for the mishap, which was entirely their fault. They just kept acting like it was my fault and I was trying to scam them. After taking all my banking information they finally just gave me cash. This process took an hour of me standing at the desk. No one apologized. No I’ve helped me out with my large amount of luggage. While I was at the desk another couple came up who had accidentally been charged 800 euro over...