Fraser Suites Le Claridge Champs-Elysées — Hotel in Paris

If not for the location, I would say never even think of staying in this hotel. I was a guest in B203 for 6 nights and it was one of my worst experiences in a hotel, though I am a frequent traveler.First, I had a booking under my name and my friend’s and the room was fully paid for through an agency. My friend checked in a day earlier and they asked for a credit card for deposit, she offered them cash but they said they don’t take cash and were insisting for a credit card. Since she didn’t have one, she promised them she will let me give them mine when I come next day. They accepted but kept on harassing her all day long and next day until the time I arrived. When I stepped into the hotel, the first thing I was greeted with was the following sentence: “Hello, your credit card please”. I was so shocked with this greeting and made a big deal out of it so they were trying to rectify the situation by offering me coffee and free drinks. Anyway, I let it go and accepted their kind offer, gave them my credit card for deposit although I don’t know why they asked for it since the refrigerator was empty and there was no mini bar. Anyhow, the situation did not become any better the following days.Housekeeping was a disaster, very poor cleaning and servicing of the rooms. Nothing gets changed or replaced (i.e., bedsheets, tissue, coffee capsules). Dirty coffee mugs were kept in the sink and never washed. Towels were removed and not replaced until you ask for towels. Amenities were not replaced and even when we asked, they only gave us one shampoo, one conditioner and one body wash and our booking was for two people. There was also a time midway that they did not put any toilet rolls and we were out of toilet paper for half a day. Our key cards were not working every single day and we had to keep on going to reception to reactivate them. Even after constant complaining, it did not make a difference. On the last night, I called to ask for late check out. The guy at the reception asked me until what time I wanted, I said 2PM and he said it’s not possible. So I ask him until what time he can give me and he rudely says we are fully booked you need to check out by the usual time and at 12PM sharp. Seriously?! Then why did he ask me in the first place until what time I wanted just to scold me off? I just simply can’t understand how this hotel is a five or even four star hotel. I think the stars needs to be evaluated again. Plus, it’s not a cheap hotel because of its prime location which I understand. The only thing I don’t understand is how they are still keeping their stars with their bad service and attitude. The room is spacious but very tired and in a poor condition, basin and tub are clogged, bed is not comfortable and the cooling/heating system is so outdated. Basics such as slippers and bathrobes are not provided in the room unless asked for. It just failed to meet my expectations on...

We really wanted to like this hotel as it is in a perfect location on the Champs, and the rooms are quite big which is great when travelling with a baby. Unfortunately the service and room utilities were much worse than expected, and honestly surprising (in a bad way) for a 5-star hotel with a hefty price tag. The main (big) issue was the shower, there was no hot water (barely luke warm) and the pressure was very weak, making showering a dreadful experience especially with a baby. This was reported multiple times with a promise everytime to send a "technician" but noone came. The first day reception said there was an ongoing "intervention" causing the issue although we had no prior notification, and in any case the issues remained thereafter. Even when we clearly stated it was urgent on the last day they bluntly ignored us. Other issues included making us wait in the lobby with a baby for 20 minutes to prepare our room (it was past checkin time), not providing daily water as promised (requested several times but only received 2 out of 5 days), flickering lights in the bathroom, not informing us of the reception number so spent a while guessing it, and ignoring our request to possibly black out the kitchen windows for the baby (again several promises but noone came to check). Honestly we have gotten better service and attention at 3-star hotels for half the price. This was very dissapointing as we were planning to try the rooms with the Champs view next time as the hotel location and size are perfect, but now are very hesitant to do so with the room problems and...

I’m extremely disappointed with the service provided by this hotel.

We had booked two rooms (two suites to be exact, for which we had paid in advance) for a family of 4. On arrival, we were told the second booking did not exist, as they were unable to find it in the system. The 4 of us ended up sharing 1 suite for the night, and we went again to the reception the next day to enquire about the other room. We were again told no such booking exists. This went on for 2 days after which we asked them to cancel the second booking for us and refund the money, as we were only going to be in Paris for another day. The manager apologised to us multiple times and told us he will take care of the refund. However, on check-out, when we asked the reception for an update on the refund, the team was completely clueless and said they are not aware of any such refund.

Since then I have contacted the hotel multiple times. On call and email to request for the refund, and every time I am told they will discuss with the manager and confirm the refund but like always there is no response from them and they continue to act clueless.

I have emails showing my correspondence with the staff, where I have been requesting for an update and to date have not received a response

I urge the management of this hotel to take immediate action and respond to their customers and take responsibility for this misconduct from their end!

My family has stayed with Claridge multiple times and I’m extremely disappointed with how they’ve dealt with the matter.

Regards, A very...