Hôtel de NELL — Hotel in Paris

First, some positive aspects of this hotel:||- It's located in the 9th arrondissement, an interesting, design-focused area that is somewhat off-the-beaten-path. ||- I appreciated the WC being separate from the vanity and shower/tub area.||- The overall aesthetic is lovely, and the common areas are warm and attractive.||This (allegedly) former 5 star hotel has the potential to reach its past glory, if attention to customer service and housekeeping is prioritized in the future. We stayed here in October of 2022, and like many hotels & restaurants, Hotel de Nell has suffered the repercussions of the pandemic, in addition to whatever else contributed to its overall erosion. The staff meant well, were all generally cordial, and some were appropriately responsive, but some staff members were not well-trained, which resulted in a compromised experience for us. Cutting corners for this place resulted in limited restaurant hours and offerings, dust bunnies on the room floors, a Japanese soaking tub that could have been cleaner and with a properly fastened wood seat that didn't float (we paid a premium for the soaking tub, too), and staff members who were not as comprehensively informed about city transportation, etc., as they should have been. The staff's lack of information meant that we were unnecessarily charged 50 euros a day for parking and we also got a parking ticket for parking our rental car in an place that the staff recommended. By the way, it was a hotel staff member that recommended our renting a car instead of taking a taxi from the airport because of a possible strike, but we didn't need to rent a car. I had called the hotel in advance to take advantage of their website-promoted airport car service, which had been discontinued (like so many amenities at this place), so we took the staff member's advice and rented a car. The roads were clear, and taxis were abundant upon our arrival to the airport. There was no need for us to rent a car, at all.||Bottom Line: This hotel either needs to drastically improve customer service and amenities, or adjust how it's marketed to accurately reflect current offerings, with a realistic room rate. The current room rate is laughable, given it's state. ||Sadly, I understand how global considerations have impacted everyone and everything. The world continues to adjust to the repercussions of recent situational factors. I hope this hotel can dust itself off and thrive once again, but until then, or at the very least, marketing and advertising should be accurate and reflect its current 3-star-state...

Can I put 1 star? Terrible service. We have never had this in a 5 star hotel. Never. We were very surprised for the really bad service of the de NELL hotel. They don't know how to take care of the client: i recommend them a course to improve the relationship with the client. My mother, Mrs. Tamara, arrived to check-in at the hotel at 1am and nothing was offered to eat (such as fruits) in the bedroom. The next morning, the receptionists blocked our magnetic keys of our rooms because upon arrival, the day before, the receptionist forgot to ask us for the down payment for both rooms (he only asked us for the down payment of a room). And in the morning, for this reason, the receptionists locked both of our magnetic keys. My 12 year old brother got locked up and stuck inside the room and my mom had to knock hard to get it opened because he was asleep. In the dark of the room, my little brother injured his foot. I wonder: the receptionists couldn't tell us when we went down for breakfast that they had blocked our room key cards ??? By the way: I find this absurd !!! We followed what they told us at check-in. By their mistake and not ours, they blocked our room key cards. But in any case, what way to behave is it ??? In a 5-star hotel moreover. We were shocked !!!!! My mom, Mrs. Tamara, chose to pay all immediately after this happened, so the receptionists couldn't have afraid that we would leave without paying and they couldn't block our card keys anymore. We were really shocked !!! Such a thing has never happened to us in our life and we have been anywhere in the world (only in 5 star hotels). The hotel staff at breakfast also made fun of my sister because she did not remember her bedroom number: they made fun of my sister by saying to each other: "Look at these Italians who don't remember the bedroom number !?" My sister, who understands French, understood. We are shocked: the hotel staff even make fun of the client in front of her. What rudeness. Such behavior was shameful on the part of the staff. ... the Italians, however, that you make fun of in your hotel so much, could teach you something about how to behave with the client. In Italy, especially in 5-star hotels, these facts don't happen!

I'm sorry, we were very disappointed and annoyed with the bad behavior / service of the staff.

They are nique in their inability to service the client. I Hope you...

Me and my partner visited Hotel de Nell for a couple of nights at the end of June/ beginning July. The service and standard was not up to 5 stars as we are used to, but the room was nice and the service of the reception staff pleasant enough. There were however a couple of incidents that made me write this one star review.

1st: we asked the reception if we could have a couple a plates and cutlery for our room, and we were willing to wait at the reception and get them ourselves. We were however told they’d be delivered to our room. After waiting for 30+ minutes and the plates not arriving we called the reception to remind them and they sent a staff to bring us the plates after all. While we were not bothered by the 30 minutes + wait, the person who delivered us the plates also brought us a 5€ bill for the empty plates! Apparently a 5* hotel likes to deliver empty plates 30 minutes late and charge 5 euros for their wonderful service. We politely refused to pay this nonsense of charge.

The second issue is more of a serious matter. The second and last day of our stay we noticed a 100€ bill was missing from my wallet after the housekeeping came to our room while we were gone. The wallet was in a zipped backpack, and unfortunately I was naive enough to think that something like this wouldn’t happen in a 5* hotel.

After searching the room thoroughly and making sure we are not accusing anyone unfairly we talked to the reception staff. They said they’d need to talk to their manager the next day and they’d review the camera footage. We were supposed to leave the very next morning and they assured us we would be contacted about the next steps and further resolution of this matter.

That was Friday, 30th June. Since then four full days have passed and we haven’t heard a single thing. No follow up steps, no apology. Overall a very disappointing experience with the hotel. Certainly not...