Hôtel Marais HÔme — Hotel in Paris

*This is my fair response to the Manager's very unfair response below: The Manager's below response is inaccurate, and it is unacceptable how dishonest this property is. The hotel water DID NOT return the following morning and guests testimonials as well as video footage proves that it did not, and that guests were still complaining they did not have hot water even the next day. I would be very cautious about a property that deems it ok to be untruthful about circumstances. When we inquired the next day about the hot water, we were told they did not know when it would return, and were not even clear on IF the water company had attended or where the issue was. We understood that these things could happen, but simply asked for compensation for the first failed night. We would then check out and go to another hotel for the second night, and would like a refund for that night. Yes, we received a refund for the second unused night, however the hotel was not providing any compensation to guests for the first night and inconvenience. It is good practice to offer compensation to guests for the large inconvenience, and the property was hardly apologetic. This property does not understand hospitality or guest care.

What a disappointment! I will preface this review by saying I understand unfortunate circumstances happen and we are human, however I am extremely disappointed in the way the hotel handled everything from start to finish, and this should serve as a warning to future guests.

We checked in after flying and discovered there was no hot water. The front desk employee communicated she wasn't sure of the problem and would find out. By 10pm we really wanted to bath ourselves and child, and inquired again. We were told the water company was contacted but no guarantees the situation would be remedied.

Following day, still no hot water. The front desk staff today was defensive and dismissive saying she could not refund or compensate and the Manager that could, was away on vacation. Unacceptable. I asked who could make appropriate decisions then in their absence and with a hotel problem affecting guests(many of us were inquiring) and she said we would have to wait back to hear, however she did not anticipate any refunds.

We decided to leave and go to another hotel and not stay our 2nd night since they could not provide the service they were selling. We were very surprised to experience this severe lack of customer service and irresponsibility in business to simply own the fact your property has a problem and allowing guests to check out and be refunded for unused nights, and as a kind gesture, some sort of compensation for the partial service/product on the 1st night.

We received communication eventually stating they would refund the 2nd night we did not stay, but not compensate for the inconvenience our 1st night. Terrible customer service.

Also, the loft family room we booked was very dirty. The carpet was full of hair and dirt, there was no toilet paper or hand soap stocked, and the room window was broken so it could not be locked and was accessible to people from the outside, not to mention a danger for children.

We heard other guests annoyed as well by the same issues however they were checking out and washing their hands of it as they had flights to catch. This is unfortunate the hotel is essentially taking advantage of tired tourists that are moving on.

Very disappointed in management and their processes, training, communication, and lack of cultivating trust/good business practices...

We had a very unfortunate stay here which revealed alot about this property and chain.||Upon check in we discovered the room was essentially not cleaned. The bed linens were changed however there were only a few sheets of toilet paper left with no spare roll, the hand soap bottle was empty, the floors were filthy and the large window was broken and open, allowing easy access to the outdoor balconies/walkway.||There was no hot water also, which, after a long travel day was a huge inconvenience. We patiently waited for it to return but by late evening, we inquired to what the issue was and were told they were looking into it.||The hot water did not return the following day and there was zero communication from staff. When I approached the front desk, the very defensive and unprofessional employee acted as though there wasn't a problem and simply said she will look into it, but was very disinterested and annoyed at me inquiring. The 2 young employees in fact left me standing in front of them for 15 minutes while they chatted casually with no sense of urgency that their guests were all experiencing a problem.||||I explained I needed to make a decision for my family(young kids) to move to another hotel since we would need hot water at some point, and I hoped they would compensate for the trouble.||She again was very dismissive and unprofessional as well as unapologetic and said she could not do anything. I asked who and where the Manager was that could deal with the issue of the hotel not having hot water, but also rectifying the issue and to advise arriving guests of the issue. She said she and I could not speak to a Manager as they "are on holidays" and she will not compensate us.||We were quite taken aback at the lack of protocols, professionalism, guest care, and transparency. I advised her that she is selling a service that is not whole, and therefore needs to take accountability for their issues and correct a bad situation. She had zero compassion and was very rude to my family. ||Numerous guests were checking out around the same time as us to catch flights and were annoyed, but in a rush to depart. We felt this property was preying on tourists who have quick stays and move on, and the absence of customer care and cleanliness was consistently absent.||I have contacted both the property and head office and have received no responses. This is astonishing that they are running a business this way and is very suspicious to me.||For future guests: hopefully you do not experience issues because should they arise, the hotel is completely incapable of dealing with them and the rude 20 year olds working the front desk have zero...

This hotel is in a great area, at the top of Le Marais near Place de Republique and the Republique metro station, which is excellent because there aren't metro stations within Le Marais itself. I booked a deluxe terrace room and it was a good size. In addition to the double bed, it also had a day bed to be used as a couch or a single bed to sleep in. I didn't really use the terrace but it was nice to be able to open up the doors to an outside street inside of to the interior breezeway looking into other rooms. The hotel has a great vibe with cute decor. The breakfast room is very well lit for being in the domed, stone basement (decor theme is lights and lampshades). Excellent variety of food for the typical French and European breakfast. Appreciated the automatic coffee machine that included heated/steamed milk. There is also a wellness area and a fitness area. The wellness area includes a steam room, a sauna, and a shower for cold water between taking a steam or sauna. The wellness area is booked privately for an hour so you don't have to worry about anyone else coming in. Towels and robes are provided in the wellness area. The hotel was not able to book a massage for me, even though that is advertised in the hotel information and that was a...