Hôtel Splendid Etoile — Hotel in Paris

Totally unacceptable, absolutely appalling, and zero responsibility taken by hotel when our room was robbed. The security in this hotel is very poor and can damage your whole trip to Paris. Do not even consider staying here, unless you want to ruin your trip and place yourself in life threatening and dangerous situations. The lack of empathy and security in this hotel makes me so repulsive, and for sure makes everything this hotel has as positives are garbage in my eyes. DO NOT STAY HERE. Their security is faulty, and to be honest, maybe they themselves are stealing from tourists. They request for you to leave the key downstairs each time you leave, and they also have many copies of the keys. Anyone can really ask for the key and your room number, as no ID was requested when coming back to the room. They only have 1 camera from what they told me at reception, and even when something happens, they don’t have access to the footage, only the manager, and he seems to never be there. We stayed here for 2 nights in July. The first night, the cleaning crew must have alerted a thief, or they were the thieves themselves. An inside job was completed on the second night, where we were robbed. We left the hotel room around 7:30pm the second night to go to dinner, and when we came back at 11pm, all our valuables were gone. We didn’t notice immediately, because the thief had tidied up everything. But when looking at one of my bags (which we had packed already since we were leaving in the morning to another country to continue our trip) I noticed that my video gadget was missing (hard to miss since it was in its case and was pretty big). Upon further checking I realized someone had been in the room and went through our bags, opened our luggage and also stole things that were visible. They took a lot of our things, around 6k worth of our property. Amongst these things was my DSLR camera with memories from the trip. This really devastated me. I was crying hysterically and shaking, and begging for my photos. I ran down to the front desk, to find an indifferent and unhelpful staff. He had no sympathy, no care, no anything. Simply he said “oh write down what they took and the cost”. I said, and you’re not doing anything to investigate? Where he then preceded to tell me that this had never happened at this hotel and that the staff has been there 20+ years. I said, well we want to talk to the police. He said sure call them. I called the police, and the front desk guy said he said he would call me when the police arrived. When they arrived, he called and we ran downstairs. This staff made it seem like we were lying, and that we had stolen our own items. I am a doctor of pharmacy, and would never need to put on this show to steal my own things and feel devastated for money. I asked the staff to show the camera footage and he seemed upset that I was mentioning cameras and said the manager is the only one with access. I asked him to call the manager to show us the footage and he said he was sleeping. Doesn’t something like this constitute as an emergency? Well nothing was done, and no manager on site. What really upsets me is my loss of photos and what we went through. The next day our flight was at 10am so we had to be out of the hotel by 7am, unable to communicate with the supposed “manager”. We than had to go to the police stations to file a report. We came back at 4am from the station, scared, defeated, and hopeless. (What happened during the police station trip is not concerning the hotel, but I will tell you it was one of the scariest experiences in my life, even being at the police station I feared for my life several times). The next morning the same staff person seemed unbothered and careless again and simply wanted us to pay the bill, I gave him my card and when I signed he said the signature didn’t match my passport signature as if I was trying to do some fraud, I was very drawn back and upset but I simply signed again another copy of the receipt. SERIOUSLY? What kind of employees does this...

*Edit: your manager Justine’s response below was an utter lie - firstly, when we booked the room on Ctrip, it didn’t specify whether it was a double room or twin room. Instead it was listed as double / twin room. It is not true that we selected a double room ourselves as the option was simply not possible. Secondly, it was complete lies that our requests were met immediately - your staff questioned whether we would sleep on the floor several times and questioned what culture we are from, and they even denied they have an extra blanket in the hotel for us! It was only after we found they contradicted themselves as I have specified below that they provided an extra duvet. On which planet do you call that ‘immediately’? We felt very uncomfortable by your attitude. This is an utter lie and dishonesty from you!

EXTREMELY RUDE AND RACIST reception staff who were in charge at 6/7pm 26 December. Required a separate duvet for the double bed (the hotel does not have twin bed options at this point which we requested at first) as I’m travelling with a family member whose name the room is booked under , and they insisted they didn’t have an extra duvet or even an extra blanket in the entire hotel’s inventory, and asked why we would need a separate duvet and whether that meant we wanted to sleep on the floor. Found this absolutely absurd from them - surely it’s not unreasonable or surprising for people who are not travelling as couples to require a separate duvet?! On what basis could they deduce this means we would sleep on the floor? We then asked them if they’ve got replacement duvets should any customer’s duvet get dirty, which they then reluctantly admitted they did have extra duvets. This obviously contradicts their answer to my question that they have no duvets left in the entire inventory.

And the staff - both of them - were extremely disrespectful and I found this to be also racist, as they asked the family member I’m travelling with in a disrespectful tone what kind of culture we’re from such that we needed a separate duvet. As someone who lives in London and has stayed in numerous 4/5 stars hotels both in London and across the world, I have yet to encounter such unbelievably rude and outright racist staff. I highly doubt they dared to speak to any White customers in this tone.

If a manager level person sees this review please investigate the staff in charge at this time.

Also for the management level of the hotel please note: it is evident that this hotel hosts a vast amount of Asian customers, and as such, pay some basic respect to your main sources of income...

We stayed at Hotel Splenfid Etoile in the heart of Paris from 5th August 2022 to 9th August 2022. The location of this hotel is fantastic, 2 mins walk from the famous Champ Elyses and Arc de Triumphe respectively. There's also elevator exit 5 of Charles de Gaulle Metro station right by the doorstep of the hotel. All in all the location is fantastic. However, we were unlucky to be given one of the smallest double rooms in the hotel. We've stayed in hotels across the world, the size of room 408 is nothing to write home about and there's literally no room to "swing a cat!". I read a number of reviews prior to booking this hotel and I specifically requested not be put in a small room, but alas it fell on deaf ears. The hotel was fully booked during our stay, so changing rooms was not an option. The room should, at best, be labelled a single room not a double room. The breakfast was excellent, with lots of cold meat and full English and American varieties. They also have lots of fruits and fresh fruits. The only downside is that the waiters tend to clear the food tray at 12 noon despite the fact that the breakfast time ends at 12.30pm. The hotel management needs to do something about this, the waiters should clear the food trays at 12.30pm, not half an hour prior to the stated end time for breakfast. I have given this hotel 3*, because of the so called small double room (should be a single room) and the clearing of breakfast way before the advertised time. I will stay in the hotel again, but certainly not in room 408, the location and beauty alone compensates for the other faults. I will just ask for and insist on a...