Holiday Inn Paris - Gare de L'Estates, an IHG Hotel — Hotel in Paris

Absolutely the WORST staff I have ever had the displeasure of dealing with.

First of all, I'd like to say that the hotel is pleasant. Decent area, modernised etc.

Issues are: Limited and poor quality room service menu Limited staff operating front-desk leaving people waiting for eons before they can be seen. I waited for 20minutes this morning to check-out and dispute an issue (hence why I chose not to use the 'quick checkout' kiosk), however as there was only ONE PERSON manning the desk there was no chance to be seen. I had to leave, threw my key on the desk and was late for work! Laundry service: 'same-day' either before or after 20:00hrs, depending whether you want to spend an extra 30%. Handed over the laundry on 30-Jul at 08,00 and was informed it would be later on the same day. Laundrey never arrived. 08,15 31-Jul: I ask reception where my laundry is. They say it would be later that day, after 20:00hrs. Okay. So that is already one breach of policy. I call later that day and reception say it would either arrive later that evening or in the morning. I remind them that it was already two days and I needed to pack as I must check-out in the morning. They tell me not to worry. Morning of 01-Aug-2018. Still, no laundry. I call reception and they say they have it and for me to go and collect it. I tell them to bring it up because I'm packing. TO MY DISGUST.. the laundry I gave returned to me in exactly the same manner. Unwashed, in a bag. Absolutely unacceptable! Unacceptable!! No apology. No acknowledgement. Again, breach of contract.

I am painfully disappointed that housekeeping decided to take my perfume which I forgot in my room on check-out on 11-Jul.

I have spoken with several members of staff, on multiple occasions, and showed them images, however they insist that housekeeping did not find anything in my room. However, I distinctly know that it was left in the bathroom, on the left side of the sink. I remembered I didn't pack it on check-out but was sure that if I reported it, it would be there for me when I return to collect my luggage, or, if not, then when I check-in again on the following week, they would have it.

Very disappointed. Don't care what it is, it's the principle. Just admit to it!

Again, hotel management are useless.

Another laundry issue.

Impossible to have housekeeping deliver, or communicating with front-desk, that I need a laundry bag and form for completion. Handing my laundry at 08,00 and checked the box for return before 20;00hrs same day for extra 30% charge. That evening, no laundry. Following morning I speak with front-desk and the laundry hadn't even left the hotel. Totally unacceptable.

Laundry was delivered later, after 20;00hrs, yet still charge the 30% extra for express service.

Despicable. Absolutely disgusted!!

Only good points I can pluck are the 'updated' rooms and staff friendliness (despite a clear language barrier).

Have stayed here many, many times and seems to be a reoccurring issue. Suppose that's why the...

Terrible experience!!!

The first room they gave me had a leak that they KNEW about and still put me in !

Guy at he desk says “we will put you in this room and if you don’t like it we will change to tomorrow “ . I joked asking “ why is the view bad or something “ and he replied with “you will see” So next day I find the leak which ruined some of my clothes and my bag because I had set them on the ground not knowing ....

So i ask to switch rooms , and I get moved to the Executive suite which it not nicer at all ! In my opinion it was a trash room that they just put a robe and slippers in and called it executive, I had no real problem as I was only going to be sleeping there But the real problem comes when I ask to stay and extra night ,

I try do so the night before Incase the rooms fill up because you never know , he tells me to wait until the morning and speak with the manager , all Is fine no problems with the night service. Morning comes ! I go down ask to extend my room one more night, the woman at the desk , without even looking at her computer cuts me off and says “we are fully booked even over booked no room for you”

I tell her “ that the guy last night told me to come down here in the morning and he would make a note of me staying an extra night“ Her response was “ sorry no rooms, if you wanted to stay u should’ve booked last night” Which again I tell her I tried to but they asked me to come this morning, she looked and me and said “ oh well I’m sorry, nothing I can do “

So me angry with no one else to talk too I call IHG customer care , which they were very helpful ! (Especially since I was a little irritated)

After I called the IHG customer care line to see what could be done , the hotel manger calls my room in a puff staying “next time come to me (yet he wasn’t even in the building at the time ) “ they can’t help you at the call center”. Even tho I wouldn’t have a room if it wasn’t for them ! He extends my room an extra night at a whooping 260 euros even tho it would have been 180. If they didn’t give me a suite that had a leak to begin with, I would still be in a basic standard room , which in my opinion was way better than the executive suite.

LONG STORY SHORT

This hotel 1st failed to give me a DECENT standard room like the one I PAYED FOR and they also failed to keep up communication between each other which almost left me without having a place to sleep in a foreign country.

Be very cafreful of this hotel they really don’t care about customer service! I’ve had better service at hostels which I will consider before staying...

My star rating is based on perfect customer service I encountered here. We have chosen this hotel based on proximity to Gare de l´Est (just across the street) since we were coming by train plus, we were last month in NH in Berlin and we were very satisfied.||I booked via central reservation, and it is not easy to find normal room for a family of three, always you are offered the biggest and most expensive ones. We were given New Style Suite on 7th floor. View was fantastic, overlooking Sacre Coeur, Paris and Eiffel Tower.||It was pretty standard suit with one big room and smaller room with sofa that acted as a second bed.||Very important, hotel is in full renovation and though they finished reception/bar area (looking very nice) work is in progress and it is very visible but no noise for customers.||Central reservation didn’t warn me about renovation, but I saw it online, in general we had no issues, but I think it is fair to announce it. Only one elevator was working for 7/8 floor, and it was relatively slow.||Breakfast was served on first floor at one meeting room due to renovation and I was slightly disappointed with offer after NH Berlin where breakfast was really good. Not sure if this will change once they finish full renovation.||On last night after we came back to our room sofa bed was completely wet and I noticed that air condition was dripping directly on it (in this room they had on top of the ceiling). I called reception and two gentlemen were in five minutes in my room, they offered us to relocate to another room but it was to late and child was almost asleep, I asked for extra bed to be put in main bedroom. They were very supportive. I thought that is, I declined new room, they were nice and that’s all.||When I was checking out very nice lady informed me that she was informed about our problem and that they will offer 25% discount on total stay. She showed high level of empathy as well, didn’t catch the name but she was super nice. They were proactive, I didn’t ask for any discount, and I believe that this is level of expectation in this type of situation I have from hotel.||In addition, gentleman who was checking us in (from Macedonia) was supper nice, supportive and gave us great insights in local restaurants nearby, all kudos to him as well.||Many people mentioning area as unsecure and so on… certainly it is not Place Vendome, but we never felt unsafe, and it has a lot of cool places around. Didn’t experience a single incident nor seen one.||Hotel will be fully refurbished in November and given the chance I would...