Hotel De La Cité Rougemont — Hotel in Paris

Horrible Service During a Medical Emergency – Staff Showed No Care

I stayed at this hotel from Saturday to Monday, and my experience was completely ruined because of how the staff handled a serious medical emergency.

On Saturday morning, I checked into the hotel early, around 7 AM. After getting ready to explore the city, I accidentally put nail glue in my eye instead of eye drops. The pain was instant and unbearable; it felt like my eye was burning, and I was terrified I was going blind. My eye immediately stuck shut, and I couldn’t open it. In complete panic, I called my friend for help, and she started pouring water into my eye to try to wash the glue out.

We asked the employees for help, expecting the staff to assist immediately. Instead, their first response was telling me to go to the bathroom which was on another floor! I was in extreme pain and couldn’t see, yet they expected me to walk upstairs to take care of it myself. I didn’t have time to go anywhere I just needed help, fast. My friend continued pouring water into my eye, but the employees didn’t care about my pain or panic. Instead, they were only worried about water spilling on the floor.

While I was crying in pain and struggling to open my eye, the cleaning lady just kept mopping the floor around me, as if nothing was happening. The reception staff stood there, telling me again to go to the bathroom, because "other guests are sitting here" and they didn’t want the area to get wet. But I was also a guest! And I was in a serious medical emergency. Instead of helping me, they treated me as an inconvenience.

I had to beg for help more than five times before someone finally reacted. The receptionist eventually came over, but only after we repeatedly asked. No one offered me water, a towel, or even asked if I was okay. When I told them to call an ambulance (112), they refused and said, "The ambulance won’t come because you’re still conscious." One staff member even said, "I’ve seen worse in my life." This was one of the most shocking and insensitive things to say to someone in distress.

After I kept insisting on medical help, the staff finally gave us the address of a hospital. We rushed there in an Uber, only to find out that it was a hospital for prisoners. The staff at the hospital told us they couldn’t help because it was a prison facility, and they didn’t even speak English, making communication even harder. We had already wasted time traveling there, all because the hotel staff didn’t give us proper information.

After struggling to understand where to go next, we were told to go to a specialized eye hospital that was another 30 minutes away. If the hotel had given us the correct information from the beginning, we could have gone there immediately and avoided all this extra stress and delay. It is completely unacceptable that a hotel in a major city like Paris does not have basic knowledge of emergency medical services. They should know which hospital to send guests to based on the type of emergency. Instead, they made the situation worse by giving us wrong and useless information.

The staff showed absolutely no care for my well-being. They refused to help me when I was in pain, ignored my desperate requests for assistance, and sent me to the wrong hospital. Their first concern was keeping the floor dry, not making sure a guest got proper medical attention.

A good hotel should act immediately in an emergency, provide comfort, offer assistance, and ensure that guests know exactly where to go for medical help. This hotel did none of that. Instead, they dismissed my pain, gave me incorrect hospital information, and treated me as an annoyance rather than a guest in need.

I do not recommend this...

Horrible experience and a complete breach of our privacy! We originally had planned to stay for two nights. When we checked in, we asked if we could switch room because of the condition of the mattress and was told they were fully booked and will check in the morning for us. My husband speaks fluent French so there were no communication issues. When we returned after a whole day out we were shocked to see that our room was cleared out without our permission and our things were left in the lobby restaurant all day! Obviously we were extremely upset and the receptionist had the nerve to tell me to be quiet! His excuse for his extremely rude behaviour was that he did not personally moved our bags. We were flabbergasted. We have never been this insulted and immediately we got a room somewhere else for our second night. We asked for the two nights to be refunded but the owner/director only refunded the second night. We think if she had more professional integrity then she would have recognized the gravity of the insult and how unacceptable her staff had acted. Instead, she offered free breakfast on our future stay. What a joke! There is no way we would stay at place where their staff would go through...

I rarely write reviews on anything, in fact this is my first review after the most amazing experience at this hotel. Saying that the staff is great is an understatement, they go above and beyond to make sure that their guest are comfortable. Before flying into Paris, my friend lost her checked luggage through a separate airline that took us to Paris, thus, making it extremely difficult for us to track her lost bags since it went through two Airlines and we were in a completely different country. But the guy working at the reception desk sat and called both airlines, stayed on the phone for over an hour for us (which this is not his responsibility at all) and gave us updates on our bags. And upon arriving at the hotel, the same receptionist took time to explain how to get around the city, gave us a map, and circled spots for us. He was amazing overall! The hotel itself was set in an amazing part of town with a train station 3 minutes away. The room was very clean, just a little small, and not noisy at all. The only down side was there is no AC, which can be overlooked because it’s not too hot in Paris even...