Le Grey Hôtel — Hotel in Paris

Dear hotel manager,

Answer your question: this was my first time stayed at your hotel, and absolutely my last time as well.

I am impressed how much you are NOT listening and understanding what customers tried to tell you. You cut me off when I said "this is the second time I came...." I tried to tell you this is the second time I came to the front desk for this issue (not the second time I stayed in your hotel). Because, two days ago, the night frontdesk guy kindly told me there is an extra charge when I asked for bottles. (I actually appreciate his info.) While disagreed, I left the a detailed message at the front desk. And I repeatedly told the messenger to get back to me with an answer, so that we can avoid arguments during my busy checkout time (had to run to the airport). But two days past, still no answers. During checkout, it still caused unnecessary conversations (like new), which we could have resolved much earlier.

Your hotel unresponsiveness, on top of many other inconsideration of customers, really hits through my bottom line. Everything I stated in my previous post are true facts happened during my stay. I didn't want to complain until you seriously hit through human's bottom line.

What a small fee. It is ok you just patiently explain to customers, and admit what your team could do better next time (eg. the night guy offered much better info and service than the day time lady). Then, we could have moved on, and I will be happily pay the fee.

Instead, you cut me off, blamed everything on the customer side... and very impatiently handled the situation. You even said I would be lying if I have different expectations/understandings.

This is not the attitude a good hotel manager should have. See, you even thought this is the second time I visited your hotel. What a joke you have just made on the web.

As I reminded in our conversation: we all come from different cultures and countries. I sincerely suggest you adjust your attitude a bit. Many conflicts could have been resolved in a much better way, if you can be more patient and understandings the root cause of customers' issues. (in this case, my previous message was ignored for two days, plus several other issues I encountered during the stay.)

And you could have also asked customers: how was your stay? what the hotel could improve to make it better? Then, I will have much better impression with you, and we could have communicated all the issues in person, instead of me having to write those issues on the web.

(I couldn't reply your comment on the other thread. So, have to answer your...

This hotel is not too expensive, & the staff (especially Solumet) are very helpful.|The rooms are small, but that is to be expected in Europe.|My room was very quiet, as it faced the courtyard.|There are quite a lot of restaurants, bakeries, & grocery shops nearby.|There are a couple of Metro stations within a 5-10 minute walk.|However, it is not the most convenient location, as trips to the major attractions/ will usually require at least 1 transfer on the Metro.|They have a lovely complementary tea & coffee station set up in the lobby all day for guests.||I did have one major issue that would stop me from staying at Le Grey again.||One day I returned to the hotel mid-afternoon to freshen up.|When I arrived at my floor I could see the door to my room was ajar.|I always shut & double-check the door when I leave the room, so I knew I had not left it like that.|I thought Housekeeping must be in there, but when I pushed the door open I could|see the bed had not yet been made.|I stayed in my room for about 15 minutes, then went down to the lobby|to report what had happened.||The gentleman at the front desk called Housekeeping, & after speaking to them told me this:|Someone had gone into my room to check the mini-bar, then left the door open for Housekeeping to follow a few minutes later.||This makes absolutely no sense.|Housekeeping would have a master key to get into all the rooms, so they would not|need the door to be left open.|The person "checking the minibar" should have closed & locked the door behind them when they left.|Also, I was in my room for almost 15 minutes, & Housekeeping did not arrive during|that time.|Who knows how long my door was open before I arrived?  Or how long it would have been left open had I not returned to the hotel?||The worst thing was the front desk gentleman's attitude.|When I said I was quite upset about what happened, he acted like "the door is|closed now, so what's the issue"?|There was no apology, just him acting like I was making a big deal over nothing.||Well, it was a big...

Avoid this hotel all possible if you can!!

Worst ever hotel manager I have ever countered after traveling 30 countries and stayed 100+ hotels world wide.

Tiny room: could even open two small luggage at the same time on the floor. Extremely small beds. My body size is very small, but still had the risk of falling down. Tiny front desk and tiny lobby.

Noise/vibration: when you sleep, you can feel small vibrations due to trains going through underground.

Breakfast: except a little eggs and sausage, everything is cold. (Service was not that good either.)

Elevator: broken!! You have to climb up and down stairs yourself sometimes. (Btw There is one guy worked at night. He was good, polite and informational)

Check in: I asked if they could clean my room a bit earlier and check in just one hour earlier because my 73 year old mom health problem after traveling international long distance. Answer was NO, and they didn't want to listen to the detail reasons any more.

Bottle Water: because I was not let checkin. I asked some bottles of water from the front desk. I was handed over some water from the storage room. And I did the same thing for the following days. They never told me there is a fee, and charged all. I disagreed with the charge when I found out. (It was your front desk problem of not telling me the charge.) Guess what. They first didn't handle my message for two days. I was quite unhappy when I checked out and asked to talk to the manager. I told them this is small fee (in fact my company covers all my expenses), but you are NOT doing the right thing. it doesn't make sense for you to charge customers WITHOUT noticing the fee ahead. I told them if you are so unprofessional, I had to write bad reviews. Guess what: The lady hotel manager became very rude and said I was blackmailing them, became angry with me, and said something really unpleasant "it was common sense for charge without notice. If you say you didn't know it, you must be lying..." WHAT? How could you become a hotel manager like this? I have never seen a four star hotel treating a Customer who spent 1400 euro in 5 days, with such a bad attitude.

It really ruined my Paris...