Le Jardin de Verre by Locke — Hotel in Paris

Hotel Le Jardin de Verre by Locke Paris, France Stay Dates: October 22–29 Via Booking.com Confirmation Number: 6277328942 Subject: Formal Complaint – Double Booking Error and Unjust Charge Dear Management, I am writing to express my deep disappointment and frustration regarding how your hotel handled a booking error during my recent stay in Paris. My wife accidentally made a double reservation for the same dates — one through Expedia in September and another through Booking.com in October. While planning a three-city itinerary for our 35th wedding anniversary trip, she mistakenly believed the earlier reservation had been canceled and rebooked the same stay. Upon arrival at your hotel, we were informed that two rooms had been reserved under our name. It was only then that we realized the error. We immediately asked the front desk attendant to cancel one of the reservations and issue a refund. He advised that nothing could be done at that time but suggested following up the next morning. When I spoke with the Assistant Manager, Ms. Diarra Gory, the following day, she was polite at first but became dismissive once I explained the situation. She simply stated that “hotel policy does not allow refunds.” As a hotel Executive myself, I fully understand the importance of policies, but I also know that management discretion should be exercised when circumstances clearly warrant it. This was a genuine mistake, with absolutely no intent to defraud or misuse your services. Losing $2,000 USD over an honest double-booking error — for a stay we never used — is profoundly disappointing, especially from a property that positions itself as reputable and guest-oriented. I had expected a fair and compassionate resolution. Since the hotel refused to process a refund, I have formally disputed the charge with my credit card company, as this clearly constitutes a charge for services not rendered. I sincerely hope that upon reviewing this case, your management will reconsider and reverse this charge voluntarily, correcting what was, in essence, an unfortunate administrative mistake. Thank you for your attention to this matter. I look forward to your response and to a resolution that reflects the professionalism and integrity of your...

Don’t be fooled by highest reviews, like I was, read the lowest before choosing this place as your next stay!!! If you're reading this and considering staying here—don’t. Spend your €400+ a night somewhere that actually values cleanliness, basic decency, and customer service.

As a well travelled person, I assure you this was the worst stay of my life - I hated it so much, and I would even go as far to say it put a dent in our holiday! The city studio is actually not well lit, it’s dark and depressing, worst of all FULL of dust from the moment we checked in; this triggered my dust allergy and as result fell really unwell during my whole stay - currently on anti-biotics for how congested my sinuses became.

The staff are borderline disrespectful and appalling in their customer service. For example, I was too unwell to attend breakfast, so my partner went downstairs to ask for a takeaway English breakfast. The waitress looked at him like he was asking for a favor, not something paid for. Only after he explained “my partner is too unwell to come down, can I please get it to go” she reluctantly agreed — and then forgot to include milk. Minimal effort, zero care.

When we checked out, we needed a taxi to CDG. The front desk told us none were available and that the road was closed, so we should walk out to the main road. Not only was the road not closed, but it was pouring with rain, and I had a fever. Not a single offer of help, not even an umbrella. Just a cold, uncaring response. And these are just a few of the unpleasant interactions we had.

Frankly, I feel like I should be compensated for the doctor visit and medications I had to buy in Paris—expenses I wouldn’t have incurred if the studio had been cleaned properly. But judging by the staff's attitude, I don’t expect a genuine response, let alone a refund or proper apology.

Unless management is willing to offer appropriate compensation, please don’t bother replying with a copy-paste ChatGPT apology. Instead, take serious action: review your cleaning standards, retrain your staff, and stop putting guests in situations where they have to wipe down your dusty furniture or beg for basic courtesy.

Location 5/5 Cleanliness 0/5 Bar staff 5/5 Front desk 2/5 Restaurant...

I strongly recommend you avoid Locke Living Paris apart-hotel. We stayed in Locke living Paris apart-hotel for 4 nights from 3rd July. Their website did not work correctly for on-line check in and therefore we had only put in for 1 adult in the apartment, rather than 2 adults & 1 child. As they had no folding beds, my son slept on a mattress on the floor for 4 nights (by agreement with Laura Cornee- the Head Host - (otherwise the option she gave was that she would cancel the booking) - she then us charged an extra €200 for a mattress put on the floor , which I thought was un-necessary / unreasonable. Anyhow, we paid as agreed and got on with enjoying Paris. Then at around 6am on the 3rd morning, the emergency alarm went off in every hotel room - it was deafening and everyone with great stress & in night dress emptied into the lobey for further instruction / evacuation - after 5 minutes, a staff member said “sorry false alarm - some croissants were burnt - go back to bed”. That was that ! No further explanation or apology - we couldn’t get back to sleep as hearts were racing, so we stayed up. Upon check-out, the following day, I requested some consideration for the upset and maybe a reasonable jesture would be a refund of the extra €200 charged for a mattress on the floor. Laura Cornee the Head Host was having none of it - no chance of any “consideration” for the 6am deafening wake up ! She actually said that the emergency alarm was “ for guests safety” which I completely agree with, but stated that “safety” is not in question when a member of her own staff / Team incorrectly sets off a false alarm and wakens and empties every room at 6am. I agreed to disagree with her and told Laura very politely what I thought of her terrible Customer Service. Unfortunately, Laura’s reply was a curt wry smile - Locke Living are lucky to have other such great staff, unfortunately their Head Host lets them down - I regret having to make negative reviews like this anywhere ! I would look forward to any reply from a more senior member of Locke Living, but not from Lorna Cornee please...