Les Tournelles — Hotel in Paris

Unfortunately the experience before I arrived at this hotel was extremely bad.

I booked direct with the hotel as they had a 'Pay Now & Save' rate and this booking and payment was made at least two months in advance.

I started my holidays and then while in Portugal 7 days prior to being in Paris received an email from the hotel stating I needed to pay for my accommodation and could I use the link provided to pay.

After questioning myself I then found the email from the hotel which reminded me I had use the hotels own 'Pay Now & Save' rate.

I then logged into the hotels own website which showed I had paid and there was a balance of 0 to pay.

I responded to the hotel advising I had paid and provided the hotel copies of what their website said.

I then received an email which contained the words 'Thank you for claiming to pay' which thrilled me no end.

Again I responded with further examples which included three screen captures showing I had paid and then radio silence from the hotel.  It took me a further 2 emails to finally get a positive response saying the matter had been resolved.

Wanting to know how this could have happened and why the hotel did not check the rate used which would have shown it was an error their end I responded to this email and asked for an explanation.  There has been no response to this email l.

I was then asked to provide feedback to Sophie the manager so promptly did and again no response.  Why ask for feedback if such an error is not acknowledged.

So this completely ruined the experience at the hotel. If this error had been acknowledged at check in and they had apologised and possibly given us a room upgrade, a free breakfast or anything to acknowledge their error this review would not be here.

But as they seem now to be ignoring me they get this review.  It seems this hotel only provides customer service if you haven't paid.  As soon as you have paid they are not interested

I travel a fair amount but wouldn't stay here again or recommend this hotel based on...

If I could give this hotel 0 stars, I would. My husband and I planned to stay here for a few nights, but we left after just one miserable night. This hotel completely ruined our Paris trip.

The nightmare started when we discovered stains on the duvet covers —completely unacceptable! Clean bedding is the bare minimum we expected. We contacted the night clerk, who initially offered a terrible solution and then simply ignored us. We waited for over an hour, only to realize that the clerk had decided to no longer acknowledge our issue. We had to spent the night with the dirty bed sheets.

In the morning, we reported everything to the day clerk, hoping for a resolution. Instead, we were given more tasks—writing emails to the management, chasing responses—rather than an actual solution. At no point did we feel like guests on vacation; instead, we felt like we were just solving one problem after another on our own.

Beyond the awful service, the rooms look much older in reality than in the photos. The reception is just a tiny desk by the entrance, and the breakfast room is in the cellar, where there is a terrible smell. Honestly, I have no idea how this hotel receives any positive feedback.

No management response, no real customer service, and no sense of hospitality. We never felt welcomed or taken care of. We are still waiting to a response on our e-mails we had to sent to the management and a clear statement from the management, but I am giving up hope that I will hear back after almost two months now.

The only positive was getting our money refunded, but that doesn’t make up for the stress and frustration.

Avoid this place at all costs. We deeply regret...

I had a very confusing experience during my stay:

Key Policy Confusion: One attendant told me I have to leave my key every time I leave, while another said it's only necessary in the morning for housekeeping. Given that housekeepers have a master key, I'm not sure why they need my key at all.

Inconsistent 24/7 Desk Service: Despite the claim of a 24/7 front desk, I was locked out every day. This was particularly inconvenient when I needed to make a reservation or grab something from my room. On one occasion, I returned at 1:15 am and was made to feel guilty by the attendant, who mentioned he was about to go to sleep at 1:30 am.

Laundry Pricing Issues: The laundry prices were incorrect, with an extra $80 added to my bill. Although the issue was eventually resolved, it required significant effort on my part. It would have been helpful to know about the washing and pressing machine behind the building that I could have used.

Unprofessional Behavior: Initially, I was planning to write a four-star review until an incident last night. I ordered food to the hotel using my initials. I arrived in the lobby just as it was delivered, but Alberto, the night attendant, became very upset and raised his voice at me for not using my full name. His reaction was highly inappropriate and unprofessional. When I asked to speak to a manager, I was told she was at another hotel, which turned out to be untrue. There was no supervisor or manager available.

Overall, my stay was marred by these issues. Thank you, Alberto, for ruining my experience. I hope your day improves, or whatever made you feel justified in speaking to a customer that way...