Maison Bréguet — Hotel in Paris

I don't usually write reviews, but I feel obliged to share my poor and unprofessional experience at Maison Breguet.

I had booked a 3-night stay at the hotel from September 21st to 24th. However, due to work commitments, I could only arrive on the 22nd. I called the hotel in advance to inform them of my late arrival, and they assured me it wouldn't be a problem, noting it on my booking.

Two days before my arrival, I called again, this time to inquire about an airport transfer. Once more, they confirmed that my late arrival was noted on the booking, and it shouldn't be an issue.

However, when I arrived on the 22nd at 11 pm, the reception staff couldn't find my booking in their system. I was shocked and showed them my phone records as proof of my prior calls. They then admitted an error had been made and it appeared the comment of my late arrival had not been seen. The night team gave me a room, promising to sort it out in the morning.

On the morning of the 22nd, the manager blamed me, saying I should have emailed them to confirm my late arrival, as phone calls were not considered confirmation. I was asked to vacate the room and find another hotel. The hotel was now fully booked and this was my error.

I was bewildered, as I had clearly called twice and provided phone records. The manager insisted that only written communication via email was acceptable with them. Phone calls do not suffice. The hotel claimed it was my fault for not emailing confirmation of my late arrival, and as i way late, my booking was now cancelled. I couldn't believe it.

I called Expedia, who I had booked through, and they were incredibly helpful. I explained the situation, provided the manager's name, and shared screenshots of my phone logs. Expedia quickly resolved the issue, contacting the manager and securing a refund. They also compensated me handsomely and suggested alternative hotels in the area. Without them, Maison Breguet might have gotten away with keeping my money.

In private, the Expedia team hinted that this wasn't the hotel's first problem, and they suspected the hotel was trying to cover up their mistake. Furthermore, the hotel was fully booked, and so with their error, they were trying to do the easy thing and blame it on me. I agreed, especially as the night team's and morning team's stories didn't align.

Overall, the hotel itself is lovely and in a great location. However, I feel compelled to warn others that I would have a hard time trusting this establishment again. Such behaviour is unexpected from a 5-star hotel, and is quite crooked. I am quite intrigued how they will respond to this review - they will most likely deny that i ever phoned. Again, I appreciate this my voice against there's, but i shouldn't have to take email records for every discussion with a hotel, and once again my evidence of phone records is very strong as to the discussions that have been had.

Overall If you book, consider doing so through Expedia, who truly came to my rescue in this situation. I've come away from the ordeal with quite a healthy profit given the compensation - so do not have much to complain about! It actually worked financially well for me! But i would not wish this on anyone else, and have a strong moral compass to state when individuals and organisations are conducting bad practices.

Edit 25/09 - I received a lovely call from the hotel apologising for the entire ordeal. They were extremely lovely and explained to me how this situation arose, offering me a complementary night in return. I really appreciate them ringing me like this and...

Most of the time no one at reception, this is basic 5 star requirement calls not answered for a lot of the time. along with the phone ringing over the required 10 rings. late food a few times (ordered from outside). latest 15 minutes. not okay. friendly female worker with short hair. She knew how to answer the phone, quick with food, and very helpful. work done in rooms is poor. Flush is not working right for both room toilets vegan snacks in mini bar and drinks. Great. no rubber seal for the shower, all some how removed…not put back on…confusing Staines on rug no towel hangers Two face clothes the first time. Then not the second time. I could go on about housekeeping. Having to go into a cheap low end hotel for the car park. having a nap, yoga, rest and just chill time was impossible due to housekeeping slamming doors, loud talking, loud laughing and they seem to take ages in the same rooms took 45 minutes to do the room I was in before the final room. manager said due to the dog. that’s not true. just excuses. a worker was intense wanting to touch my dog. I said no and she said “what’s wrong”. I don’t want you touching my dog and it was very intense how she went about it. I have a 16 room home and they find an hour cleaning a room (small) normal. my items got moved by housekeeping some not very nice characters…never had that before. water in and out of hot to cold. the manager said the water was “fine for me” hmm ok.

there’s so much more that went wrong.

Worse time was when my partner rang asking about food again and got “yes Ma’am I’m bringing it to you”. While it actually being my partner. Seemed like he was very bothered. I’m paying for service, yet it’s no good mostly. I brought it up to him as I was so taken back and he just kept making up excuses. His story changed so much. I’m a guest. I deserve great service. Otherwise someone needs to tell whoever that the hotel needs more staff. And if it isn’t possible. Something needs to change. My partner had him also when my partner wanted a drink, talking and going on and on about me to my fiancée. My partner asked for two drinks, and this guy when on about me. My partner told me what was said. He also made up the whole thing and my partner said…”I was there I heard it”. My partner also had to just go get the drinks himself. To hear he’s talking a certain way about me to my partner is very unprofessional. He shouldn’t be customer facing.

I am also taking legal action if I don’t get a response to my email.

Edit: it was one time I gave a specific time. With plenty time prior to that slot. It wasn’t even worth you mentioning that as the housekeeping were around. Some staff were great and others...

In summary I was very dissatisfied with my stay at Maison Breguet. I booked a Junior suite directly with the hotel in August 2024. I have a paper trail of emails between the hotel and myself asking to be allocated a walk in shower due to a health issue. I arrived at the hotel on the 19th October for two nights to be given a room with a very deep bath and no walk in shower. I get moved to another room which has a walk in shower but only one double bed. I booked a Junior suite for myself and my two daughters age 14 and 17. Once in the second room, we realised that there was no sofa bed for the third person. The reception staff called me and offered me another room for the next day with some complementaries for my inconvenience of allocating my room to another guest. We went to bed and I had the most uncomfortable night in bed with my two daughters, as the bed was too small for three adult size people. The next day we got moved to the newly suggested room and the bathroom had a walk in shower and there was a sofa bed. I would now like to add, there were no complementaries. The hotel charged my friend and I €16 for two cups of camomile that evening, this should have been at the very least, complimentary and the unopened bottle of wine that was in my prior room with a welcome note from the hotel had not been put in my new room, there was nothing. The shower actually made me feel ill looking at the tiles. They were all full of soap scum and there was mould around the base of the shower. This is not the standard of a five star hotel that I expect and I will be looking into this accreditation. I already emailed the hotel upon my return to London and they sent me a very poor standard response of they were “saddened” to hear all of this. How is that helpful? I emailed the hotel personally in the first instance, as I thought that was only fair and to give them every chance to redeem themselves. |This hotel needs to improve its standards. My room was €600 per night. It was a 3* standard and should be priced accordingly. Very poor. I will not be returning there on my next visit to Paris, I would be ashamed to recommend if and I will be investigating the accreditation. I hope this honest review is helpful to those of you that are considering staying here, as it certainly would have helped me make...