Maison Villeroy — Hotel in Paris

Booked on their website and received multiple confirmation emails leading up to our stay. The email subject was "Maison Villeroy Reservation Confirmation: Confirmed"... Arrived from London to find that our reservation had been cancelled without notice with no other available rooms. Never experienced this before in my life with a five star hotel.

The issue was they tried to charge a payment, and when it didn't work they sent an email that went to spam, and then cancelled my reservation without contacting me (didn't receive a call either). Meanwhile I continued to receive the "prepare for your reservation" emails, which didn't go to spam, right up until I arrived.

Several obvious problems here that are frankly embarassing for a five star hotel:

1. If payment confirmation is required, the website should not email a confirmation without that payment being accepted. It's not that hard to charge a payment online in 2023... Or at least be EXTREMELY clear that the reservation is not booked until the payment is charged, rather than kicking off a confirmation drip campaign.

2. Every other five star hotel has the simple policy that if you can't get in touch with a guest after a reservation is confirmed, you DO NOTHING. Any other policy risks the unbelievably frustrating situation we had to deal with today where we literally came fron London to realize we have nowhere to stay. The hotel manager at the plaza athene across the street confirmed this with her shock at the fact that Maison Villerot apparently does not follow this policy.

3. A bigger hotel would tend to have availabilities to cover for snafus like this. Maison being a small hotel trying to pinch pennies and pack its rooms to the brim is thus more at risk for you being at the short end of musical chairs. The only fix for this is to implement policies (1) and (2) above.

4. While we're here, I find it surprising that the bell boy does not automatically take your bags up the stairs. He looked at me like I was going to do it and I had to ask him, which is embarassing. In addition, the place was under-staffed. The same guy taking our bags was the checkin guy, and he was interrupted multiple times during the process opening the door for other people. You're a five star hotel. Hire a dedicated doorman and have him stand outside to greet guests like every other five star.

If you call yourself a five star hotel, you need to act like it. What happened today would embarass any hotel going for that distinction, and I hope this message helps to make sure it will never happen to another guest again.

Thankfully the plaza athene across the street had plenty of very nice rooms, five doormen ready to take our bags, and all of the other amenities one would expect from...

The breakfast was shockingly poor for a so-called five-star hotel—just a few slices of bread and some fried eggs, nothing else. It was not only minimal but embarrassingly substandard, falling far below even basic expectations, let alone luxury ones.

Far more serious, however, was the outright fraudulent behavior regarding the Ardor room I was assigned. At around 11:50 PM, it began emitting violent, mechanical noise—most likely from the elevator shaft or infrastructure—making the room entirely uninhabitable. I later discovered that this was a known, recurring issue that the hotel had chosen to deliberately conceal from guests while continuing to sell the room at full price. That is intentional misrepresentation, and it constitutes fraud, plain and simple.

What made this even more infuriating was the conduct of the night manager, who blatantly lied to my face by claiming there were “no other rooms available,” only to “magically” produce a luxury suite the moment I mentioned filing a complaint with Booking.com. This was not a mistake. This was a calculated attempt to deceive and suppress a problem, hoping the guest would accept a low-grade substitute and stay quiet. That is not service—it’s manipulation.

As for Charlotte Gheraert, the Rooms and Quality Director—her response the next day was textbook corporate gaslighting. Instead of taking responsibility, she deflected blame to Booking.com, refused to acknowledge the deception, and shamelessly claimed that the last-minute upgrade was “compensation,” when in reality it was just the bare minimum required to fix the situation. Her message was evasive, disingenuous, and filled with insincere PR language, completely devoid of the accountability and integrity one would expect from a so-called luxury hotel.

This establishment presents itself as a five-star boutique property, but in reality, it operates with the mentality of a cheap, dishonest back-alley operation—one that clearly lacks both values and a service mindset. It may have expensive furniture and marble walls, but the people running it have no business in hospitality. The experience was so infuriating and distressing that it cast a shadow over my entire trip to Paris and left me regretting ever booking with them.

If you value honesty, peace of mind, and basic decency, do not stay here. You’ll get better treatment—and sleep—at a 2-star...

Stayed at Maison Villeroy during our recent trip to Paris and had a great experience overall. Highly recommend for anyone looking for a quiet, well-located boutique hotel.

The hotel is just a short walk from Champs-Élysées, with lots of shops nearby. It’s also within walking distance to major landmarks like the Eiffel Tower, Arc de Triomphe, and Tuileries Garden. The location is central but peaceful.

There are only 11 rooms in total, so it feels very private. We stayed in a suite, which had a separate bedroom and living room. There was also a guest restroom in the living area, so friends could visit without needing to enter the bedroom. The toilet had a heated seat, and the toiletries were from Diptyque. Soft drinks in the minibar were complimentary, and an iPad in the room controlled the lighting, curtains, and TV. Each side of the bed had USB ports, and there was even a universal adapter in the drawer. The room key was made of leather, which was a nice touch.

The hotel offers butler service, and they helped us with restaurant and activity reservations. We were also given two drink vouchers upon check-in to use at the bar downstairs. There’s also a Michelin-starred restaurant (Trente-Trois) on the ground floor.

The guest rooms are on the second to fourth floors. The spiral staircase next to the elevator is beautiful and perfect for photos. Breakfast is included in the room rate. We found out just before leaving that guests get one hour of free spa access every day — unfortunately we didn’t get a chance to use it.

Overall, a really nice stay. We’d definitely consider coming back next time...