Mandarin Oriental Lutetia, Paris — Hotel in Paris

This was our second time having the pleasure of staying at Hotel Lutetia, and you all somehow managed to surpass any expectations set by our amazing first visit in 2024! |Without a doubt, this hotel's commitment to personalized client experience is beyond any other I've ever encountered. We felt welcomed and cared for from the moment our feet hit the pavement outside the entry to the hotel, welcomed in person by our delightful concierge Violette and ushered directly from our car to our waiting room...decked out in beautiful flowers, all kinds of treats, fresh fruit, and a perfectly prepared and appointed room. It was such a relief not to have to wait in line or deal with luggage; our arrival had been well anticipated and organized. She took the time to explain everything about the room and its technology and to make sure we had everything we needed to settle in. It was fun to be able to say hi to her throughout our visit as we came and went, and she went above and BEYOND asking her manager if we could keep our embroidered pillow cases! I couldn't believe it, within an hour there was a new set, folded in tissue, waiting on our bed for our trip home. Mind Blown. ||Beyond our first moments, the stay itself was perfection. We did couple massages in the spa for the first time, highly recommend that on your first day as you adjust to jet lag! The spa was beautifully designed and well-staffed, with lots of thought given to anything a person could desire. I loved the pool (they provide goggles, flippers, and all you need for a swim workout), the steam room/Hammam, sauna, hot tub, and cold plunge pools were fantastic. ||We did drinks every night at Bar Josephine and loved that space! There's an awesome jazz trio that plays Thursday-Sunday nights, and we got to hear a bit of them on our last night. We will make sure to time our stay better next time, as they're outstanding. Both bartenders we encountered were very well trained, some of the best I've had anywhere! The staff were welcoming and kind, and put up with our terrible attempts at French. We appreciated how fluent everyone was in English, especially since we were visiting your country; it made us feel very comfortable and was a relief. Serena was our server/host three out of four of our nights there, and we loved chatting with her about life in Paris and getting to work during the strike on September 10th. Our time with her was a highlight, as were the perfect Cosmopolitans I ordered each night. ; ) ||Our room was incredible. I didn't know anything like this existed in Paris and am convinced it truly is the BEST view from the BEST hotel. You will not convince me otherwise. Suite Amore/Eiffel/708 was worth every penny. We will start saving now for our next trip, it may take a few years but we soaked up the moments sitting out on our balcony, watching the sun set from behind the Eiffel Tower, sipping a glass of Champagne or coffee in the morning. We spent many hours up there, just reading, talking or watching a Netflix show on our iPad into the wee hours of the night, a baguette and some cheese from the nearby La Grande Epicerie in hand. Loved every minute. ||Our room rate included the fabulous breakfast buffet each morning, also a highlight. We were able to have the waiter Azzedine three of our mornings and he was absolutely lovely. Super attentive in the best way and made us feel welcome and cared for. We loaded our plates with perfectly ripe tiny strawberries and the best mango I've ever had, crepes, amazing French omelets, and sourdough bread from the famous bakery Poilane from around the corner. It does not get better than this. Thank you to the kitchen staff for preparing all that for us each day! Truly some of the best food we had during our trip, we didn't need to leave the hotel. ; ) ||There were so many small thoughtful touches and little gifts, I lost count. Truly, the best hotel experience we have ever had. Thank you from the bottom of our hearts for an amazing stay and very special memories. We hope to come back in a few years and are so grateful to you all and this...

BELONGINGS STOLEN + Inconsistent Service.||NOT WORTH IT! THEFT was a serious violation of trust and safety. No resolution is why I will NOT be going back.||I have stayed at this property for YEARS and put up with many random but upsetting service issues which I let slide because the property IS beautiful/ recently renovated and the location is my favorite, I have also recommended this to countless people for those reasons.||That said, SERVICE is 50/50; some people are amazing, the others are not great.||||I was in Paris for a work trip during Fashion Week. My partner + I had 2 Fashion Show invitations in our room which came with a leather gift inside (we had ours on either sides of the room).||The evening before our departure as I was packing, I had a 3rd invite I was taking back for a friend who had an issue with her invite delivery so I was to pack it with me.||When I stacked my invite box + hers, I noticed one was significantly lighter. I initially thought there was a vendor issue with the maker of the invite (I was going to complain to our Events team that the cardboard was thinner on one versus the other). When I opened my box to see how the construction was different, I was shocked to find the leather gift was no longer inside my invite box.||I asked my partner if he took it and he said, of course not. Bewildered, I immediately told him to check his, and when he did, we were absolutely shocked to discover his was missing too.||I called the reception and asked they immediately connect me to a Manager because 'THERE IS A THIEF ON THE PROPERTY'.||I told the Manager exactly what happened. While they responded apologetically and said they take these types of matters very seriously, what happened afterwards was NOT REFLECTIVE OF THIS.||While the value of the leather items may not have been much, aside from sentimental value, I started to cry because I felt VIOLATED that SOMEONE I DID NOT KNOW HAD GONE THROUGH MY BELONGINGS. It also showed THIS PERSON WAS BRAZEN because they went INTO our belongings and STOLE BOTH my partners and my things which had been on opposite ends of the room.||It's not like we had the things out in the open for someone to steal (which would NOT make it ok but these items were INSIDE A BOX with our names on them!), this person clearly felt comfortable enough to do this!||I checked my room for anything else that was missing but I was so shaken I only checked for the most important things like my passport, a watch + engagement ring- all of which I had. Although, I noticed a handbag which I had placed in my closet had been sifted through.||||The next day when checking out, the Guest Relations Manager apologized to me for my experience and wanted 'offer me a complimentary night on my next stay'. I told her I appreciated it but WANTED A FOLLOW UP WITH A FULL REPORT OF THEIR FINDINGS because THIS WAS A SERIOUS VIOLATION OF MY TRUST AND SAFETY. I wasn't sure I would feel comfortable to return.||Listen, I am very aware these things happen, but HOW incidents like these are handled by Management TELLS YOU EVERYTHING YOU NEED YOU KNOW.||Approx one week after I left, the GRM sent a message to say they had organized a replacement of the leather gifts with the luxury brand I work with, which was a kind gesture.||3 weeks after I left, I had to FOLLOW UP up and ask for the status. I was informed "after an in-depth review, including the analysis of surveillance footage, electronic lock records, and interviews with our service teams, we regret to inform you that we were unable to reach a conclusive finding regarding the disappearance of your belongings." And "as a token of our gratitude, we would love to extend a special invitation for one night in YOUR USUAL BEDROOM CATEGORY upon your next stay"||||THANKS BUT NO THANKS||||Sure the rooms are nice and I love the location BUT AT WHAT COST? ||||There's a lot of other options in Paris.||It's only a matter of time before the person who stole from us, WHO THE HOTEL DID NOT CATCH, will likely steal again and I am not going to be there when they do.||||NEEDLESS TO SAY, I HAVE NO PLANS TO RETURN...

BELONGINGS STOLEN, Inconsistent Service. NOT WORTH IT! THEFT was a serious violation of trust and safety. No resolution is why I will NOT be going back. I have stayed at this property for YEARS and put up with many random but upsetting service issues which I let slide because the property IS beautiful/ recently renovated and the location is my favorite, I have also recommended this to countless people for those reasons. That said, SERVICE is 50/50; some people are amazing, others are not. I was in Paris for a work trip during Fashion Week. My partner + I had 2 Fashion Show invitations in our room which came with a leather gift inside (we had ours on either sides of the room). The evening before our departure as I was packing, I had a 3rd invite I was taking back for a friend who had an issue with her invite delivery so I was to pack it with me. When I stacked my invite box + hers, I noticed one was significantly lighter. I initially thought there was a vendor issue with the maker of the invite (I was going to complain to our Events team that the cardboard was thinner on one versus the other). When I opened my box to see how the construction was different, I was shocked to find the leather gift was no longer inside my invite box. I asked my partner if he took it and he said, of course not. Bewildered, I immediately told him to check his, and when he did, we were absolutely shocked to discover his was missing too. I called the reception and asked they immediately connect me to a Manager because 'THERE IS A THIEF ON THE PROPERTY'. I told the Manager exactly what happened. While they responded apologetically and said they take these types of matters very seriously, what happened afterwards was NOT REFLECTIVE OF THIS. While the value of the leather items may not have been much, aside from sentimental value, I started to cry because I felt VIOLATED that SOMEONE I DID NOT KNOW HAD GONE THROUGH MY BELONGINGS. It also showed THIS PERSON WAS BRAZEN because they went INTO our belongings and STOLE BOTH my partners and my things which had been on opposite ends of the room. It's not like we had the things out in the open for someone to steal (which would NOT make it ok but these items were INSIDE A BOX with our names on them!), this person clearly felt comfortable enough to do this! I checked my room for anything else that was missing but l was so shaken I only checked for the most important things like my passport, a watch + engagement ring- all of which I had. Although, I noticed a handbag which I had placed in my closet had been sifted through. The next day when checking out, the Guest Relations Manager apologized to me for my experience and wanted to ‘offer me a complimentary night on my next stay'. I told her I appreciated it but WANTED A FOLLOW UP WITH A FULL REPORT OF THEIR FINDINGS because THIS WAS A SERIOUS VIOLATION OF MY TRUST AND SAFETY. I wasn't sure I would feel comfortable to return. Listen, I am very aware these things happen, but HOW incidents like these are handled by Management TELLS YOU EVERYTHING YOU NEED YOU KNOW. Approx one week after I left, the GRM sent a message to say they had organized a replacement of the leather gifts with the luxury brand I work with, which was a kind gesture. 3 weeks after I left, I had to FOLLOW UP up and ask for the status. I was informed "after an in-depth review, including the analysis of surveillance footage, electronic lock records, and interviews with our service teams, we regret to inform you that we were unable to reach a conclusive finding regarding the disappearance of your belongings." And "as a token of our gratitude, we would love to extend a special invitation for one night in YOUR USUAL BEDROOM CATEGORY upon your next stay" THANKS BUT NO THANKS

Sure the rooms are nice and I love the location BUT AT WHAT COST? There's a lot of other options in Paris. It's only a matter of time before the person who stole from us, WHO THE HOTEL DID NOT CATCH, will likely steal again and I am not going to be there when they do.

NEEDLESS TO SAY, I HAVE NO PLANS TO RETURN...