Molitor Hotel & Spa Paris MGallery Collection — Hotel in Paris

I am extremely upset about the service I encountered at this hotel. My wife and I decided to stay here to celebrate my 30th Birthday - an important life moment for any guest, booking the most expensive suite they offer at a rate of over 700 euro a night. At check-in we were aggressively accosted about our reservation by the staff, claiming that we did not have one - nor that we had paid for one. Quite the contrary, as we had pre-paid, in full - online in advance and presented a valid reservation number in a confirmation email. The first member of staff we dealt with was Roman Poterre and he actually said to me that I did not have a reservation, and that this must be because my card was declined even after presenting him with confirmation of our reservation indicating the amount had been paid in full and charged successfully. He was claiming we had not paid, or that for some reason he knew the financial status of a reservation he could not find. Not only insulting, this doesn’t make any sense.

We were told by Roman Poterre that our "transaction was declined" on a reservation he could not find - although we have already paid in full online and showed a valid reservation number. At this point, a manager Wilbeth Roque appeared and continued to accost us aggressively about the validity of our reservation. Criticizing the fact that we were without a reservation, although we presented her our reservation number. She then forced us to give our credit card to charge the full rate again of the night. This completely unacceptable behavior was then continued after I presented a second receipt showing confirmation of payment at the time of booking, and that the charges have been successfully placed on our card.

Upon my request to remove the charge, she insisted to keep our money blocked and unavailable for our vacation. At no point did she call anyone or in anyone try to resolve the situation or find a solution to the problem. She did not apologize for this inconvenience and did not solve anything, besides taking more money from us.

During all this, at no point did the staff welcome us to the hotel - give us information about the hotel, or recognize the fact that we were spending the evening to celebrate my birthday. Also the staff did not welcome us back to the hotel, due to the fact that I have already stayed on property before. They didn't even ask us where we have come from, since they were more interested in fighting with us than welcoming us. Due to all this stress, our entire stay was uncomfortable and unpleasant, having been overshadowed by an AGGRESSIVE staff.

These two staff members should not be customer facing, and do not have the proper training or skills to handle clientèle.

My wife kindly reminded the manager we were here for my 30th birthday (again) and suggested to remedy the situation with a bottle of champagne. Instead, we found 2 bottles of juice? That had also passed expiration date. This was an insult to us, and our family.

Our room had bugs in the bathroom, and other areas. The next morning, upon entering the spa area - the staff tried to nickel and dime us for access to the jacuzzi area, claiming at first they did not have one (a lie) - then changing their mind like Trump, and giving us a price of 150 euro per hour to access a spa which our room already included. That's 2.50 euro per minute.

This was by far the worst hotel experience I have ever had in Paris. As a Tech-worker from San Francisco, and having traveled the world and staying in 5-star properties on a weekly basis, this behavior was unimaginable. It felt like opposite day, nothing was working. Do not spend your money here. I will never return to this hotel, and buyer beware the staff is COMPLETELY INCOMPETENT.

This hotel has lost our business, and we will never return to...

Not sure that I recognise the fabulous hotel described in most of the reviews on Tripadvisor. It was okay but not outstanding. Service was a bit hit and miss and felt a bit unfriendly at times. There are lots of positives though.||The rooms are comfortable with good bedding and lovely Clarins toiletries. We got a nice upgrade on check in to a Junior Suite which was much more spacious than the Deluxe King that we had booked. Whether the room (even with the upgrade) justifies the 550 EUR per night rate is, however, open to question. We just didn’t feel that there were any of the frills that would normally justify such a rate, especially given the out of town location. Our biggest issue was that it took until the third night of our 4 night stay for the room to cool down sufficiently for us to sleep well. A number of friends also staying at the hotel had a similar issue and it seemed that the system was set to restrict the temperature to go no lower than 22 degrees for the first two nights but this was reduced to 21 degrees for the third night. This was also experienced by our other friends, supporting our assumption that the hotel was controlling the system centrally despite no one on the reception desk communicating this clearly when we were all asking for help to reduce the temperature of our rooms. ||The leisure facilities are also a positive - it’s really unusual to have such a great outdoor pool in Paris and clearly this is what draws a lot of the guests to the hotel. I enjoyed a fabulous massage in the Spa - I’d return to the hotel for this alone although I believe that you can book a treatment without staying at the hotel which I would definitely recommend. ||The breakfast buffet is also pretty good although nothing particularly amazing. Tea & Coffee orders, however, were a challenge whether it was busy or quiet with items missed off and slow to be corrected. This made the experience quite frustrating. ||The rooftop bar and restaurant were particularly appealing as the weather was great during our stay. We enjoyed a great lunch with good service by day. However, this contrasted with late at night when we returned to the hotel for a nightcap before turning in for the night when the team were really slow to deliver orders and we were consistently thrown out at exactly midnight. We totally accept that the facility closes at midnight but then maybe it would be better not to serve drinks at 23:55 and then send someone from security around tables advising guests that the bar is now closed. No “please drink up”, just a “the bar is now closed and you must leave”. Either don’t serve drinks so late or give guests a little time to finish their drinks and leave at say 00:15 rather than literally chucking them out at midnight. The rooftop could be a huge revenue generator for the hotel and a fabulous facility but sadly the service really...

Unfortunately we didn’t have a good experience at this hotel. Both the quality of services and the room fell short of our expectations of a 5 star hotel.

Some of the staff I interacted with were a bit unprofessional, especially in the Club section where we had dinner. Unfortunately the hotel only have one restaurant on the rooftop where they have limited number of tables and these usually get booked up. There is no way all hotel guests can eat there, so when u didn’t plan ahead you can either eat in your room or go down to the Club area. The menu is slightly different to the restaurant/room service menu and I genuinely don’t understand how they can’t prepare the same meals and bring it to the Club section when they can take these to any room in the hotel.

We had to wait half an hour for the food to come (even though these were simple dishes), the waiter brought the wrong order, and when we wanted to pay (we went to the bar to pay they didn’t even have to come to us) the gentleman behind the bar told us to wait until he finishes preapring some drinks for other tables so we had to stand there actually waiting for him to allow us to pay the bill.

The breakfast service was very slow to replenish food (fruit section almost empty at 09:30) there were no clean glasses I have heard multiple people asking for glasses.

At times I had the feeling that the staff looks down on you as a “tourist” and communicating in English also seemed to be a hassle for them but come on its a tourist hotel and not everyone speaks French.

Maybe this kind of behaviour is acceptable in a 3-4 star hotel but this is supposed to be a 5 star hotel.

You can only check in at 4pm and you must leave at 12pm so if you are there for one day only it’s not even a full day? I dont understand why guests who have checked out cant use the pool at least 1-2 hours more before the next batch of people check in.

The poolside bar closes at 6:30pm which is also a bit frustrating as in the summer you would enjoy the pool for much longer.

Our room was labelled as “deluxe” however the room felt small. There was no bath and only two very narrow windows which was advertised as pool view but u had to go to the window to be able to see the pool and the door didn’t open completely to be able to go out on the balcony. One of the reading lights was faulty, also there was a hazardous bathroom switch that was sparkling each time we touched it. The room was supposed to come with a king size bed but it was barely 150cm wide so I don’t consider that king size.

It feels like they can do all this as there is a lot of hype around this hotel but in reality the quality of service is mediocre at best. It’s a shame as the building and setting with the pool is really nice! I was definitely shocked to know that this is supposed to be a...