Ace Hôtel Paris Marne La Vallée — Hotel in Torcy

Visited 28/12/2023 to 30/12/2023. The location is excellent and is approx 15-20 minutes by car to local famous theme park, so very convenient and lots of places to shop nearby for snacks etc.

Upon arrival greeted by the evening/night team, the Indian gentleman on reception was professional, polite and very helpful, including supporting my granddaughter who had run out of milk on journey to the hotel. There is decent amount of parking spaces available at the location. The price for the location is very competitive and unlike a lot of places which have a bed above the head area of a double bed below, the Ace hotel has decent beds allocated to the rooms.

The room itself is quite basic, there is no tea/coffee/biscuits and there is no iron/ironing board, also don’t forget if coming from a non EU country to bring travel adapters (although local supermarket shop has some if forgot). There is no information or welcome cards in the room so you have to guess your way through, including the TV in the room which unfortunately had a hotel wide fault for the entire stay on channels 50/51/52 which are the only English speaking channels which means if you have a electronic device you can stream from take it with you as unfortunately first night was told nothing they could do to fix it, hence why based on the room itself can only give four stars out of five. The bathroom is functional with a low power shower and couple of towels, and a small square bare of soap and fixed to the shower wall a shampoo dispenser but not clear if can also use on body so potentially bring some or buy locally shower gel.

The breakfast in the morning is from 6.30 which is great for getting away early to wherever you are visiting, with local theme park prices so high at this time of year we went just for one day but got away early to do so. There was lots of croissants and petit pans, also cold fruit juice and hot drinks stations as well as sliced bread and a conveyor toasting machine. There was also fruit and yoghurts available as well as cereals and musli, which was a good selection and helped the rating stay at four stars instead of just three.

Having got to the hotel early evening on the first day and no night menu apart from some hotel priced snacks such and soft drinks etc, I ordered via U Bereats to the hotel to ensure got to eat after arriving. All in all a no frills hotel and would recommend for the location proximity to local famous theme park and price, just don’t expect too...

If I could give zero stars, I would. We checked in on Monday the 2nd of January and checked out early this morning. What was a lovely stay was quickly ruined by the hotel’s ‘General Manager’, Sean. We ate breakfast every morning of our stay and assumed that, like the majority of other hotels there was table service. On our first morning there was a younger girl clearing trays and tables and every other morning we saw families leave their dishes on the table, it never occurred to us that we should be doing it ourselves. Anyway, as we got up to leave our table this morning Sean approached us in a very hostile manner. He said ‘aren’t you going to tidy this away?’ He then began to furiously put the dishes on a tray and my Husband replied ‘yeah, where do they go?’ Sean said ‘well give me a hand’ and stormed off to the kitchen. When he came back to the table I explained that he was being very rude and abrupt to which he replied ‘well it’s very early in the morning’. We went to the foyer to wait for our Uber and he came to the reception desk. I explained that if he had come to us and said that we should put our dishes away and directed us to where they go then we would have done that. One sign in a corner of a very large dining room is very hard to miss and they don’t explain it at check in when telling you the times of breakfast. Sean that told my family and I, which included our 11 year old and 2 year old boy that we where ‘uneducated’. My husband informed him of the job role he has and how that could not be further from the truth. To be a general manager of a hotel and possess absolute key zero people skills or manners is astounding to me. It is so very disheartening to hand over £600 of our hard earned cash to a company that do not appreciate or respect you as a customer who is giving to there business. We cannot and will not allow Sean to spoil or first time in Paris but it is a shame he chose to end our family holiday this way. Ironically Sean is from the UK, like us and he is the most arrogant and rudest person we encountered on our stay in this City. The people of Paris where nothing short of polite, courteous and welcoming. We will most definitely return, but not to Ace Hotel. I would advise you to take spend your money...

We would like really not recommend this hotel, since my wife lost her wallet with some Bank cards, some money, and the most important item, her German ID. Check it out the hotel answers sequence below, when we came back and noticed that she had lost it:||||1° day (Monday) - They asked for the room number and my wife last name, and they reply saying that they have found it, but they don't know where it was it, since the guy who found it worked on Sunday, and he would only come back on Wednesday, sice he was on his days off.||||2° day (Tuesday) - I called and asked again, they said that they weren't sure that if they have found it. But they would talk to this guy on Wednesday ||||3° day (Wednesday) - Finally we called them again, they said that this guy made a mistake and haven't found anything, he got himself confused, because they have found a wallet in the next room, by the one we were in one week ago, and the name on it was pretty similar to my wife's name.||||4° - (Thursday) - We were really sad, because to get a new Id in Germany is really complicated, then at night I told my wife to call the hotel again, the night receptionist were there, she said they have found it, and she really confirmed again my wife's last name. We were really happy to receive only the German ID, we sent an email right away with the address for the ID to be sent.||||5° (Friday) - We decided to call again at night, because looks like that someone in the Hotel doesn't want to give back our stuff. And then again, the same girl answered, saying that she also had made a mistake ans they really haven't found it.||||Sorry for all that, but I really believe that my wife's ID is in the Hotel and for some reason they didn't want to give us back.||||So keep your eyes open, because if you loose something in that hotel, you are lost. I wish that the whole ACE Hotel chain doesn't work like that.||||That's a message from a pretty disappointed customer, because we need honesty for life. I won't stay in any ACE hotel anymore and I will incentivate my friends to do the same. ||||That was really a...