This hotel has a great location and our family had a great experience staying there in 2001. Based on that previous stay, we decided to stay there again on a family trip to Paris last month. While the room we stayed in was clean and fits four people as comfortably as possible within this budget range, we were very disappointed with our experience the second time around.
We arrived to discover that the elevator for our sixth floor room was not functioning. Initially told that it would be fixed in two days, the lift worked on only one occasion during our six day stay, but hotel management refused to significantly discount our bill for the considerable inconvenience of tromping up and down six flights of stairs each day.
We were disappointed by the poor level of customer service in other ways as well. When we asked about booking tickets to an amusement park advertised in the lobby, we were told that we would need to purchase an internet access card from the concierge. Once purchased, we learned that the hotel laptop could not access the site needed to purchase the requested tickets; a fact unheeded and apparently of no concern to the hotel staff who sold us the ticket. The same lack of concern extended to requests for restaurant leads in the neighborhood.
We have traveled extensively in Europe as a family, staying in many similar hotels. By far, this is the worst experience we have had and I caution anyone expecting reasonable levels of hotel customer service away from Hotel Massena.