We had a reservation for hotel Le Clery for two months prior to our arrival. A couple of days before the arrival I both called and emailed the hotel to confirm our stay and to let them know that we’ll be arriving around 9pm due to a late flight. The hotel staff assured me that it would be no problem.
Here is the response email I receive from the hotel 4 days prior to our arrival:
“Hello,
I confirm your réservation ( by booking.com), double room to 20 to 23 of juin.
We wish you a very good staying in Paris, to celebrate your wedding anniversary in this beautiful city......
We are waiting after you, no probleme for your arrival time.
Thanks.”
We arrived at the hotel around 9pm as expected after spending over 50 euros on a taxi (to avoid carrying our large heavy luggage). We step into the hotel to be told by the front desk representative that there are no rooms left at the hotel. Imagine our surprise considering we both and called and emailed the hotel to inform of our late arrival a few days prior!
Needless to say there were no explanations or apologies offered.
The guy at the front desk informed us that “you are very lucky because we were able to find you another hotel”. All I could think to myself was “I am LUCKY? I had a reservation!!!”
The hotel was down the street but still meant we had to carry our very heavy luggage by ourselves because he was not willing to help and there are no bell boys in this hotel! Both my husband and I have medical conditions that prevent us from lifting heavy items but the guy didn’t care and was not willing to even book us a taxi .
The next day we came back to inquire about this situation with the manager – he was even more rude than the guy from the night before! Again, not only did he not apologize or offer any explanations as to why our room was given away, he started screaming (yes, screaming at us!) to leave the hotel and was not willing to provide us with his name.
I travel a lot for my job and do a lot of worldwide personal travel as well and I have never encountered such rude customer service and attitude!
