La Reserve Paris Hotel and Spa

Beautiful boutique hotel. Lovely place to stay. The rooms are amazing. They are clean and comfortable. The service was excellent. The team is friendly and helpful. The food here is amazing. The restaurant has a delicious menu. Overall great experience.

I tried to speak with the manager at checkout to solve these issues and he was not available. I came back few hours later and he was still not available. The lady at check out said they would contact me to take care of our concerns, but no one did. I sent 2 complaint emails following this, and no one replied to me. It was the first time we stayed with you, and probably the last time. Everything started with the bad chauffeur booking that picked us up from our private plane at Le Bourget, which your concierge arranged. Considering that a regular van transfer from Le Bourget is usually 70 Euros, we paid 250 euros for a small mercedes with your concierge... OK, that is fine, however the chauffeur was not professional. He did not follow our instructions, he was not helpful and he was not kind. He did not help with our luggage or open the car doors and he did not follow the GPS map, which resulted in me arriving to a government meeting 20 minutes late at the embassy. Following this at the hotel after arrival, there was no greeting, no welcome drink, no tour of the hotel nothing at all. Then we kept having problems with the room key which was not properly opening the door during the entire stay. The suite had serious heating problems. We alerted your staff many times during the first day about this and they did not fix it. In the end they sent the technician who spent almost 1 hour in the room, completely bothering us while trying to fix the problem and it was still not fixed. My 5 year old daughter and wife were freezing during the night as it was extremely cold in Paris on Thursday. The secondary restroom did not have any towels in it. Some parts of the room were very dusty and not clean. Your concierge service was very incompetent as well. During the first day I had to call them 4 times for restaurant reservations, they never called me back. I had to keep following up multiple times. It was also impossible to get a table at the gabriel restaurant downstairs on 4 different occasions (lunch dinner, and lunch and dinner again). On the first evening also the entire bar area was filled with outside guests and it was not possible to enjoy a drink for in-house guests. Considering the money I paid (more than 7.000 euros for the night with food and beverage) , and what I was expecting, this was a terrible experience. And to add insult to the whole thing, I was not able to meet the manager to mention all these things properly before leaving. Please don't be surprised about the very negative review left here. You absolutely deserve it for treating your top clients with so little respect.