summ_13
Family · July 20256/10
NOTE: This is a re-write of a previous post which I deleted as TripAdvisor doesn't allow edits. I have re-written it, and increased my rating from a 1-star to a 3-star, based on positive actions even...NOTE: This is a re-write of a previous post which I deleted as TripAdvisor doesn't allow edits. I have re-written it, and increased my rating from a 1-star to a 3-star, based on positive actions eventually taken by hotel staff
This started off as the worst service experience I have EVER had at a Marriott Bonvoy brand hotel. We, including my two young children did NOT sleep well at all the first two nights during this stay due to noise FROM THE HOTEL. We were, incorrectly, placed in a room that was inappropriate for young children.
We booked this hotel in February 2025, and did so over the phone. The reason was to ensure we could get connecting rooms appropriate for our family of 4 (with 2 young kids). When booking over the phone, they said to email the hotel again within a week of our arrival. So, I emailed them 2-weeks before and received a very non-commital reply. I replied indicating how important this was to our stay; the hotel did not feel it necessary to respond. So I emailed again, 1-week prior to our stay ... again the hotel did not feel it necessary to respond ... how kind.
We arrived for our stay to find that they hotel not only had NOT given us the connecting rooms, but had put us in two rooms on DIFFERENT levels. Fortunately, Michele ( a very kind representative of the hotel) did her best to help us. Unfortunately, the only connecting rooms left were handicap accessible rooms with showers that are not designed for young children (no tub or shower separator; alarms throughout that my 7-year old thinks is funny to pull; toilets that are too high) AND which are located immediately next to the hotel's outdoor restaurant/bar, where they have live music every night until midnight. Needless to say, our kids can't fall asleep at night (and neither can we). The sound of the bartender shaking/mixing drinks was so loud, it's as if he was in the room with us!
We did try resolving this with the hotel. Michele did her best, but had to pull in her supervisor, Julia. Unfortunately, Julia wasn't really in the mood to truly help resolve the situation. She repeated that all other connecting rooms were assigned to others (despite my contacting the hotel three times well before the stay), and they could only move us to smaller rooms (below what we paid for) on separate floors. She offered no solutions and instead asked me how she could make it right. So I did the job of the hotel and offered solutions. First I asked if we could be moved to a larger room or suite, combining our two rooms into one larger one. She said no larger rooms were available. Second I asked if we could wait 1-2 nights and then be moved to a better, more appropriate room. She said that she could move us for our first night to a room that would meet our needs, but that she would have to move us again after that night due to someone else's booking (I'm glad at least someone is getting what they requested). Finally I suggested an offering of Marriott points, trying to show some level of understanding for the apparent lack of space in the hotel. She asked "how many points would help resolve this for you?" Not being in the hotel industry, I suggested 100,000 (for a 5 night stay where our needs are not met). She scoffed and said she could not give that to us since we "asked for an adjoining room and got one." I tried, kindly, to point out that yes, on paper, the room was adjoining. However, we had also indicated young children would be staying there, and that these rooms were NOT appropriate for young children due to all of the reasons stated earlier in this review. She stayed silent for a minute, and then offered 10,000 points ... which is the lowest possible amount Marriott tends to offer. It's what they offer when the A/C unit makes too much noise in your room one a 1-night stay.
Only after my family and I sat awake for the second night in a row, because Julia put us in connecting rooms ... where noise flows from the outdoor bar, from carts filled with glass being pushed right outside our windows on the 1st floor, where my wfe has slipped due to water pouring from the shower onto the rest of the bathroom floor, where there are cracks in the wall, where the closet light doesn't turn off and shines light into the bedroom, where the room remains freezing even when we up the temperature to 23 C (73.4 F), where the hallway smells of something like mold and cigarettes mixed...only after we complained about this for the 2nd night in a row (and after I posted the initial 1-star review) did the Renaissance Paris Nobel Tour Eiffel realize that they gave us the worst possible adjoining rooms for young children to be in.
Fortunately, on day 3 two other managers, Charles and Coraline, stepped up and provided a resolution. They found us adjoining rooms on a higher level (likely due to someone checking out), which were more along the lines for what we had paid, and which were not subject to as much loud noise from bartending and music until 1 am each morning.
They moved us on day 3, with the help of Romain, a very kind representative of the team who was our POC the rest of the visit, and gave us some nice juices, snow globes (for the kids) and chocolates in our new room as well. Fortunately, the rest of the visit was mostly nice and uneventful. If it wasn't for the absolutely awful start to this visit, I'd have considered giving it 4 or 4.5-stars.
The location is wonderful, and the breakfast is solid.Show More
