La Maison Champs Elysées♡

No hot water and extremely poor communication

2.0

This was one of the most disappointing hotel experiences I’ve had, especially for a Marriott-affiliated property. I arrived at the hotel at around 8:00 p.m. after a long international journey. I checked in as usual, but at no point was I informed that the hotel had no hot water. The room was also very dim, not well lighted and small. Looks quite different from the photos but I chose to accept this as I guess this is Paris hotel sizes even for a luxury hotel. After settling into my room and having a quick meal, I tried to take a shower. I let the water run for about 10 minutes, but there was still no hot water. A housekeeping staff member came to deliver the firm pillows I had requested, which they actually didn’t have. When I mentioned the lack of hot water, he said he wasn’t aware of any issue but would check. He later returned and told me the hot water should be restored within 20–30 minutes, so I waited in good faith. Nothing changed. When I called the front desk, I was then told there was an area-wide hot water outage and that a notice had supposedly been placed in the room. There was no notice anywhere in my room. If the hotel already knew about the outage, guests should have been clearly informed before or during check-in so we could decide whether to stay. The communication throughout the evening was inconsistent. One staff member knew nothing about the issue, while the front desk claimed guests had already been notified. This was both confusing and frustrating. I asked for a reasonable solution. If another room had hot water, I was happy to move. If not, I asked whether I could be transferred to another nearby Marriott property. Both requests were refused. I was told no one on duty had the authority to arrange a transfer, authorize a refund, or make any meaningful decision. I was given the contact details of the person supposedly responsible, but after calling five or six times, no one answered. I also contacted Marriott Customer Service directly. Unfortunately, they simply referred me back to the hotel, while the hotel referred me back to Marriott. Neither side was able to offer any practical assistance, leaving me completely stuck. To make matters worse, I wasn’t feeling well after travelling internationally and after having cold water splash on me for 10 mins . I explained this to the staff, but no additional help was offered. Instead, I was told I could leave and find another hotel myself, but the hotel could not guarantee any refund or reimbursement if I did so. That left me with an impossible choice: stay in a hotel without one of its most basic services or pay for another hotel myself with no assurance that I would be reimbursed. I understand that unexpected maintenance issues can happen. What I cannot understand is why guests were not informed before check-in, why the information provided by staff was contradictory, why no manager or decision-maker was available, and why no meaningful solution was offered. Hot water is a fundamental service that guests reasonably expect when booking a hotel. Unfortunately, the way this situation was handled fell far below the standard I expect from a Marriott property. Based on this experience, I cannot recommend staying here unless the hotel significantly improves its communication and customer service.

Wonderful experience

10.0

Great stay at the Maison Champs Elysées. Staff was extremely helpful. Big shout out to Mario

Complete waste of money.

2.0

Air conditioning does not work. Room is decorated with dormitory level furniture, it has a refrigerator on the floor and a random dining chair for no apparent purpose. Quality of finish is similar to a mobile home.

It was extremely pleasant. Everyone was helpful

10.0

Felipe at the reception was amazingly helpful and friendly. So were the other staff

− Nothing.

Excellent location. And great staff.

10.0

Excellent location. Incredibly attentive staff. Rooms are beautiful. And air-conditioning during a heat wave!

Dreadful - I won't return

2.0

I had stayed here a couple of times earlier in the year and was nice enough - not brilliant rooms but definitely good enough for central Paris. This trip, despite being told that I would be given the same room as before - I was given an alternative room which turned out not to have air conditioning - and this during a hot period!!! I heard many similiar horror stories from other guests. The manager (Filip Doric) was particularly unhelpful and unplesant.