I booked my reservation with Le Pavillon for a work related conference. I'd hoped to extend my stay in New Orleans and had originally booked a weeks stay. When a family situation came up that made it impossible to stay for a longer period than the three days of the conference, I called to adjust my reservation and everything went smoothly. However, I'd inadvertently forgotten to adjust for my arrival date to one day later as we had initially planned to arrive early to New Orleans. When I didn't arrive on that date, rather than try to contact me, the hotel canceled my entire reservation, and I was told upon my arrival to the hotel that as I was considered a no show, that my room had been given away and that they could perhaps check expedia.com to see if there were any hotels with rooms available in New Orleans who could take me. I was stunned, and asked why they hadn't tried to contact me before they canceled my reservation as a no show, and no one could give me an answer to that question. so, here I was, stranded in a city I'd never been to with no place to stay. There were 15,000 conference attendees staying locally and little chance of securing a room. I continued to implore them to please help me to find a solution and was told after an hours wait that they'd found a room for me, but I couldn't have it unless I paid for the night I that they'd considered me as a no show. With nowhere else to go, in a city I'd never been in and feeling as if I had not other options, I agreed to pay figuring I'd contact the hotel at a later date to discuss the issue. However, my ordeal had just begun. When I arrived in the room, the air conditioning was on high, too cold for comfort so I adjusted the thermostat and to my shock and dismay, the ceiling began to leak. A big leak, gushing a steady stream of dirty water. This was an ongoing steady heavy stream, non stop. I called the front desk and a very pleasant maintenance person came up right away. He located the problem, but in the process of locating the problem, caused a significantly larger outpouring of water which completely soaked the rug. I left to go get some dinner assured by the maintenance person that the leak would be fixed by the time I returned. When I returned, the leak was fixed but the rug was still soaked and the towels I'd initially put down on the rug were still there and sopping wet, as was the rug. I had to leap over the soaked rug onto dry land every time I came into or left the room or went in or out of the bathroom. The housekeeper just placed fresh towels over the spill next day. It gets better... the next night (11:00 pm) I awoke to the sound of dripping water and immediately thought it was the same leak although it sounded much closer. To my shock and horror when I sat up I realized that the ceiling was leaking right above me, it was leaking right onto the bed! When I called the front desk, they mumbled an apology, and said someone would be right up. A few minutes later a not so friendly hotel staff person knocked on my door, and when I answered he stood out in the middle of the hall with an arm extended to hand me a room key to another room, on another floor and he never asked if I needed assistance with moving my belongings to the other room. He just handed me the key and took off. It was after 11pm and although the new room was dry, the time it took for me to pack up my belongings and get my belongings into the new room and settle back in it was after midnight. I was understandably shook up and needless to say, this was not a night of restful sleep. When I checked out the next morning, there was no mention of any of the issues I'd experienced the night before and when I mentioned the room change to the check out person to be sure my check out would be accurate, he didn't even acknowledge that I had spoken a word, he didn't even look at me, he handed me the bill and asked if I would be paying with the credit card they had on file or another card. I was stunned. It is important to note that I had not grumbled nor complained throughout this entire stay regardless of the awful mess that it was from arrival to departure. there was no point in pointing out the obvious and it was clear that no one on site had any intention of taking any action to make things right or apologize for the terrible mess. The ongoing behavior of this hotel's staff to deliberately ignore or even acknowledge obvious issues with an attitude of disrespect was stunning. Needless to say, I had to pay for the extra night that they'd labeled me a no show and deal with abysmal customer service. It is important to note that the hotel emailed me a customer satisfaction survey within 48 hours of my check out and I was honest about my disappointment with the customer service I received. They've never responded. I thought this hotel had a beautiful interior and a few of the staff were very friendly and seemed customer friendly. Sadly, as most of us who travel know, you will never be able to overcome bad customer service with lovely decor. Although I do plan to return to New Orleans next spring with my family, I definitely won't be returning to Le Pavillon and would not recommend this hotel to anyone family, friends or fellow travelers. less
Remington_Management, General Manager at Le Pavillon Hotel, responded to this review
Thank you for reviewing Le Pavillon. I am sorry and surprised to hear that we did not meet your expectations with our service as we typically receive positive feedback regarding this aspect of the guest experience. I will speak to my associates to see how we might handle this better in the future. I also want to apologize for the issues you experienced with your accommodations including the A/C and the leak and I assure you that our associates are working to avoid a similar issue in the future. Overall I am very disappointed in the experience you had as this is not the typical experience for guests at Le Pavillon. We appreciate your feedback as we work to continue improving the guest experience. We hope that you might give us another chance to impress you in the future.