Terrible service - Don’t waste your money on this hotel
17/08/2019 Noncedo P, Johannesburg, South Africa
I stayed here whilst in Paris from the 12 of August. Firstly we were placed in a tiny room the size of a tin, where the was no place to move around let alone to a place our luggage bags. We requested ... more
I stayed here whilst in Paris from the 12 of August. Firstly we were placed in a tiny room the size of a tin, where the was no place to move around let alone to a place our luggage bags. We requested for a bigger room and were told by the very unprofessional and extremely rude receptionist that’s the biggest room they have. We then requested to be upgraded to the executive room and paid for the upgrade only to be moved to a same size room just on the higher floor.
After a lot of complaining and back and forth an executive room miraculously became available and we were moved to that.
The hotel staff is extremely unprofessional and have an issue with black people. We expressed our dissatisfaction and articulated to the gentleman at reception how we have not felt welcomed at this hotel and all he said was “ok maybe the other clients have something you don’t have” less
Hotel_Litteraire, Directeur général at Best Western Premier Le Swann, responded to this review
I must say that I am absolutely surprised to discover your opinion about your stay in our Hôtel Littéraire. I can't let you imply that we're racist. On the contrary, we have an immense pleasure in helping you discover the French way of life and the talent of a well-known and renowned writer: Marcel Proust, to our guests from here and abroad. You will also notice that on this renowned platform of opinions, the vast majority of experiences are shared by hosts who are not French. Their satisfaction is proof that we have an infinite kindness towards all our guests, whatever their nationality.
The whole team remembers perfectly the day of your arrival. I must say that your abusive and exaggerated behaviour has been painful to manage for Pierre-François, Émilie and Laurent, members of my team extremely qualified and recognized for their patience, professionalism and desire to do well. You have consistently disrespected them while they, with an unfailing smile, continue to serve you and find solutions to your objections. So I can't let you question their professionalism in that way.
You had initially booked a double room with a double bed, then at your request, we offered you a room with two separate beds. This room was still not suitable, so we showed you a larger, more spacious Executive room that you later accepted.
We hope that you have enjoyed the rest of your Parisian experience and that you will find an establishment more adapted to your requirements.
Director of the Hôtel Littéraire Le Swann
01 45 22 80 80