Unprofessional and not helpful
08/12/2018 frick018, Stockholm, Sweden
We had high hopes for this hotel upon arrival. The front desk staff we met when we arrived seemed quite professional and nice. Even though the room was ridiciously small and luggage could not be opene... more
We had high hopes for this hotel upon arrival. The front desk staff we met when we arrived seemed quite professional and nice. Even though the room was ridiciously small and luggage could not be opened properly anywhere in the room (we had booked a "superior room"?) we chose to see past this and enjoy our stay. However, the experience went from acceptable to terrible when my wife's engagement ring could not be found the next day. We figured it was lost in the room somewhere and kept looking, until we realised it was not there. We literally looked everywhere and the last time it had been seen was in the room. When we notified the staff (called front desk a couple of times), nobody seemed to care or made an effort to be helpful. When checking out, my wife informs the front desk staff of what has happened, naturally distressed and sad, and the reaction was a loud and clear sigh from the person she was talking to. Very indifferent to the entire situation. The staff could at least try to "seem" concerned as this happened in their hotel.
We later emailed them images and more information about it, but nobody replied. Simply unprofessional, nonchalant and one would think it would not be too much to ask for to have somebody go up to the room and have another look - just in case. We even mentioned that we will speak to the police because we are suspecting theft. Again, no reaction. Instead, they insisted we must leave immediately for the airport. There was no rush, but they insisted there was.
This entire way of handling the situation simply left us disappointed and frustrated. The hotel in itself, and its location, was acceptable. The rest of the experience, was not. less
Hotel_Litteraire, Directeur général at Best Western Premier Le Swann, responded to this review
Dear Madam, Dear Sir,
I would first like to say that we were delighted to have you as a guest at our Hôtel Littéraire (Literary Hotel) on your recent trip to Paris.
Once again, I am very sorry about the incident you refer to. Please be assured that we are not at all indifferent to your problem and were all, of course, dismayed by what happened. Unfortunately, it was an entire day before you informed us the ring was missing, and by the time you did so the room had already been cleaned, the linen changed and the waste bins emptied.
Contrary to what you state, it was not the case that we did nothing about it. We sent the photograph of your jewellery item to the launderer, and the room was checked and re-checked four times: twice by our head housekeeper, once by a member of our reception staff, and a final time by me personally. To extend the search still further, we even very carefully dismantled the U-bends under the bath and washbasin to check your ring hadn't ended up there. We thus did everything we could to try to resolve the situation.
Dozens of items are accidentally lost or left behind in our hotel each week and we record all their details in a special log book, contacting the owners again if we find them. We are continuing our investigations and will contact you in the happy event we manage to find your ring.
Finally, and the ring incident notwithstanding of course, we hope your journey back to Sweden went well and that you enjoyed visiting the French capital.
Marc-Henri Courtade
General Manager
Hôtel Littéraire Le Swann
+33 1 45 22 80 80