Citadines Apart'hotel Saint-Germain-des-Prés Paris

53 Ter Quai des Grands Augustins | Paris, Paris 75006  [SEE MAP]Paris, Paris  [SEE ADDRESS]

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Guest Reviews

TripAdvisor Traveler Rating 1

Unprofessional, rude, and unaccommodating - worst customer service I’ve ever experienced. *Discrimination against Asians

Feb 6th, 2020

My family and I have been traveling all day from Chicago. We knew that check-in is at 3pm so we decided to just check our bags since we arrived at noon. The front desk told us that our room wouldn’t be ready until 3 but there are smaller rooms available now. We said we’ll wait for the bigger room that we have booked. (Why would we stay at a smaller room when we paid for the big room???) We left to explore and returned at 2 to nap in the lobby since we have been awake for 24 hours. Right at 3pm, one of the ladies informs us that our room wouldn’t be ready for an additional 45-60 mins. A smaller room was available, but she suggested to just wait since our original room is much bigger. It’s 4:15 and they haven’t checked in on us so I asked what was going on. I stated my valid complaints and this other lady was so unapologetic and unaccommodating. She couldn’t care less that we weren’t being taken cared for. She said the room was going to take another 30 mins... I kept asking why and they accused us that it was because we wanted a bigger room. No. You guys are wrong. We just wanted the room we booked. We have been awake for 24 hours adjusting from Chicago to Paris time, so all we want to do is sleep in our room that was suppose to be ready at 3pm. We never asked for a change or upgrade. Stop blaming your customers for your incompetence. The room wasn’t ready when they should have been - this is your responsibility. What’s the point of having a check-in when the rooms aren’t ready? They literally said “just because we have a check in doesn’t mean the rooms are ready” - OK, so I guess customers can just check out whenever because they’re not “ready” right at check-out. I had to raise my voice at them in front of other visitors lecturing how this was wrong and unacceptable and they did not apologize. We demanded to speak to their manager and after a few minutes the lady comes back and said that our room was ready. (Wow, how convenient. How long were you guys keeping that room from us?) The manager didn’t even come out to apologize. We left the lobby and entered our room very angry. What a great welcoming by the entire staff. I’m not sure why this hotel has over 4 stars when their customer service is a joke and the staff is so unwelcoming. Is this how you treat all customers or just Asians? We are Korean-Americans and it felt as though we were being discriminated because they were friendly towards all the Caucasians. We were lied to about our room’s availability multiple times, the staff blamed us for their mistakes, they didn’t apologize or offer any discounts to make up for their poor hospitality. Later that day, they slipped an apology letter with a box of chocolate. They addressed us as mister... We’re all females! They can’t even apologize correctly or in person. Here’s an advice: get the suffix right and apologize to our face. To Citadines Saint-Germain-Des-Pres, do better. Much better. *Be advised: Housekeeping is only once a week and if you need additional stuff like toilet paper and towels, they charge you extra! The hallways smells like rotten eggs so they have to use harsh chemicals to mask the smell.* TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 4

Great stay

Jan 27th, 2020

The location was top-notch! Close to metro/public transportation. Seine River view room was outstanding!!!! Close to lots of good food options. Loved the coffee/latte machine and tea available in lobby. Different elevators for different sections of hotel was inconvenient, and the room smelled like garlic for the first couple of days, but eventually aired out. Staff was helpful and mostly friendly. Would definitely recommend to friends and would look to stay at Citadines in other cities. Love the towel warmers!!! TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Less than expected

Jan 22nd, 2020

Having stayed at other Citadines in Paris i was confident when making the reservation that this one would too be very nice. How disappointed i was. The lobby furniture was worn, the hallways were worn, chipped paint, faded wallpaper, worn and stained carpet. The room carpet was stained and worn. Room phone did not work but was replaced while we were there. The ironing board was broken as well and the room safe did not lock. I will have to say however that the staff was very friendly. I would warn that just because one property is very good doesn't mean that they are all the same. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Great Location Full Feature Apartments

Jan 16th, 2020

Took the apartment with the view of the Seine and Point Neuf. Very large, lotsa space. Fully stocked with almost everything you may need away from home. Kitchen is great and you can make almost anything there (I tripped the smoke alarm, and saw the hotels fire response, I give them a Pass with distinction). View is great, could stare out the window for hours. Clean, practical and good value. A bit pricey, but considering the location, and the cost of rooms in Paris. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

greatest hospitality and service

Jan 4th, 2020

location is very strategic, room is very clean, kids love the free chocolate ,we love the free coffee at lobby 24/7. sofa bed is very comfy compare w many hotels'sofa bed we stayed, i would like to give 6 stars rating for their manager and one asian lady on desk for helping us to solve the problem of stolen bag and passport at champ elysees during our trip, they were superd ! without their help, we were at lost and no idea how to go about.due to strike and no taxi , the manager personally walked out the hotel tried to get us a taxi as we were in hurry to settle after we settled w the police and embassy, they personally came to us &offer us for further assistance. million thanks to the manager (an asian man with spectacle on duty during our stay ) and super polite and helpful Chinese lady customer service at desk that night (27/12/2019).She & the manager offered to make few phone calls for us, email and scan the documents to the embassy asap! we will highly recommend our frds and anyone in future! thanks again for great stay and we did have the best hospitality from your staff ! TRIPADVISOR.COM USER 

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