We booked this hotel during our stay in Paris at Easter '14 . After traveling through Amsterdam, Rotterdam, Antwerp and Brussels, we planned to end our vacation with three nights at Hotel Lumen Paris Louvre. I have travel quite a bit and have stayed in all kinds of hotels, and never been so disappointed!
Hotel Lumen Paris Louvre promise through their website to be a four-star boutique hotel with elegant design and carefully designed rooms. It is not even close to be what they promise. Sometimes you cannot go by the star rating of a hotel. Read as many review as possible about the hotel before booking. We wish we had. This is definitely NOT a four-star hotel, as you will expect it to be.
We arrived early with train from Brussels and went to Hotel Lumen to check in our luggage. It took 20 minutes before we got any help at all. The receptionist Jean-Claude, was stressed, in a bad mood and rude. We didn't get the help we expected when we asked him to help with dinner-reservations. We had to book all of our restaurant visits on our own, from our own mobile phone, outside of the hotel.
After a good lunch, we came back to the hotel and went to our room, a junior suite. The layout of the room was terrible. The junior suite consisted of a small bathroom, a narrow passage with a dirty sofa and a bedroom with worn furniture, crooked pictures on the walls and lamps were missing light bulbs.
The bathroom, which may not have been larger than 5 square meters was cold, towel rail was broken, there was nowhere two put our things and the bathtub was minimal. The shower, which was located in the small tub, was so small and narrow that you had to stand sideways to be able to fit there. (And we're not big at size) The showerhead was broken, it sprayed water everywhere and the paint was peeling from the ceiling. The bathtub was clogged and the ventilation didn't work. Further
the small bathroom was full of dew which did not disappear and the floor was freezing.
We notified the receptionist, about the issues with our room, hoping to get another one, which was better. They had no other rooms available that night. We asked to speak to the manager, Lucie Sayrin. She was on vacation and was not available to her staff. None of the employees had been given authority to make any decisions in her absence. We insisted that they had to contact her.
We waited until the next day and tried to eat breakfast, which consisted of sweaty topping, dry pieces of bread and horrible coffee. The orange juice was good. We went back to the reception to hear what solution they had come up with. The hotel asked me - as a customer to show the room and all the things that didn't work to an hotel employee. Their solution was to send a handyman and his toolbox. He tried to sparkle over the paint peeling and desperately injected silicone around the shower head. We were offered to switch rooms to a smaller one than we had originally booked - a superior-room for the following night and then switch to the largest suite for the last night. We asked to see the superior-room before we took any decision. It was even smaller, had two separate beds, was worn and generally as dirty and terrible as the junior-suite we had already spent a night in.
I could not imagine that the suite would be in any better condition. At least not after reading through all the reviews here on TripAdvisor.
After the first night and no acceptable solution from Hotel Lumen, we choose to pack your bags and leave the hotel. We rolled our suitcases 200m up the street where we found a large and wonderful five-star hotel. Here we got a lovely room, twice as large as the Hotel Lumen and with stunning views of the Opera. Breakfast was varied, fresh and consisted of good ingredients. The service on the new hotel was impeccable. This room was considerably cheaper than the rooms at Hotel Lumen. Lumen is absolutely overprized!
I've been to Paris many times. And I know that there are many other great hotels to choose than Hotel Lumen. You will find better hotels with great rooms and friendly staff for less than Lumen with charge you.
I will highly recommend you not to stay at Hotel Lumen.
After our holiday, we decided to contact the manger Lucie Sayrin. We expressed our frustration about how we had been greeted by her staff, lack of service, poor complaint handling and the lack of staff who could make decisions in her absence. We explained that we had taken pictures of how our room and questioned the stars they've been given.
Lucie Sayrin met us in any other way than with understanding. She took no criticism of herself or her employees or on their behalf. She didn't apologized on the rude receptionist, Jean-Claude behalf. Instead, she referred to a lot of positive feedback on TripAdvisor and cast doubt in our experience.
We demanded a refund on the prepaid hotel room since it in no way fulfilled our expectations and they failed to come up with an acceptable solution. We were offered a free dinner at their restaurant on our next visit to Paris. This restaurant is the same as they server sweaty toppings, horrible coffee and dry bread for breakfast.
We will never return to neither the hotel nor the restaurant and want to warn you to stay as far away from the hotel as possible. You will be disappointed. So, don't take the risk of ruin your vacation when there are so many other great hotel to stay at in Paris.
- Official Description (provided by the hotel):
- An elegant designer boutique hotel situated in the most sought-after area of Paris, the Hotel Lumen Paris Louvre is just a stone’s throw away from the Louvre, the Place Vendôme and the Opera House. Located on the corner of Rue Saint Honoré, a fashionable Paris shopping boulevard, the hotel is “the place to be,” either for a business trip, a romantic getaway, a shopping excursion or an entertaining evening in the City of Lights. ... more less
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- Also Known As:
- Lumen Hotel Paris