Kimpton St Honore Paris

I'm sure the hotel is lovely enough but their customer service is severely lacking for such a high price point. My parents fell ill the night before we were due to travel. I proactively contacted both the hotel and booking platform (Chase Travel) to inform them of the issue. We had 3 rooms booked with them. My partner would still continue onwards and use our room. His mother would still go and use her room. But the one room for my parents needed to be canceled and hopefully refunded. My partner spoke directly with their front desk manager who provided their business card and affirmed that they were happy to refund us given the circumstances. I was super grateful that they understood that rather than traveling - which would be detrimental to their health as well as the community's health (given the contagious nature of communicable diseases) and the fact that it was the height of summer and all hotels were sold out (meaning they could easily re-sell our room) - that they were willing to accommodate our request. All we needed to do would be to have Chase Travel email them. I provided the business card to Chase Travel. They contacted the hotel and they were told that the hotel was now refusing to refund us. My issue is not with a hotel enforcing their booking terms. My issue is in the expectation that was set and then rescinded. I am a travel agent as well as personally, a Hyatt Globalist, a Marriott Platinum and a Hilton Diamond member. I travel often so that I can advise my clients on where they should spend their hard earned dollars. This whole experience has had me reconsidering what the Kimpton brand really signifies. The customer experience isn't just about the hard product they offer but the service they ultimately deliver...or don't. I often choose not to review a property when it's a negative experience. I generally choose to address the issue directly with the provider to give them a chance to rectify the situation. In this scenario, after multiple phone calls and emails, I am left with no other recourse but to provide this review as a cautionary tale. Often you book with a familiar brand because you know what to expect. I used to think the Kimpton brand offered personalized service and aspired to be authentic with an eye towards community. There is nothing authentic about a brand who is unwilling to stand behind what a manager promises a customer. If your customer facing agent agrees to a customer's request, you should honor it.

This hatel is beyond our expectations for a few reasons. Located a few blocks “above” the expensive shops of Faubourg-St Honore we didn’t really know what we booked. Still, I must say the room we got was perfect for us with multiple rooms (we stayed in room 418) and two bathrooms and  walk-in closet. I would say that the room alone, make me want to disregard the very few areas I that I didn’t like. Equal rooms at Four Seasons, Mandarin etc would've cost more than twice of this. The breakfast area is more lively than other places we’ve stayed at. I think it comes down to the various different groups that visits it in the morning - business meetings, family, couples and solo-travellers.  What I liked: - The bell boy - Great help, patient and focussed on helping us finding our footing quickly. When we checked out the bell boy were super-quick and helpful and also jetted off to look for lost glasses in our room before we left. - Late Checkout - The very very very generous front desk staff that allowed us to leave the room at 17:00 on day of check-out without paying anything extra. - The room - The quality of our room vs what we paid for it was really good. Equal to the best rooms we have stayed at in a city located hotel, it was spacious, fresh of really nice to stay in. Families, couples who are used to stay at more expensive places will very likely find themselves at home here. What could’ve been different: - Concierge - We asked for direction to the nearest gas station and was given and address, but not gas station. Not knowingly to the hotel of course and not their problem at all, but it was in the opposite direction to our dinner which made us almost lose our reservation. Not a biggie :) - The staff in the roof top bar - My wife was allowed in to the roof top (she’s white), but when me and my daughter arrived we were told it was full (neither me or my daughter is not white). I am not accustomed to not be allowed into places we are paying guest at, so I am not going to suggest that Kimpton has preferences, but there is a 1% part of me and my daughter that was surprised. Despite what we didn’t like, I think this hotel is great and I suggest you book it if you’re in Paris. The room was amazing. I am really happy we booked it.

Nice hotel with Parisian flair, nice decor and relaxed vibe. Different from the usual chain hotels. Having said that, I was not quite happy with some of the details - and details matter at this price point: - the hotel is difficult to navigate, maybe given the historical building. Lots of corridors, connecting stairs, confusing signage and floor designations. - air condition was difficult to operate and did not work in the end - loud late night music from the bar/restaurant area which could be heard from my room - fancy brass light switches with hard to read markings so basic things like turning lights on and off is made unnecessarily complicated for sake of design - my room did not have a proper desk So overall maybe a nice hotel for tourists but for business people looking for something that works and is user friendly maybe less so

Just the most wonderful 4 days at this lovely hotel right in the centre of Paris. We travelled with Lilly Poodle and she was fussed over and welcomed by everyone at the hotel. There were treats, toys and a lovely basket waiting for her in our room! The room was gorgeous and everything worked perfectly and the tv had even been set up with UK channels as the first on the list - I’d like to think that was a nice touch. Dinner and breakfast were excellent and Lilly was welcome in the restaurant - other hotels note! Valet parking worked a treat and the team couldn’t have been more helpful loading our multitude of bags. When we finally managed to prise Lilly away from their reception team (!) we were on our way - to return asap!

Amazing property with a traditional Parisian style and great location, near all the key landmarks , very attentive staff and beautiful rooms with a view of the street