No Public Name
Business
30-39 years
Reviewed:
4 years ago
(23/03/2022)
Date of experience:
03/2022
No Public Name
Couple
40-49 years
Reviewed:
4 years ago
(21/03/2022)
Date of experience:
03/2022
No Public Name
Couple
50-59 years
Reviewed:
4 years ago
(20/03/2022)
Date of experience:
03/2022
No Public Name
Business
50-59 years
Reviewed:
4 years ago
(08/03/2022)
Date of experience:
03/2022
No Public Name
Couple
40-49 years
Reviewed:
4 years ago
(07/03/2022)
Date of experience:
03/2022
No Public Name
Couple
50-59 years
Reviewed:
4 years ago
(06/03/2022)
Date of experience:
03/2022
No Public Name
Couple
50-59 years
Reviewed:
4 years ago
(25/02/2022)
Date of experience:
02/2022
No Public Name
Business
30-39 years
Reviewed:
4 years ago
(21/02/2022)
Date of experience:
02/2022
No Public Name
Friends
20-29 years
Reviewed:
4 years ago
(21/02/2022)
Date of experience:
02/2022
No Public Name
Couple
60-69 years
Reviewed:
4 years ago
(18/02/2022)
Date of experience:
02/2022
Ive been to the Tsuba before and this is the reason why Ive decided to book again for my trip to Paris.
But this time Im leaving with a massive disappointment and I will not visit the hotel again.
Room was small with stains on the carpet so less clean than usual and not acceptable for a hotel which used to be impeccable. Ive requested a room with bathtub at the time of booking and I didnt get it.
Then the Issue of communication between the employees. As all of them give you different advice depending on when you ask.
On day one I was delayed due to the national incident with SNCF trains across France which led to trains being delayed up to 5 hours. The knock in effect is my next train is also delayed so Last night knowing that I was going to check out today I kindly asked to the gentleman that was in recepition if I could have left the room later than usual due my train being very late. The answer of the receptionist is of course you can stay as long as you want. Great right?
Then this morning i went out before my checkout time to do some commissions and Ive asked again to another receptionist if I would like to stay longer like the receptionist told me the previous night. And the answer was, you can stay till 2 and if you want to stay longer you have to pay. So already a different version.
Then after 5 minutes leaving the hotel , the Director of the Hotel ( Italian) he calls me on my personal phone telling me that the receptionist has made a mistake and the room its not available if I want to stay longer.
3 people , 3 different answers. No solution has been offered. And this is terrible for a 4 stars hotel.
Especially after 2 years of a pandemic and lockdown I really think that the hotel could have had cleaner rooms and make sure policies are clear between colleagues. Knowing the train situation the hotel has done nothing except add to the stress that thousands probably experienced on trips to Paris over the last few days.
With this being said I will not come back to the Tsuba and I will surely not suggest to anyone to stay. I will be updating my positive review on booking.com and trip advisor to reflect a more balanced view of this hotel. It is not the same as it once was.
Je suis déjà allé à la Tsuba et c'est la raison pour laquelle j'ai décidé de réserver à nouveau pour mon voyage à Paris.
Mais cette fois, je pars avec une énorme déception et je ne reviendrai pas à l'hôtel.
La chambre était petite avec des taches sur la moquette donc moins propre que d'habitude et pas acceptable pour un hôtel qui était impeccable. J'ai demandé une chambre avec baignoire au moment de la réservation et je ne l'ai pas eue.
Ensuite, la question de la communication entre les employés. Comme chacun d'eux vous donne des conseils différents selon le moment où vous le demandez.
Le premier jour, j'ai été retardé en raison de l'incident national avec les trains SNCF à travers la France qui a entraîné un retard des trains jusqu'à 5 heures. Le coup en effet est que mon prochain train est également retardé, alors hier soir, sachant que j'allais partir aujourd'hui, j'ai gentiment demandé au monsieur qui était à la réception si j'aurais pu quitter la chambre plus tard que d'habitude car mon train était très en retard. La réponse de la réceptionniste est "bien sûr, vous pouvez rester aussi longtemps que vous le souhaitez". Super non ?
Puis ce matin, je suis sorti avant mon heure de départ pour faire quelques commissions et j'ai redemandé à une autre réceptionniste si je souhaitais rester plus longtemps comme la réceptionniste me l'avait dit la nuit précédente. Et la réponse était, vous pouvez rester jusqu'à 2 heures et si vous voulez rester plus longtemps, vous devez payer. Donc déjà une version différente.
Puis après 5 minutes de départ de l'hôtel, le directeur de l'hôtel (italien) il m'appelle sur mon téléphone personnel en me disant que la réceptionniste a fait une erreur et que la chambre n'est pas disponible si je veux rester plus longtemps.
3 personnes, 3 réponses différentes. Aucune solution n'a été proposée. Et c'est terrible pour un hôtel 4 étoiles.
Surtout après 2 ans de pandémie et de confinement, je pense vraiment que l'hôtel aurait pu avoir des chambres plus propres et s'assurer que les politiques sont claires entre collègues. Connaissant la situation ferroviaire, l'hôtel n'a rien fait d'autre qu'ajouter au stress que des milliers de personnes ont probablement subi lors de voyages à Paris ces derniers jours.
Cela étant dit, je ne reviendrai pas au Tsuba et je ne suggérerai sûrement à personne de rester. Je mettrai à jour ma critique positive lors de la réservation. com et sur TripAdvisor pour refléter une vision plus équilibrée de cet hôtel. Ce n'est plus comme avant.
We thank you for staying with us and we regret that this incident made you feel unwelcome at the hotel. This was not our intention.
Nevertheless, Le Tsuba Hotel has celebrated its 5 years this month. We closed the hotel 6 months during the pandemic, and we fortunately reopened in September 2020. Of course, the hotel is not new anymore, but our technical team always takes great care of it: walls, painting, bathroom and furniture are still looking new. We have already changed 80% of our carpets. I am terribly sorry you had a room with the ancient one.
Regarding your room, we gave you the only Superior with a balcony, facing the top of the Arc de Triomphe and Eiffel Tower. This room is very appreciated by our guests, we are sorry you did not like it. Moreover, we checked all our mailboxes and private messages on Booking.com and we never received any demand from you asking us for a bathtub. You asked the day after your arrival and we offered immediately a room which you refused because it was situated on the 3rd floor.
Concerning your late checkout, we are terribly sorry that your train was delayed. We cannot and had never proposed our guests to leave whenever they want on the check out date without an extra charge. It may be a misunderstanding or a human mistake and we are sorry for that. Even if our check out is 12 o'clock, we can offer our guests a free late check out until 2pm. After 2pm unfortunately, the late check out is not free anymore and can be refused if the hotel is fully booked. This is what our colleague at the Front Desk explained to you in the morning. You were in a rush and asked our colleague while he was taking care of another guest. He quickly proposed to you a rate but did not have enough time to realize that your room was already booked by another guest. That is why our Sales Manager Francesco called you 3 minutes after because you were already gone.
We cannot accept to read that no solution has been offered, because we proposed to you a free late check out until 2pm and also a potential additional night in a different room category which you refused. We would like to mention here that we kept your luggage and we would have been pleased to suggest even a session in our wellness area in case you needed to take a shower before leaving. That is the solution our colleague Francesco tried to tell you by phone but you were already very upset with us.
Our team always does their best to satisfy our guests. We are all humans and misunderstandings (or even mistakes) can happen unfortunately.
Once again, we are sorry you left with this massive disappointment, even if your relentlessness online seems very unfair to us (even more when we see the scores you left on 3 different platforms: 60% on our website, 10% on Booking.com and 20% on Tripadvisor.
Best regards,
Paulo
Chief Marketing Officer