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Where to write an official complaint about a hotel in France?

Where to write an official complaint about a hotel in France?

Oct 13th, 2005, 07:05 AM
Original Poster
Join Date: Apr 2004
Posts: 115
The hotel is none other than LA MIRANDE. Check out their website and see how beautiful the place is. Anyone could be sold especially the hotel stressed that the apartment is the same standard. One of the staff quietly told me that the hotel just decided to rent out this apartment in July. It used to belong to somebody. It has no CNN, no English channel while the main hotel has it all. Do not understand why LA MIRANDE wants to ruin its reputation by adopting this apartment? When we checked in, a repairman was still fixing the fridge at 4pm. The storeroom that housed the washing machine is full of junk. So much so that I could not even walk near the machine. We had to wash everything by hand. When I complained to the front desk, instead of apologizing, they said that I should not have seen the room. The washing machine is only meant for long term guest(? 6 months??).
While I was at the front desk, another guest from the hotel (not the apartment) was complaining about how small the room was. Well, I have stayed in many unsatisfactory hotels before but none made me want to write about it.
I did take photos and I told the CEO that I have photos in hand but apparently he does not care. I read about the rave reviews in tripadvisor.com and chose this hotel. I should write my comments there.
chchtrain is offline  
Oct 13th, 2005, 07:14 AM
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Posts: 115
Christina, just want to correct a point: I met this American guy who rents out his apartment when he is not in Avignon. His 1 week rate is what I paid for at La Mirande's 3 nights. His is 3 bedroom while mine is 2 bedroom. What I am trying to say is that for what I am getting I should have just surfed the net and rented a place from an individual.
Also, this apartment is NOT the apartment that the hotel has had for a long time. This is new addition.
chchtrain is offline  
Oct 13th, 2005, 07:20 AM
Join Date: Jul 2003
Posts: 700
In your wish to complain you have 2 good ways, which could arrive to something.
Hotel la Mirande is partner of two chains :
-small leading hotel of the world :
website : www.lhw.com
-and chateaux de France :
www.chateauxhotel.com, thsi last one is operated by Alain Ducasse and he has
the reputation to look about complain
and eventually to got sanctions if hotel did not respons at the criteria he wants for being in this chain.
So, go to those website and Ithink you will have a "contact us "or a "complaint
And perhaps by the way of the chain, you could obtain vousher,...
monpetit is offline  
Oct 13th, 2005, 07:23 AM
Join Date: Mar 2003
Posts: 677

The best way to deal with your anger is to get the word out to other travelers. Your posting of this thread is an excellent start. Follow this up with posts on other travel forums such as TripAdvisor, etc.

Many travelers systematically Google any hotels that they are considering. You can take some satisfaction knowing that they will find your comments when doing so.
smueller is offline  
Oct 13th, 2005, 07:27 AM
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Posts: 700
I made a mistake on one website :
monpetit is offline  
Oct 13th, 2005, 08:01 AM
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Posts: 4,247
And do post your pictures with your review on tripadvisor. I really like that new feature...no gussying up the decor before the photographer comes!
jody is offline  
Oct 13th, 2005, 08:35 AM
Join Date: Jun 2005
Posts: 117
I wasn't bashing the French. Anyone who reads my posts here knows I adore France. I co-own an apartment in Paris, for goodness sakes. Maybe it's the fact that I'm an American speaking on behalf of my experience and the life-long experience of my French friends and lovers. I guess I get that.

Just because I think many Americans are lazy workers doesn't mean I'm bashing all Americans. Customer service can suck here, too. But you'll find many more Americans willing to go the extra mile to please the customer. Sorry, sweeties, the truth sometimes hurts.
NYCTravelSnob is offline  
Oct 13th, 2005, 08:37 AM
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And by all mean, keep writing those complaint letters. I do.
NYCTravelSnob is offline  
Oct 13th, 2005, 09:41 AM
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OK - no CNN, and a storage/laundry room that was supposed to be locked was open so you could see inside - so far I am not seeing such horrible conditions.

I am not saying you don't have valid complaints - but so far you aren't really supporting your case all that well. If you expect any compensation/satisfaction from the hotel, I hope you have more ammunition than that.
janisj is online now  
Oct 13th, 2005, 10:46 AM
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Posts: 6,003
After looking at La Mirande's web site (www.la-mirande.fr), it seems to me that the apartment should have a very high standard. (The web site lists the high season price as 475E/night for a 2-person apartment, 770E/night for a 4-person apartment.)

I agree that you likely paid for the name of the place, and that it appears to have been a poor value for you.

If it were me, I'd let it drop. The hotel certainly isn't likely to refund you any moeny; the overwhelming likelihood is that you'll get a form letter in response. At very best -- and even this is unlikely, IMO -- the hotel might offer you a small amount off on your next stay there. (But why would you want to go back?)

I noticed that the hotel is part of Leading Hotels of the World. LHW generally has high standards, and a well-written letter to them might carry the greatest impact.
DonTopaz is offline  
Oct 13th, 2005, 11:20 AM
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Posts: 9,089
oh, boy, I went to this site by mistake (got the suffix wrong)


If your apartment was anything like this, I can see why you'd be peeved....
Sue_xx_yy is offline  
Oct 13th, 2005, 11:56 AM
Join Date: Feb 2003
Posts: 9,089
In a more serious vein, what recourse you have depends on local laws and, most importantly, what specific room amenities were promised to you. Many more ordinary chain hotels, for example, have a list (openly published on the hotel's website) that details what kind of bedding, bathroom fixtures (tub, whirlpool tub, shower) type of view (e.g. garden or pool), internet service, etc. etc. are offered with a given room type. The hotel chains in question feel confident in promising these things because they can be objectively evaluated - a whirlpool tub is either present and in working order, or not, for example.

Unfortunately some things that you mention are subjective 'ambiance' attributes that are ambiguous and thus open to interpretation (and dispute). Even some of my example 'objective' attributes do have some room for argument. When a hotel offers a 'garden' view, for example, there is usually no guarantee that the hotel's idea of a 'garden' and the patron's will coincide (e.g., is it a strip of weedy lawn by a parking lot or a bank of prizewinning roses planted by an internationally acclaimed landscape artist?) Other 'personal taste' items are also open to interpretation and thus not easily proven to be a failure on the part of the hotel. For example, you mention being isolated from the main hotel; it's possible a different patron might refer to this as being 'secluded' from the main hotel, i.e. more private and thus a desirable thing.

That said, if you feel you got bad value for the money (and it sounds like you did) then your personal opinion is more than welcome on sites like this one. The advice to offer your opinion to the Leading Small Hotels group is also sound. Good luck.
Sue_xx_yy is offline  
Oct 13th, 2005, 05:02 PM
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Wow. At the beginning of this thread, I'm picturing filth, bed bugs, and mildew growing on the walls.
Now I find that the guy was fixing the TV -- it WAS fixed, right? And that you peeked in a laundry room not intended to be used by short term renters. That's it?
Patrick is offline  
Oct 13th, 2005, 06:31 PM
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I don't know how writing a letter of complaint is stressful. I love to complain. I love to threaten. There is nothing better than a screaming match that ends with blood on the walls.

Why don't you post a VERY negative review of the hotel on tripadvisor.com??? That is what I would do. I would then post negative reviews of the hotel on ALL the travel websites. Is the hotel listed on Expedia or Orbitz? If it is, complain to them. Write a letter of complaint to the Travel Editor of the New York Times. Is the hotel listed in any travel guide? Complain to them. Finally, post your complaint on planetfeedback.com. This may not work, but it will make you feel very vindictive, which would certainly make ME feel better!!
ThinGorjus is offline  
Oct 13th, 2005, 07:42 PM
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I haven't checked out all the links and websites mentioned here, but just reading what is written here by all, really confuses me. If I'm misreading, then please correct me.

You felt that the accomodations did not match your expectations, based on the price, the hotel's reputation, the fact that another hotel guest seemed to have gotten a better deal, and the pictures on the website? Sorry, so far this doesn't match the OP of "How can a five star hotel so blatantly cheat tourists"?

Did you register your extreme disappointment while you were there?

Posting the critique at trip advisor may make you feel better, but if it's the only negative in a batch of positives, it may be dismissed as a one-off bad experience or even as an unjustified crank.

I agree with the advice to write to the hotel group representatives such as LHW, but as ira indicated, you may get a formulaic statement of regret and a thank you for your input, but I doubt you'll get an actual apology.

sorry your trip was ruined.
elaine is offline  
Oct 13th, 2005, 08:05 PM
Join Date: Oct 2005
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elaine: if you read over the thread again I think you'll find chchtrain didn't say another hotel guest got a better deal. What he meant was -- that an American he met in town rents out his flat for less than what La Mirande charges. So that isn't even an issue (or shouldn't be anyway) re the hotel.

I can't think of anywhere that a privately owned self-catering flat would cost more than an apartment at an upscale, full service hotel.

As I mentioned before, I think the OP may actually have a legitimate beef -- but so far it sure doesn't look like a strong case..
janisj is online now  
Oct 13th, 2005, 10:56 PM
Original Poster
Join Date: Apr 2004
Posts: 115
It really boils down to 'expectation'. If I had not been promised an apartment as nice as the website's I would not complain. If I had not paid for La Mirande's name and prestige I would not complain. Many people seem to think that I have no reason to complain. That is why I do not want to list out all the items. I know that with everything I say, there is bound to be someone who says, 'so, what is the big deal? I can live with that'. It is a personal thing. I appreciate those who pointed me the way.
I just want to make one thing right: the washing machine is indeed meant for the guests' use. Even for a short term stay. The management cleaned up the room the next day after my complaint. What I am saying is that if they can get away with it, the staff would say anything to brush the matter aside.
chchtrain is offline  
Oct 13th, 2005, 11:57 PM
Join Date: Sep 2005
Posts: 383
It seems your original question about where to write has been more than adequately answered.

Your own declaration that an apology from management is the thing that will help ease your anger tells me there is nothing more anyone here can do that will be of much good.

Everyone has les than wonderful travel experiences. I politely suggest you evaluate your own behavior at the time to see if there was anything you should have done, on site, that would help you avoid spreading your anger into other people's lives.
Voyager2006 is offline  
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