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Dear Mumsnet,
I really feel this need to share this. I've just returned from a 5 day trip to Paris with my DS, who has just turned 12. It was part a special school project, with DS as one of two pupils representing their school. We were really excited to go. DH had to work, so DS and I made the trip on our own.
Over the course of our trip we stayed at two different hotels MERCURE GARE DE LYON TGV and NOVOTEL GARE DE LYON - these two hotels could not be more different in terms of customer service and customer care for me and my child.
The staff and team of the Mercure Gare de Lyon showed an utterly lack of care for visitors. There are three points I want to warn other mums about regarding the thorough lack of grace and sensitivity of the staff at Mercure Gare de Lyon.
1.) On Friday, my son and I had been out for the day to the Eiffel Tower (which was great) and for a musical cruise on the Seine (which was amazing). As we returned to the METRO to go back to our hotel, I suddenly felt seriously unwell. I thought I was going to faint right there in the Metro station. My DS was literally holding me up, bless him. He was so strong and brave, and got us back to our hotel on the right metro lines. I had been struck by a severe case of food poisoning (I know, in Paris, of all places!). When we got back to our hotel, I was violently sick almost nonstop. I was literally lying on the bathroom floor to close to the loo! (Sorry, TMI)
My poor little chap was in need of food. The Mercure Gare de Lyon TGV doesn't have a restaurant, and I was too ill to take him for supper. So, DS went down to Reception on his own (carrying me with him me on his phone). I could hear the conversation as he spoke to the woman in the desk. He told her "My mummy is very poorly. She's not able to go out, but, would like to get some supper for me. Please can you help?" The staff member behind the desk simply said to him: "Uber Eats delivers." And that was the end of the conversation. DS said, "Okay, thank you. Mummy I'm coming back up." And we talked the whole way, until he returned to our room. I could not believe that there was no concern for him (a child seeking assistance) or for me (really unwell mum on her own).
2.) So, we were due to check out of the Mercure the following day, on the Saturday. I asked them if we could kindly be granted a late/delayed departure (1 hour max) in lieu of the fact that I was still very unwell and travelling alone with a child. Again - there was no grace or compassion on the part of the Mercure staff. They denied my request initially; then, followed up by phone later to offer us a late departure - at the cost of 50 EUROS.
I understand that ACCOR are in business to make a profit - but surely a little human compassion is worth something? Especially when it comes to encouraging customer loyalty? I was shocked by their behaviour and insensitivity.
Sadly, our experience with the MERCURE GARE DE LYON only got worse...
3.) In the rush to vacate our room at the appointed time, whilst still feeling deeply unwell, I left a bag in our room. This bag contained all of our Paris souvenirs. Also, inside this bag, was another personal, fabric bag which held the "Wool & The Gang" knitting project that I got for Christmas this year, that I have worked on for several months. Okay - these things are of little value to anyone else - they are really very precious to us.
Again, a need for grace and compassion on the part of the Mercure hotel staff. And, here, again, they failed.
It wasn't until we had moved and settled into the NOVOTEL GARE DE LYON later that Saturday evening that we noticed the bag was missing.
The kind staff at NOVOTEL GARE DE LYON contacted the staff at MERCURE GARE DE LYON as soon as we reported the bag had been left behind. The staff at MERCURE made minimal efforts to find the bag.
I was so distressed, I walked back to Mercure this morning (Sunday), in person before had to catch our Eurostar train back to London. I was told by the Receptionist at Mercure that the cleaning operative had cleared the room, and thrown our items away. That nothing could be done.
I was so upset, I offered to look through the rubbish myself to search for our items. I even offered to pay to do this. The staff took my name and email, but it was clear to me that the matter was closed for them.
I would have left absolutely hating Paris, were it not for the NOVOTEL GARE DE LYON team. By contrast, NOVOTEL GARE DE LYON was absolutely the best! They were brilliant.
Our one night stay there was the best hotel experience we have had on a trip such as this. The best. Full stop. Our accommodation was lovely, spacious and enjoyable — we didn’t want to leave! We had a terrace, and it was overlooking the Gare de Lyon was such a wonderful way of being in Paris — like actually living there, just for a moment. The food (including late night room service), the the Rainforest pool, the KIDSZONE, everything about it has been thought out beautifully, with the comfort/pleasure of the visitor in mind.
More importantly, the staff there are to be highly commended for their care and attention. We were treated like people and not merely customers.
The best example of this is this:
This morning, as we left the NOVOTEL hotel to return to England, DS was so upset about the missing bag, that he left our water bottles on at the hotel - the lobby or breakfast area. Once we were seated on Eurostar, I phoned NOVOTEL Front Desk immediately. A member of the NOVOTEL staff had already secured the items and had them to hand.
He emailed me — even before I could email him! — to arrange returning the items directly to us in Britain. In his email he had even thoughtfully included clear photographs of the items, so that we could verify that they were indeed the ones we were missing! The items are being dispatched today, and will be with us in 5 days. With such care and attention, all of this happened swiftly. Resolved, even before we had left French soil. This is customer care. This is customer service.
Our things may never ever be retrieved, the sentimental value of them lost. This is heartbreaking for us. These things were not trash. Yes, it was our mistake for leaving them in our room, but, just a little thought, care and attention would have made a world of difference in this situation. Sadly, it has left a very sour taste in our mouths for MERCURE hotels.
But, the positive that has come out of this is discovering how brilliant, kind and mum-friendly NOVOTEL is! A real shining star and the saving grace of our Paris adventure.