Review of Fraser Suites Le Claridge Champs-Elysées 5*

One of the worst hotel experience ever in my life. We stayed between December 31, 2019 and January 2, 2020 and for the second time between January 3, 2020 and January 5, 2020. They grouped this as one booking and would not let us cancel the second booking without penalty if we didn't cancel by December 28, 2019. There was no service and they need to improve on cleanliness. We stayed two separate times two nights each. The first time the room reeked of cigarette smell even though it was supposed to be a non smoking room. We got another room on the second night after a duress. I was told a manager will contact us but no one contacted us. The second time we noticed that the ashtray in the balcony wasn't cleaned and was full of cigarette butts. It was also with pretty long stairs with bathroom upstairs. As we were with our 70 year old mom who has bad knees we asked if they can give us a different room. When my sister called the front desk to request a different room, the receptionist was rude and not helpful. When we went to the reception to talk directly, he was antagonistic. My sister got upset and raised her voice, and instead of trying to calm us down, the receptionist, Stellio, raised his voice also and called us crazy and threatened us to call security. We finally got two separate rooms for the night with a help of another staff but cheaper rooms compared to what we initially paid for, I believe. At that time, I asked to make sure that we get another room next day as we booked an executive suite. We were told that we will get the room and until the room was ready we can stay at the rooms we were put in. But by noon we were getting very rude phone calls to empty the rooms and the day-time receptionist disabled our room keys without giving us access to a new room. It finally got sorted out by 4pm. There was no apology and no compensation. This hotel obviously doesn't understand that hotel business is a part of service industry. This experience made us feel very sour towards this hotel group. We will definitely not use any hotels in this hotel group in the future.