Horrible service. Absolutely unacceptable.
Due to a massive flight delay, we found ourselves stranded for 9 hours at Paris airport with our 2-year-old twins. We booked a hotel room specifically so our children could get a few hours of sleep and so my husband and I could rest before continuing our journey.
Despite this, the hotel refused to allow both parents to access the room. We were told that their policy only allows one adult and one child per room, which meant my husband was forced to wait alone in the lobby while our twins slept. No flexibility, no empathy, no attempt to offer an alternative solution.
To make matters worse, we were later asked to move our bags from a common area to “make way for real customers.” That comment was particularly upsetting, especially given the circumstances.
For a hotel that claims to be service-oriented and 4-star, this experience showed a complete lack of compassion and understanding. Policies were enforced without any regard for context, common sense, or basic human decency.
That said, the rooms themselves are large, comfortable, and quiet, with both a bathtub and a shower, and the location—within walking distance inside the terminal—is very convenient.
Unfortunately, good facilities do not make up for such poor service. This was simply bad service, period and a shame to the good Sheraton name…