Michael R
Google
Based on the 7 nights and 3300 euros we spent at 9Confidentiel, we strongly urge you to avoid this hotel.
My wife often travels with a teddy bear that a deceased family member (who loved to travel) gave to her – perhaps a bit odd, but it has significant sentimental value. A few days into our stay, this item was taken from our room while housekeeping was “cleaning”. We told reception that night when we returned to our room and noticed it missing. They told us that it was likely “accidentally” taken by housekeeping with our sheets, etc. and that they would check with them and look in the hotel laundry room right away and let us know the next morning.
When we checked with reception the next day, they told us they had not yet checked the laundry room. It seemed they were not taking this seriously, but they again promised to check the laundry room right away. By the time they (apparently) checked, they said our item was not there and perhaps it had now been sent to their offsite laundry facility. This was very frustrating – if they had taken this matter seriously, perhaps they could have found our item before it (apparently) left the hotel. They promised they would contact the offsite facility right away.
The following morning, we once again asked – they said they *emailed* the offsite facility but haven’t heard back. I told them that they needed to take this seriously (this started because they took an item from our room), to *call* the facility and for hotel management to call me ASAP. They said they would do this and, if they can’t find our item, they would “make it right”. When we checked out the next morning, we asked again – they checked their notes, told us they don’t have an update, but that management would contact us right away.
After 3 days of silence, I emailed the hotel for an update. 2 days later they said that they had called the offsite facility but our item was not there (it had now been 7 days since our item was taken; if they had checked their laundry room or called the facility right away, perhaps they would have found our item). They said they “understand that sentimental value is irreplaceable” and they “wish they could do something and if there is please feel free to inform them”. I responded right away expressing my dissatisfaction, and asked for a discount given how much we spent at the hotel and b/c they had promised to try to “make it right”. I even offered to repay any discount if later found our item. 10 days have now passed, they have ignored us, and management has never bothered contacting us.
I realize that all hotels have issues. At 9Confidentiel, our room safe stopped working (they were able to fix it), our keycards often did not work, housekeeping often did not replace coffee or towels and left our duvet rolled up in a ball, the minifridge did not work, the hairdryer stopped working, the sink drain was broken, the shower leaked, there was constant “stomping” in the rooms above us, the lobby had a strong and unpleasant odour, etc. We were willing to overlook these many issues.
However, a guest’s property should never go missing, especially at a “nice” hotel – if that somehow happens, the hotel should take it seriously and try to make it right (perhaps missing items is common at 9Confidentiel?). Failing to check their laundry room right away, failing to call the laundry facility for 2 days, failing to have management contact me ever, and now ignoring us is unacceptable. I realize that the item taken from our room is not worth much to the hotel. However, it has significant sentimental value to us – if it had been a Hermes scarf, would they have cared? Maybe, maybe not. We never expected our property to go missing at 9Confidentiel – but once it did, we certainly never expected that they would barely seem to care, do nothing to compensate us and then ignore us.
Avoid this hotel at all costs. If you must stay here, be sure to lock up your property (if the safe is working) – otherwise, if your property goes missing, they won't take it seriously or do anything to try to make it right.
