RaptorMX
Google
Our entire multi-city Europe trip was booked three months in advance, including two separate room reservations at Hotel Emile Le Marais, as we were traveling with another couple. This hotel was the only one of five that failed to honor its commitment and nearly ruined our vacation.||Three days before our flight to Europe (five days before our arrival in Paris), we received an email stating the hotel could not process the charge for the first night on one of the rooms, requesting an update. We immediately contacted our bank, who confirmed unequivocally that the hotel had never even attempted to submit the charge. Despite this, we re-entered the card details on Booking.com.||Two days later, the hotel unilaterally canceled one of our two reserved rooms. We were left scrambling to find accommodation for half our party just five days before our scheduled arrival. Desperate, we immediately called the hotel (at 11 PM Paris time) and were told to call back during business hours. We then sent an urgent email via Booking.com, offering to pay for all four nights in full, immediately, to reinstate the reservation. The hotel never replied to our plea.||The consequence of this unjustified cancellation and total lack of communication was disastrous: we were forced to book a separate, extremely expensive last-minute hotel, and our party had to be split up.||Hotel Emile Le Marais demonstrated a complete lack of care and professionalism regarding a long-standing reservation. There was no valid reason for the cancellation, and the failure to even respond to a customer facing an emergency is unacceptable. We strongly advise other travelers to be wary of their booking reliability.