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Hotel Saint Louis en L'Isle

I direct booked a room at this hotel on 26 June 2021 via their web site. The reservation was for May, 2022. The hotel charged my credit card for one night. The hotels web site cancellation policy stated free cancellation before 5/21/2022. The cancellation email I received stated that my deposit would be refunded to my credit card. As of August, 26 2021 no refund! I tried to contact the hotel via their web site comment section, via email direct to the hotel and even tried calling the hotel via their web site listed phone number. I have received no response from my contacts and the the phone call did not complete. All my communication has been thru the third party provider the hotel uses. Maybe the hotel is closed? I would suggest that Rick Steves remove the hotel from the Paris travel guide! 1/12/2022 Update: I tried again to reach the hotel via email. This time they responded quickly and issued me a deposit refund. I asked why the lack of earlier responses and the long delay. I received the following from the hotel; "Thank you for your e-mail. We apologize. The hotel is closed since March 2020 and will reopen in March 2022. E-mails were not checked as accurately as they should have been.". Based on this reply, I suggest anyone else trying to get deposit refund, retry now!

Posted by
6362 posts

You booked on June 26, when did you cancel? Or did they cancel? When? Just how long has it been? It may take some time before the credit goes through on your credit card.

Posted by
8054 posts

This is an excellent hotel with good people working there, it’s my favorite hotel in Paris. I have heard it’s closed for renovation but don’t personally know if true. There is a sister hotel in the Marais. I would call both hotels until I reached someone.
You said “the the phone call did not complete”…
Why? Were you dialing the right #s for calls from the US to France? You can Google for that info.

https://www.saintlouismarais.com/m/fr/

Posted by
7 posts

I rechecked my records and actually I booked on 5/31/2021 and cancelled on 7/14/2021. I assure you I dialed correctly. I will check with their sister hotel in the Marais. Thanks for the suggestion! BTW, my last name is Desmarais and my ancestors came from the Marais.

Posted by
8054 posts

If I called a # “that did not complete” I wouldn’t give up, I would keep trying. Can you share the # you dialed?

Posted by
8054 posts

Ok, that’s the correct #. Now try Hotel St Louis Marais at 011 33 1 48 87 87 04.
I assume you know they are 6-9 hrs ahead depending on where you are in the US. I would call at 10 am their time.

It’s also possible they are closed for the month of August. A lot of Paris hotels that don’t normally close in August are closed this year. If you don’t reach anyone wait until Sept to call.

Posted by
7 posts

I emailed Hotel Saint Louis Marais and they responded within 30 minutes stating they had forwarded my query. I will post again when I get a response.

Posted by
395 posts

Dalton…

Did you ever receive a response. I ask because I’ve read that that hotel is undergoing renovations ….one review on a travel booking site said they were not advised until one week before but they were moved to another hotel in the Saint Louis Group that just completed their renovation …this was in July 2021.

We currently are holding a resie over Xmas holidays for the the Saint Louis hotel on I’ll Saint Louis. Phillipe has been good responding to our flight change requests until 9/16. On 10/3 our flights changed again and I emailed ….no response yet. I emailed the Marais Saint Louis this am as well.

A friend who stayed there in 2018 and 2019 was scheduled there during December 2020 but obviously things were closed so they told her they will hold her reservation and payment for 2021….so she is now emailing them.

If anyone reads this and has knowledge of this it would be greatly appreciated

Posted by
7 posts

As of 10/11/2021, no reply to my repeated requests for my refund. I have emailed the hotel, their sister hotel in the Marais, even sent an email to the corporate offices. No reply fro anyone. I also called the hotel numerous times with no answer. I called the sister hotel in the Marais and actually talked to a real person. She confirmed that the hotel was closed for renovations and promised that she would have someone contact me directly regarding my refund. Still nada!

Posted by
395 posts

Thank you so much Dalton for your response.

I’m thinking we might be better looking at another hotel at this point…we made our reservation in May….I continued to check their booking availability…..until it disappeared so to speak….it just went from one day having availability to having none and that includes any from today until mid January.

We may be out our one night deposit as well.

Posted by
26363 posts

This is an old post which has just been updated by the Original Poster, but in the middle of the OP.

His situation has been rectified to his satisfaction.

So if you just read the first bit and wish to contribute, note that there is a resolution.

Posted by
8054 posts

Thank you Nigel. The update is so buried in the OP that I missed it.

Posted by
7 posts

Please look at my 1/12/2022 update to my original post. The hotel was closed from March 2020 until March 2022.

Posted by
8054 posts

Dalton, better to put your update at the beginning of your OP so people see it first.