Ace Hôtel Chartres

I am appalled by our recent experience at this hotel. I booked a room for my husband and daughter, and in the middle of the night, an unknown male intruder entered their locked room. He had a key. He offered no explanation and scarpered after my husband confronted him.

This was a serious breach of security and understandably left my husband and daughter in a heightened state of anxiety, unable to sleep for the rest of the night.

Even more concerning is that when the incident was reported to the hotel the next morning, the response was completely indifferent. No apology or explanation was offered by staff or management. I followed up with a formal written complaint requesting an explanation and refund, but weeks later, we have received no reply whatsoever.

As regular guests of this hotel for many years, we are extremely disappointed by both the security lapse and the total lack of accountability or customer care. Guests deserve to feel safe and heard—neither of which happened here.