Hotel Le Pigalle Paris, Design Hotels: How to turn a bad review into a selling point and unprecedented success
“We started using Valpas just before the COVID-19 lockdown, due to which we had to close for a few months. It is difficult to consider the definitive statistics yet, but we can say that, since we are Valpas members, even if we are not yet at the 2019 booking values, we have had 80% room occupancy in both September and October. This is a great result, which we never expected.”
“Bed bugs are unpredictable. Too many people still think that their presence is linked to cleanliness, but the truth is that this has absolutely nothing to do with it. These animals can arrive anywhere, and suddenly, perhaps attached to a guest's suitcase. Just like COVID-19, they cannot be seen, and you don't know when they can hit you. This is why we decided to focus on safety first of all at our hotel. This is why we decided to rely on Valpas and, thus, increase the value of our customer service,” says Xavier Hue, General Manager of Hotel Le Pigalle Paris.
The atmosphere at Hotel Le Pigalle Paris, is unmistakable. The hotel feels rooted in the authentic Paris of yesterday, while being surrounded by glamour, music, and contemporary design.
“We want to reflect the soul of the neighborhood of Pigalle. Aside from Montmartre and the Moulin Rouge, Pigalle is still not very touristy. It is truly emerging, with many small boutiques owned by local designers, restaurants, and bars, frequented mostly by Parisians,” explains Hue.
The façade of Le Pigalle sets the tone. Inside, paintings, drawings, and photographs line the walls, alongside unique furniture created specifically for the hotel or sourced from the Marché aux Puces de Saint-Ouen.
A philosophy rooted in design and neighborhood spirit
“Le Pigalle Paris is a member of Design Hotels. For us, design is really important, to the point that each of our forty rooms has a unique interior design. They have the style of the area, known as Nouvelle Athènes due to its neoclassical architecture, which inspired nineteenth-century poets and artists,” says Xavier.
Guests browsing the hotel website quickly recognize Le Pigalle Paris as both a Design Hotels member and Valpas-certified bed bug-safe, two signals that reflect attention to detail, quality, and care.
“This is also why we chose Valpas. We were not only fascinated by the service and safety, but also because one of the co-founders is a designer and created a solution that adapts seamlessly to any space and furniture. I know that, for the same reason, many designers from all over the world choose Valpas,” he continues.
For Le Pigalle Paris, adopting Valpas certification meant ensuring that bed bug safety became a permanent, invisible part of the guest experience, without disrupting the hotel’s design ethos or daily operations.
Safety for guests, and for the hotel itself
In 2019, Paris experienced widespread media attention around bed bugs.
“I realized we could not wait any longer and had to be able to provide our guests with the safest experience possible. Especially today, with COVID-19’s enforcement of safe hygiene codes, there is no other problem,” says Hue.
By becoming Valpas-certified bed bug-safe, Le Pigalle Paris chose to treat safety as a standard rather than a reaction. Certification allowed the hotel to clearly demonstrate its commitment to guest well-being, while also protecting its reputation in one of the world’s most competitive hotel markets.
The team soon realized that Valpas certification worked as reassurance for guests and staff alike.
“With this technology, you can ensure and also clearly prove that there are no bed bugs in your hotel. Guests sleep peacefully; so do the hoteliers; so do our team and staff,” says Hue.
Turning a bad review into a selling point
After years of building a strong reputation, Le Pigalle Paris faced what is often considered a hotelier’s worst nightmare: a guest review mentioning bed bugs.
“I regretted that the customer didn't come directly to me to complain but decided to write on Booking.com,” confesses Xavier.
Thanks to Valpas certification, what could have become a severe reputational blow was handled transparently and confidently. The hotel was able to respond publicly, reassure future guests, and demonstrate its bed bug-safe standard.
“It was the best response to a negative review, which remains forever on social media but now acts as a tool to increase bookings,” Xavier explains enthusiastically.
Rather than damaging demand, the incident reinforced trust. Since then, Le Pigalle Paris has reported around eighty percent occupancy in September and October, despite not yet returning to pre-2019 booking levels.
The hotel also saw improvements in key review metrics, including cleanliness and overall ratings, contributing directly to booking performance.
Sustainability, health, and toxin-free rooms
The use of pesticides in hotel rooms impacts guest health, staff well-being, and the environment. With Valpas, rooms at Le Pigalle Paris can be maintained toxin-free, supporting both sustainability goals and guest comfort.
No large-scale treatments or material waste are required, allowing the hotel to avoid unnecessary environmental impact while maintaining high hygiene standards.
“They are not large, ranging from thirteen to thirty-five square meters, but certainly unique in their kind,” explains Xavier.
“I was struck by how Valpas has a code of values that are respect, courage, openness, learning, and focus. In the end, they are also our own values as a hotel,” he adds.
A home for curious, conscious travelers
Le Pigalle Paris welcomes guests from around the world, as well as locals.
“Our hotel is frequented by both international tourists and many locals,” notes Xavier. “Pets are welcome here, and this requires even more attention to hygiene and cleanliness, which Valpas guarantees.”
The hotel has become a gathering place for guests who work, read, listen to music, and explore the neighborhood.
“We always see more and more people coming here with their computers to work. We also like to be a home for our guests,” Xavier points out.
Staying at Hotel Le Pigalle Paris means immersing oneself in the stories, sounds, and tastes of Pigalle, from local bakeries to curated vinyl collections. With Valpas certification in place, guests can enjoy the experience with peace of mind.
“We have seven hundred books currently scattered around the rooms and hotel, as well as over five hundred vinyl records,” says Xavier Hue.
Insider tips and a growing community
Pigalle itself is part of the experience.
“I grew up in the 18th Arrondissement. All of the staff and I can offer advice to our customers,” says Xavier, sharing favorite local bistros and jazz bars.
Looking ahead, Hue sees Valpas as more than a safety standard.
“As the CEO and co-founder Martim Gois envisions, I hope that Valpas, in addition to offering clean and safe stays, becomes a platform where a community of informed and curious travelers can meet,” Xavier concludes.