Fabienne Schneider
Google
We stayed at the hotel this month (September) for one night in room FENUGREC. The room was lovely, very clean and welcoming. The breakfast was great but with 32 Euros very pricy.
However, we were disappointed with a few aspects, particularly regarding communication.
Upon arrival, we received minimal information about our stay or the property; we were simply handed the keys and shown to our room. OK, we can live with that.
We were confused about spa access. We thought we had it included, but upon arrival, we learned this wasn’t the case. The website wasn’t clear on this; the “être-bien”/“wellbeing” tab didn’t explicitly state that spa access was only for the “Ferme du Vente” lodge (or very far at the bottom needing to click furthr into the page) and not for the Chateaux. Disappointing, but with this we also can live with.
On the morning of the 16th, the fire alarm went off at 6 AM. While it’s good to know the system works, we were alarmed to find the emergency exits locked were locked, forcing us to exit through our room via the Garden (our room was on ground floor). No one informed us or other guests about the situation. After 5–10 minutes, an employee turned off the alarm, but when I inquired at reception, I was told the escape routes were indeed locked (as if it would be ok!!).
The next day at checkout, we thought someone might at least mention the false alarm, or a small word of apology for the inconvenience beeing being torn out of bed at 6 o'clock with a deafening alarm. But there was no mention of it, nor were we asked how we had enjoyed our stay. For us it felt as it was simply swept under the carpet as if nothing has ever happened.
We have message the hotel after our stay about this situation execpt of a Message that they will get back to us we never received any other feedback. And here the limits are simply exceeded - unexceptable for us.
We’re sharing our thoughts because we believe communication and guest safety should be fundamental priorities. For a hotel of almost 1000 euro overnight stay cost (incl. breakfast here) we expect a bit more.