J G.
Yelp
My wife and I were scheduled to stay at the Byblos this weekend as part of our trip to the south of France on the weekend of June 26, 2015. This would be our second time, of probably many, staying at this hotel as we very much enjoy St Tropez and previously had an excellent experience with the Byblos. I write this review after having had a very bad bike accident 2 days ago, in Provence requiring immediate surgery and probably another 5 days in hospital in France. Certainly not the way we expected to spend our vacation, but I am simply appalled by the Byblos' response to my request to canceling our reservation due to this unforeseen circumstance. The initial response was to tell me that there was nothing they could do as we were passed the cancellation period, and that they were sorry I was in the hospital. Since I charged the stay (pre-paid) to American Express, American Express also attempted to get a refund for me. After I talked to them, the Byblos requested that a supervisor at Amex write them a letter which included a request for refund, personal medical information like the type of injury I had, the name of my doctor, and the hospital I was staying at, along with proof of my medical condition! Shocked by this request, I provided the information anyway, as the charges for the stay were substantial. After 'reviewing' the information, the Byblos manager, via emailed letter from "Sylvie" in reservations, on Byblos letterhead, responded that they would only still be charging us $1500 for our stay and were 'sorry to learn that I was unable to travel to St. Tropez'. I was still in the hospital a week later, when we were supposed to be at the Byblos, after major surgery. My wife and I are frequent travelers and have never dealt with such a short-sighted policy at a high-end hotel, particularly in light of the fact that the hotel is completely full and would have no problem selling our room during this very popular time to travel to St Tropez. In any case, after getting out of the hospital and back home, we will be pursuing a better resolution to this after I get out of the hospital, through various means, but I thought anyone considering staying here should know about the arrogance and lack of customer care they are likely to encounter.