Yuval Z.
Google
Our family spent a week at Mas Beausoleil in Provence. The villa itself was beautiful, spacious, and well-suited to our needs. We also greatly enjoyed the additional activities booked through Le Collectionist – in particular, the truffle hunting experience was truly memorable.
Unfortunately, the service provided by Le Collectionist staff fell well short of the standard one would expect from a company presenting itself as a luxury hospitality provider.
We arrived to find two showers completely clogged, causing flooding on our first night, alongside two bathrooms that were unusable for the first 24 hours. Later, the pool cover malfunctioned, leaving the pool unsafe and unusable for days. Housekeeping, for which we paid extra, was inadequate – we had to insist on the most basic tasks such as cleaning toilets and emptying bins, and were eventually told we should purchase our own toilet paper.
What stood out most, however, was the stark contrast between the eagerness to collect payments and the lack of urgency to ensure guest comfort. Payment for the villa was required fully upfront, including a sizeable security deposit. Yet when problems arose, our wellbeing seemed secondary. At the end of our holiday, instead of accountability, we were met with further demands for charges relating to the villa’s maintenance. These issues were clearly the responsibility of the property itself, yet Le Collectionist chose to defend the owner and pressure us as clients, rather than advocate for us.
The impression left is that Le Collectionist’s loyalty lies not with their guests but with property owners, even when the latter are clearly in the wrong. For a company claiming to deliver high-end hospitality, this imbalance is deeply disappointing.
I would like to note, however, that one staff member, Guest Relation Advisor in Marseille, was kind and understanding in her communication, and we appreciated her approach.
While the villa itself was lovely and Provence unforgettable, the service we received from Le Collectionist ensured that this will be our first and last experience with them.