Francois B.
Google
Great hotel / staff but one unacceptable an d unprofessional incident .
Great hotel, amazing service (check in very kind and professional , concierge team very helpful and efficient , luxurious facilities (restaurants , pools …), efficient valet parking ,,, really PERFECT.
HOWEVER one very bad incident happened to us - I booked through the hotel a horseback riding tour for my son and myself, looking forward to a pleasant experience. Unfortunately, the woman in charge treated us with shocking rudeness. Upon arrival, she accused me of being late (which we were by 2 minutes max ) then became increasingly aggressive, asked for payment in cash, rolled her eyes at all times, and then spoke in an almost shouting tone things like “ you are on vacations, I am not…”
At some point I wondered if she had been using illegal substances to treat customers like that ;
Her words were insulting, her demeanor intimidating, and - the worse - the whole exchange left my 10-year-old son frightened. As I complained to her, she turned to my son shouting “are you not having a good time ? Answer me, are you not having a good time? You see, you see…”
After 8 minutes she aborted the ride and rode us back to the barn.
Instead of a welcoming and safe atmosphere, we were met with hostility that completely ruined what should have been a special day. I have never experienced such unprofessional behavior in a tourism activity - not the level you expect from a provider recommended by Hermitage / any five star hotel.
We left feeling upset and disappointed.
I hope the hotel will react with more than lip service.