Guest User
January 31, 2023
Truly confused by the service at this hotel and it’s status as the premier property in the region. I’ll start by saying that my wife and I have travelled around France more than once, and we understand French culture and how it may differ from what we’re often accustomed to. That said - at a property of this status and caliber we have been sorely disappointed. The service has been clunky and awkward at best, otherwise, downright rude and inattentive. We have only been here 1 night but we already feel strongly that we wouldn’t recommend it or come back unless things really turn around. We arrived very late in the evening, later than we expected due to travel delays. We let the staff know about our delayed arrival and that we’d like a speedy check in so that we could still make our 9:45 pm dinner reservation. The valet and a gentlemen from the front desk (not a concierge) greeted us immediately by name, took our bags swiftly, and they were incredibly kind and welcoming. We also had an excellent dinner at the Japanese restaurant - the food is delicious. That’s where our positive experience with the service ended. The next morning we asked to speak with the concierge to firm up our beach club and dinner reservations. When we sat down at the desk and introduced ourselves he never looked away from his computer screen. Noticing this, we asked if now was a bad time as we would be happy to come back later when he’s free, and he responded with “no” but he still never gave us his full attention. Because the weather was looking bad one of the days and because we missed the sunset our first night due to our travel delays, we wanted to switch two of our reservations. When we asked for the second change, the concierge very rudely said “a lot of switching reservations, huh.” I’m sure he meant it as a joke but it came off biting. We were appalled. No apology. Our overall experience with him was so sour that about an hour later, my wife wanted an extra room key (they only provided one), but she didn’t want to ask the front desk because we felt like we were being too much trouble. And we quickly realized what a shame that is and how truly unacceptable is it for a hotel of this caliber to make us feel that way for something so minuscule. That same morning, my wife wanted to send 3 few items of clothing to be dry cleaned or pressed. Knowing that same day turnaround requires an early drop off, she went to the lobby at 8. When she inquired about dry cleaning because we didn’t see a form in the room, concierge rudely told her just try looking again or call housekeeping. Even though she brought the clothing items with her to the lobby and they were literally in her hands. For $2,000/night, I would expect them to take them directly and say “of course, we’ll take care of it.” But no. So back to the room she went. Called housekeeping, filled out a form, and left the items outside the room at 8:55 am. The housekeeping manager said they’d come pick it up right now. W