Les Vagues Hôtel & Spa

Attractive beachfront hotel, but service and management fall well short of five-star standards I rarely post hotel reviews, but unfortunately my experience at Les Vagues warrants one. There are many positives. The hotel has an excellent beachfront location, around a 15-minute walk from the centre of Arcachon. It is a relatively new, 45-room boutique hotel with pleasant contemporary interiors and good facilities, including a rooftop bar and restaurant, indoor swimming pool and spa. Our room, however, was quite small, overlooked the car park and had fairly average furnishings. While perfectly pleasant, I would describe the accommodation itself as closer to a good four-star hotel than the five-star standard the hotel promotes. My main disappointment, however, was not the accommodation but the attitude of the hotel management and the way a relatively straightforward parking issue was handled. I had not visited Arcachon before and was unaware how difficult parking can be. When we arrived and pulled into the hotel car park, the valet asked for my name and informed me that I did not have a parking reservation. When I asked where I should park, I was simply told to park in the street. Anyone familiar with this part of Arcachon will know that finding a space nearby can be extremely difficult and can involve regularly returning to top up the parking meter. This is hardly compatible with a relaxing three-night stay at a five-star beachfront hotel. I asked whether I could reserve hotel parking for the following three nights and was told it was fully booked. I explained that this left me with a significant problem and that I expected a five-star hotel to at least try to find a service-based solution. The following day I was approached by a managerial member of staff who told me that I could not leave my car in the hotel car park. He did not introduce himself by either name or position, and it was only when I specifically asked whether he was the hotel manager that he confirmed that he was. What followed was particularly disappointing. Rather than acknowledging the problem and trying to help, I felt I was being lectured on why my request was unreasonable. His manner became increasingly abrupt and confrontational, including telling me about his experience working in world-class hotels and why the hotel was under no obligation to accommodate my request. My point was quite simple: at a five-star hotel I expect management to make guests feel welcome and to try to find solutions to reasonable problems. I did not feel that happened here. Eventually, after a thoroughly unnecessary confrontation, a solution was found and my car remained in the hotel car park. When I checked out I was charged the full €75 for three days' parking. I had no objection to paying for parking, but given the unpleasant experience, I was surprised that there was no acknowledgement or goodwill gesture from the hotel. What makes this more frustrating is that prior to arrival I receiv

On arrival, we parked our vehicle at the hotel. The valet informed us that the hotel parking was full and advised that he would park the vehicle on the street. When I subsequently checked its location using the vehicle’s tracker, I discovered that it had been driven to and parked at a location approximately a nine-to-ten-minute walk from the hotel. When I questioned this, I was told that the valet was authorised and insured to drive the vehicle on the street outside the hotel. This did not adequately address my concern, as the vehicle had been driven considerably farther than the immediate vicinity. I therefore require written confirmation that the valet was authorised and appropriately insured to drive and park our vehicle at the particular off-site location used. I also require confirmation that the vehicle was parked lawfully and securely. Our original room faced the street, and we therefore asked whether an upgrade was available. We were initially quoted an additional €500, despite the original accommodation already costing approximately €800. After I declined, the proposed additional charge was reduced to €300, which we accepted. Notwithstanding this substantial additional payment, the storage provided in the upgraded room was manifestly inadequate for accommodation of the price and standard represented. There was only sufficient hanging space for approximately five or six shirts or jackets. After returning from dinner, we found that the room was affected by an extremely strong and offensive smell of raw sewage. The receptionist was working alone and was unable to resolve the matter. We requested the attendance of a senior manager but were informed that no senior member of management would be available until the following morning. We were consequently moved from our first-floor room to a room on the fourth floor. While we acknowledge that the receptionist attempted to assist in difficult circumstances, the replacement room was smaller, did not contain a bath and did not offer facilities equivalent to those of the room for which we had paid the additional €300. Furthermore, although the room move was necessitated entirely by the sewage problem, no member of staff was available to assist us with our luggage. We were therefore required to move all of our belongings ourselves from the first floor to the fourth floor. The replacement room was then affected by loud music apparently emanating from the rooftop area, which prevented us from sleeping. We had therefore been moved from a room rendered unacceptable by a severe sewage odour into smaller and less well-equipped accommodation where we were subjected to excessive noise and further disturbance. No meaningful apology or satisfactory management response was provided during our stay. It was only as we were checking out on 16 August that the hotel director finally met with us. Regrettably, I found the director’s manner dismissive and his response lacking in sincerity. Rather than acceptin

We loved every minute of our time at Les Vagues and will definitely be back. It was a true 5-star experience. The location was perfect — so close to all the restaurants in Arcachon. The rooftop restaurant was especially special. The suites had plenty of room and great facilities, and parking was really easy too. Highly recommend!

This was a 9.9 experience, what a perfect hotel. Arrived early which I had informed in advance and was able to go to my room. Had a suite with nice kitchenette and fridge. Did not take sea view which on reflection I should have thought the church was beautiful too. Hotel had good parking of its own which they charge extra for and I probably should have booked. The gym, sauna, pool, jacuzzis tables outside and sun beds were great. The sea when the tide is in comes up to the hotel and when the tide is out a 50m beach perfectly sandy. The sea was calm with small waves. The area is relatively private and felt exclusive. The sixth floor bar and sun deck was semi open it seemed and the breakfast was brilliant and set out beautifully. ..: so few improvements they could have a second lift maybe I should have remembered to bring insect repellent but the service and management was perfect without being intrusive. Great for kids, families, businesses, young married … all seemed to be enjoying. Not cheap but why should it be. 15 minute walk into centre of Arcachon

Lovely stay in this beautiful hotel in the wonderful town of Arcachon. Seaview room has the view you would expect and with ceiling to floor windows it was lovely. All the staff were helpful and attentive. Breakfast had the selection we wanted. The spa is a great place to relax and the massage from Janie was excellent.

Amazing hotel staff amazing we really enjoyed our stay

Such a wonderful hotel, literally ON the beach in Arcachon. Rooms are beautiful, and even though we weren’t sea-side, we had a fabulous outlook over the old town. Bit of a hiccup when we arrived and were taken to a room that hadn’t been cleaned, but that was quickly smoothed over. And something lost in translation at lunch when they brought me a dish I hadn’t ordered, and the waitress didn’t seem best pleased. But overall, the staff were so friendly and professional, and the hotel is just lovely.

Everything was absolutely fantastic! First and foremost the team were wonderful and so kind, and the place is like a dream come true! We look forward to coming back again.

Lovely stay at Les Vagues and superb location