“Did not meet its obligations and poor customer service”
The room was comfortable. We stayed at the Chateau on 28 August. We had booked a table at the restaurant that evening. When we arrived around 6pm after a very long drive we were informed that there was a power cut, that power would not be resumed until 9pm, and were given a list of restaurants that might serve us, all a 20+ minute drive away (the closest two had been crossed out as other guests had already filled their available tables). We were told we had to call these restaurants ourselves. It was too late to find another place to stay so we asked if a plate of cold food and a bottle of wine could be provided so that we did not have to go out. The receptionist said this was not possible but no explanation was given. The receptionist assured us that the water would be hot for showers. However it was not; we had cold showers and went back out and found a pizza place 15 minutes away. We returned at around 9pm to find that the bar had closed at 7pm and all staff had been sent home apart from one receptionist. While we appreciate the power cut was not the Chateau’s fault, we believe it failed to provide the services promised when we booked (food, bar, hot water) and failed to look after its guests adequately: 1. The Chateau did not email or call us earlier in the day when we had chance to make alternative arrangements. 2. The water was not hot. 3. Cold food could have been provided but it was not (there was plenty of cheese and cold items available at breakfast so these must have been in the fridges the night before). 4. We were not told when we arrived that the bar was closing at 7pm. I spoke to someone on reception when we checked out, requesting compensation. This was refused, as it was "complicated". I followed up with the Chateau by email a week later and I received no reply. I then contacted who contacted the Chateau but they were unable to reach an agreement with the Chateau
Wendy3週間前