L'Hôtel Particulier

Unfortunately, I did not read any recent reviews before booking and staying at L’Hotel Particulier. I wish I had! Our first time visiting Arles, we wished to stay in the best hotel we could find. We were drawn to this hotel by its website, and although expensive (€549 per night for the Terrace Suite) we booked for 3 nights, the third night in a different room as they couldn’t give us the suite for all 3. We left after 2 nights…. Specifically we found the following: Very poor facilities: Small, awkward reception which still seemed to have its Covid screens up. No welcome drink/sit down whilst you complete registration. Locked entry system to the hotel, you had to ring a bell and wait for someone to let you in. A basic, tiny, bar, which only seemed open if people were there. No social seating area to relax in. The gym/wellness area 3 pieces of equipment in a cramped, no air conditioned room, which didn’t even look clean. Unusable! The massage room (down some stairs), also poor, so upon seeing it, my wife cancelled her massage (which took two requests to book in the first place). The only food available was breakfast (hence the B&B), which is served on a very peaceful terrace by the pool. Our rate apparently didn’t include breakfast(!) so we decided not to bother with it, as we already felt we were being overcharged! Staff were friendly enough (especially Antonio), but changed everyday - it felt like they were struggling to manage. Our Terrace room: Thin, worn towels (some were actually fraying). Scratchy bed linen. Air conditioning only worked from the bathroom, so to keep the room cool, the bathroom had to be very cold. Tiny, weird toilet. No sound system (says there is on the website). No in-room tea/coffee facilities. The only drinks in the room were bottles of water (which were cheap 50ml plastic ones, in a rickety mini fridge!) Having decided we couldn’t face a 3rd night we informed them on day 2 that we would be leaving a day early. It was only on departure that the (apologetic) staff informed us that they had been told to charge us for the 3rd night, minus €50 - another €409. I note that the owner has opened a new hotel near Arles, which also features on their website. I think it is very clear where they are investing their time and money. Don’t be confused by website photo gallery, there is no bistrot etc at his hotel. At some point pre Covid, L’Hotel Particulier was clearly a different much better hotel, but now, it’s basically a very expensive, faded B&B, with a nice pool/outdoor area, needing an overhaul and some new linen. I have given it 1 star (I rarely write reviews, and this is my first negative one) - because as someone who stays in many Relais & Chateau hotels, this is all this deserves.

I booked a suite in this hotel on June 21 buying cancellation insurance. I had to cancel on July 2. The stay was for three nights starting September 1. To my surprise, the hotel retained €743. I asked for a full refund. The Booking Manager refused, saying I had cancellation insurance. When I asked for an email address and phone number for the insurer, she gave me defective information making it impossible for me to file a claim. I asked her to request the owner to make an exception and issue me a full refund. She refused saying I had insurance even though defective. The hotel will have ample time to re-book the suite. It is enriching itself at customer’s expense hiding behind a rigid cancellation policy. Avoid booking at this hotel. Greedy hoteliers do not deserve our business.

Hôtel de charme, bien situé en centre ville ; joli jardin bien entretenu ; beau bassin de nage très agréable Endroit paisible et silencieux Personnel attentif ; room service efficace Petit déjeuner de qualité Voiturier réactif Accès difficile par des ruelles étroites : SUV s’abstenir… Odeurs d’eaux usées dans des parties communes La chambre n’avait pas été nettoyée : cheveux au niveau de SDB et du tapis de la chambre, poussières, miettes… Vitres sales Cabine de douche très étroite Absence de savon pour les mains ; absence de mouchoirs en papier Auréoles jaunâtres de sueurs au niveau de la tête de lit en tissu blanc Matelas déformé du côté droit (creux)