Megan Pomirski
2026-08-11
After spending nearly €15,000 for a week, we expected a truly exceptional experience. Unfortunately, our stay was very disappointing, especially considering the price. Since last year, the spa program has changed drastically, and unfortunately not for the better: far fewer treatments; the range of treatments is clearly insufficient. The organization was also lacking. Upon arrival, we were completely lost, and there was no real welcome. Fortunately, Vanessa was there to help us and kindly gave us a tour of the hotel. We really want to emphasize her kindness and professionalism. We also encountered several problems during our stay: two alarms, one at 2:00 a.m. and another during my afternoon nap, a broken elevator that forced us to walk all the way around to get to our appointments, as well as several transportation issues. Our treatment schedule was changed without our consent. Also, the reception service needs improvement. We had informed reception of our departure time as requested, but were then accused of not having done so. They practically called me a liar! 😅 And once in the car, the driver told us he didn't even know the destination address. Before accusing me of lying, it would have been better to check his information. Another particularly unpleasant point: the smoking surcharge. We didn't know smoking was prohibited, and after receiving the warning, we stopped immediately. However, we completely dispute the claim that we smoked in the room. Some old IQOS cigarettes had been thrown in a bin, but that absolutely does not mean they were smoked there. Especially since this penalty was not listed on the pro forma invoice we received that morning. At nearly €950 a night, we expected a much higher level of service, organization, and attention. Mistakes can happen, but their accumulation becomes difficult to accept at this price point, especially when we received no apology… it's the prices of a luxury hotel without the service of one… We do, however, want to highlight the genuinely positive aspects: the restaurant is excellent, and the servers are absolutely lovely, professional, and attentive. And above all, thank you to Vanessa, who was truly there for us and whose kindness thankfully added a positive touch to our stay. It's a shame, because the place has enormous potential. But for €15,000 a week, we expected an exceptional experience, and unfortunately, that's not what we had.
