My husband and I chose this hotel as part of our honeymoon - Chateau Hotel & Spa Grand Barrail Saint-Émilion - Trade Reservations
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🤮 1/5 - My husband and I chose this hotel as part of our honeymoon
By 👻 @Samantha F., 11/19/2022 3:00 am
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My husband and I chose this hotel as part of our honeymoon because of the junior suite and due to the fact that it claims to be a 5 star hotel worthy of the price tag of ~$700 per night. We had a terrible experience and have been trying to dispute the cost with Chase (who we booked through) for months. We have both traveled extensively and this is by far the worst experience we ever had a hotel. I wanted to avoid posting a negative review but after 5 months of trying to dispute the charge, I'm left with no choice. The hotel has lied repeatedly to Chase and refuses to give our money back, so here is our very honest review which is really more a summary of the experience we had. I have included photos of the room we booked, the room we received. To begin, this is simply not a 5 star hotel and the majority of the staff were not interested in helping those staying. There were empty towel baskets at the pool and no one to assist with finding new ones, there was no one at the front desk throughout the evening hours, flies all over the food at breakfast, and in general everything in this hotel is very old and dated and not in the way one would hope for a romantic experience. We had to ask for help multiple times and we never received it. To start with the room, it was not the room we booked. We booked the Junior Suite through Chase and were given a completely different room than was advertised. The hotel confirmed by email in advance that the junior suite was lovely and when we complained (which we did in writing to share with Chase) we were told by the hotel that we should have asked them in advance for help choosing a room even though we did and I had the emails to prove it. They apparently have different junior suites but do not advertise this or allow customers to choose one over the other. Our terrace was tiny with astroturf, full of rust, and had absolutely no view of the vineyards as advertised upon booking. I even sent the photos from the junior suite on the hotel's website to confirm that we had indeed booked this room! Instead, our room looked directly at a building and was unpleasant. Had this been the room advertised we never would have booked it. While we were offered to move our room for the second of the two nights, it would not have been available until early afternoon and we would have had to cancel other activities we had booked and lose money as a result. Although the hotel offered, we of course did not want the hotel staff to pack our belongings. Instead of offering to make this right in any way, the hotel chose to blame us for booking through Chase rather than booking with them directly, and again, we did reach out to the hotel to discuss the room type while booking in Chase several months before. We had no functioning AC throughout our stay which was amidst a heatwave in France with temperatures reaching 100 degrees and I was pregnant. We advised the front desk and others multiple times yet no one worked to resolve the issue and no one communicated with one another. When we came in from dinner our first night and wanted to confirm it was fixed, there was simply no one at the front desk to ask and no one to be found in the hotel lobby, which is not indicative of a 5 star hotel. Of course the AC had not been fixed. The next day the hotel staff said we should just keep the black out shutter windows closed (even though we advised multiple times that we kept the windows closed) during the daytime to try to cool the room off. When we left our room for dinner in the hotel during our second night, we again advised the concierge that our AC was still not working and asked that someone take a look while we have dinner. We were told we should have told someone about this issue even though we told several different people already! We were then told by the restaurant staff we were not permitted to eat indoors even though it was 97 degrees outside! One of the two indoor rooms had a large party but the other room was completely empty. We explained I was pregnant and it was extremely hot and they still said no, so without any other option for dinner, we ate outside. The meal was miserable in the heat so we tried to quickly eat one course which still took 1.5 hours. We were even charged 14 euro for 2 small bottles of water because they chose not to disclose that they offered free tap water. After dinner we found our room sweltering hot with the AC still not working. We called to the concierge yet again to ask if someone checked and were told they did not know about the issue even though we had just reported it again one hour prior. At 11pm, two women from housekeeping arrived with a small fan and upon checking the AC stated that a technician was required the next day, which was when we were checking out. They brought us towels to use as lightweight blankets! While the hotel will claim they fixed the AC they most certainly did not. They blamed us for all of our problems stating we did not report them enough.
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