La Maison d'Aix 1785 - Hôtel Particulier & Spa

We had five nights and found it perfect for our needs.Huge comfy bed,great central location,very friendly and helpful staff. Coffee machine in the room. Breakfast was served in a small ,bright dining room and there was a good selection of typical continental breakfast items and served with a smile. Would stay again with next wife.

We were looking forward to this romantic stay that quickly became more of a nightmare. We should have known when we were initially greeted with "well there is good news and there is bad news". And then the onsite host, proceeded to explain that we were assigned the honeymoon suite but it was up THREE long flights of stairs. Yes, a long hot stairwell for a 65 year old couple to climb and descend daily for anything and everything we needed outside of our room which did not even have a refrigerator. There was NO room-service and certainly NO VIP Concierge. The room was lovely but without a fridge, we could not even keep a bottle of water, juice, soda, wine or champagne cold unless we left it three flights down in the central kitchen. The worst happened when we discovered we could not open the room safe that held our money , car keys, credit cards and passports - the manager on duty could not open it even with his special key nor with anyone else's assistance and we lost most of the day to doing nothing until finally someone was able to break open the safe and access our things in the afternoon. So no money, no credit cards meant no way to eat, shop, or tour in our car, etc. Gone was the opportunity to drive off for the day to Arles.. Though we called the owner twice, nobody bothered to pick up the phone. A month later we are still waiting for an apology as well as an offer for some sort of refund. This was not the experience we were sold and the lack of attention and though there is more I could say, I think I have said enough.