La Maison d'Aix 1785 - Hôtel Particulier & Spa

Thank you La Maison d'Aix for an incredible stay. Everything was top quality from the luxurious towels and high end toiletries, to the super comfortable bed and pillows to the stunning decor. Our room was spotless and had very powerful A/C. The classy breakfast served every morning with such beautiful china and the freshest, most delicious food was another highlight. I loved how we could help ourselves to complimentary fresh fruit and treats throughout the day..this was most appreciated after returning from a day of touring. The location was fantastic in a safe, elegant neighbourhood, walking distance to everything. I could not have chosen a more perfect, romantic place to celebrate our 25th wedding anniversary. What a memorable experience!

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.