Relais De Margaux

Hello, We would like to share our feedback regarding our stay at the Relais de Margaux from August 13 to 15. We stay at the Relais de Margaux regularly, at least once a year, and it is precisely because we know the establishment well that we feel comfortable giving you this detailed feedback. We have unfortunately noticed over time a clear degradation in the general quality of the establishment, and this last stay particularly disappointed us. Upon our arrival, no information was communicated to us regarding the access restrictions to the golf course. We simply discovered a sign near the parking lot. At the front desk, when we asked for the hours to play golf, the person present was not able to answer us and simply told us to go directly to the golf course reception, specifying that "it was not the same department." This response surprised us. When staying in a 4-star establishment, we expect the front desk to be able to inform guests about the facilities and services offered by the estate, or at the very least to provide them with a clear answer. Another rather disappointing first impression: from the parking lot, we immediately noticed that certain areas related to the golf course and storage were particularly visible and in a state not very compatible with the image of a 4-star establishment: broken chairs and benches, visible trash cans, and equipment stored in a messy manner. Regarding breakfast, we asked the front desk how to proceed. Here again, we were sent directly back to the restaurant. In the room, we noticed the absence of a bottle or carafe of water in the minibar, even though we were arriving in the middle of a period of very high heat. We also looked for the traditional form allowing us to order breakfast in the room for the next day. There was neither a form nor a pen. We therefore returned to the restaurant, which sent us back to the front desk. At the front desk, we were finally given a form, specifying that it was "exceptional." I also asked to borrow a pen, having exceptionally forgotten mine. Here again, it was not simple, even though pens with the Relais logo were available. These are certainly small details taken individually, but their accumulation unfortunately gives a general impression of a lack of attention paid to the guest. Being thirsty, we bought a 50 cl bottle of water at the restaurant for €2. We were then advised to go fill our bottles at the dispensers located in the hallways. For an establishment of this category, and particularly during a period of very high heat, this situation seemed quite surprising to us. We also wanted to obtain information about the treatments offered at the spa. The person at the spa reception, busy on their computer, simply replied to us that "everything was posted on the door" regarding the treatments, prices, and hours. No additional information was given to us, and we therefore left. Dinner, on the other hand, was a real positive point. The food was of high quality and the restaurant staff proved to be pleasant, professional, and attentive. It is, moreover, one of the rare moments during which we found the level of service that we expect from a 4-star establishment. After dinner, we took advantage of the coolness to walk around the estate and on the golf course. We are obviously not taking into account the state of the grass, very heavily scorched by the heatwave, which is an understandable situation given the exceptional weather conditions. On the other hand, the maintenance of the grounds and walkways really leaves something to be desired. We notably noted the presence of waste and remains appearing to come from old work, giving a general impression of lack of maintenance and negligence. During our walk, we also discovered an outdoor pool that seemed completely abandoned. This was, however, perfectly visible from the estate. The water was filthy and greenish, clearly giving the impression that this pool was no longer maintained. Nearby, we also noticed sun loungers piled on top of each other, some rusted, again giving a particularly neglected image of the estate. We found this very surprising for a 4-star establishment, especially since these elements are visible to guests and contribute directly to the general image of the estate. The next morning, we received our breakfast in the room. The $5 supplement per person for this service surprised us, but we had chosen it and accept it perfectly. However, the order was not followed: no sugar for the coffee, only one chocolate croissant for two people, only one croissant for two, as well as bread. It would simply seem that the order was not correctly taken into account. Once again, it is not so much the error itself that is bothersome as the accumulation of small malfunctions throughout the stay. We had also hung the "Do Not Disturb" sign on the door. Despite this, the housekeeping staff knocked and then entered. When we indicated that we did not wish to be disturbed, no apology or explanation was given to us: the person simply left. We nevertheless consider that respecting this type of basic request is part of the standards expected in a 4-star establishment. We then tried once again to obtain information at the spa regarding a possible treatment. We waited at the reception without finding anyone, then finally gave up. We were therefore unable to benefit from this service during our stay, not because we did not wish to, but simply because it was impossible for us to obtain the necessary information and reception. The main pool and the steam room were, for their part, clean and pleasant. We also appreciated the room's air conditioning, which was particularly welcome given the temperatures, as well as the quality of the bedding. The pillows are a little too firm for my taste, but that is obviously a matter of personal preference and I had planned for my own pillow. However, we noticed a lack of lounge chairs available only on the outdoor terrace. Given the very high attendance and the heat, it was difficult to fully enjoy this outdoor space. Finally, even if it may seem anecdotal, the shower gel provided was in very limited quantity for two people for three days. Having exceptionally forgotten mine, I was really afraid of not having enough. In conclusion We are regular customers of the Relais de Margaux and therefore know the establishment well. We are aware that there has been a change of ownership, but we unfortunately notice that, stay after stay, the estate seems to be losing quality and level of service. For an establishment advertised as a 4-star hotel, the level of service, the maintenance of certain parts of the estate, the welcome, and especially the handling of requests seem to us today to be very largely insufficient compared to the price charged. The real positive points of this stay were the bedding, the air conditioning, the quality of the meals, and the professionalism of the restaurant staff. We are used to staying in different establishments, particularly in the Médoc, and in light of our experiences, the price-quality ratio of the Relais de Margaux no longer seems justified to us today for a 4-star establishment. It is therefore with great disappointment that we give this stay a rating of 5/20, and that is being lenient given the quality of the restaurant and the bedding. Unfortunately, this stay will have been our last at the Relais de Margaux. It is a decision we make with much regret, as we have enjoyed this establishment in the past and have come here regularly. We also had the opportunity to discover the one at Le Piant for the first time, of which we have kept a very good memory, and we have had excellent feedback regarding the one at La Cano. This makes our decision not to return to the Relais de Margaux all the more regrettable. It is particularly a shame to see such a pleasant estate, benefiting from an exceptional setting and such potential, gradually lose the level of quality that previously made its reputation. Our approach is not to disparage the establishment for no reason, but simply to share our experience as regular customers who have been able to observe its evolution over the years. We also wish to share this feedback transparently so that people who are considering staying at this establishment can know what to expect and make their choice with full knowledge of the facts, particularly with regard to the rate charged and the standing advertised. It is therefore with great regret that we will not return to this property, but we still wanted to share our experience with you in a detailed, sincere, and objective manner. We sincerely hope that this feedback will be taken into account and that it will lead to an awareness.

A little too disappointed for a Relais Margaux

Spa at the reception is minimally clean Engaging place but sleepy Staff is not very communicative with minimal service Outdated decoration Not accustomed to the place Not very eager to return Good idea for brasserie and spa services, but Outdoor pool is closed The decoration and reception did not make me want to stay in the afternoon Meal was acceptable but nothing more