La Villa Mariale

We have been coming to Lourdes as a family for over 30 years every year; we had booked this hotel more than a month in advance, notably because it offered air-conditioned rooms, an essential criterion for us due to the high heat and my husband's disability, which he handles very poorly. The reservation was confirmed and paid in full. Upon our arrival, we were told that the air conditioning in our room was broken and that it would probably not be repaired before the end of our stay. When we explained our situation, the manager replied that "air conditioning is a comfort, not a necessity," a particularly inappropriate remark. After long discussions, we were promised an air-conditioned room as soon as one became available. Despite everything, we spent a first night in a room at nearly 30 °C. The next day, we were asked to vacate our room immediately, without being able to be given the keys to the new one. We therefore had to load all our belongings into our car even though we had an activity planned. In the evening, upon returning, no key was waiting for us despite the employee's assurances that everything was organized. We found ourselves without a room. When calling the emergency number, the manager wrongly accused us of not having vacated the room on time, even though we had simply followed her staff's instructions. The only solution proposed was to return to our old room, move all our belongings again, and spend another night in a room at over 32 °C. The manager once again stated that air conditioning was "not a necessity." Breakdowns can happen. However, what is unacceptable is the management of this situation: lack of organization, poor communication, broken promises, lack of empathy, and refusal to take responsibility for the establishment's errors. The compensation offered? A €20 discount on the stay, which is laughable given the inconveniences suffered. I do not recommend this hotel. With a minimum of organization, professionalism, and consideration for its customers, this situation could have been handled correctly.

The apartment is obsolete but sufficient because quite spacious. The bathtub and air conditioning are really a plus. The kitchenette is small, it still lacks a lot of accessories and the fridge is outdated too. No cleaning done between entry and exit even for a week. Private parking is accessible but a little expensive per day The proximity to the center is a big plus too The person was very friendly

We had a great stay, near the sanctuary less than 10 min. We were very well received by the manager and an employee. We extended the stay at the last moment and we were found the same accommodation. We will return here without any worries and we thank them for everything , their Welcoming and kindness. We recommend villa mariale. Damourette family