Best Western Relais de Font Mourier Hotel

We spent a family stay with our two-year-old baby at the end of June (2 nights). If you do not encounter any difficulties during your stay, you should be delighted with the exterior and the dining services. On the other hand, at the slightest hitch, good luck getting a decent and respectful response from the staff. Our room was located next to a kind of common area dedicated to the staff, looking like a real mess where everything is stored in plain sight because the door remains open. For a supposedly 4-star hotel, this leaves something to be desired.... Our room had an unbearable smell of sewage and plumbing that we reported every day, but no one was bothered by it, since even the maintenance staff replied to me in mediocre French: you have to get used to it! Yes, because within this hotel, the majority of the staff does not speak French and the servers understand very little of the French language. Having to make the waitress understand in English that in the middle of a heatwave a glass of water with ice cubes is the bare minimum for a baby is the last straw! Following the problems with pestilential odors, we were forced to sleep with the windows open and the result was definitive: my baby was devoured by mosquitoes and had to be hospitalized due to a skin allergy upon our return. I am not even talking about the restaurant manager who openly mocks every customer who passes by with a familiarity that hardly puts him in a good light. Since my return, I have been following up for days to be compensated. I am told that the person responsible for customer relations is on maternity leave and that I will have an answer shortly. I am still waiting and it has been almost a month that I have been following up without a response. It is an absolute disgrace; avoid this hotel which only has a nice veneer under the pretext of being close to Saint-Tropez. Everything else is not even worthy of a 3-star hotel, and even then, I am being kind. Upon our departure, the only compensation offered: the baby crib provided during the stay and two complimentary breakfasts! That is the level of consideration this hotel gives its guests in the face of serious medical issues.

We were unable to stay at this hotel because my husband had to undergo emergency heart surgery. We contacted the hotel immediately to explain the medical emergency and request a refund or date change. Unfortunately, the management refused to show any flexibility or compassion and denied our request, keeping our money. We are deeply disappointed by their lack of customer service during such a critical health crisis. Future guests should be aware that this property strictly enforces its policy with no exceptions for severe medical emergencies, I would therefore recommend guests do not pay for their booking until they arrive at the hotel! I had to cancel other hotels and flights due to this same medical situation and every single one was compassionate and agreed a refund or credit! I think this action speaks volumes about the hotel and who runs it and I would suggest you give it a wide berth. There are many more lovely hotels in the same area and nobody plans a medical emergency so it could happen to anyone!!

Our experience with this hotel has been incredibly disappointing. We were due to check in on the day my best friend’s father sadly passed. We understood that our booking was non-refundable, but we hoped the hotel would show some compassion by considering a refund, partial refund or even a credit towards a future stay. Every request was refused. What upset me most was not the financial loss, but the complete lack of empathy. I also emailed the hotel directly asking for the decision to be reviewed by management and never even received a response. Policies are important, but compassion matters too. I sincerely hope no one else experiences such a lack of compassion during one of the most difficult times of their life.