We have been to Chateau La Chaire on about 8 occasions over the last 20 years. When we started our visits the Hotel was perfect in every way.
Our most recent visit left quite a lot to be desired, and standards have, in our opinion, definitely deteriorated. The Staff is still friendly and efficient, the food quite good but not as good as before. The decor in many places has been allowed to deteriorate
However, the Hotel appears to suffer from management problems.
One thing which we have always noticed on our return is that the Receptionist who greets us is usually different from any we have seen before. Nevertheless, we would surely expect her to know that we are return visitors. On every occasion we have to point out that we have been to the Hotel on many occasions. These days it must be so easy on Hotel Computers systems, to note that guests are returning for another visit.
When I pointed this out to the Manager in recent correspondence, he said that a system was in place, but that he could not guarantee the efficency of his staff members!
We had another major criticism of the Manager. We had an unfortunate experience at the car Hire Office when we picked up the Hire car which had been booked by the Hotel for us, and was included in the Hotel package which we had purchased. An extra
day's car hire and insurance had to be paid by us before the car would be released to us, because our return flight to the mainland was a couple of hours over the four days which was the duration of our package. The flights had all been booked by the Hotel for us, and they had not told us that there would be an extra day's charge.
I mentioned these facts to the Receptionist on our arrival, who said that she speak to the Manager on our behalf, to see if the Hotel could help with the extra charge, which was £22.50, or at least give us a bottle of House Wine (which probably would have cost the Hotel about £5, given the obviously very large mark up on all of their wines.)
During the whole of our stay we heard nothing from the Manager - in fact we rarely saw him.
On the day we were due to leave we again mentioned this to the receptionist, a different one this time, who had heard nothing about the matter. She offered to refund the car hire charge, but said that she would speak to the Manager to see if he would sanction the return of the whole charge for the extra day's car hire.
Later we returned to pay the bill, and she told us that the Manager had said he could do nothing at all, and had vetoed her prelimary suugestion for a part refund. He had not come to see us to explain this decision, although he was in the Hotel, inside his Office with the door shut, but left it to her to tell us his decision.
I wrote to the Manager complaining about this, and he sent back letters which were very condescending, and again blamed his staff for any shortcomings for which the Hotel was criticised. He still did not address our simple request about the car hire.
I told him that we have always enjoyed Chateau La Chaire, but would return only when he is no longer Manager.
I beleive that the perceived deterioration in many aspects of the once excellent Hotel are due to unfortunately weak management.
Ironically, and even more cynically, although I had made it clear that we would not return to the Hotel while he was still Manager. he said that if we did return he would give us an advantageous up-grade! We won't be changing our mind!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Over 60% of visitors to the hotel have stayed at Chateau La Chaire at least once before and many clients are recognised as repeat customers. Whilst we always endeavour to recognise as many as possible, sometimes we may miss clients who last stayed a few years previously. It was highlighted that the receptionst on the day of arrival was not employed at the last visit.
Report response as inappropriate
In this case it is unfortunate that the client had selected a discounted four night travel inclusive package and the flights they had selected overran the times allowed for the four day inclusive car hire. Since the times of travel were selected by the client, any additional costs incurred should be the responsibility of the client.
We had spoken on several occasions during the stay however the subject of car hire never arose at any time except on departure. At this time a telephone interview was being conducted leaving me unable to speak directly, however the client also did not request to see me to discuss.
Customer service is of paramount importance at Chateau La Chaire and is the basis of our red star rating. All staff are constantly striving to offer the best possible service and it is therefore unfortunate we were unable to agree in this case.
Correspondance was entered into with the client and preferential rates were offered on a future visit as opposed to an upgrade as stated.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.