Everything was great...up until arrival. The owners of La Maison des Tournesols were so helpful and accommodating, making sure that everything was perfect for my 5 year old son and I. It was supposed to be our first holiday together as a single parent family....needless to say I was very apprehensive. We booked the studio gites, we couldn't afford the meal prices offered by the owners, so had no choice but to cater for ourselves. Unfortunately, I had a passport problem and had to reapply at the last minute. The owners were so kind and understanding...stating there was no problem and we could change the date of our stay. At no point was there any mention of a change in accommodation. So, we went ahead. On arrival, I was overwhelmed by the natural beauty, and peaceful location...I thought we'd arrived in paradise. We were greeted with tea, lovely. The owners then announced their accommodation was full, even the studios???? But weren't supposed to stay in one of those??!! Oh no....we couldn't possibly as we'd changed the dates, we were told!!! I was horrified...we'd had no written confirmation, let alone any verbal notification. We were offered a room, without Sky TV (which I'd paid for as part of the studio, for my son) not even a kettle!! (apparently they bought a kettle, but it never materialised!). Upset and angry we went out...and cooked supper in our camper. The next morning I said we couldn't stay, and the owners offered a refund. When I accepted this I was greeted with hostility..."Oh, I'll HAVE to go to the bank now, you'll just have to wait"!! How rude! They then concoted a story about having a 'witness' to their phone call about the change in accommodation. What rubbish. The owner Chris, then 'shooed' us away, as if we were peasants..."go and find your little campsite then"!!
These people seriously need to retrain in customer service, and to deal with complaints! They haven't a clue. My 5 year old son was very upset...I had to remain composed...well someone had to! These people were rude and aggressive in front of my child.
When I tried to lodge a complaint on our return to the UK, I was told my methods were underhand, and I knew what I was doing! Had I more time and patience for this scenario I would have contacted the French Tourist board to instigate an investigation.
Very....VERY poor service. Would not recommend!!
- Official Description (provided by the hotel):
- La Maison des Tournesols offers bed and breakfast and Gite accommodation in the beautiful Poitou-Charentes region of central western France. It is situated in the relaxed hamlet of Les Touches on the edge of Marais-Poitevin, also known as Green Venice. With its tranquil waterways, this area of outstanding natural beauty is ideal for walkers and cyclists. Historic La Rochelle and the sandy beaches of the Ile de Re are also close by. ... more less