Wine Tour and Tasting in AOC Palette

Stay

Following our stay from May 21 to May 25 in your cottage. We were welcomed on the first day by a very kind and professional young woman. She did her job perfectly: warm welcome, clear explanations about the stay, complete presentation of the house and its amenities. Nothing to complain about this first impression, which was excellent. The house is simply amazing: very clean, spacious, perfectly equipped, with a beautiful outdoor area that is always pleasant thanks to the shade. The jacuzzi was perfect, the scenery was beautiful, and the place was very quiet. We truly appreciated the setting and the overall comfort of the property. Unfortunately, some negative points spoiled part of the experience. Starting from the second day, our contact changed, becoming much less welcoming and unprofessional. During the handover of the inventory, which we had completed accurately to point out some minor defects already present, she did not even take the time to read or sign it. She spoke to us directly about the departure and insisted that the exit inventory be done by the cleaning lady after our departure. Given the amount of the deposit (over €1000) and the mandatory cleaning fees exceeding €100, we refused. We also find the cleaning fees excessive knowing that shoes are prohibited inside the cottage, that we had to empty the dishwasher, take out the trash, remove the sheets, and gather the towels before leaving. For this price, it ultimately amounts to just a quick sweep and a load of laundry. We also pointed out in the inventory that some towels were dirty, but since it was never read, we were left with those towels during our stay. Another point: it was indicated that a "welcome gift" was planned, but we received nothing. For a stay centered around wine and vineyards, we would have at least appreciated a small tasting glass to discover your production. Regarding the tasting and the visit to the cellar/vineyard, we requested it several times during the stay. It was even one of the main objectives of our visit, and it would have allowed us to purchase your wine. Unfortunately, our contact consistently said she did not have time or always found an excuse to postpone it. It is not the client's responsibility to endure the lack of professionalism or the lack of staff. Another issue we found unacceptable: when we were in the pool with children present, the cleaning robot was still running. This can be dangerous and further demonstrates a lack of attention from the staff. Finally, regarding the exit inventory, the person pressured us to be on time, but she arrived 15 minutes late. Once on site, she entered the house with her shoes without even questioning it, even though it is strongly recommended for guests to remove them to preserve the beautiful flooring, and slippers are provided. This really gives the impression of a lack of respect towards the clients, the owners, and even the cleaning staff. The inventory was finally signed quickly, but we didn’t even receive the deposit receipt because, once again, "she didn’t have the time." And once again, no tasting was offered before our departure (despite our repeated requests in the first few days). We mainly felt that she simply wanted us to leave as quickly as possible. In conclusion, the setting and the house are beautiful, but several issues with organization and professionalism unfortunately marred our stay. It’s a shame because the potential of the place is truly exceptional.

Response from the operator: Bonjour Michel et Elodie, Nous vous remercions d’avoir pris le temps de partager votre retour suite à votre séjour. Nous sommes heureux de lire que vous avez apprécié la maison, son confort, la propreté des lieux, le calme du domaine, les équipements ainsi que le cadre du vignoble. Votre appréciation du lieu et de son environnement nous touche sincèrement. Nous regrettons cependant que certains aspects organisationnels n’aient pas répondu à vos attentes. Nous souhaitons simplement préciser que les dégustations au domaine sont accessibles via réservation en ligne pendant le séjour, et que la restitution de la caution ainsi que les horaires de départ sont encadrés par les conditions générales acceptées à la réservation. Le départ étant prévu à 10h, notre collaboratrice s’est présentée à 9h55 afin de respecter l’horaire convenu. Concernant le robot de piscine, celui-ci fonctionne en basse tension et ne présentait aucun danger. Suite à une coupure de courant, il s’est remis automatiquement en fonctionnement. Les informations de séjour précisent qu’il doit être retiré avant la baignade puis remis ensuite. Nous tenons néanmoins à nous excuser si le manque de disponibilité ressenti durant votre séjour a pu créer certaines incompréhensions. Notre collaboratrice gérait seule le domaine durant ce week-end férié, ce qui a pu compliquer certains échanges malgré toute l’attention portée à votre accueil. Nous prenons bien entendu note de vos remarques afin de continuer à améliorer l’expérience proposée à nos visiteurs ainsi que la transmission des informations durant le séjour. Bien cordialement, L’équipe du Château Henri Bonnaud

via Tripadvisor (translated)