COQUILLADE PROVENCE ^{* * * * *}

The exterior of the buildings and the grounds are stunning and well maintained. The positives included the welcome amenities, twice daily housekeeping (which was excellent), and the complimentary mini bar. We booked a junior suite, but were given an upgrade to a larger room with an incredible view. The rooms are a bit outdated, but the furniture was well maintained with no stains, marks, etc. The mattress was the best I have ever slept on at a hotel- even better than the famous St. Regis bed. The breakfast was of very high quality and one of the best we have had. However, we had a big problem with service. While the check in was friendly, during the stay nobody inquired if we were enjoying the property or needed any assistance. This is not typical of a 5 star property. While we were given an upgrade to a larger room, the amenities in the room (outdoor hot tub, steam shower) did not work. When this was conveyed to reception, they attempted a fix, but it could not be fixed. This was irritating because we had planned a lounge day to use these amenities and then had to scramble to make alternate plans for the afternoon. When we expressed our disappointment at half of a wasted day, they basically said that we should be grateful for the larger room, they would not be moving us to another room, etc. While we were in fact grateful for the larger space (and never asked or insinuated to be moved) we would have much rather enjoyed our original smaller room than having to stare at amenities touted at check in but that ultimately didn't work. It left the impression 1.) that the property was not well maintained, and 2.) that we may have been given an upgrade because work was being done on our original room (email had been sent about wifi possibly not working due to maintenance, etc.). There were other issues- such as the AC in the main living area not working, and ants in the living room, that we didn't even mention as they were minor. I am in the service industry, and even a small gesture, like leaving a bottle of wine or inviting us for a drink in the bar, would have been sufficient to smooth it over. This also carried over to issues with service at breakfast and the bar. I was in France celebrating my birthday. I did not inform the hotel about this in advance, but it was quite clear when I presented my passport that my birthday was the following day. I found it odd that staff would not be trained to check these dates as guests are often traveling to celebrate an occasion. On our first morning, which was my actual birthday, we arrived at breakfast and were given a table, but then promptly ignored by the server while he either tended to the guests who arrived before us, or was at the computer. This went on for 15 minutes, where we sat there with no drinks, no guidance on the buffet, and no other servers in sight. I eventually saw someone else exit the kitchen and asked them for help. When I inquired as to the allergy friendly options on the buffet, this second server said "fruit." This was totally unhelpful and non responsive. This is NOT 5 star service, and birthday or not, this was unacceptable. We also stopped by the bar for a drink. When you charge 30 euro for a spritz, which is more than the Rosewood Hotel de Crillon in Paris, it is to be expected that the guest is offered a glass of water. None was offered, so I requested one and never received it. Unfortunately it is the little things that end up having the most impact. Throughout our stay in Provence, everyone else that we encountered were gracious and welcoming. One of these people, the owner of a winery, saved the day after the negative experience regarding the broken amenities, and our interactions with him are one of our fondest memories from the trip. While the property is beautiful, with many many positives, we will never return.

Nous sommes venus passer le week end a l’hôtel Coquillade pour fêter un anniversaire en famille.
A l’occasion d’octobre rose, l’hôtel proposait un massage gratuit pour chaque chambre réservée. Cela a motivé notre réservation, ma maman étant sous chimiothérapie et ayant grand besoin de soin et de détente.

Quelle ne fut pas notre (très mauvaise) surprise d’apprendre que les massages n’étaient en réalité pas réalisables sur les personnes sous chimiothérapie !!
La raison évoquée: l’absence de personnel spécialement formé pour.
Ma maman a eu beau expliquer avoir eu au préalable l’autorisation auprès de son service d’oncologie pour l’accès au spa et la réalisation de massage doux, le personnel est resté intransigeant, peu sympathique, et n’a rien voulu entendre.

Le massage Californien est pourtant connu et reconnu depuis des années pour être un massage adapté aux personnes sous chimiothérapie.

Il est donc dommage de soutenir octobre rose ouvertement et publiquement en offrant des massages pour au final les interdire aux personnes sous chimiothérapie, et donc de soutenir la stratégie marketing au détriment de l’humain.

Il aurait fallu à minima le préciser sur votre site au moment de la réservation, ou, plus intelligemment peut être, faire venir spécialement ce mois ci une personne pouvant réaliser les massages californiens, si vous considérez que votre personnel « n’est pas formé pour ».

Aucune proposition n’a par ailleurs été faite afin de compenser le désagrément occasionné (soins du visage, manucure, pédicure…), laissant la sensation que les personnes sous chimiothérapie n’étaient pas les bienvenus au spa.

Pour un hôtel cinq étoiles de ce standing et de cette réputation, offrant des prestations et un service de qualité, il est ainsi très dommage et regrettable d’avoir été confronté à ce type d’incident.

Nous reconnaissons néanmoins les nombreux points positifs de l’hôtel : les suites spacieuses et bien équipées, le personnel agréable et au petit soin, le cadre reposant, le repas gastronomique raffiné…malheureusement ce n’est pas ce que nous garderons en tête.

Fabulous resort. Beautiful rooms and beautiful view of Provence. Bar is lovely, restaurant food is ok, service is excellent

Un spa immense, propre et très bien équipé ( piscine chauffée, bain chaud et froid, sauna, hammam,...). Et une équipe professionnelle et à l'écoute pour les massages en cabines

Hot stone massage with Anaëlle is amazing. Very spacious sauna room and outdoor jacuzzi