We chose this hotel on our France/Spain trip as it was recommended in the "Guide de charme" which also contains lots of really good hotels. This one however does not belong to them.
We had booked our stay via phone as we did not have internet access in our previous hotel. We mentioned several times on the phone that we would stay one OR two nights, depending on our further planning. The owner agreed and so we arrived the next day. We must say that the building itself and the garden are really beautiful. However we didn't like the following facts:
- The hotel is not located in Ceret, but several kilometers away in a very small village
- The main street can be heard all the time when you're on the terrace or at the pool. No mentioning of this anywhere
- Yes, there is a river and picknick tables, but you can't walk there (maybe in a survival outfit) and the picknick tables are very dirty
- The welcome was friendly, but not especially charming. We asked for freshly pressed orange juice and we simply got a concentrate, despite the owner saying it was fresh!
- Our room had a small terrace, but as said you could hear the street noise, and the room decoration was very average quality. We didn't like at all the paintings (cheap Matisse repros, one painting seemed to stem from the owner herself...). Bathroom was simple, but clean. However not even a soap dish was provided. Towels very simple, too.
- The pool was quite nice and the hammock in the garden a relaxing treat.
- Breakfast was o.k., but especially croissants didn't have proper quality.
As we discussed our plans in the early evening, we decided to inform the owners that we would only stay one night. When my husband - who is fluent in French as he lived there for 20 years - told the owner, he freaked out completely and shouted at us. He called us liars, cheaters and much more, also his wife said we would have been dishonest. I said that this is a simple misunderstanding, but we would like to leave the next day - all of which just made the owner again shout at me that I wouldn't understand French anyway (not true, sorry, I have a degree in this language so I understand perfectly well; I just don't bother people with my accent ;-)) and he wouldn't speak with me.I felt very much intimidated and discriminated against. We were thinking of calling the police when he suddenly said that he "as a gentleman" would only charge us the 1 night and we would have to pay immediately, which we did.
We very so embarrassed and just happy to get out of sight. We spent a beautiful evening though in Perpignan and left the other day after breakfast (as we had agreed to have it there).
Overall and despite the nice building/garden, it was a terrible experience and even without this aggressive behaviour I would only rate the hotel as average as it doesn't live up to the promises and the price is simply too high.
And I really hope that the owners are working on their service attitude towards their guests.
Room Tip: Not sure if there's a room without street noise. Try to get one.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
28 December 2011
Madam,
I would like to take this opportunity to comment on your review of Le Mas Trilles.We have been a successful small boutique hotel for the past 20 years, forming part of various guides such as the above mentioned “Guide de Charme” as well as Chateaux Hotels de France, Alastair Sawdays and many others, and always had an excellent reputation.
We cannot please everyone and but I feel sorry that you express so much resentment. However, I would like to clarify some points.
Nowhere do we say that the hotel is in < central > Ceret. We are situated in a small hamlet 2 to 3km drive, away from the centre.
- Our location does provide us with the privilege of offering our guests lovely outside space including pool, gardens and access to the river Tech. Le Mas Trilles is one of the most remarkable country house of the area dating from 14th century.
- The hotel buildings stand 100m away from the secondary road, reducing the negative effects of it. And I would like to let the readers know that all rooms are perfectly sound proofed we also offer rooms facing the garden and river side if this is of any concern.
- I would like to emphasize how peaceful it is in the garden and pool area where you can hear the water softly cascading down when having your breakfast on the terrace by the pool or reading a book in a hammock.
- Let me also add that the orange juice served for breakfast is made of 100% natural fruit, we never did serve orange juice made of concentrate.
- The path to the river is not paved, however it is far from requiring a survival outfit as you said. Many children and adults enjoyed the walk This year in particular the river covered the banks with lovely sand and pebbles...See picture on our website
- Given that the picknick tables are placed under the trees they may at times have some debris regardless of the fact that these are cleaned everyday.
-The decoration of the rooms may or may not please everyone but it is far from average quality. My wife, having a background in art and fashion design, has taken great care and pride in selecting high quality Editor's fabrics. Given her passion for art, we do have many of her paintings in the hotel. The Matisse prints ...They have been chosen from the recently edited <Matisse Jazz folio>.
- Finally in regards to your comments of either my wife or I shouting or “freaking” out, I believe these to be a bit of an exaggeration.
We did have a discussion as to how many nights you had agreed to stay. We disagree on your version. As for us, the day previous of your arrival, you made a phone reservation for 2 days.
You booked in at 12.30pm and announced departure at 7PM. We always try to arrange situation when taken in time. But in this case we had a situation with a lost income that we did not take lightly. Let's call it a misunderstanding if you prefer.
I can assure the readers that at no point were were aggressif. I have been in the hotel business for my all working life. It has now been 20 years that we have run this hotel during which time we have always strived to offer our guests the best services possibles so as they may have a relaxing and enjoyable stay with us. Given the number of repeat customers we have, I can happily say that we have succeeded in this.
I would like to end with a final apology if you felt in any way discriminated against because of your accent in French. Myself being a foreigner and having a strong foreign accent when speaking French, I would be the last person to intimidate, discriminate or embarrass anyone because of their accent.
My wife and I would like to wish you all the best in your future holidays.
Best regards
Laszlo Bukk
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
