We were really looking forward to staying here based on other reviews - it was to be the highlight of our holiday as it's not cheap and it sounded superb. There's no doubting that the location is fantastic and the chateau is stunning to look at too. The check-in was easy and welcoming although I did notice vases of dead flowers in the main hall, which I was somewhat surprised by. We were staying in a suite in the annexe, which is very close to the main building and under a huge rock overhang. This was lovely and roomy and spotlessly clean. We had a large balcony (complete with tatty, worn sun canopy) overlooking the grounds and the gorge, which we made full use of.
We had a dinner reservation for the first night and were told that dinner was served between 7.30pm and 9pm. We duly made our way over to the restaurant at about 8pm and were invited to sit on the terrace for an aperitif. Although people came in after us, we had to wait 30 minutes before our drinks arrived. It took ages before our order was taken, and so we weren't surprised to be the last people to be seated for dinner. It was only when we were shown to our table that we understood why we were last to be served. We were right by the door to the terrace, and there was a constant stream of people literally brushing my husband's chair - it felt like a corridor. First of all, we had the waiting staff clearing the terrace of aperitif glasses, and then the smokers started their numerous exits and re-entrances. My husband requested that we be allowed to move table as there were empty tables (not yet cleared) from earlier sittings. This was done with very bad grace. Only half of our table was moved - our wine, water and vegetables were left on the original table, so my husband had to move them himself (& why not after 10 minutes?), but this was clearly frowned upon. The wine waiter was obviously unhappy with us and when he poured out wine after we'd been moved, he spilt it on the table cloth and over my husband's hand - no apology or comment was made. Unbelievably, a subsequent waiter commented on the spilt wine on the table cloth tut tutting, so we pointed out that it was not our fault, but why did we feel the need to defend ourselves? My husband complained to the head waiter after the meal about the table we were given and was given all the excuses under the sun plus a list of the other complaints he had to deal with that evening such as there was a plague of flying insects on the terrace – something we made no comment on! On the plus side, the food was very good - the cheese board looked amazing, but we were too full to try any.
The next morning, "Madame", the owner was waiting for us in reception. In full view of her staff and other passing guests, she proceeded to give my husband a very public dressing down - how dare we request to be moved, we had upset her staff, we were rude and aggressive, if we behaved badly then so would her staff, she'd checked with other guests and they also thought our behaviour was disgraceful etc. etc. We were stunned by her reaction. I had no idea that what we thought was a simple request to move table could have resulted in such a vitriolic tirade. We were most upset by it. Our immediate reaction was that we wanted to check out, but knew we couldn't as we would have been charged for the room anyway. Our only regret is that we didn’t ask Madame if she wanted us to leave as we were very plainly made to feel unwelcome.
When we returned that night, we had eaten lunch out and had already decided before the unpleasant episode that we would have a light picnic in our room. We had only been back 5 minutes, when a hand written note with a charming apology in broken English and 2 complimentary glasses of champagne were delivered to the room. This we very much appreciated and felt somewhat mollified by it. However, when we checked out the next morning, I thanked Madame for her extra touches and she spoilt it by saying "it's nothing special - we do that for anyone who's unhappy" - shame, as it was her last chance to make us feel wanted.
In summary, our stay was a huge disappointment. Our feeling is that the restaurant staff (most, we were informed, had been there more than 5 years) and Madame have become complacent. They have a lovely chateau in a beautiful location and serve great food. However, it’s become easy money so they don’t have to work too hard. The result is that the moment a problem arises and they actually have to do their jobs and make the paying guests feel welcome and comfortable they throw their toys out of the pram!
An organisation’s mettle shows when things go wrong and these guys were left sadly wanting!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC