I have looked into the photos that you sent of Chateau Margaux and I can only apologise for your disappointment on arriving at this hotel. Of course there will always be a variation in the quality of the hotels, as this is the nature of a holiday when you are staying in a number of accommodations during one trip. Taking into consideration that Chateau Margaux is an ancient chateau and comes with a certain aged charm, perhaps a bit more shabby chic than chic, we would however expect the cleanliness of the accommodation to be of a high standard. We did offer to call the hotel following your phone call to change the room or have housekeeping sent to your existing room which you did decline. As we have only ever had good feedback from previous clients regarding this hotel we were of course surprised to hear your comments, but we especially thank you for bringing this to our attention so that we can look into the matter more closely.
I have read the email correspondence regarding the confusion of the first nights dinner and I can see that we have not clearly explained on our website that on certain days when the hotel restaurant is closed, dinner would be in a nearby restaurant. We will of course rectify this on our website so that it is clearer for future clients and again we thank you for bringing this to our attention.
The other people that you met that were on a similar holiday were in fact not staying in exactly the same hotels, or had the same dinners or route... it was not an exact replica of our holiday and therefore the price would indeed be different. Our holiday prices are very clear on our website and clear to all clients at the time of enquiry and when making a firm booking.
Again I can only apologise for your sense of disappointment in the holiday which is normally very well reviewed by our clients and again I offer you the £250 refund as a gesture of good will, should you wish to accept then I ask that you please return to my email correspondence.
very kind regards
Lorna
