L'Hôtel Particulier

The website photos and information felt like a scam after our stay. We felt robbed by a really disappointing experience at Hotel PARTICULIER. This is three stars at most, more like a has-been bed and breakfast than a five-star hotel. Getting there was difficult because we received just one email the day before we drove to Arles, so we had to call, and we scratched our car on the way. The staff seemed poorly trained and didn't tell us what was happening in town. We only found out about the renowned photography festival as we were leaving. The sheets were scratchy, the towels thin and some were already shredding, and the toiletries were poor. There were just two plastic bottles of water in a tiny fridge. The safe didn't work, and after we reported it, nobody fixed it. The bar had no bartender, the spa had no equipment, there was no restaurant, and breakfast was unappetizing. Stay away.

I couldn't use the pool when I arrived because it was very dirty. It was only cleaned for the two parties, and there weren't any food options for me as a vegan. This hotel should not have a five-star rating. I was in Arles as an artist for the opening week of the rencontres d’arles and booked one night. My room was the only one on the ground floor, opening onto the courtyard, with a glass solarium and no curtains or privacy. As a woman traveling alone, I didn't feel safe there, and I was sick and needed rest. I was told a party of over 200 people in the small courtyard would end at 9:30 pm, but it went on until 10, was unbelievably noisy, and made me feel like a prisoner in my room. Then there was another courtyard party in the morning, which nobody had told me about. When I came out of the shower, a complete stranger who wasn't even a hotel guest was sitting in my room on the phone. That's exactly why I hadn't wanted that room. The booking site and website never said it was on the ground floor, and I wouldn't have booked it if I had known. I also wasn't told there would be two parties during my stay. If you want to relax, stay somewhere else.

We had to cancel because of an accident, a force majeure situation. The hotel kept half of our upfront payment and has now charged the other half too, because we were within the 30-day cancellation window. Our room has already been sold to other guests, and there were no vacancies in that period, but they still insist on keeping the full amount. I could have accepted them keeping the money if they had let us rebook within a certain time. They only let guests book non-refundable rooms. Then they had the nerve to write, "We regret it and hope to have the pleasure to welcoming you another time at Hotel Particulier." I would never book with these thieves again. There are plenty of other hotels in the area worth visiting.

The garden and pool felt like a retreat from everything, and every bit of decor was perfect. The staff were gracious, attentive hosts. We enjoyed our stay so much and highly recommend L’Hotel Particulier.