Hôtel Domaine de Biar

The Genesis room was spacious and comfortable, with huge windows, a lovely view of the grounds, and a very large bathroom. But the bathroom's design was frustrating in practice. The main shower barely worked: part of the faucet was hanging off, and the lever for the main shower head was so stiff we couldn't use it. Reception said they knew that lever was stiff, but it hadn't been fixed. A powerful lower shower sprayed at body height and could only be angled toward the wall outside the shower, soaking the towels, floor, and walls. The bathroom was damp as a result. The mirror sits behind a wide sink, so it was awkward to use for shaving or putting in contacts. The very tall sink splashed water everywhere and couldn't be filled. It looked striking, but wasn't practical. We also had loud guests with a large dog in the room above us for part of our stay. They stayed up late and bounced a ball for the dog in the early hours. We could hear every movement through the ceiling, so light sleepers might want to book a top-floor room. The renovated building is beautiful, especially the dining room and grounds. The pool area is peaceful, the seating outside is relaxing, and the staff were welcoming and helpful. But the hotel felt grubby in places. One dressing gown had brown stains, the other had horse hair, and the balcony glass looked as though it hadn't been cleaned in years. We left glasses out to be replaced, then found them in the huge sink, apparently just rinsed. Towels soaked by the shower were left on the floor for replacement, but weren't changed. I also saw restaurant staff wipe the floor with a cloth and then use that same unwashed cloth on the tables. The restaurant looks beautiful, but the food was only okay, cooked to an average standard. Lunch had just one dish, and evening options were limited. One ingredient I'm allergic to appeared in two of the three dinner dishes, which made choosing difficult. There are better places to eat nearby, especially in the small local town. The hotel is relaxed about guests getting takeaway, but there are no poolside snacks or light lunches. On a pool day, that leaves a drive off the grounds or the single lunch dish in the fancy restaurant, which feels like a missed opportunity. We were glad the hotel allowed us to spend our last hours by the pool after the 11 a.m. checkout. Our flight wasn't until 7 p.m. and it was very hot, but there was nowhere proper to wash afterward. The only option was a makeshift outdoor shower beside the pool, with no shampoo and little privacy, or a sink in the spa. The hotel passed my contact details to an outside company arranging trips without asking me. They contacted me several times, and the hotel shouldn't share details without permission. The building is lovely, the staff are nice, and the Genesis room is inviting, but at prices close to a five-star hotel I'd expect better upkeep and amenities, a good restaurant, a working shower, clean rooms, and replacement towels.

The setting is lovely and peaceful, with a nice pool and calm houses. The manager was welcoming, friendly, and accommodating, and the massages my husband and I had were amazing. A few things made the stay less relaxing. Our room had spider webs, and the outside of the windows looked as if it hadn't been cleaned in ages. After the room was cleaned, dirty dishes and glasses were still left there. Restaurant service was poor. The waiter had an attitude, and when we asked for an old fashioned, he rather rudely said everything available was on the menu. I wanted my starter and cheese platter at the same time as my husband's main, but was told that was a “difficult” request. I had also mentioned in the booking that my husband can't tolerate eggplant, yet it came with his main. At breakfast, we asked for an almond latte and were told to use the machine, which only had regular milk. It would also help if guests were asked whether they smoke and the seating were split up. Eating an expensive meal surrounded by cigarette smoke really affects the experience.

We had no hot water for the first three of our four nights. The water from the tap was icy cold, and we couldn't use the bathtub. The hotel said it was looking into a problem but couldn't fix it. Whenever we followed up, they mentioned “commercial adjustments,” giving the impression that hot water would soon return. The adjustment turned out to be a dinner comp for our first night, worth 89€, about 6% of what we paid. I got sick after the cold shower on our first night, shivering and having cold sweats while asleep on the third night. By the time warm water returned on our last day, I had developed pneumonia and couldn't do anything. The owner didn't offer another solution, even though hot water is a basic need in a hotel. Staff had apparently raised the issue with the owner several times before. The lack of cleanliness mentioned in other reviews was true for us too. At first the room looked nice, but there were cobwebs on the windows, grime in the kettle, and water marks on the glasses. It also needs serious maintenance: the bathtub taps were loose throughout our stay, and the safe didn't work, despite us telling the hotel repeatedly. The hot water failure ruined our holiday. I had planned to do a lot, but cancelled things because I didn't want to get dirty without being able to shower. We mostly stayed in the room or did very little, far less than we'd planned. The owner should have offered to move us to a hotel with hot water, even if they had to cover the cost. Expecting guests to live with this is unacceptable, however nice the property looks. A meal doesn't come close to proper compensation for the damage. How can a guest saying they got pneumonia after the hotel failed to provide hot water not be taken seriously? I booked four nights six months ahead after seeing the recommendations in Michelin Guide and The Telegraph. This was supposed to be the highlight of my trip, flying from Singapore to Barcelona and driving here. What a huge disappointment. I've never stayed in a hotel in winter without hot water. The grounds are beautiful, and our manager, Ben, was very helpful. We asked for a yoga mat and the next day he brought his wife's mat for us to borrow. We were grateful, so the two stars are entirely for him. We noticed that the sale of this property on Google that evening dropped to 41% less than usual. Making money matters for a place like this, but basic human decency means putting guests' health and safety first, especially when staff had already informed the owner several times. I'll be emailing Michelin Guide and The Telegraph editorial department to ask them to reassess their recommendations so readers aren't misled. I left feeling sick in more than one way. Update for the owner: Thank you for admitting you failed to provide hot water for a paying guest, but I still haven't heard what you consider appropriate compensation. I don't recall speaking to you, meeting you, or even seeing you during my stay. Your staff told me the hot water problem was known and had been raised with the owner many times before that weekend. I couldn't have made that up. Is it normal to run a hotel this size without a backup?

We spent two nights at Domaine de Biar while visiting Montpellier. The receptionist was very friendly, and the property looked beautiful from outside. Breakfast was nice, though nothing special. The rooms, apart from the suites, weren't nice, and the cleaning wasn't thorough, with dust and cobwebs still around. For what the hotel offers, I think it's far too expensive. I had already paid, but at checkout the receptionist said I still owed a small city tax. He'd also added a 40 euro tip charge, saying it was standard, though it could be removed if I didn't want it. We paid over 300 euro a night for a small room, and nobody offered to carry our bags or provide any other service during our stay. Service is included in France. I wouldn't have minded a tip if the service had been exceptional, but having it charged automatically and needing to ask for it to be removed disgusted me.