I've stayed at many Relais & Chateau (R&C), three in the past two weeks. This is my first ever…read morecomplaint. It concerns Les Hauts de Loire in Onzain, France.
The site is advertised as having air conditioning and a Michelin two star restaurant. Still today their web site claims both. One area on your R&C site does say one star.
We booked 5 nights in a suite, about 800€ a night. We get there and, as I have asthma, I need an air conditioner. We could not get it to work. We went to the lobby and were informed that air conditioning is not needed or available and is turned off.
Turned off and unavailable, yes, not needed, no. It makes no sense. It costs nothing to leave it available; if no one needs it, they won't turn it on. But if it is needed, it is not available. But it was advertised as available. We were met with a shrug.
Obviously it was a cost saving move. Not available--it won't be used. Room value to me was less than half of what was charged. Ridiculous price. And false advertising.
I later expressed my concern to Eric, the manager, who stopped by our table and asked how our stay was. Another shrug. It's not available. A heel turn and he was gone.
The room air was stifling and there was no air exchange. Windows had no screens against insects and were not opened. We sweated all night. Each night.
Management did not care, did not sympathize, did not resolve the issue, and did not compensate or even acknowledge it to be an issue.
As for the room, furniture is dated, blue rug throughout tacky. It was not up to R&C standards.
As for the two star Michelin restaurant, it's been downgraded to one star and the website stills advertises two. Appointments are incredibly dated. Affinage on the cheese cart was not great, served a couple not yet ripe fromages.
Continuing, the wine list shames Michelin. The first three wines I ordered were "out of stock." Two days later, they were still listed as available, yet still out of stock. In an era of computers and photocopiers, it is completely inexcusable that a wine list is not maintained accurately, especially when such a list is a draw to a restaurant.
It's a fake wine list. Michelin should check the cellar, not trust the restaurant. The "wide selection of [actually available] excellent wines" is shameful for a Michelin restaurant.
My opinion, after eating at multiple two and three star restaurants in just the past two weeks, is that this Les Hauts de Loire restaurant deserves none.
The one bright spot of our stay was the bistro. Service was warm and gracious, food good quality. We really enjoyed the cuisine and the staff, felt like family, incredibly gracious.
We did not receive any hotel request for a rating, and I'm not surprised. Other R&C hotels often ask after departure for a rating. This one does not. No surprise there. Why ask for a beating?
