La Maison d'Aix 1785 - Hôtel Particulier & Spa in Aix-en-Provence

No room service With only 5 rooms, high prices and excellent reviews we expected great service, we thought of doing room service to dine in the room but that had been impossible, there was not even a concierge during the night but only one phone number with no one to pick up, we wanted to leave this place faster but no refund offered

We were looking forward to this romantic stay that quickly became more of a nightmare. We should have known when we were initially greeted with "well there is good news and there is bad news". And then the onsite host, proceeded to explain that we were assigned the honeymoon suite but it was up THREE long flights of stairs. Yes, a long hot stairwell for a 65 year old couple to climb and descend daily for anything and everything we needed outside of our room which did not even have a refrigerator. There was NO room-service and certainly NO VIP Concierge. The room was lovely but without a fridge, we could not even keep a bottle of water, juice, soda, wine or champagne cold unless we left it three flights down in the central kitchen. The worst happened when we discovered we could not open the room safe that held our money , car keys, credit cards and passports - the manager on duty could not open it even with his special key nor with anyone else's assistance and we lost most of the day to doing nothing until finally someone was able to break open the safe and access our things in the afternoon. So no money, no credit cards meant no way to eat, shop, or tour in our car, etc. Gone was the opportunity to drive off for the day to Arles.. Though we called the owner twice, nobody bothered to pick up the phone. A month later we are still waiting for an apology as well as an offer for some sort of refund. This was not the experience we were sold and the lack of attention and though there is more I could say, I think I have said enough.

This hotel is CLOSED!!!! We made our reservations late in 2022 for a stay in June, 2023. We received a confirmation and arrived at the hotel on June 2,2023, only to find that the door was locked. As we stood in front of the locked door, we tried calling and emailing the hotel many times. No one responded. Finally, the proprietor of the hotel across the street became aware of the trouble we were having and offered his help. He said that he thought that the hotel had been closed for quite a while. He called around for us in hopes of finding another hotel. Many were already booked. He finally found a newly renovated hotel for us right on the Cours Mirabeau so we were saved by this kind man. Trip advisor should keep track of the viability of its listings. This has been a terrible, almost frightening experience. I had visions of us living on the street!! For those of you considering booking this hotel, BEWARE. It is CLOSED.