Pierre & Vacances Village Club Pont Royal en Provence — Hotel in Aix-en-Provence

We arrived at Pierre Vaccances village club Pont Royal au provenance on Thursday 14th July. We were shown on the map how to get to our room and were then advised there was no air conditioning but we were given a ‘fan’.||When we arrived in our room we were horrified that we were put on the third floor with two 2yr old twins! We asked to be moved immediately as our twins are too little to understand not to climb and falling from 3 flights high, is not a risk we were prepared to take even if Pierre Vaccances were! We were advised by a receptionist to come back in the morning to talk and see if another room was available. We went back on Friday morning and we were advised that there would not be another room available until Saturday morning. We said we would like to take that room but could we have another fan as it is so hot. We were given another fan but it is useless. I made it very clear on the booking that there are 5 children and two adults and 2 or 3 fans in the 21st century is quite frankly a disgrace! ||Why on earth were we not advised In the booking that the accomodation does not have air conditioning? The room is absolutely boiling and there is no relief from the heat. I could not open the windows and doors due to the safety of our twins and our other children are starting to feel sick and unwell due to the heat!|| I am somewhat shocked that this was not thought ||orning arrived and so did the new room on the ground floor. However, the heat was still intensifying and are children were starting to become very sick. In the description one of the rooms are listed as an ‘alcove’ with a bunk bed. An ‘alcove’ suggests that it is part of a bigger room, this is horrifyingly not the case. It is a room with a door and a 1ft by 1ft window that opens in wards. There is room for 1 fan and that’s is it!! Our older boys were in this room and temperatures were reaching well over 100 oC with no relief whatsoever from the heat. A severe lack of ventilation and extreme heat which made them incredibly sick! Our two Yr old twins were born premature and one of them was born with a genetic condition which means that being in extreme heat can cause significant harm. ||We were given a ground floor room on Saturday afternoon which is marginally better however, the garden is not enclosed still causing some concern for our little twins. ||On the third day, I checked my bank account only to find I have been double charged the deposit by the hotel. The first payment was made by my husband using my card and the second was automatically taken by the village and without my consent! How is that allowed to happen? I spoke to the reception about this and was advised that it could not have been an error on their part because it is listed as ‘Gasoline’. The amount taken was the exact amount taken by Pierre Vaccances and at the same time. We have not been anywhere else for this to be taken by anyone else.||Furthermore, your Wi-Fi does not work! I have spent an inordinate amount of money using my mobile date because the Wi-Fi is simply useless! No one can relax in these conditions and no one can sleep! We will be leaving here early because it is making our children too Ill to stay here and we have no other choice! ||My husband has spent two years working on the front line in a busy Childrens hospital fighting the pandemic and this was what he has had to ‘relax’ in! ||I am not in the habit of complaining however, I would not want anyone else to go through what we have been through! ||Pierre Vaccances have a duty of care to provide accommodation that is acceptable! This is far below acceptable and should be condemned, not stated in, it should not matter whether a room is ‘refundable’ or not, it should not...

Lovely resort in a delightful setting with beautiful pool areas. ||||There are water slides and one of the pools has a powerful wave machine. My son and his family were staying in the next block along from us and their children, aged 4 to 7, absolutely loved the pools.||||My partner and I stayed 9 nights in a self-catering apartment that could accommodate 5/6 people in one double bedroom, a small alcove-type room with bunk beds and convertible settees in the lounge area. We had to book a larger apartment because that was the only available type that could accommodate my partner's accessibility needs.||||It was very hot when we were there and the apartment had no air-conditioning, but three large fans were provided.||||The lounge area also comprised an area with dining table and chairs and a 'kitchen corner' with full size fridge freezer and dishwasher, combi microwave oven, kettle etc, as well as plenty of cutlery and crockery and reasonable cupboard space.||||Patio doors from the kitchen opened on to a covered veranda with garden-style table and chairs, and this in turn led to a large communal balcony shared by the adjacent apartments and overlooking a valley with stunning views of the Luberon mountains as a backdrop.||||Some furnishings were a bit tired and would benefit from renovation and/or tidying up.||||Various meal packages were available but were expensive and not flexible.||||Better accessibility to the pool areas and refuse bins would have been appreciated since my partner uses an electric wheelchair and I am less mobile than I was.||||We weren't told in advance that we would need new wristbands to access the pools after seven days. Similarly with the Wi-Fi, although the ticket we were given did explain it was for 7 days access. When it expired at 11pm on the 7th night I telephoned reception and the person I spoke with was less than helpful. I had the utmost difficulty in conveying what the problem was and even which resort we were staying at! She eventually hung up after telling me I would have to visit Reception the following morning. When I did I was immediately given a new ticket with the updated codes.||||Apart from the above, all the staff were very helpful and friendly, and the Wi-Fi itself was quite adequate for our needs.||||The centre of the village is attractively built in Provencal style and offers an epicerie, boulangerie and tourist information office as well as the main reception and various bars and eateries.||||A number of activities and children's clubs are available, but we did not use any of these.||||The site is situated on a hill and steep (for us) slopes had to be negotiated to access the village centre, which we did struggle with in the heat. That having been said, most areas were reasonably wheelchair accessible.||||Overall, a beautiful site in a glorious location, particularly suitable for families with no...

I booked a week at the Pierre Vacances Hotel for my parents and children. However, upon arrival, I received a call from them informing me that there was no air conditioning in the room, even though the region experiences temperatures of up to 40 degrees Celsius during the summer, as is the case this week. The lack of air conditioning has resulted in apartment temperatures exceeding 30 degrees Celsius.

I promptly contacted the hotel and spoke to the manager, Julien, who was extremely rude and unprofessional. Despite the uncomfortable and unhealthy conditions, he refused to find a solution. Given that my parents are elderly and not accustomed to such extreme temperatures, and they are not French speakers either, I expected the hotel staff to be more accommodating. Instead, Julien merely offered a fan as a remedy.

In light of the circumstances, I requested a cancellation, but my plea was met with refusal. It was disheartening that Julien did not even seem interested in listening to my concerns; he simply repeated that the hotel did not have air conditioning and claimed that "everyone knows that." This is far from the truth, as the absence of this information on the hotel's website raises questions about transparency.

This experience has been both disappointing and neglectful. It was my first and last time staying at this establishment. The lack of preparation, poor customer service, and disregard for guests' well-being are...