La Villa du Moulleau — Hotel in Arcachon

||We had booked the hotel despite it being quite expensive as a treat for my birthday and our wedding anniversary. We would normally stay in a bigger hotel with more facilities but really liked the idea of a quiet boutique hotel with quality (as it looks from the website) . We chose a SUPERIOR Garden room as all bar 1 of the photographs on the website showed a lovely PRIVATE balcony looking out over the gardens. We do note that since booking the photographs on the website have changed and the rooms certainly dont look as nice as they did when we booked.|||| We also specifically requested a quiet room as I am autistic.|| ||When we arrived we were met in a very friendly way and given lots of good advice. Although we had advised we would be arriving at 2-3 and it was 3.30 our room was not ready but that was fine as the check in did say 4.||||We were then taken to our room, an outside room not really part of the main hotel. This was very disappointing. The Room itself was small with no separation for the bathroom area. Not ideal and meant we needed to keep our curtains closed at all times due to the comings and goings of staff past our window as they used our PRIVATE terrace as shortcut. Thus not actually ever being able to see the garden.||The room also smelt of damp and had mold in several places, including woodwork, inside the wardrobe and on the curtains.||||As previously mentioned I am autistic and had requested a quiet room, as it is, it was probably the noisiest room in the villa. We have been put next to a room with a baby (meaning early mornings next door 4am with showers etc waking us up) No privacy at all on the terrace (dead bamboo plant separating us and next door and no separation at all between us and staff going in to change talk loudly and do laundry, washing machines going whilst we are trying to relax on the... terrace. We can't actually see the garden at all, only a bush. The terrace itself has not been jet washed and for over 400 euros a night we would have expected at least that, as it is, it is dirty and covered in algae .||||We were so looking forward to coming to the hotel which, being relegated to the garden we have not really seen.||||We were offered a change of room on day 2 to an even smaller room which we refused as we had already unpacked and were at that point not quite so aware of how much the PRIVATE terrace would be used as a shortcut . no response to email...

Second séjour pour nous à La Villa du Moulleau et grande insatisfaction du service de la part de la Direction… La Direction n’a pas fait preuve de compréhension à notre égard . Il faut savoir qu’aucune restauration ,même basique n’est proposée à La Villa du Moulleau pour le midi et le soir . Samedi soir, nous avions donc réservé à l’extérieur . Une tempête a eu lieu et nous a contraint avant même que nous puissions nous attabler , à quitter le restaurant et retourner rapidement à La Villa du Moulleau . Nous étions 2 couples avec enfants et étions un peu perdus dan que hall de l’établissement pour savoir comment nous allions nous restaurer, sachant que tous les restaurants fermaient leurs terrasses et étaient complets en intérieur . La Direction était présente , nous voyait perdus mais en aucun moment , n’a essayé de nous aider à solutionner notre problème . Nous avons donc décidé de nous rabattre sur des pizzas à emporter et avons demandé à La Direction s’il était possible de s’installer dans un petit coin de la salle du petit déjeuner en prenant une table , demande catégoriquement refusée par celle ci sans même se justifier . La Direction nous a dit de dîner dans notre chambre ( à 6 , très pratique, les chambres ne sont pas très spacieuses quand même …) sachant qu’il n’y a même pas de mini frigo dans les chambres pour conserver des boissons ou aliments au frais , ce que nous regrettions avant même ce manque de service de la part de la Direction. J’ai fait part de notre mécontentement lors de notre départ auprès d’une personne de l’équipe . La Direction absente ce jour là devait nous contacter … cela fait 3 jours … pas d’appel … montrant ainsi l’intérêt porté à la satisfaction client. En sus de cela , nous avions réservé 2 chambres à notre nom afin d’inviter le couple qui était avec nous , qui sont arrivés 1 jours après , nous n’étions pas presents lors de leur arrivée à l’hôtel . la Direction présente à leur arrivée , leur a demandé de régler de suite leur chambre ( alors que les autres clients paient à leur départ …) service client au maximum … cela est très regrettable car l’établissement est agréable , et tout le reste de l’équipe est très sympathique , professionnel et à nos petits soins pour nous satisfaire . tres regrettable que notre satisfaction se soit à ce point dégradée par rapport à notre...

Clearly a very up market B&B - not quite sure I can call it a hotel as no restaurant and you served yourself breakfast and coffee which was very nice. It was very expensive at over 400 euros per night but it was August - our room which was very nice was described as garden view (we viewed bamboo plants and the air-conditioning units - I think that was room 18) so we where really disappointed at paying that much for a room with absolutely no view which we did make the team aware of and they where very nice about it, offering us some extra's / discounts. Would I go back - yes I would sadly we just got...