We are sorry to hear that you had a disappointing experience during your stay at our hotel. We would like to make some clarifications to your comments. First of all, concerning the forgotten dress, we would like to point out that we did contacted you in first instance to inform you of your forgetfulness before you even noticed it, first by telephone (but you did not answer our call) then by email. Due to our busy working hours (6:45 a.m. to 8:00 p.m.), it is impossible for us to go to the post office during their opening hours. I was therefore trying to find a less expensive solution for you on my personal time instead of using the services of a company specializing in the picking up and sending of parcels. I was thinking of sending it to you one day next week during my lunch break to avoid paying quite a lot for this type of service. I had to contact the postal services to assess the cost of sending a package to Spain. This all takes time and I was going to respond to your last message as soon as I had gathered all the information to give you a quotation. Obviously, a 24-hour period seems excessive to you and you preferred to express your opinion before we even had time to serve you.
Regarding the keys, it is indeed possible to leave them at reception if you wish, but this is not an obligation. Also, please note that we have surveillance cameras to ensure the safety of our customers and their property. Only hotel guests have the code for the entrance doors and can enter our establishment. It is true that the reception is open, as indicated on our site and on the confirmation of each reservation, until 20:00. We are of course reachable by phone if necessary 24 hours a day. As you arrived around 23:00, nobody was at the reception.
Instructions for using the safe are available in the room directory which is in the room. We regret that you could not find these instructions. As our hotel is a charming building over 400 years old, in the heart of the old town, it has structural limitations, such as the narrow spiral staircase, which we cannot alter due to Architects restrictions.
We attach great importance to the hygiene and cleanliness of our facilities. We have a dedicated cleaning team who make sure to maintain a healthy and pleasant environment for our customers with daily cleaning. We investigated with our customers, following your remark, if there had been a specific incident that we may have missed. We only had positive feedback on the quality of our establishment.
Regarding the noise you mentioned, we are sorry that it disturbed your sleep. We do our best to minimize noise disturbance, but there may be circumstances out of our control which may cause inconvenience. I'm surprised you didn't mention it to me during your breakfast when we took the time to talk together. I could not determine the origin of the noise you mention, apart from the mechanical ventilation and the air conditioning which are normally rather silent. There is no machine near any of our rooms.
We understand that this situation has been a source of frustration for you, and then for us, and we sincerely apologize. Your satisfaction is important to us, and we take extremely seriously all comments to improve our services and our establishment. We regret that you did not share all the problems you encountered during your stay. We could have better analyzed the situation and, if possible, provided solutions to better satisfy our customers. We thank you for taking the time to share your concerns and we hope you will give us another chance in the future to show you our commitment to quality service.

Thank you for taking the time to write a comment. Emmanuelle and I are very sorry to hear that your stay with us did not meet all of your expectations.

Our small hotel, located in a historic area of Avignon, is subject to heritage constraints. It is not possible to consider the installation of a lift in the hotel. However, we have a large apartment (La Madeleine) which is serviced by a lift. We also have 2 bedrooms on the ground floor. On demand and upon availability, we are more than happy to select this type of room if specified well in advance. As you stayed in the hotel for 8 nights. If you had expressed the wish, I would have gladly tried to modify our reservation schedule to put you in one of the rooms on the ground floor during your stay.

I was very surprised to hear that the breakfast disappointed you. As you took it during your entire stay (8 nights), while of course you had the possibility of canceling your order free of charge, I thought that you were fully satisfied with the service. We had even modified the assortment of fresh fruit offered to all our customers to adapt to the particular allergy to orange zest that you had told us about.

Regarding the thickness of the towels, we are committed to a global approach to reduce our environmental impact. This leads, among other things, into the choice of towels made from natural fibers, woven in a specific way to ensure its essential function (absorbing water) and whose thickness is indeed optimized to guarantee solidity while reducing the energy needed to wash and dry towels after use. If your expectation was to have very thick towels, I fully understand that you are disappointed by our choice.

Of course, we provide our guests with shower gel and soap every day in their room. On request, we provide as well many other amenities (list available on our digital room directory) at the reception. There was obviously a misunderstanding about the service provided which would have been quickly cleared up if you had discussed it during your stay, while we were talking every day about what to do and how to visit Avignon and its surroundings.

I'm really sorry that you didn't feel comfortable enough to express your feelings during your stay. I hope that, despite this, you were able to enjoy your stay in Avignon.
Emmanuelle et Stéphane