Thank you for sharing your feedback. We are deeply sorry to hear about the distressing experience you had during your stay at Cap Estérel. The presence of mice in your apartment, especially in the kitchen and closet, is completely unacceptable and far below the standards we aim to provide.

We understand how upsetting it must have been to find mouse droppings on the kitchen table and to worry about food contamination, especially while traveling with young children. It is even more concerning that your complaints were not taken seriously initially and that the situation escalated to the point where mice were active in your room while you were sleeping.

The lack of immediate assistance and the expectation for you to handle the situation yourself is unacceptable. We sincerely apologize for the fear and inconvenience this caused for you and your family, as well as the loss of your groceries and the disruption to your holiday.

While we acknowledge the compensation offered, we understand that it did not adequately cover your losses or reflect the severity of the situation. The reasoning provided regarding the state of the first apartment upon your departure is disappointing, especially given the circumstances under which you left in the middle of the night with three children and no support from staff.

Your feedback highlights serious gaps in our service and response, and we will address these issues urgently with our team to ensure such situations are handled with greater care and professionalism in the future. We deeply regret that this experience has tarnished your trust in us after many years as loyal guests.

Thank you for bringing this to our attention, and we hope to have the opportunity to restore your trust in the future.

The Pierre & Vacances Team