We’re truly sorry to read about your recent experience at Cap Esterel, Martin, especially given your long history of visiting us. It’s disappointing to know that you felt treated with arrogance and that the interaction around the pool area left you feeling disrespected. This is not the way we want our guests to feel, and we will address your comments with the team on site.

We also take note of your feedback regarding the overall atmosphere, service levels, and the application of pool rules. Your loyalty over the years means a lot to us, and it’s sad to hear that the charm you once enjoyed has faded. We will review these points carefully to see how we can bring back a more welcoming and relaxing experience.

Thank you for sharing your thoughts so openly, they help us understand where we need to improve.

The Pierre & Vacances Team

Thank you for sharing your feedback, Paul. We’re glad you enjoyed the view, but we’re truly sorry that your rest was disturbed by the early morning pool maintenance. We understand how frustrating it must have been to be woken up by loud cleaning equipment, especially during a holiday.

While pool maintenance is necessary to ensure safety and cleanliness, it should be organised in a way that minimises disruption for guests. Your comments have been shared with the local management team so they can review the timing and methods used, and look for solutions that better balance maintenance needs with guest comfort.

We value your loyalty over the years and regret that this experience has led you to decide not to return. Your feedback is important to us and will help us improve.

The Pierre & Vacances Team

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