Thank you for sharing your experience with us, Aysen. We’re delighted to hear that you found our staff very friendly and enjoyed the peaceful location of the hotel. However, we deeply regret the challenges you faced upon arrival and the distress it caused, especially with children in the cold. This is certainly not the experience we want for our guests, and we sincerely apologize for the inconvenience.

Your feedback about having an emergency contact number or additional staff available during late hours is very valuable, and we will review this internally to ensure such situations are avoided in the future. We appreciate your understanding and are glad to know that our team made efforts to make up for the mistake the following morning.

Thank you for bringing this to our attention, and we hope to have the opportunity to provide you with a smoother and more enjoyable stay in the future.

The Pierre & Vacances Team