We’re very sorry to read about your experience, Robin. What you describe is not acceptable and does not reflect the standards we aim to maintain in our accommodations.

Issues such as broken fixtures (like a handrail or door handle), a malfunctioning cooking hob, and unpleasant odors should be reported and addressed immediately during a stay. We regret that this clearly did not meet the expected level of maintenance or safety.

We take this type of feedback very seriously and will escalate it to the relevant on-site and maintenance teams for urgent review. If you have already reported this without receiving proper assistance, we recommend resubmitting your complaint with your booking details so it can be formally investigated and followed up by our guest relations team.

Thank you for bringing this to our attention.

The Pierre & Vacances Team