L'Hôtel Particulier

Unfortunately, I did not read any recent reviews before booking and staying at L’Hotel Particulier. I wish I had! Our first time visiting Arles, we wished to stay in the best hotel we could find. We were drawn to this hotel by its website, and although expensive (€549 per night for the Terrace Suite) we booked for 3 nights, the third night in a different room as they couldn’t give us the suite for all 3. We left after 2 nights…. Specifically we found the following: Very poor facilities: Small, awkward reception which still seemed to have its Covid screens up. No welcome drink/sit down whilst you complete registration. Locked entry system to the hotel, you had to ring a bell and wait for someone to let you in. A basic, tiny, bar, which only seemed open if people were there. No social seating area to relax in. The gym/wellness area 3 pieces of equipment in a cramped, no air conditioned room, which didn’t even look clean. Unusable! The massage room (down some stairs), also poor, so upon seeing it, my wife cancelled her massage (which took two requests to book in the first place). The only food available was breakfast (hence the B&B), which is served on a very peaceful terrace by the pool. Our rate apparently didn’t include breakfast(!) so we decided not to bother with it, as we already felt we were being overcharged! Staff were friendly enough (especially Antonio), but changed everyday - it felt like they were struggling to manage. Our Terrace room: Thin, worn towels (some were actually fraying). Scratchy bed linen. Air conditioning only worked from the bathroom, so to keep the room cool, the bathroom had to be very cold. Tiny, weird toilet. No sound system (says there is on the website). No in-room tea/coffee facilities. The only drinks in the room were bottles of water (which were cheap 50ml plastic ones, in a rickety mini fridge!) Having decided we couldn’t face a 3rd night we informed them on day 2 that we would be leaving a day early. It was only on departure that the (apologetic) staff informed us that they had been told to charge us for the 3rd night, minus €50 - another €409. I note that the owner has opened a new hotel near Arles, which also features on their website. I think it is very clear where they are investing their time and money. Don’t be confused by website photo gallery, there is no bistrot etc at his hotel. At some point pre Covid, L’Hotel Particulier was clearly a different much better hotel, but now, it’s basically a very expensive, faded B&B, with a nice pool/outdoor area, needing an overhaul and some new linen. I have given it 1 star (I rarely write reviews, and this is my first negative one) - because as someone who stays in many Relais & Chateau hotels, this is all this deserves.

We booked this hotel reading past reviews and expecting a 5-star experience with a nice restaurant and Hermes toiletries. Unfortunately it is now repositioned and run as a basic B&B with no services, but still charging 5-star rates: no restaurant, no room service, no minibar, no coffee machine in the room, lack of personnel, breakfast not included at €26 per person with a meager buffet, if you need to check out before 9am it’s a problem and nobody will be able to pick up your car, no help with luggage. Moreover: Wi-Fi in our room was not working as we were placed outside of the main building and the room door was a window with no curtains, so zero privacy. Rooms are ok but given current state of the business, this place is currently massively overpriced and it’s curious how it still retains 5 stars. I put two stars only because the personnel was really nice trying to do their best and juggling multiple jobs at once: cleaner, gardener, usher, waiter at breakfast etc. for the rest, best to avoid

Set in a beautiful Renaissance style building, the former home of the Duke of Chartreuse, in a very quiet street five minutes walk from the amphitheatre, the theatre and the church of St Trophime (three must-sees in Arles), this hotel is a lovely spot. Ok so the bathroom in our room (number 3) was cosy, the copper sink wobbled a bit and the towels were thinner than we would have preferred but we had Hermes amenities and a fabulous view over the gardens and swimming pool, the bed was big and comfortable. Staff were unfailingly charming and helpful. Top tip if you are driving is to find a spot to call the hotel from and have them park your car in their garage. It’s €28 euros a night but worth it in a town with many driving restrictions, narrow streets and one way systems. There is a breakfast offer but no restaurant which hardly matters as Le Gibolin (among others) is two minutes walk away and is cheap and very cheerful. There is also no lift so if a gorgeous winding staircase isn’t for you, make sure to get a room on the lower floors. Is the hotel cheap? No. Is it worth the price? Probably. A great location, marvellous staff and a magnificent building very largely make up for minor quibbles around ablutions. Definitely one for the Arles shortlist.

I booked a suite in this hotel on June 21 buying cancellation insurance. I had to cancel on July 2. The stay was for three nights starting September 1. To my surprise, the hotel retained €743. I asked for a full refund. The Booking Manager refused, saying I had cancellation insurance. When I asked for an email address and phone number for the insurer, she gave me defective information making it impossible for me to file a claim. I asked her to request the owner to make an exception and issue me a full refund. She refused saying I had insurance even though defective. The hotel will have ample time to re-book the suite. It is enriching itself at customer’s expense hiding behind a rigid cancellation policy. Avoid booking at this hotel. Greedy hoteliers do not deserve our business.

L'hôtel est magnifique, en particulier le jardin, la décoration très soignée. En revanche, le tarif est anormalement élevé au regard du niveau de service, qui n'est globalement pas au niveau d'un 5 étoiles. La literie était trop ferme à notre gout.

Chambre vaste, propre, aménagée avec goût. Services efficaces et courtois. Hôtel idéal pour découvrir Arles et se détendre si envie ou besoin. La direction et les personnes de l'hôtel prennent toutes les initiatives susceptibles de vous rendre le séjour le plus agréable possible.

Hôtel de charme, bien situé en centre ville ; joli jardin bien entretenu ; beau bassin de nage très agréable Endroit paisible et silencieux Personnel attentif ; room service efficace Petit déjeuner de qualité Voiturier réactif Accès difficile par des ruelles étroites : SUV s’abstenir… Odeurs d’eaux usées dans des parties communes La chambre n’avait pas été nettoyée : cheveux au niveau de SDB et du tapis de la chambre, poussières, miettes… Vitres sales Cabine de douche très étroite Absence de savon pour les mains ; absence de mouchoirs en papier Auréoles jaunâtres de sueurs au niveau de la tête de lit en tissu blanc Matelas déformé du côté droit (creux)