Cash and valuable items went missing from our room. Read before booking!…read more
TL;DR: Several personal items and cash went missing from our bags during our stay. Rather than handling this with empathy or accountability, hotel management deflected responsibility, never addressed the evidence we provided, and ultimately had a lawyer email us to deny our claim -- twice! Beyond this experience, the hotel itself is mediocre: cramped rooms, outdated bathroom, and so little space you can barely open your suitcase. We highly discourage anyone from staying here.
Sharing the full details below if you want to learn more before making your booking decision.
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During our stay in room #103 in June 2026, cash and several valuable personal items went missing from our closed bags while we were out of the room for the day. Missing items included a Tom Ford handbag, a Louis Vuitton pouch, a Tiffany & Co. necklace, a Gucci belt, and a significant amount of cash in both USD and EUR.
That morning, we explicitly instructed the hotel receptionist not to have housekeeping clean our room. We only requested a change of towels, as we were packing up before checking out the next day. Despite this clear instruction, a housekeeper accessed our room while we were away, as confirmed by hotel management. All missing items were secured inside closed bags, meaning someone would have had to deliberately go through our bags to access them. We have photos of ourselves wearing and holding the missing items just days before as well as receipts -- all of which we provided to both the hotel management and the police.
We reported the incident immediately to the receptionist, filed an official police report the same day, and contacted the hotel in writing with detailed evidence, while including photos, receipts, Apple Watch activity data, Google Maps records, and credit card timestamps that collectively demonstrated a factual impossibility in the hotel's own account of events. None of this was ever acknowledged or addressed.
At no point did the hotel's representative, Chloé Azais express any genuine empathy or acknowledgment of our distress. The communications felt procedural and dismissive from the start and no reimbursement was ever offered. We also had to send follow-up emails several times because the hotel would ignore our emails for over a week at a time.
The hotel confirmed in writing that it has no cameras in hallways or near guest rooms; only at reception. When we specifically asked them to use that footage to confirm what time we left the hotel, which is directly relevant to their investigation, they never provided it. Their investigation appears to have consisted solely of asking the one housekeeper involved whether they took anything, and accepting their answer.
When we pressed Chloé for more details about their investigation and provided additional evidence, the hotel handed our case to external lawyer, Maître Olivier Maillot of Cabinet Caporale Maillot Blatt Labeyrie in Bordeaux. And that's when the hotel / Chloé stopped engaging with us directly. Even after we responded to the lawyer with receipts and additional evidence, as requested by him, their final letter ignored everything we submitted and justified clearing the staff solely on the grounds that they had "been working within the hotel for many years." That was their definitive response to guests who lost thousands of dollars, filed a police report, and provided substantial documented evidence.
The hotel also suggested we should have used the in-room safe, a single small safe entirely inadequate for handbags, belts, and pouches. Expecting guests to secure full-size bags and clothing items in a miniature safe rather than trusting a locked room to be secure speaks to the attitude we encountered throughout.
If anything goes missing from your room here, expect a dismissive process that prioritizes the hotel's reputation over your experience, and ends with a lawyer's letter. Stay elsewhere.