Le Monastère *** - Collection La 21ème Planche

Thank you Shannon for your great return! It was a pleasure to meet you and your friends. Take care, Nicolas

Hello Sherry, Thank you very much for taking the time to leave a review. We are very happy that you had a good stay here. As I explained to you, there were already pictures of the building from the outside. Unfortunately, we did not notify the neighborhood of your arrival. We are sorry to read that you misunderstood that there was a ground floor and an upstairs floor. Even if we propose our help any time that we can, you can transfer your remark to VRBO, which has done the english translation of the ad. Best regards, Nicolas - La 21ème Planche

We are sorry that your experience did not meet your expectations, however your review is factually incorrect and requires clarification. First, the listing description clearly states: “Le Monastère dispose de trois chambres situées à l’étage” (the property has three bedrooms located upstairs). At no point does the listing indicate that the accommodation is accessible for wheelchair users or persons with reduced mobility. The interior layout of the apartment, as well as the entrance of the residence itself, is not designed for PMR access and includes steps. Regarding the stairs: the bedrooms are indeed located upstairs, which was communicated during our phone conversation. This information was not discovered “on the way,” but discussed when you contacted us to arrange check-in. Unfortunately, we were only informed of the presence of a wheelchair user and mobility issues on the day of arrival, several months after the reservation had been made. It should also be noted that prior to this phone call, we did not receive any messages from you despite several attempts on our side. We had to call multiple times in order to obtain confirmation and discuss the check-in arrangements. The written description clearly mentions that the bedrooms are upstairs, which is the reference information travelers are expected to rely on when booking. As for the cancellation and refunds: during our conversation, you confirmed that you did not wish to keep the reservation. We explained that cancellations and refunds must be handled directly by VRBO, as hosts are not authorized to process them outside the platform. This includes the refund of cleaning fees and tourist tax, which are automatically refunded when the guest cancels according to platform rules. Once the stay had technically started, VRBO’s policies applied, and the process was entirely in their hands. We regret the misunderstanding, but we strongly disagree with the statement that the listing is misleading or that we were “impossible to work with.” All information was provided transparently, and we acted in accordance with VRBO procedures and policies.

Thank you for your comment. First of all, we would like to assure you that we take your feedback on the accommodation very seriously. It has been rented for over 3 years and we have never had such a negative feedback. We would like to inform you that the staircase banister is currently being replaced in order to better satisfy our guests. Regarding the bathroom you describe, it is a private bathroom adjoining a single bedroom, so privacy is total. You have a second, larger bathroom that is shared between the rooms. Your comments about the swing door are inappropriate, as you can see from the photos. Concerning the various points relating to your lack of understanding of French to use a television, washing machine or dishwasher. Shouldn't you have contacted us during your stay so that we could have helped you? We're constantly communicating with our travelers, so it's important to tell us all this directly rather than venting in a comment. In future, make the choice to communicate, be positive and look at the photos. Take care.