Impeccable

We were drving from UK to Spain, the choice to stop in Biarritz was quite random. We chose this hotel as a treat, given the long hours on the road. Overall, it was exactly waht we needed: elegant, quiet, fantastic views, heated outdoor pool, etc. Unfortunately there were some disappointing aspects. We were a 'walk-in' and when i asked if there was a room available, I was offered a Superior room. It was only when I pointed out that I had seen a cheaper room on the internet, that I was told there was such a room available. Being a walk-in, it was maybe not too surprising that we had to wait half an hour for the room to be ready. Elsewhere, we have been offered a complementary drink at the bar while we were waiting, especially as it was not made clear to us at the start that there was a delay. The room was lovely, spacious, very comfortable, and we had a much-needed restful night. On settling the bill next morning we were told that the parking for our car was at an additional cost. This was not mentioned at the time of booking the room. I received an apology for the lack of information, but I had to ask for the cost to be waived, rather than this being offered straight up. We then set off for our final, 8-hour leg to the south of Spain, only to find that the road leading out of the hotel was blocked by hundreds of marathon runners streaming by. The marshall told us there was at least a half-hour wait. Our plan had been to set off early and grab a coffee on the go, given our long trip ahead. We decided to go back to the hotel to ask if they had any solution - e.g. a back-door driveway. There was no alternative route out, but what was disappointing was the the reception staff seemed to have no idea that this event was taking place and certainly did not seem to have thought about the possibly serious consequences of being unable to leave (e.g. booked flight/train/etc). There was a less than convincing apology and, again, I would have expected the offer of a complementary coffee and croissant for the inconvenience. I am not one for grabbing or expecting freebies and complementary items, I find it quite uncouth. However, when a luxury hotel falls short of what is expected, I think it is part of the 5-star experience to receive an offer of redress.

Courteous staff, good location

Quite improved since September 21. The restaurant was quite improved, just think to enlargen a little bit the choice and offer a seafood plate. Service was very nice as well on breakfast as dinner. Quality of food was very nice. Idem for room service . Excellent taxi service for airport arrival and departure. Inside swimming pool very nice. Might be check some ladders a little bit shaky, and the possibility to have a small cabin for changing clothes. A pedicure/manicure service in Spa would be welcome. Information on the free bus in Biarritz, and how it operates , would be welcome, as well as other busses and train station. And tags to identify personnel for good service.

Great location and pool, but the whole place needs a refurbishment. Peeling exterior paintwork, dated decor in rooms.