La Fabrique

Not very big rooms and bed too small for anyone 6ft or over. Staff very helpful, in particular the receptionist Liam. He gave us lots of useful advice about the area and made us feel really welcome.

Great location, good front of house staff however very very poor management with zero customer service. Our air conditioning unit flooded our room here which resulted in a day of lost holiday as they had no solution and refused any kind of refund.

Awful and rude service from management...when we got to our room, it wasn't fully clean, there was a coffee stain on the floor, but we over looked that, but upon reflection we highly recommend letting them know immediately as they then blamed us and claimed our dog peed, even though it was a dark stain and looked like spilt coffee... On night one, we had to get maintenance up to look at our air conditioning as it was dripping a lot, wetting the floor and was noisy. Nothing could be done, no solution or fix. That night out floor was soaking, everywhere was wet, and soaked our dogs bed as well. The water started to pool under the Aircon(the flooring is wood, so you can imagine how it was travelling) We had to use our towels to clean it up as we had an entire puddle of water on the floor. And the rooms are not very big. At 2am we were cleaning up this mess, nothing could be done to stop It, then again at 4am, we were shattered, It was extremely noisy and the excessive dripping kept us up all night, we did not sleep at all. We were told the night before we could not move rooms. Our next day was ruined, we woke shattered. The following morning they agreed we could move rooms, assuming they could not fix the Aircon problem, we agreed. The receptionist also said that the manager had agreed to refund us, due to the experience and the hassle. We lost one night and day because of this, and it ruined our trip to La Rochelle, we were only here for 2 nights as well. 12pm the following day they said we could move rooms, they told us we needed to vacate the room, leave all our stuff in reception and be without a room for several hours until another came available. We declined as we also had a dog. In which, she would have no place to rest. We were on the 2nd floor, and they wanted us to empty our room, bring all our belongings down to reception. Be out of the room until they had cleaned our new room. We then gave the solution that we would stay in our room until the new one was ready, because we did not also want the hassle of moving everything down 2 floors to them go back up 2 floors. They agreed. We then spent time moving our belongings packing up and moving rooms, which took time out of our day. Our time at the hotel bad been ruined, our trip to La Rochelle ruined. Now they promised us a refund, and said when we check out the following day they would do so. We spoke to reception the morning of Check out, and then they changed their minds. The manager was extremely rude, didn't even listen to us, just came out of the office shaking her head and saying no, They them blamed our dog because of the mark that was already on the floor. So moral of the story, take photo evidence of any mess in your room as soon as you go in, report the dirtiness immediately otherwise they will blame you. All the manager was concerned about was 'your dog peed', we tried to explain that it looked to be a coffee stain as it was there when we entered the room. She completely ignored us, rudely kept shaking her head, and said the issue was solved by changing our room. Our trip was ruined, we lost a whole night sleep, time the next day sorting the problem at reception (and time the night before when we had to go and find maintenance) and then we were just exhausted from everything. No apologies or sinsearness. The only thing the manager gave us 'was no, your dog peed', they thought the only acceptable solution was changing our room for losing a night and day from our trip. To also be spoken to rudley and disrespectfully at check out from the manager. They promised us a refund due to the stress and ruined trip, to them tell us no they have changed their minds. Poor customer service, I would not book here again, and should urge against staying here, because if you have a problem the manager won't help and has 0 customer service and 0 people skills.