Dear Coco, thank you for your feedback. I am deeply sorry to discover one week after your departure that you did not enjoyed your recent at our Villa Cosy hotel & spa. Regarding your points: 1/ Turn-down service: I do confirm that our Housekeeping team provide Turn-down service everyday from 7:00pm to 01:00am. We encourage our guest to ask at what time this is more convenient to proceed in order not to disturb. I will of course enquire with the team to better understand the situation in your particular situation. Next time, don't hesitate to provide an immediate feedback so we can react quickly for any issue. 2/ Shuttle service: We are working with an external partner to provide transfer service where our guests want to go. We adapt our pricing strategy accordingly but according to us, this is the smoothest solutions to fit with our guests expectations (no limitation of direction, no wait time, etc....) 3/ No service: not sure to understand what do you mean. Don't hesitate to revert back to me so we can continue to improve our guest experience 4/ Breakfast: I do confirm that we chose to provide homemade, top-notch quality breakfast served directly in our guests private terraces. This 24/7 to satisfy both late-risers or early-birds. On-top of a various menu we provide personalized meals to ensure our guests can have their favorite products every day Again, I am very sorry that we didn't managed to meet your expectations. However this is a pity to discover your feedback through an online review one week later while we could have fixed easily all your points during your stay. I remain at your disposal for any further assistance / Feedback. Best regards, Frédéric

Dear Guest, You did not stay at our Villa Cosy hôtel & spa. You sanctionned us by a 1/5 on hotels.com because you were not happy that we applied our Cancellation policy i.e you had to pay for a stay you cancelled the day of arrival. Sad to read such an unfair comment as this happen everywhere (flights, trains, hotels etc…). Next time, I encourage you to subscribe to an insurance company instead wanting small companies to substitute to them…