Regina Experimental Biarritz

We were extremely dissatisfied with the service and overall experience at this hotel. First, and most importantly: our child has a severe lactose allergy. We informed the hotel in advance, mentioned it again at check-in, and repeated it before every meal. Despite this, we were repeatedly served food and drinks containing lactose. The first time we managed to catch it in time, but unfortunately the second time we did not. Our child drank a sip of regular milk instead of almond milk, which we had specifically ordered, and had an allergic reaction. This is extremely dangerous for a child’s health and safety. It was frightening, ruined one of our vacation days, and left us feeling that the staff did not take the situation seriously enough. Thankfully, our child already knows the difference in taste and stopped immediately, but if it had been a younger child, the outcome could have been much worse. Second: at checkout we noticed that almost €200 worth of services we never ordered had been added to our bill. Fortunately, we carefully reviewed it and had the charges removed, but this was very disappointing and could easily have led to us overpaying a significant amount. Third: the room itself did not meet the standards of a five-star hotel. There were cracks in the walls, and the whitewash was peeling off. Overall, both the service and the rooms fell far short of what you would expect from a 5-star hotel. We did receive apologies for the mistakes, but given the seriousness of the issues, they felt rather formal. In a hotel of this category, one would expect a higher level of care and attention to guests’ well-being.

We stayed 3 nights at this hotel, we got the breakfast the parking and one diner upon our arrival. Location: very good, 10mns walking from the centre, easy to reach Staff: fantastic staff, very helpful (extra mention for Antoine the voiturier, so helpful with tips around the area..) Room: Very good, excellent aircon, noce view to the bay of Biarritz Breakfast: The first breakfast on Monday was great, with a very good chef making great omelettes and great pancakes..very friendly talkative with customers..all was 10 out of 10 this first day, then another chef replaced him for the last 2 days and we noticed a difference (7/10) Diner: We celebrated our 31st wedding anniversary, and it was the perfect place for that. All excellent, great sommelier, great food service impeccable.

Professionalità, disponibilità , serietà , efficienza, discrezione : tutto ottimo !!

Nessuna negatività

Property was amazing.Staff very helpful and the area was so close to everything

Excellent staff, comfortable bed and pillows, nice pool area.