Hôtel Particulier le 28

My family of four (two adults and 10 year old twins) was lodged in a two bedroom apartment in the Hotel Particulier Le 28's "annex". The apartment was: - Spacious - Decorated in an eclectic mid-century modern style with interesting artwork - Centrally located in the heart of Aix's Cours Mirabeau next to restaurants, cafes, shops, services, and cultural sites - Clean and well-equipped The hotel employee assisting us was helpful, kind, and customer-service oriented. When we complained about the dirty state of the annex building lobby and expressed our disappointment at not being lodged in the main property as was our expectation at the time of booking, the owner called us and offered to move us to the main property but we declined because we were leaving the next day and my husband was feeling unwell and did not want to repack and haul the luggage down the street to the main property. The owner offered a "bottle of something French" instead but the bottle never materialized.

- The booking information was confusing and incomplete. The initial booking said we had booked a Deluxe family suite with a fireplace and a balcony with garden views inside the property but we were lodged in a two-bedroom apartment at the "annex", which is an apartment building located a few blocks down the street from the main property. Hotel Particulier shares the building with three medical offices and other tenants. The apartment is on the first floor (no elevator) and the hotel has no control over the building as evidenced by the entrance and staircase in a general state of disrepair with peeling paint and lose tiles on the steps (we lived in France for a decade and know everything about old building entrances but this one was particularly dirty and decrepit and left a very bad impression from the start). To make matters worse, someone in the building left the door open and we were welcomed by the stench of feces someone left inside the building between the door and the wall and which remained there until the next day around noon. - This hotel does not have a pool. A more accurate representation is that this property has a partnership with a nearby spa that gives guests a 10 percent discount on treatments and paying access to their pool (59 Euros per person) for those not booking treatments. The pool is not open to children. This information was not completely clear on the Booking.com page. We received an email explaining all the details after the deadline to cancel had passed and our credit card had been fully charged by Booking.com. - Although the apartment was generally comfortable and spacious, we felt like we were staying in an Airbnb or in someone's apartment instead of a boutique property, as was our expectation. For the detail oriented, note that internet is spotty, bedding and towels in the apartment are not hotel-grade, the toilet seat is ill-fitting, and the beds are not particularly comfortable.