Relais & Chateaux Hotel Landgoed Het Roode Koper

A haven of peace and quiet. Excellent kitchen. Michelin star. An immaculate landscape park garden. Truly Dutch. Great high-end family hotel. Plan for a bike trip. And do not forget your swim gear and walking shoes. Or else tennis. And if this is not enough horseback riding. People say living like god in France. Not really,... this is the place.

I am working in a travel company, who made a booking in Het Roode Koper for July 2023, and I wanted to express my profound disappointment and frustration regarding the booking experience with the establishment. Our company specializes in curating luxurious travel experiences, and we have been in the industry for over two decades. It is with regret that I must convey our dismay at the lack of cooperation and understanding displayed by the management team during a challenging situation. The booking for a delightful getaway in July 2023 had to be canceled due to a sudden illness within the family, a circumstance beyond our control. When initially inquiring about the booking for six individuals, we were provided with specific cancellation conditions. To our astonishment, these conditions changed following the confirmation. Contrary to the information on the website, which cites adherence to the Uniform Conditions for the Hotel and Catering Industry, it appears that the hotel selectively overrides these conditions. What is particularly disconcerting is the inconsistency in communication. Initially, we were informed that the booking could be rescheduled for future dates, only to be later denied this option. In our two decades of operation, we have collaborated with numerous high-end establishments worldwide. Regrettably, the unresponsive and uncooperative attitude displayed by Mrs. Sorensen, who even failed to reply to my email, has been unparalleled. Despite not requiring a deposit upon confirmation, only after the cancellation, we were promptly invoiced for the entire stay (Eur 5 700), including three, four, and five-course dinners for six individuals—a booking we cancelled 14 days in advance. Moreover, the inclusion of travel agency commission in the invoice is both surprising and disappointing. Typically, in the hospitality industry, a professional and customer-oriented approach involves exploring mutually beneficial solutions. This could include offering future stays, discounts on subsequent reservations, or other gestures of goodwill. Unfortunately, we witnessed none of these efforts from the hotel and we understand that they obviously don't appreciate our business. It is regrettable that our initial promotion of the property has left us disheartened, as the cancellation policy appears to be misleading and unfair. A fundamental tenet of hospitality is ensuring guests feel valued and cared for, yet, in this instance, the focus seems to be solely on financial transactions. Sincerely, Tatyana Zhelyazkova