Garden & City Clermont-Ferrand - Gerzat

I cannot review the accomodation in terms of what was inside as we never were allowed access. We contacted the hotel as to procedure as to arriving after the reception closed and were emailed back saying do not worry we will text you the details we dont need to do anything. However after travelling through France and arriving at 23:00, we checked and there were no texts, no emails - only a locked gate. There was an intercom, that I tried, I then tried the out of hours number on the gate - however no answer - only a recorded message stating that they were closed and they were available in the morning (!). Now we had all our kids in the car, now with no where to stay, there was no options available to contact anyone - every number we tried there was no answer - only that they were closed. We had to find at that time, a new accomodation so we could sleep safely. I complained to the hotel, however they refuse to refund - even though they did not provide the information needed. They said they did ( which wasnt true ) - I asked them to show me they did - because I know they didnt - but they could not prove it, I could however prove that I had no email or text or call from them. But that doesnt seem to matter - that they did NOT fulfil their side of the deal to allow me access. As far as I was aware, we paid for a service, that was reliant on their process working to give us out of hours access, which their side failed - so it was their fault - we lost out, and so had to pay for Gerzat and then another accomodation because of their failure. Essentially it is fraud - but all you can do is complain, and they just refuse - and apologise about the unusual booking - yes it is unusual - so unusually refund me because it was awful having to sort that out... believe me after driving 100s of miles, the only thing we wanted was to get in and sleep - we tried every avenue possible to get in other than ramming the gates. So my advice is - choose a more reliable accomodation, certainly dont trust their process