This hotel looks fabulous and the rooms are great. The small town is also lovely and the skiing is good.
Having seen the reviews we decided that it was the perfect spot for Christmas with friends of the family and 4 teenaged kids but we were bitterly disappointed. We booked through InLamber Travel and booked half board - three courses a night the emails confirmed. They also confirmed in writing that there would be a special meal on Christmas Day. The first night we arrived, we were told that half board included anything from the menu, and the food WAS sensational - we checked with three different members of staff as it seemed too good to be true. Day 2 morning they told us that the staff didn't speak good English and there had been a mistake - we would have to pay the difference. They also told us that half board was usually one course. Luckily, we had access to emails to could prove what had been promised.
They then tried to palm us off with a menu with 1st course - pasta and tomato sauce or pizza, course 2 - meat and course 3 the vegetables to go with the meat (either potato OR salad). We contacted InLamber Travel to clarify - not least because this was our one holiday of the year and we wanted to ensure Christmas Day's meal was good. She couldn't have been less helpful - shouting down the phone, calling us liars and accusing us of trying to get away with not paying for Christmas Dinner, which she said she had always specified would cost more. My friend ended up in tears of frustration.
With the exeception of the very efficient Annalise on reception and Deborah who waited in the restaurant, the rest of the staff, especially the owner, couldn't have cared less. There was no attempt to resolve the situation or improve the menu. They were surly, unhelpful and offhand. We were made to feel like they thought we were cheapskates for not ordering a la carte like other guests, and we ended up paying an additional E10 each for Christmas dinner. Every day, we had to go back to complain about the menu as the first draft was always ridiculous. On our last night, one of the staff apologised to us for the bad service but told us she had been told to wait on all the other tables before ours.
We got the feeling they had expected more bookings for Christmas - we were the only family in the hotel for a couple of nights - but if you don't want to open for Christmas or do half board then don't. It is totally unacceptable to ruin a hardworking family's one holiday of the year because you are trying to cut corners and save money by not providing proper food. To be clear, we didn't expect to eat from the a la carte menu, but a choice of very basic pasta or marguerita pizza followed by meat with no sauce and salad OR potatoes followed by ice cream just doesn't cut it!!
A couple of other minor gripes - the cleaners also didn't clean our rooms properly. When we complained we were told it was because our clothes were all over the place, but there were only three hangers in the wardrobe and when we asked for more, were told there weren't any.
There was also nothing for the kids to do in the evenings - once they had got over the fact that there was nothing to do, we actually had quite a lot of fun playing charades and cards but this bought more disapproving looks from the staff - even though we were the only family in the lounge area at this time.
A final insult was that our daughters had been given expensive perfume for Christmas, which disappeared from their room.
This is a hotel which has got good reviews in the past but has got complacent. It is such a shame as we could see it could have been really magical if the staff had made an effort or if we had had more money to spend, but as it was, Christmas - and all the months of saving that it took to be able to go - was totally ruined for us by the constant bickering and backbiting about food and the attitude of the hotel's staff.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.