Below is our account of the holiday we have just returned from 26/02/2012 - 04/03/2012 in room 8 at Chalet Anne Marie at Tignes through Ski Total.
As a background we have travelled with Ski Total before and choose to travel with them again for various reasons including the chalet being over 16’s only, good wine, good food, great hosts and service.
All comments below in [ ] are my responses / observations
We choose chalet Anne Marie because it was listed as 4 plus rating [I would re-rate to 3] it stated in the brochure as being 3 minutes from the lifts/piste [ needs to state that that is for intermediate skiers, and we had beginner in the group, so 20 min walk uphill]. The hot tub for those achy limbs [out of order on arrival]. The lovely décor as shown in the brochure photo’s [actually the chalet was very tired in appearance and fitted with different furniture] and the privacy of an on suite private room and balcony [no privacy in the room due to large hole in room and every whisper was heard in both rooms, and light, and the balcony was a shared location to further discuss the overheard private conversations]
Additional to details listed below, the path to the chalet was an icy health and safety nightmare waiting to happen and should be cleared and not left as such for the whole week
Below is an exact transcript and attachments included of the resort managers’ report
• The hot tub was not usable until Friday [if guests hadn’t re-programmed it would have not even been ready then, as it was set at 18deg after repairs]
• The guests requested extra pillows on arrival but were told there were none available [ we were told that this was a complaint every week and senior management wouldn’t do anything about it so we should take the cushions off of the sofa]
• The meals on Sunday and Monday were of poor quality and quantity [meals were served on side plates, some cold, some missing. First meal had 3 lumps of meat and was referred to as pedigree chum by guests. We later found out that the chef had only the use of a domestic oven upstairs as the commercial one in the kitchen had been broken for weeks and although reported to management hadn’t been repaired]
• The lounge sofas are damaged and in a worn state. This was raised with management and a temporary solution was quickly provided, though the throws were not always on the furniture appropriately at all times [two throws were provided but not placed on sofa at all times, just folded up. The sofas were broken, ripped, discoloured and nothing like the furniture shown in the brochure]
• There was not enough seating in lounge area to comfortably sit all guests at the same time. The lounge is not as represented in the brochure photo. [The chalet holds 24 and even if you are all friends it would be impossible to seat everyone]
• A missing wall light had left a hole in the wall in the lounge [large hole and lights not working, but no attempt to rectify until pointed out]
• WIFI is not available throughout the entire chalet. For the first two days it was available on the top floor only. From Thursday onwards it was available in 90% of the chalet only, once guests reconfigured chalet equipment. [Guests spent large amount of time re-configuring the router and repeater to provide signal to ground floor where they were staying, this then had an impact on the signal on other floors, also the pc was rebuilt by guests as it wasn’t working, but the chalet now has the only non-windows – Unix system in Tignes]
• Towels at the start of the week were too small and some were stained. High quality towels were provided on Wednesday. [We were told that if you request a towel change you will get it by Thursday, so remember to get that request in straight away if you want more than one towel. The new towels provided seemed to disappear and revert to the small napkins for the new arriving guests]
• There is a gap in the rafters between room 8 & 9, of approx. 6 inches by 3 foot, which prohibits privacy between the rooms. This was not rectified during the stay [this was raised as an issue in earlier trip advisor report and not picked up on]
• On Tuesday morning the chalet ran out of bread and filter coffee. The hosts purchased fresh bread and more filter coffee locally that morning. [more bread and coffee was only provided after guests asked the hosts to go down to the shops and buy some]
• Breakfast procedure on host’s day off was not communicated properly. Additionally the tea earn was left empty and the table was not left laid for guests. [Very poor]
• Balconies, for which a supplement is paid, are not clearly indicated in the brochure as being potentially shared balconies with other guests. [3.95 per person per night for a balcony, but no mention that other guests pay for it and share it]
• Some rooms have inadequate storage space and some rooms do not have hooks on the bedroom wall, only on the bathroom walls.[enough said]
• Some guests commented on Saturday that cleanliness was not to standard [chewing gum on floors for the whole week]
• Guests are disenfranchised by spending holiday time raising issues with management [ if you check the terms and conditions in the brochure you will discover that any complaints need to be raised and compiled with the resort manager while on holiday, therefore you spend lots of time doing this and may still not get everything included]
• Multiple flights are covered by single coaches to the airport, which means that some guests will wait longer at the airport than others. Some guests expect an additional 1 hour at the airport due to sharing coaches [ on every holiday with ski total the annoyance is that on route to resort from airport the bus stops for 30 minutes at a café, that no one really wants and on route the bus doesn’t stop]
• Some guests are flying from Chambery, which is an inadequate airport with insufficient space/seating/facilities. An extra hour at Chambery is painful.
The resort manager liaised with the 3rd party hot tub technician throughout the week to resolve the hot tub as quick as possible
The resort manager visited the guests on Monday, Thursday and Saturday to understand issues and follow up on actions / guest experience
On Tuesday additional pillows and throws for the lounge sofas were delivered to the chalet. The hole in the wall was covered by a picture and additionally filled by the maintenance man
From Thursday forwards the chalet catering manager attended every evening meal service, in part or in full
On Wednesday additional towels were delivered to the chalet for mid-week towel change. Alternative spa arrangements were put in place from Thursday forwards, although not all guests received this information until late Thursday evening.
The set up in this chalet was very poor, there didn’t appear to be an older more responsible person in place to address the individual small items as the occurred, this may well have been enough to see off the downpour of complaints once they built up. The staff indicated that they had had issues for weeks and although they were reported to senior management they fell on deaf ears and left the poor girls taking the flak from guests.
This approach needs to change or all the reputation that ski total has built up with guests such as ourselves will disappear very quickly and another company will spot the opportunity to move into their space at a slightly cheaper price, as all the chalets are leased by ski total they could lose them very quickly
choose a different chalet
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.