548heleneo
Google
Rating: 0 star ||||We booked our family stay back in the summer for December. The hotel looked good and the reviews were promising, so we called to make a reservation. We spoke with a receptionist named Gaelle, who clearly explained the rules: a four-night minimum stay around Christmas and the requirement of either a deposit/full payment via bank transfer or payment over the phone.||||Given the hotel’s premium pricing, we opted for payment over the phone, even though we specifically mentioned we would have preferred an online payment option. We called back and provided our card details to Gaelle, who assured us everything was in order. She gave no indication that anything was missing or pending and confirmed that the booking was sorted and secured.||||Fast forward to just two days before our family trip. We called the hotel simply to ask whether there was snow. That’s when we were shocked to be told that our booking did not exist.||||We then spoke to the director, Sabine, who could not properly explain what had happened and said she needed to speak to Gaelle. When we later called back, we ended up speaking directly to Gaelle, who said she could not recall our conversation. She claimed that because the funds had not been received, she cancelled the booking. She also stated that the procedure in such cases is to either send a confirmation email or call the client back — neither of which happened in our case.||||We can only be grateful that we called ahead and didn’t arrive at the hotel with our family, luggage in hand, only to find out we had no reservation. To make matters worse, the director Sabine never bothered to call us back to apologise or take responsibility.||||Overall, this was a huge disappointment and a complete let-down from a hotel that clearly markets itself as “premium.” Poor communication, lack of accountability, and no customer care whatsoever. From our experience: avoid.
