I've been staying at ski condos across North America for over 25 years now, and this is the first time I've ever been really disappointed with customer service from a company managing a property. Some people were nice, and some weren't... but the upshot is that none of them seemed to own the responsinbility of solving the simple problems that arose.
We were at La Clairiere. The front desk people were great when we checked in--very helpful--but any issues that arose subsequently were handled poorly and basically ignored. The first problem was that we could not park at either of our two designated parking spots right outside our unit. This was because the tenants of the condo across from ours selfishly parked FIVE cars near their unit, three more than were allowed. So we called the office. The basic response we got from three different people was "It's not our problem." Because the unit that was abusing the parking was not a Sunstar unit, the Sunstar people said that there was nothing we could do. When I told them this was unacceptable, I was told that I could "park at P2" (a parking lot a HALF-MILE away)... or that I could "knock on doors" to try to figure out who was in the way and to get them to move.... or that I could try to figure out who to call to get cars towed. When I suggested that I was the guest and that THEY should handle the problem, one of the staff--Monsieur Rousseau (sp.?) got huffy about it. I finally called back, and someone else finally agreed to have the cars towed.... but that never happened. I finally had to confront the unit owners myself and ask them--twice--to move their cars.
The previous tenants had left garbage in our ski lockers--so much so that they were not usable. Again, we called the front desk. M. Rousseau was puzzled but said he would notify housekeeping to remove the garbage. He didn't. I finally bumped into the head of housekeeping much later the next day, and she said that no one had told her. She was also apologetic about the unit's lack of cleanliness--there were dirty dishes in the cupboards--but lamented the fact that any guest concerns were supposed to go through the front office instead of directly to her.
Strike three came on our last day. It had snowed significantly, and naturally no one had shoveled our stairs.... or even left a shovel for us to do it ourselves. So I slipped while lugging suitcases and strained a back muscle.
With that context, here is a general overview of our stay:
--Positives: Unit was a good size for the money. It's a not difficult 15-minute walk to the very charming village at the base. There's a shuttle service, but we didn't find it necessary. The beds and pillows were good. Ski-in ski-out is not great but not impossible.
--Negatives: Poor customer service, particularly in response to issues that arose. No daily housekeeping, and unit cleanliness was an issue. Ski in ski out was just so-so: Our unit was a good 80 yards away from the nearest trail, and that trail was a winding, sometimes flat trail that was a bit of a pain to reach. It would not be a good option for beginning skiers.
We definitely would go back to Tremblant--really enjoyed the village, the food, the French culture, and the easy trip up from the Montreal airport. But I would go with another condo management company--one that understands Customer Service 101.
If you must stay at this condo complex, I would suggest getting a unit that is much closer to the tr...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
21 March 2012
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Thank you for taking the time to give us your comments. I am very sorry about the level of service that you received this is really not up to our standards. I have asked our Operations Manager to contact you regarding your trip. I am glad that you enjoyed Tremblant.
Sincerely, Francoise Reynier - General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC