So we flew in from Hong Kong to visit family nearby and ski. We arrived on the Saturday and on Monday our friend flew in from Argentina. We left the key at the hotel desk that night as she was arriving at midnight. We left her name and nationality, etc. (my husband is Iatlian so there is no language issue here). What a surprise for our 2 year old son the next morning to find not Auntie Laura but some random French couple!!!
Turns out our friend arrived and some French couple arrived just before her. They didn't check any details and gave them the key to our apartment and put my friend in a hotel room! When I went to complain (to the same man who took the key from us to begin with- older man at the hotel(. He matter of factly stated that "someone" (him!!!!) just wrote 1 person arriving at midnight so the night porter gave the key to the first person who arrived. They didn't check details, reservation name, nothing! No apology, nothing. They still billed us exactly the same as well. My good friend is a hotelier in Liguria so I know night porters are generally a disaster but how the management dealt with the issue afterwards was extraordinary.
Aside from this hizarre incident, overall the service is hit or miss. For example if you ask Giovanni in the restaurant to do lunch room service or dinner room service at 7:30 (the earliest they do- not great for 2 year olds), he saus no problem. If you call the front desk they will say they can't or that it's not available until 8:39/9. Simone at reception is very good so just try to ask for him. The shuttle service is great but stops at 8 so if you want to do après ski or have dinner in town it's €50 round trip for a taxi! The food is great (although expensive) and the restaurant service is very good- Giovanni is fantastic. The restaurant closed we were there and we had to eat in the basement of the residence which wasn't great.
We are going to stay at Couer des neiges next time as it is walking distance to town, much nicer, and can't possibly have worse management.
