Hg Cerler

We were assigned a room at garden level, in the summer, which can only be ventilated through the door that gives access to the street, which means that to ventilate, you have to leave the room open to anyone who wants to enter. It is over 30 degrees in the room; we came from riding a motorcycle and we have to air out our clothes and boots. Although there is an air conditioning control device, it does not work. The device that enables the electrical current in the room by inserting the card does not work, it sparks, and the light flickers on and off. There is no trash can in the room. We relayed these points to the front desk, and with an attitude of total disdain, we were informed that there is no air conditioning in the hotel, that the room is like that, and nothing can be done about the ventilation (they provided us with a fan...), they sent a technician to look at the light, doing us a favor because it was outside of service hours, and, questioning whether it could be true that there was no trash can, they brought us one as if doing us another favor. The treatment was unpleasant and unwelcoming; I certainly expect a different kind of service in any type of establishment. Without a doubt, I will not return to this hotel, nor will I recommend it to any friend.

This has been our fourth or fifth stay at this accommodation, to which we used to return delighted. However, we regret to say that it will be the last as long as the current manager remains in charge of the front desk. We want to make it crystal clear that our complaint is not directed, under any circumstances, at the regular staff. Quite the opposite: both Edgar and the other dark-haired girl at the front desk, the restaurant team, and the cleaning staff were of impeccable kindness, empathy, and professionalism at all times. Their service was a 10 and we are very grateful to them. The intolerable problem has been the attitude, management, and treatment received from the front desk manager. It seems that for some reason she did not take a liking to us, and we suffered a chain of unacceptable slights: Discrimination at check-in: Upon arriving, she told us that our room would not be ready until 3:00 PM. However, to the couples who were in line right behind us, she gave them their rooms immediately (one of them adjacent to ours and exactly identical). Lack of respect regarding the towels: She flatly refused to accept a card as a guarantee for the pool towels, demanding cash from us under the argument that "they were new and good, in case we took them." An offensive and unnecessary insinuation of distrust toward regular customers. Sarcasm regarding a problem: One of the nights we were left without hot water. When we mentioned it to her the next day, her response, instead of apologizing, was a sarcastic: "That is indeed a complaint." Her lack of tact left us speechless. Obstacles and incompetence in billing: She gave us a thousand problems about issuing two invoices (something that had never happened to us there before). It took them two weeks to send them, and upon receiving them, the tax address was misspelled by her herself. When requesting the correction, her response by email was of unheard-of arrogance and condescension, treating us rudely and lecturing me on billing and tax laws without knowing who she is talking to on a professional level. Disregard for customer loyalty: During check-out, we witnessed how she handed out discount codes to other guests who were leaving behind us. As for us, being customers for years to whom they always applied this gesture, we were deliberately ignored and were not provided with anything. It is very sad that such a wonderful team and hotel see their work tarnished by the arrogance, haughtiness, and lack of manners of someone who should be setting an example. We will not return for fear of running into this person again and suffering her bad attitude or retaliation, although I think this does not matter to anyone, neither to her nor to the chain. It is a shame to lose loyal customers due to such disastrous personnel management.

Nice hotel, very clean and close to the slopes. The doors to the rooms, bathrooms and walls need to be better insulated for noise, but in general the room was very comfortable.