Pierre & Vacances Andorra Pas de la Casa Princesa

A week before our holiday, the property cancelled our booking for 10 people, blaming 'operational issues', and then vanished. None of our messages or phone calls were answered, and even booking.com couldn't get them to cooperate. We had to move to another town and ended up paying a huge amount in extra costs. Absolutely disastrous. Properties operating this way should not be allowed to stay open.

The room had several things that were broken, including the toilet seat, shower door, door handle, and lock. I reported them at reception and was told they would be fixed, but nothing happened. Then, at checkout, they charged us 30 euros per room for deep cleaning. We were expected to take all the laundry downstairs, wash the kitchenware, and empty every bin into a bin store that nobody had told us about. The service was awful, and the staff had really unpleasant attitudes. Never stay here.

We paid for a suite, but the room still felt extremely basic and not much better in quality than what had been advertised. Noise was a constant problem. Guests coming back late at night or early in the morning woke us repeatedly, and we could clearly hear people in the rooms beside us. On two nights, someone was banging on the door next to ours at 3am, probably waking the entire floor. The ski lockers were not reassuring either. Many were broken, a few had no doors, and the area didn't seem to be locked in the evening, so we stored our equipment somewhere else. Reception was another issue. The advertised hours were 9am to 1pm, but we found it closed several times. On our last day, the gentleman at reception made us feel like a nuisance even though we came during the stated opening period. While we waited, three other guests also arrived and were met by the same argumentative, condescending man, who seemed to have somewhere else he would rather be. We've tried P&V twice now and were disappointed both times. We won't use them again.

The location is convenient because you can ski down to the lifts from the locker area, but that area itself was unpleasant, with rusty lockers, a musty smell, and ice covering the floor. The building also needs to deal with the ice before somebody is seriously hurt. It's unacceptable. Our four-person apartment was really a small studio, with two single beds and a sofa bed squeezed in. The single beds were side by side and comfortable, while the sofa bed was uneven, worn out, and close to the end of its life. The walls were very thin, so the whole building was noisy and earplugs are a good idea. The kitchen was small but usable, with the necessary kitchenware provided. Towels and linen were included, along with some soap, dishwashing liquid, and two toilet rolls for the week. Reception opening times were awkward too. It opens at 9am, but I wanted to be skiing by then. After we left, they took 60 EUR from the deposit because they said they couldn't find the duvet we had stripped from the sofa bed. We definitely didn't take it, so this seems to have been their mistake. We called five times at a cost of 1£ per minute and they still couldn't locate it. The 60£ isn't disastrous, but if this is how they handle things, who knows what might go missing next time. Take a photo before leaving so you have proof.