Iglu

The rooms were comfortable, the bed was very large, and housekeeping was impeccable throughout our week. The hotel restaurants were excellent, with very tasty food, highly skilled chefs, and outstanding desserts. Breakfast was good too, especially the made-to-order hot dishes, although the buffet had limited options, little fruit variety, and the same juices every day. Customer service was the main problem. Some staff were friendly, while others seemed unprofessional, inexperienced, or arrogant. During breakfast, a staff member who appeared to be a dining supervisor aggressively took a bottle of water from my stepmother when she stood up to take her medication. The proper response would have been to explain politely that water could be brought to the table. It was also unacceptable to see three employees beside our table speaking badly about other guests. The room lighting was impractical, either too bright or almost dark, with no option to use only a bedside lamp. We have travelled to Andorra every year for more than 30 years, and this was our first very negative experience with guest treatment. The facilities, rooms, and cuisine are good, but the service and professionalism do not meet true five-star standards.

The restaurant deserves separate criticism. The service was rude, and the manager refused to seat us at an empty table, putting us in a corner overlooking the parking lot because part of the room had been prepared for lunch. She repeatedly rushed us by saying the buffet closed at 11:00 AM and the food would be removed. Saying it once would have been enough. The Romantica room is poor value. It's an attic room with small windows, and an inaccessible balcony blocks the mountain view. The room wasn't especially fresh, though it was acceptable. For a 700-euro hotel, the awkward wall-mounted hairdryer was surprising. We won't stay here again.

The food was very good and the rooms were beautiful, but the service was a real issue. We were put in the wrong room, our luggage went into other people's room, and there was no toilet paper until we called. We had ordered the courses menu two days earlier, yet the restaurant said we hadn't. The hotel also failed to book a morning class, saying the school was full, but we found classes ourselves. Entrance staff didn't speak English, the hotel felt tense and messy, and we received no proper introduction to the facilities. Asking newly arrived guests to pay 38€ for an average buffet and refusing a window table was rude. We had come a day early to leave our ski equipment, and those staff were helpful, which is why I gave three stars for service. The hotel costs more than it should. Only the deluxe room, or whatever it is called, appears to face the mountains and ski resort, while other rooms face the parking lot, and booking doesn't explain this. The owner said this wasn't their usual service. Unfortunately, I probably won't return.

We spent $10k on two rooms for a five-day family ski holiday and expected a relaxing stay. The Superior Double Room was advertised as sleeping three people, with one king or two twins, but it couldn't provide a small bed for our 2.5 year old, who cannot use a crib. We found this out only four days before arrival. A room advertised for three should accommodate two adults and a young child who needs a bed. The manager was extremely rude on the phone. She didn't even greet me, then read a long scripted refusal that I had to interrupt. This isn't acceptable hospitality for a five-star hotel, or even a three-star one. They also quoted 400 EUR for a vehicle transfer when Expedia listed 310 EUR. They agreed Expedia was correct but still wanted to charge 400. There was no apology or effort to fix the misleading information, just a take-it-or-leave-it attitude. I won't return, and I hope management learns some manners.