Sport Hotel Hermitage & Spa

The premium price and five-star rating made this stay especially disappointing. I rarely write negative reviews, but this fell below basic expectations. If zero stars were possible, I would give them. Food handling was a major problem. I repeatedly explained that I do not eat pork, yet pork was served to me at every hotel restaurant, including breakfast. I know the menu identifies whether food contains pork, and I repeatedly asked for it to be removed. A few employees apologized and fixed the problem quickly, but most were dismissive, slow, or insisted that dishes contained no pork when they clearly did. That level of carelessness is unacceptable in a luxury hotel. Housekeeping also missed very basic details. On several occasions, the room was cleaned but the tissue box was left completely empty, something that should not happen in a five-star property. The most serious failure involved the hotel-arranged car to Barcelona train station. We clearly said that seven people were traveling with eight regular-size suitcases, yet the vehicle could not hold the luggage. This caused a 35-minute delay at the beginning of a journey of almost 3.5 hours and put our first-class train tickets at real risk. Reception handled the complaint badly. One employee said we had never mentioned the luggage, while another admitted that we had and blamed the car company. Instead of urgently finding a solution, the team showed little concern despite knowing we had a train to catch. Someone even said our bags were too large, although they were standard suitcases. At a luxury ski resort, that was inappropriate and astonishing. What were we supposed to do, arrive with backpacks? The later update made it worse: the car arrived one hour after the agreed time. I have stayed in Courchevel, Megeve and the Dolomites, so I know what genuine luxury service looks like. This hotel is far from that standard. The stress, price, and possible financial loss made the stay the opposite of luxury.

The hotel was even better in person than in the pictures. Its grand lobby and position built into the mountainside were impressive, and our room 406 was amazing. Since it was off-season, we had the Spa to ourselves on most days. My wife and I spent five nights here during our first road trip to Andorra, and the location worked perfectly. Parking across the road was very convenient, and once we understood the bus routes we barely needed the car. The staff made the stay special. By the second day, everyone knew my name, and the teams at room service, reception, the restaurants, and breakfast were all friendly and helpful. Sergio, William, Kevin, Eric, Maria, Juno and Oscar deserve special recognition for their professionalism and manner. I interacted with them every day. The food was fantastic too. We are not skiers, but we are already planning our next trip. I cannot recommend this hotel enough. Hope to see you all again, regards, Mr Singh

The Glass Bar became the highlight of our stay. We booked a large table for 11 people for three nights, and although drinks were slow at first, everything changed after we met Yas, the restaurant manager. Yas personally looked after us whenever we visited GLASSBAR and gave us the kind of service you expect from a luxury five-star hotel. He noticed every detail and was especially thoughtful with our son, who has several allergies, making sure he did not miss out on anything. The spa was Amazing as well. We spent hours being looked after and would happily repeat the experience.

We have a small family tradition of visiting Soldeu for skiing, then coming to the Hermitage Hotel for après ski champagne and a late lunch. Today, at 5 p.m., the lobby bar was completely empty, yet the hostess confidently told us every table was reserved and that the kitchen could not take an order for four people. Hearing such obvious lies from staff at a high-level hotel was shocking. Cheap and very unprofessional.