Vacancéole - Résidence Illixon

The location was excellent and the reception staff gave good service. My 13-and-a-half-year-old son is over 1.80 m and couldn't sleep in the bunk because it was so small.

We only stayed one night and it was fine, but our downstairs room stank of cigarettes. Maybe management wasn't responsible for the smell, but they should have enforced the no-smoking rule. Parking there was a real hassle, so I took off a star.

Wonderful place.

The pleasant, helpful staff seemed to be working without the resources they needed to provide decent cleanliness and service. We won't stay at Vacancéole again. Our €300 deposit was returned a week later, which left us short of money during the stay, and all the unexpected problems strained our budget and spoiled the holiday. On arrival at Vacancéole / Hôtel Illixon in Bagnères-de-Luchon, we had to pay a €300 security deposit by card or cash. It was actually charged, rather than simply held as a card authorization, and this hadn't been made clear when we booked. We were also charged tourist tax and €15 for parking for the week, around €35 extra in total that we hadn't planned for. The keys were handed over without anyone checking the apartment's inventory. After more than seven hours of driving, we were hoping for a hot shower. The water heater wasn't switched on, so our first evening meant an icy cold shower. The apartment seemed to have been shut up for months: thick dust on the shelves, electrical outlets sticking out of the wall, blocked bathroom and kitchen vents, and very unpleasant smells at night. No sheets or blankets were supplied, and we hadn't been told in advance what sizes of duvet cover and fitted sheet to bring. The mattress protectors hadn't been washed, just vacuumed to get rid of hair. Even with our own sheets, there was still a smell of sweat and even feces left by the previous tenants. Simply unacceptable. The dishwasher was clogged when we arrived, and I had to unblock it myself. The kitchen was very limited: no oven, no raclette grill or rental option, just a stovetop, microwave, and small fridge. For a winter break in the mountains, that clearly wasn't enough. In the bathroom there was no shower cradle, and water leaked everywhere from the shower wall. A simple curtain would have worked better. There was no hairdryer, and one could only be borrowed from reception during opening hours. The washing machines and dryers cost €10 in coins, and the machine didn't give change. They were in a separate building, with an unlit parking lot that was a complete nightmare without lights.