Le Diamant Des Neiges

The place has plenty of space and a good location, but we can’t recommend it at all. A sink had come away from the wall when we arrived, the heating wasn’t working, and neither was the dishwasher. We tried every number we could find in the building many times, at different times, but no one answered. Eventually the cleaning lady gave us the emergency number and someone came to fix the heating. The woman who first answered tried to brush off the problem and was very unhelpful. The sink and dishwasher were never repaired, and we weren’t offered any compensation. This was the worst service we’ve ever had. Don’t stay here.

The apartment was modern, spacious, and great value, with amazing views and ski-to-door access. Check-in was extremely late, at 5pm!!!! We also struggled to reach the owners. The phone number on booking and the one they left on the door both went unanswered.

Once we finally got inside, the apartment was fantastic, spacious, and had a large shared living area. We’d definitely stay again. But check-in dragged on. Even though check-in wasn’t until 5pm, the cleaning still hadn’t been done when we arrived, so we waited more than 40 minutes. The receptionist wasn’t very communicative and disappeared for long stretches without explaining what was happening.

We are still asking you to contact us urgently and refund the amount you charged us without our consent. The service we agreed to was not provided, yet we were still charged for it. We consider that stealing. This is the first time we've heard directly from your company. During our holiday, all communication, including hours and hours of phone calls, went through Hotels.com. We heard nothing from you until now. As for the proposed “solution,” moving us to an apartment more than an hour from the village where we wanted to stay, had rented our equipment, and booked an instructor for the whole week was not a solution. That's why we declined and repeatedly asked to reach a suitable agreement. You never contacted us directly, and on top of that, you greatly overcharged us for an apartment that wasn't close to the size we originally booked and was missing an entire bedroom. Our refusal to move an hour away does not justify that. Original review from February 3rd: We were travelling as two couples and booked a spacious apartment with two bedrooms, one with a double bed and the other with two single beds. What we got was much smaller, with a small living area and a tiny cabin with bunk beds instead of a fully sized, equipped bedroom. It wasn't what we booked. A woman from reception showed us to the apartment while the property manager, Sergio, was there. When we raised the issue, she said there was nothing she could do. She also claimed she didn't have a phone to contact Sergio, but while we were discussing it, she suddenly received a call from him. Sergio said this was the correct apartment and that the apartment we'd described didn't exist. He said he couldn't be responsible for what Hotels.com had advertised. He was clearly avoiding responsibility and lying. After a long discussion, he promised to check whether other bookings might change so he could offer us another apartment. After that, he neither called nor visited. As premium silver members, we contacted Hotels.com. They offered an unrealistic replacement apartment or a ridiculous 60 euro discount. We found that unacceptable. To this day, neither party has offered a suitable solution. Your reply on February 11th: Hello, Thank you for sharing your experience, and we're sorry about the situation. We do everything we can to make sure our customers have a pleasant stay. We regret that you were not satisfied with the solutions offered, which were in a 4* residence in the same ski area. We hope you were still able to enjoy the quality of the equipment in the apartment and the resort. We're here if you need us. Best regards, The Terrésens team - Hotels & Residences