Residence Au coeur des ours - Vacanceole

We enjoyed our stay, and the location was great for the price. Still, arriving to find no sheets on the bed was a shock. We spent a lot of time trying to find sheets and towels to buy. Reception said we hadn't selected that option when booking, but that was false: our booking clearly said sheets and towels were included. We had to collect the key 15 minutes away, and my husband didn't have the booking with him, so we may have been given a different apartment from the one we originally booked. Apart from that confusion, the stay was enjoyable.

We stayed for seven days and arrived to a dirty room with dust on the furniture. The departure instructions said to clean everything and vacuum, which we did, yet we were still charged a total penalty of 120 euros. I'm disappointed. The bedrooms were very dark, and some furniture was broken. I wouldn't recommend booking here.

Last week we stayed at La Residence Au Coeur des Ours, booked through Rise Festival rather than by us directly. On arrival, we had to pay a €1200 deposit, which seemed extraordinarily high, but we paid it. We understood that we needed to clean before leaving and did our best, buying cleaning products as well. There was already damage when we arrived, including a broken shower door and extractor fan, and there were hairs in the bathroom. Even so, Vacanceole kept €200 from our deposit, saying the apartment wasn't clean and, as they put it, “we helped ourselves to one of the deposits you gave us.” I wouldn't recommend this agency or accommodation if you value your money. They rely on unsubstantiated claims to keep deposits.

A good spot for restaurants, with plenty within walking distance, and the ski lift is about a five-minute walk away. Our six-person room had one double bed, bunk beds, and a double sofa bed, plus a large dining area and a well-equipped kitchen. The toilet seat and boiler broke, but management fixed them within four hours of being told.