Résidence TERRESENS Hôtel Cristal Lodge

We'd been really happy with the apartment we booked at the Christal Lodge last year, so we tried to return. The apartments were full and we could only get a hotel room, which turned out to be a huge disappointment. The 140x190 beds were much too small for two tall adults, the pillows were terrible, and there were no spare mattresses or pillows. We barely slept. The room was painted black but had too little light, so in the evening we couldn't even find our things. There were no hooks for ski clothes, leaving us to hang wet things in the wardrobe. We were beside the elevator and stairs, and what little sleep I got was interrupted by people moving around in the middle of the night. For the price, I expected more comfort. Worst experience ever. I wouldn't recommend this hotel.

The final disappointment came after we left: they deducted money from our €2000 deposit without explaining why. We had to contact the hotel to learn it was because we hadn't stripped the bed, a rule nobody had told us about. We had left the room clean and tidy. They explained the charge once, then stopped replying when we asked for the money back. After all this, there was no accountability. Our booking was changed just three days before our flight because the accommodation had water damage. We were moved to what they called an “upgrade,” a bunk-bed room that felt like an adult dormitory, for a full week. On arrival, check-in was meant to be at 4pm, then the desk said 5pm, and we finally got in nearly an hour later. After a long trip with skis, boots and bags, we spent hours waiting with our gear. The advertised ski-in/ski-out access was more like a ten-minute walk to the slopes, with uphill stretches, roads and steps. We were also promised a chalet with views, but got a ground-floor bunker-like room with little daylight and a view of the shared car park. This was poor from start to finish: misleading advertising, disorganisation and surprise charges. We won't return, and I'd avoid it if possible. We gave the hotel a chance to put things right, but they ignored the problem.

We had a great time here. The location is perfect, just a two-minute walk to the ski area and close to lots of bars and restaurants. Very clean, and the staff were lovely.

The spa was well kept, with a jacuzzi, sauna and steam room, and there's underground parking too. The apartment was spacious and very nice for a self-catering ski stay, with everything we needed, plus towels and linen. It's well located, about a five-minute walk from the slopes.