Mrs Garcia,

Thank you for staying with us and for having taken the time to share your experience about the hotel.

We, indeed, had a problem end of January on the pump of the Jacuzzi that broke down. The time to order the pump, to receive it and to replace it, the jacuzzi has been closed for few days and we apologize for that. We did advertise you at your arrival about this issue. Still, the sauna and the hammam were open every day. It is a technical issue totally independent of our will and I think anybody could understand that.

Regarding your room, you had the room 105, that guest really like as it doesn’t have neighbors, so it is a quiet room. The corridor is separated from the reception area by a door closed at night. The lift is not directly close to it, neither the reception. Anyway, the hotel only has 30 rooms and we can consider it as quiet. I really think you over-exaggerate your opinion when you write that “people are running and screaming all the time.” (You didn’t mention the room and the other guests on the other comment you posted on the other plateform).

Regarding your ski pass reservation, you sent us 11 emails between the 27th December (date of your hotel reservation) and the 2nd February (your arrival date). Those emails were about the different price and/or discount for skiing in Meribel Valley or 3 Valleys, if you prefer to ski ½ days or full days depending on the weather forecast and you were changing plan about every 3 days. However, the ski passes you got are the one your ordered (your last email) and you have been billed the exact amount for it. On your first day, as it was only an ½ day, we couldn’t order it in advance and we prepared them with you at the reception. It took about … 10mn maximum. In conclusion about ski passes, you haven’t been “robbed” for any cent. (I double checked your invoice before writing this comment and the only difference I spotted between what you ordered and what your paid was 11.50€ corresponding to the insurance of the ski passes).

I remain at your disposal for sending you the copy of your invoice and the copies of the ski passes invoices to double check if you wish.

It is true that on the 2 nights you stayed at the hotel, you only had breakfasts once and it was charged for both days in the computer. As soon as you told us about it, it has been deducted of your invoice before you paid. We do apologize for this mistake.
If you lost 2 hours of skiing on your last day, I’m not sure it is because of your check-out but maybe because you forgot your ski jacket at the hotel and the fact you had to come back to pick it up. The receptionist tried to call you 5 times to let you know about it and finally sent you an e-mail (at 10 a.m.) …

If you wish to have more information or discuss more things (in private, rather that on Tripadvisor), please feel free to contact us.
Best regards

Gautier Houssin
Manager