I stayed at this hotel with my husband for two nights at the end of December 2007. The hotel was not particularly interested in our having an enjoyable stay. There were a number of incidents which illustrated this (for example, the staff and managers exchange the details of their hangovers within hearing distance of the restaurant patrons, and no one would take our breakfast order because the waitress responsible for our section was a rather lengthy break and no one was covering for her), but I've detailed the two reasons I've given this hotel a "terrible" rating below.
Firstly, they claimed that we had only booked for one night, when we had definitely booked for two. Even after acknowledging that we couldn't possibly have booked for only one night - because there is a two night minimum at that time of year - the hotel never admitted that this was their error or even apologized for the inconvenience. They said that we would have to move rooms on the morning of the second day because the room we were staying in on the first night had already been booked by someone else. No attempt was made to make arrangements for us to stay in the same room on both nights. They did offer that we had the choice not to stay there if we didn't like it. Very helpful.
Secondly, they lost our luggage. When you stay at this hotel, which is on the ski hill, you park your car at the bottom of the mountain and ride a gondola up to the ski hill and hotel area. You leave your luggage with hotel staff at the bottom of the mountain and they send it up to your room so that it is there when you check in after a day of skiing. They say it is "guaranteed" to be there by 4 pm. When we arrived in our room at 4:30 pm, my husband's luggage was not there, although mine was. This meant that he had no swimsuit (so we couldn't use the hottub), no shoes (having only ski boots with us), no toothbrush etc. How they managed this (other than through pure laziness) I'm not sure, because the bags that made it to the room were clearly tagged 1 of 3 and 2 of 3, so the person delivered the bags should have noticed the third bag was missing. Our first three calls over the next 2 hours were essentially ignored - we were told it was "on its way". A call to the front desk at 7:30 finally prompted someone to check a list to see if the bag had ever arrived at the hotel - I still don't understand why this step wasn't taken the first time we called some 2 and a half hours prior - and determined that it didn't. It took two additional calls (both times we were assured certain actions would be taken and we would be called back in 15 minutes, and they never did call back) and two visits to the front desk for the bag to finally be discovered - at 9:30 pm. We still don't know where it was and never received any apology or explanation.







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Location (e.g., convenience, views)
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