We have been to Hotel Val des Neiges for the past 3 years now with my wife and young daughters, once in Jan and once at March break. Unfortunately, the hotel is going downhill every year.
Firstly, a real hotel should have an inroom safe and a fridge packed with atleast softdrinks and snacks. No safe, no fridge. Fine. OK, more like a motel.
We used to have comfortable beds but the hideaway bed in the Mezzanine is unbearably uncomfortable for adults and even young kids. It is impossible to regulate the temperature so that it is comfortable both upstairs and downstairs. When it is OK downstairs, the loft becomes a sauna. The advantage of the Mezzanine is a larger surface area and 2 television sets.
There used to be a buffet supper AND à la carte choice but no more. The food used to be 4 star but is now a quantum above fast food. The à la carte service at the restaurant was so bad last year that we decided to order only room service this year since the buffet was cancelled. Atleast with the buffet we could have had decent food and decent service (decent service since we were serving ourselves except for coffee and the bill for which we were still dependent on the overworked restaurant staff)
There used to be free coffee/hot cholocate and fresh cookies at 5pm every afternoon in the lobby which was great for the kids and there used to be a fire going constantly in the evening in the lobby foyer. No more. The lobby is now a cold and uninviting place. No one sits there to read or chat anymore. This place has lost its quaint and cozy soul. Real pity. It used to be a warm and enchanting family place.
We arrived back from our last day of skiing at Le Massif to find no hot water. Remember, this is January in Quebec. We were told by the serviceman that it would be up and running in another 20 minutes. After 20 minutes, the water was still cold. We had to call the front desk to ask and it was only then that we were told the hot water heater was defective throughout the hotel! What, are we in Punta Cana? Fortunately, the front desk became more accomodating and understanding after they detected some disatisfaction in my voice and repeated calls, and got us a warm shower.... in the next building. We had to walk outside in the January temperatures to take a shower in the changing rooms of the condo's pool next door. The receptionist at the condo was not pleased to see us. We were made to feel like unwanted immigrants.
Upon our return to our room, we ordered room service. The room service order took over an hour to get to our room. Apparently everyone had ordered at the same time.
Then the toilet broke in the middle of the night so we could not flush it. Fortunately, I managed to remove the top of the toilet and manually pull the cord to flush the toilet.
The people working at this place are very nice and friendly. Unfortunately, the place has been left to deteriorate by the owners and no amount of hospitality can make up for lack of hot water in the winter. I only have the highest regard for the staff and Ms Joannie Marcoux at the front desk. I wish I could write a better review but I hope this letter helps to turn things around for this hotel. We have had fun memories in the past here and it is very sad to see things have deteriorated so much.
There are other choices in the vicinity and I would encourage people to look elsewhere to compare and come up with their own enlightend choice.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
17 January 2011
First of all we’d like to thank you for taking the time to send us your comments. We will be doing the necessary follow-up regarding your recent stay at l’Hôtel Val-des-Neiges between Sunday January 2th and Wednesday January 5th.
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I would like to bring to your attention that we have a guest services agent at the front desk 24 hours a day and that unfortunately; we did not receive one call or visit on your behalf except for the hot water incident that you mention in your e-mail.
You can find vending machines in different areas of the hotel and like many other big 4 star hotels, we provide security boxes at the front desk, free of charge. The comfort of the room is kept at 18 degrees during the summer and 20 degrees during the winter season. Every room has an individual, easy to regulate control panel. We have rarely received such negative comments regarding this matter and our staff, when made aware of the situation, is always very prompt to insure our guests maximum comfort.
The buffets or menus as well as the service offered during the festive season is always well appreciated. You mention the absence of the buffet service during your stay. This buffet was available between Thursday December 23rd and Saturday January 1st, at which time we were sold out.
The free coffee and cookie service offered in the lobby was still well appreciated between December 23rd and January 1st, like it always is year after year. Regarding the lack of hot water, this is in fact a regrettable event. The staff did intervene in a very effective way by offering our guests the use of the facilities at our nearby hotel partners. Our other guests appreciated the attentive gesture and all of the attention provided by our neighbours who always treat our guest with much respect and curtsey.
We guarantee our room service for food or beverages within 40 minutes of your call. After verification, we realize that the 40 minute delay was respected. In the case of the malfunctioning toilet, our agents at the front desk could have assisted you with this matter within minutes.
Thank your for your kind comments regarding the efficiency of our warm and welcoming staff who take pride in offering the Group Dufour 5 heart service. Be assured that our guests for the past 20 years have and will continue to appreciate the warm and respectful approach our hotel professionals care for our guests.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC