The service is horrendous, the television in the dining room stopped working and they blamed us for having broken it because they had supposedly done an inspection, unfortunate service, the rooms are good but there are no good views, the only good thing is the views from the outside, I do not recommend it at all.
Upon arriving at the apartments, the first thing we heard at reception was that practically the entire complex was empty because it was the end of the season. Even so, they told us that we would not be able to access the apartment or leave our luggage until 5 p.m. Although we understand that the apartment may not be ready, it would have been helpful to receive a little more flexibility considering the low occupancy.
During check-in, several problems arose. They tried to charge us fees corresponding to a person who ultimately did not travel, and also required a deposit of €200, of which we were never informed when making the reservation through Atrápalo. We did not receive any prior notice from the accommodation, nor was anything stated in the confirmation. When communicating this at reception, the worker insisted that it was indicated, but when she showed him the reservation documents, she acknowledged that it did not appear. Despite this, the deposit was still charged to us. We were not provided with any proof until we expressly asked for it, which, together with the numerous negative comments from other guests about the return, generated a lot of distrust in us.
Another point to highlight is that the accommodation provides a sheet indicating some departure rules: remove duvets and sheets, take out the trash, clean utensils, among other tasks. Although we understand that it is an apartment, we believe that for a stay of only one night - after a day of skiing in which you are looking to rest - these demands are excessive. Of course, we comply, although we do not understand why the guest should be in charge, for example, of removing the duvets, a task that is part of the cleaning service.
Most worryingly, there are many other important rules that are not adequately communicated. For example, in our case, since we had to leave very early, no one told us where we should leave the keys. We later found out that losing them involved a €70 penalty, something that should be clearly explained from the beginning. We had to constantly ask questions to find out everything, and many of those things, if we hadn't known, would have resulted in significant additional charges. Yes, it is true that they provide a sheet, but the information is minimal and key details are missing.
Regarding the treatment received, unfortunately the experience was not positive either. The receptionist was especially rude in her attitude towards us. We can understand that our reaction was somewhat firm, but we also believe that it was understandable, since a considerable deposit was required from us without prior notice, and at first they even proposed to leave it in cash, when we had already notified that our departure was at 6 in the morning. When we asked how they would return it to us in that case, they couldn't give us a clear answer. All this gives the impression that they do not have defined procedures or professional customer service.
In conclusion, although the price may be attractive, we believe that the experience leaves much to be desired. There is a lack of transparency, clear communication and more empathetic attention from staff. We recommend considering other options with better management and closer to the slopes. An accommodation should not generate more worries than comfort.
Very bad experience in this aparthotel. From the first moment, the attention left much to be desired. As soon as you arrive, they force you to give your credit card and pay a deposit of €200, without clearly explaining how and when they will return it to you.
Check-out was just as unpleasant. At no time did they tell us if everything was fine or if they would return our deposit. They made us feel like we had done something wrong, when we simply went to spend a few quiet days enjoying the snow without causing any problems.
The worst came later. When we returned from the trip, no one contacted us to inform us about the return of the deposit. It took them 15 days to return it and, to make matters worse, during that time strange charges began to appear on our bank card: several meaningless charges and returns, which gives a very suspicious feeling. Additionally, we have friends who stayed here and have not yet received their money, so they have had to take legal action.
On the other hand, the clerk at the reception, of Latin origin, was especially unpleasant and disrespectful. His attitude was unacceptable, trying to intimidate people who come from another country to a new place. Treatment like this should not be tolerated in any hospitality business, and honestly, she should be fired.
In short, a place not recommended. There are many better options where they at least treat customers with respect and transparency.
Bad experience in this aparthotel. From the first moment, the treatment from the office clerk was terrible. He tried to overcharge us and told us that if we left the car on the street the tow truck would take it away and we would have to pay €600. Then we discovered that this only happens if it snows a lot and the authorities warn in advance, but it clearly scared us into paying for their very expensive parking.
The problem did not end there. When checking out, the same employee was unpleasant with the issue of the deposit. He did not confirm to us if the apartment was good or if they were going to return all our money. The person who checks the apartments did so aggressively, banging on doors and treating us in a very bad manner. We felt like we were criminals, when in reality we are workers from Madrid who only came to spend a few quiet days in the snow, without making any fuss or causing problems.
Finally, they returned the deposit to us, but in several strange transactions: they made multiple charges and returns with strange concepts, which gives a very suspicious feeling, as if they were laundering money or making shady movements with the bank accounts. From so many moves they make on you I no longer know if they took any money from me or not. Not recommended. Be very careful if you stay here.
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