Overall, the hotel estate and rooms are good: great location, nice view, and complete facilities. However, the hotel staff and services level is VERY WELL BELOW 4 stars hotel standards.
Please read details of highlighted experience during our stay
Arrival day
At point of arrival - we are not even sure when we arrived that we are the the front desk. There are not one help with luggage and the counter of reception is so high that I cannot even notice the front person.
At a check-in - we tried to ask for information about how to get to ski lift and maps. The hotel has no town map and not clear answer on where to go for ski: how to park, how to get rental equipment, etc.
2nd day
Breakfast - staff are very helpful and nice, but everything seem very rush. Not sure we can improve with more number of Staff during peak hours
Came back to the room - we arrived back at the room, but the room has not clean up. The staff just make a bed and do nothing else.
Spa services - the hotel has sauna, stream, and hot tub services. Very nice idea after a long ski day. Therefore, we have booked the slot on 3rd Jan at 6pm. We went to ski, leave the slope around 5, and back to hotel a little later than we expected (6.20).
We rush to make to our appointment and spa staff called us. Not speaking English very well, I only catch one sentence , “there is a problem”. I said, “I will go down to the spa to talk to you”.
I went down, and staff tried to explain in very bad tone. Here was the ke