Ski Solutions Ltd — Attraction in London

PROPERTY FALSELY ADVERTISED! DO NOT BOOK WITH THESE PEOPLE.

The booking experience for Le Penthouse Fleche (Val d'Isere) was great - speedy and efficient (booking reference 22896). That's where the good part ended. Upon arrival, the driver dropped us at a 3 star hotel. As he was taking the bags out, I pointed out that we'd booked a chalet and this couldn't possibly be the right place. I asked inside the hotel if anyone knew where our chalet was - no one did. We phoned Ski Solutions for additional directions and ended up being on hold for 20 minutes waiting for a French speaker to talk to the driver. After about 45 minutes of messing around, the owner of the property came to meet us and took us inside an unnamed apartment block with a small shared boot room between the 8 apartments! NOT a chalet at all!!! Furthermore, NOT ONE of the pictures we'd been sent of the property matched what we were given. We were furious.

The owner (who was lovely) then said she had a problem with the Ski Solutions people the week before and showed me an email she'd sent them telling them that they needed to CLEARLY explain to the clients that the pictures they were sent were NOT of the ACTUAL property. There were two top floor apartments in the building - when I inspected the other one, it became obvious that the pictures were not even from the same BUILDING. Also, Ski Solutions were charging 50% more than the going rate for the property. Even if you took out the flights and transfers, it was still several thousand more.

Not only that, they'd booked us on the 6am flight, so after the transfer, we had arrived by noon - only to find we couldn't check in until 5pm and couldn't get our skis until 4pm. Additionally, we couldn't have gotten into the apartment block without the access code for the door, which Ski Solutions had not given us.

When we phoned to complain, they were totally disinterested. My husband said we wanted to return to the UK immediately if they could not sort the problem out. And in the snottiest, most horrible 'we've got your money and there is nothing you can do about it way', the woman on the phone said, 'Well if you want to change your flights, there will be an extra charge for that.' Afterwards, we had complete radio silence from them until the day before departure, when I received a text saying our return to the airport time had been changed. There was no apology or follow up regarding their false advertising of...

To be candid, my brother and I both felt the holiday was incredibly overcharged for the experience we received, and we wouldn’t consider booking with your company again based on how things played out. Here’s a breakdown of where we felt the value simply wasn’t there:

We were hit with a €400 deposit without any prior warning right at the start of the trip, which set a poor tone.

The resort had almost no beginner slopes, which severely limited what we could do given our skill level.

Basic amenities were a real problem—there was nowhere to get breakfast, and everything was either unavailable or drastically overpriced (e.g. a poor-quality massage costing over €100 between us).

Our return transport wasn’t even booked until I personally chased it up.

Despite booking as brothers, we were given a room with a double bed—one of us had to sleep on the sofa.

The local transport system was not user-friendly, especially for first-time visitors.

The WiFi and TV in the accommodation didn’t work properly, and the hotel pool was underwhelming, with works happening during our stay and very limited space.

Hot tub facilities were poor, and the hotel staff were condescending and unhelpful throughout.

We didn’t receive our deposit back until we explicitly threatened legal action.

The nightlife was practically nonexistent, and the area had very few people our age—almost no non-French tourists, which made things feel quite isolating.

The journey itself was a hassle—our return flight was delayed multiple times and we were left waiting outside the airport for hours before even being allowed in.

The equipment provided wasn’t suitable—my brother was given skis of the wrong length and only found out with three days left.

Worst of all, the ski lessons were terrible—the instructor insulted my brother’s ability and eventually gave up on helping him entirely.

Given the total cost, we genuinely expected something much closer to a premium experience, but in the end, it was frustrating and disappointing...

Disappointing booking experience with this company. The key account manager, James River’s, seemed very knowledgable, however, throughout the sales process he did not provide a final proposal before taking the deposit. Timings of flights were changed from the original, and no real detail of the in-resort promotion of $500 credit has been formally provided despite being requested. ABTA recommend that a final written proposal should be given to clients before taking deposits, but this wasn’t done. The proposal with all details was only provided, after we had paid the substantive deposit. (Flights were different to what we expected, and ski pass money was just included in deposit, yet it wasn’t part of the deposit, the ATOL certificate and invoice had to be redrafted). We have paid for an annual IKON ski pass, and yet this has not been released, despite assurances from both James and the customer care representatives that this would be done. For a company which pride themselves on customer focused skills solutions, we are very concerned with our journey thus far. Be wary, and always ensure you get a formal proposal prior to booking with the company. Unsure why the Ski Solutions procedures...