Hôtel Spa Au Cœur du Village Relais&Châteaux — Hotel in Annecy

5* Applause||Location, location, location - very close to the vibrant village square, restaurants and ski lifts (and short walk to the bus station - on departure we were told we could order the hotel transfer minibus to the bus station, which we did, great service). ||We were greeted by a very lovely lady on reception - we were offered a welcome drink and taken on a hotel tour. Hotel is chic and modern with that traditional edge.||The bar manager oozed 5* service & style and the bar staff were also very welcoming. Drinks were very expensive, but the bar nibbles were exquisite. It was very quiet in the bar, with little to no ambience - despite the hotel apparently being full. Perhaps the price of the drinks puts guests off, it certainly made us all go elsewhere during our stay. I would recommend rather than a welcome drink on arrival (which being a cold drink was a bit odd in a ski location and it had to be drank immediately), offer guests a complimentary drink voucher (glass of local wine maybe) to use at the bar to try and encourage more custom/atmosphere. ||Spa was nice, pool water warm enough, nice sauna and steam room and the booking system I felt worked well. It was not at all overcrowded on the two time we used the spa.||Very nice ski room, maybe the best I have used (equipment hire a lot more expensive than Intersport but guests of the hotel can still use the great facilities). ||Our room was nice but very small and not a lot of thought where to hang or store clothing. A few more wall hangers would be good, it’s nice to have somewhere to hang the ski gear as well as coats!||3* Aspects||I was very disappointed with the breakfast situation. On our first day down for breakfast, we were left to work things out. We had to find our own table then guess if we had to ask for tea/coffee. After 4 x breakfasts im still not sure.... We felt like we were an inconvenience to the waiting staff, only once in the entire stay did a staff member check we had all we needed - the rest of the time we had to request service. Even the manager barged across my husband’s path, without as much as a nod of acknowledgment. The hot food was not that hot, sausages anaemic on 3/4 days, fresh loafs were often not replenished and to top all this the only type of egg was sloppy, cold scrambled eggs. I dislike hotel scrambled eggs, especially buffet style. It may sound odd, but I really look forward to holiday breakfasts and eggs - I asked for 2 poached eggs and was told I would have to pay an extra 8 euros! Really! Sure enough on the table was a SUPPLEMENTARY egg menu, and prices varied - for poached, fried, omelette or boiled - very poor. If you don't like eggs, and like small hard bread rolls, the rest of the cold food was fine - fruit, cakes, cold meats, and cheese aplenty as you’d expect from a continental breakfast, just rubbish eggs.||Back to our room - we had to ask for the daily coffee and shampoo to be topped up (twice). One day we got back to find the cleaner had left dirty cloths and cleaning items in the room. Also, the fridge did not work.||Overall, when you have paid what this hotel charges you do expect more so expectations are high. A few months earlier we stopped at the 3* Hotel Carlina and I have to say whilst that is a 3* hotel in terms of decor, the service (and breakfast) was very much 5* ||We love La Cluzas and will be back next season, but I would probably not go back to Au Coeur, at least until I was sure things had improved and you are fully receiving what you would expect and have paid for. Had expectations not been so high, the score I gave today would have changed from poor to average. I will keep an eye on the reviews for now, but there are plenty of other...

We stayed here in March 2023 as a party of 14 adults.||||Superb location in the heart of the village (hence the name of course!) and very near the main lifts||Welcome from the team was excellent.||||Rooms were generally very good, with a couple of smaller exceptions I would say for the price.||||Breakfasts were nice but I should say that the hot breakfasts were cold on all 4 days despite telling the manager he needed to turn up the hotplates. Apart from that the rest of the breakfast was lovely and beautifully presented. You do have to fend for yourself though which was a little surprising for a Relais & Chateau hotel..||||The Spa was nice although perhaps not quite up to the standard one might expect of this type of hotel and for the money. Clean and everything worked though.||||The bar was rather soulless we found, and in somewhat of an open hallway which didn't make for the best experience. We only used it once for this reason.||||We ate in the restaurant (downstairs) on one night, and boy are we glad. It was a disaster, such that we only had one course and left. They insisted we had a set menu which only gave us 2 options per course and it wasn't cheap. We asked to be given the A La Carte menus as per all other guests and after a biggish battle they agreed. The food was not great, and very expensive. The wine came late and some after the meal had ended so we returned it (they said sorry but they had forgotten..). The A La Carte menus came out for desert but were quickly collected again and the set menus delivered. Again we had a battle to request the fuller menus which eventually after a great deal of hassle they agreed, but on balance we had seen enough and left.||||I met with the manager the next day to share our experience which he was mortified about. He did say that parties of 14 would normally only be offered a set menu but they had never told us this prior to booking. I offered him the chance to in some way compensate us but sadly for them they did not.||||We would never eat here again as the food and service around the village was REALLY great compared to this experience. What a huge shame as they could have handled this so much better, or even apologised and given us something to show they really cared. ||||I am not convinced this hotel should have the R & C badge on the door given our very disappointing experience. We have stayed at many R & C hotels and this sadly doesn't come close. The facilities were good, and the staff...

On a réservé une nuit à l’hôtel via Voyage privé pour le 15 décembre (jour d’ouverture) et ça a été une CATASTROPHE

FUYEZ aussi loin que vous le pouvez.

J’ai choisis cet hôtel parce qu’il y a un spa, je réserve pour 18h00, arrivé au spa la piscine et le jacuzzi était froid (la directrice nous a confirmer que c’était bien à 29 degrés alors que son employée à l’accueil du spa nous a bien dit qu’il y avait un « problème technique » et que la piscine serait chaude demain sauf que nous partons le lendemain donc impossible de profiter du spa)…

Les problèmes techniques peuvent arriver, je me dis donc que je vais allez dans ma chambre me faire couler un bain pour remplacer le spa. MAIS, la baignoire était cassée, et l’eau s’écoulait quand même, même avec le bouchon fermé.

À force d’accumulation, j’appel l’accueil pour leur expliquer le problème et demander de changer de chambre (hôtel plein apparement donc impossible), ils « m’envoie » quelqu’un pour gérer le problème. 5,10,15 minutes, marre d’attendre je descends à l’accueil et on m’appel la directrice.

Pour commencer j’ai eu l’impression d’être juger de la tête au pieds avec son attitude méprisante et hautaine, et elle n’assumait pas l’histoire du spa. Madame nous a bien rappelé que nous avons réservé par voyage privé (comme si c’était déjà bien d’être dans son établissement à prix réduit), mais j’estime que c’est votre choix de vous mettre sur ce genre de site, vous devez donc en assumer la responsabilité et traiter vos clients de la même façon.

Ensuite elle monte dans la chambre pour essayer de réparer la baignoire, et nous dis en rigolant qu’elle n’as pas réussi parce qu’elle n’est pas plombier. La directrice de ce « GRAND HÔTEL » nous a donner comme astuce de mettre un gant de toilette pour bloquer la sortie d’eau (je me demandais si j’étais dans un 5 étoiles ou un Formule 1)

Il y a aussi la cafetière qui fuyait, pas de cendrier sur le balcon et des disques de ponceuse poser la (oublier par les ouvriers) suivant de la blague de la directrice « ahah c’est pour que vous terminiez de poncer ».

Madame, essayez de détendre l’atmosphère est une chose, par contre quand vous voyez que vos clients sont au bout du rouleau, que vous ne pouvez pas leur proposer de solutions, que vous leur gâcher leur seule soirée dans votre établissement, un conseil n’essayez pas de faire de blague.

Pour terminer si nous allons au bout des détails, la vue de la chambre est droit sur le parking

Les buses de la piscine fermée, le pediluve non fonctionnel, l’espace « détente » avec du thé à disposition sans cuillère si on souhaite mettre du sucre, et même pas foutu de mettre une horloge à l’heure (vous êtes toujours en heure d’été)

Je ne comprends pas comment vous pouvez avoir autant d’employés dans votre établissement et avoir autant de chose mal faite

Quand vous m’avez expliqué pourquoi la chambre était dans cet état c’est parce que c’était des chambres ouvertes à la dernière minute pour ouvrir à plus de personne, sauf que nous avons réservé 3 semaines à l’avance.

Sans parler du ménage qui est à revoir également.

En bref, nous avons passée une soirée qui devait être une soirée détente pour couper de mon travail, et finalement nous avons passé la soirée à attendre les employés pour ci, pour cela, attendre des réponses et des actions, tout les aller retour dans la chambre et ce bazar c’est terminé à 21h00.

Très déçu alors que vous pourriez faire quelque chose d’incroyable avec les locaux que vous avez (l’inspiration chalet et les détails à l’intérieur sont très beaux), et le petit déjeuner est très bien.

Merci à Patricia qui nous a accueillie et fait visiter les lieux et qui c’est également occupé de nous pour le départ (seule personne de cet établissement que nous avons côtoyer qui avait l’air gênée par la situation et qui était aimable et gentille).

Merci aussi pour votre geste commercial de nous avoir offert la nuit pour mon chien ainsi que le parking, mon but n’étant pas de mentir pour vous faire une mauvaise pub, mais plutôt d’en informer votre...