Pure Montagne Resort & Spa de Saint-Martin-Vésubie — Hotel in Nice

This is not a resort. It's a holiday apartment complex where you can purchase dinner (an extra ~€100 pp), breakfast (€13.50 pp per day), breakfast (€13.50 pp per day), access to the spa (€55-90 pp just for access) and massages (€100+ per massage, and does not include spa access). This "easy jet" model made it a terrible experience for us. I would have preferred to pay a higher price per night and get free breakfast and access to the spa than pay €191 for the appartment and get charged every time I want to do something. The staff kept repeating that the restaurant, spa and holiday apartments are separate businesses, so you need to keep paying each unit individually. Quite frankly.. the legal structure of their business is not the customer's problem. To a customer, this should be one smooth experience across all establishments. Other areas for improvement: There was no guidance from the receptionists on things to do during this stay.. at a supposedly 4* "mountain resort", you would expect to be greeted with questions such as "what are you planning to do during your stay with us? Relax, spa, skiing, hiking? Would you like some recommendations of things to do in the area?". We had none of that.. Staff was a mixed bag, some really nice and helpful, some quite rude and grumpy Room was missing basic kitchen things, like sponge and fairy soap, kitchen roll, cutting board Restaurant menu doesn't change every day so unless you're prepared to eat the same thing every evening, best to do other bookings or plan to cook. Food at the restaurant was okay but not mindblowing and not all in season. We went to the Auberge de la Roche in Valdeblore only 20mins drive away during our stay, and that was a spectacular experience; highly recommend) Price for the spa is shocking; €55 for an access to 2 jaccuzi and 2m2 steam room with showers.. you don't even get given a robe and slippers. The views are nice but not worth that price. Massage was fine, but no complementary access to the spa before/after the massage, which is the first time I ever see this. Extra for the dog was €22 per night but the property didn't include any dog bowls, treats or dog bed, which I've seen when hotels charge above the €15-20 range per night There was a group booking during our stay, so it seems every time we wanted to sit somewhere or book something, we couldn't because it was booked for the group. I really felt we were not important guests to the hotel compared to the group booking.

As a guest, I felt exploited. We spent a total of €1142 over 3 nights and our experience was quite negative relative to what we paid. I get that profits are important for any business, but at Pure Montage Resort, it felt like everything was about profit. I would strongly recommend investing is a full time employee with the right experience in hospitality, who's full time job is to think about customer experience and have that person incentivised by the amount of repeat customers.

This is 3* and not 4* to us, and we will not return unless customer experience is drastically...

Clean and nice suite and excellent location, but overall very confusing hospitality concept.

We knew this was a residential hotel, which is what we wanted, but it is NOT a resort (or really a hotel in any sense of the word). Guests must pay to use the spa. There is no pool or any other communal spaces typical of a 4-star resort. Moreover, the “fully equipped” kitchen did not have a single cooking knife (nor cheese grater or garlic press, which feel like very simple kitchen essentials). When we asked for a proper knife to cook with, they brought us a steak knife. No housekeeping, not even to empty the trash bin or restock the toilet paper or dishwasher tabs (when we asked for toilet paper, they brought us one roll; when we asked for dishwasher tabs, someone showed up with towels and seemed extremely annoyed they needed to come back with dishwasher tabs…). I knew there wasn’t daily housekeeping, but for a four-star place, I thought they’d at least come once every three days. The suite was super clean, except for the fact that the floors have clearly never been mopped; my white socks turned brown after walking around for an hour (but there was no dust or hair in sight).

You have to turn on the TV for your wifi code, but the TV/remote was broken so you can’t turn it off (or even clock a button or change the channel if you actually wanted to use it as a TV) without cutting off the electricity from the room for a few mins. The wifi doesn’t work at all; it kicks you off every five minutes and is as slow as a snail when you manage to get connected.

Also, they advertised everywhere that there was a complimentary bike washing station, but when we asked to use it, we were told it’s broken.

When we asked for a late checkout, we were told it would be 70€ (!!!). I’ve stayed at many four- and five-star hotels and have never encountered anything like that. If there is availability, a late checkout is always complimentary.

That all said, the bed was comfy, the bathroom was extremely spacious, and the balcony was well-equipped for dining and lounging. Other than the missing essentials mentioned above, the kitchen was well-equipped. It was a very enjoyable place to spend time.

Overall: this is a great place if you want a reliably comfortable, well-furnished holiday apartment. Do not stay here if you want the amenities of a four-star...

After check in we were shown directions to our chalet via a map and told we could park outside, there was no parking out side the chalet, so had to carry heavy bags to the building. Our door card allowed access into the building but not into our apartment, I was told that reception would issue another card and we could come and collect it, I asked for it to delivered, reluctantly the receptionist accepted and it was dropped off 5 mins later, with no apology. |After being in the chalet 10 mins we realized the heating was not working, I called reception who told me an engineer would visit within 30 mins, 40 mins later I called again and was told someone was coming. 30 mins later a young man arrived, he looked at the system for 5 mins and told me he’d reset it but wasn’t sure it would work. |30 mins later still no heating so I went to reception and asked what was going to be done to rectify the problem, they said they had no other chalets vacant and would refund us our breakfast! I told them this was not sufficient , my wife is pregnant and my son had recently recovered from a chest infection and we were using the oven to heat the living room! The receptionist then offered to email the manager which I agreed to asking to be CC’d on this. |The following morning I was informed we would be reimbursed 30% of our payment which I thanked them for. Now 1 week later I have received 40 euros ( not even the cost of our breakfast) which we never ate as we just wanted to get away for this terrible place. |I’ve stayed in many many chalets and hotels and this establishment eclipses any I have stayed as the worst I have visited, this is in fact my first ever complaint on TripAdvisor. A...