Pierre & Vacances Residence Antares — Hotel in Thonon-les-Bains

Booked through Booking.com, we chose this apartment as photos on Booking.com suggested it was part of the Pierre & Vacances group who we have used before and liked. The apartment did not come with linen and towels so we paid €70 to rent them.||||Arriving at the apartment we found our keys in a lock-box and gained access. The apartment was small, dirty, and mould was on the ceiling of the bathroom; it was cramped. We could live with this as it was cheap and all that was available for the dates we wanted.||||There was no bed linen or towels in the room. We phoned the number provided and were told that they would be provided in a couple of hours. We accepted this as we had arrived early. We headed out to sort ski rental and passes. After returning a couple of hours later we found that there was still no linen or towels. We called the number again to be told that “they had run out” and that none would be provided at all for the duration of our stay, one week. We were told to visit other hotels nearby and ask them if we could help. Residence Antares refused to help. They refused to source linen or towels and provided zero assistance. We visited a nearby Pierre & Vacances property and asked them to help. It was only then did we realise that the apartment we rented was not actually part of the group. Pierre & Vacances apparently own the building but this particular apartment was privately owned…… They too refused to rent us linen or towels. We tried to find some in the local shops, nothing! ||||We were travelling with a 10 year child and so clean bedding and towels are important. Residence Antares REFUSED to help us.||||It was not viable for us to stay in this apartment. We could not let our young child stay in the dirty place. We checked into another building and did not stay a single night in Residence Antares. ||||RESIDENCE ANTARES SAY IT WAS OUR CHOICE NOT TO STAY IN THEIR DISGUSTING ROOM AND SO THEY WILL NOT COMPENSATE US.||||We had a lovely holiday DESPITE the horrendous first few hours. ||||I would implore you to...

Booked through Booking.com, we chose this apartment as photos on Booking.com suggested it was part of the Pierre & Vacances group who we have used before and liked. The apartment did not come with linen and towels so we paid €70 to rent them.||||Arriving at the apartment we found our keys in a lock-box and gained access. The apartment was small, dirty, and mould was on the ceiling of the bathroom; it was cramped. We could live with this as it was cheap and all that was available for the dates we wanted.||||There was no bed linen or towels in the room. We phoned the number provided and were told that they would be provided in a couple of hours. We accepted this as we had arrived early. We headed out to sort ski rental and passes. After returning a couple of hours later we found that there was still no linen or towels. We called the number again to be told that “they had run out” and that none would be provided at all for the duration of our stay, one week. We were told to visit other hotels nearby and ask them if we could help. Residence Antares refused to help. They refused to source linen or towels and provided zero assistance. We visited a nearby Pierre & Vacances property and asked them to help. It was only then did we realise that the apartment we rented was not actually part of the group. Pierre & Vacances apparently own the building but this particular apartment was privately owned…… They too refused to rent us linen or towels. We tried to find some in the local shops, nothing! ||||We were travelling with a 10 year child and so clean bedding and towels are important. Residence Antares REFUSED to help us.||||It was not viable for us to stay in this apartment. We could not let our young child stay in the dirty place. We checked into another building and did not stay a single night in Residence Antares. ||||RESIDENCE ANTARES SAY IT WAS OUR CHOICE NOT TO STAY IN THEIR DISGUSTING ROOM AND SO THEY WILL NOT COMPENSATE US.||||We had a lovely holiday DESPITE the horrendous first few hours. ||||I would implore you to...

😊: The location of this property is wonderful because of the magnificent view.. 😢: I have stayed in this same residence several times before but this was definitely the worst experience so far. It started with Maeva moving the reception desk from the residence itself to the town centre which means additional work and time lost for the customer just so Maeva can save a few Euros. When I finally found the Agency, they let me know that my apartment wasn't ready (at 5 pm after my 9-hours drive) and expected me to wait out in the cold with my friend and all our luggage because the baggage storage at the unloading station was already closed. When we wanted to wait at the Agency in the warmth, they were extremely rude and tried to make us go out in the cold. When we finally got the apartment, we found out there is no water. They kept telling us that the whole town was out of water but that wasn't true. For 3 days we could not use the shower or the toilet normally, because we only had water sometimes during the night but not in the morning or in in the evening when we most needed it. On the third day I finally managed to contact the Agency about the problem (because they were closed for the weekend with no available emergency contact), all they told me that they know nothing about the problem, they had no information but most of all i kept hearing that it's not their fault. They didn't want to make any inquiries as to what is happening nor did they organise any emergency water supply so that we could at least flush the toilet with something. After a while, they stopped listening to me and even hung up the phone. Extremely rude. I tried contacting Maeva central office but they only answered that the water came back during our stay (on the third evening though) so that was it for Maeva. No discount or compensation offered and nothing. I felt like I was visiting a third world country and not a distinguished holiday resort. It ruined my...