Pierre et Vacances Residence Atria-Crozats — Hotel in Thonon-les-Bains

Reception staff are terrible, really rude and cannot / do not know how to handle customer issues / escalations. They become very defensive, aggressive and argumentative.

Late check-in at 8pm, no apology. Meant to be able to check in at 5pm. But rather than apologising they just became pedantic over the wording, "from 5pm", which apparently did not mean we should expect to be able to check in at 5pm but that it could be at any time during the course of the evening. Not ideal when you have already been to the supermarket whilst waiting and have 10 pieces of luggage in an unlocked luggage room (accessible externally), rented skis that you have had to collect before the hire shop closes .... reception staff refused to give us any guidance on when we could expect to be in our apartments.

On check-in day there was a group of cleaners who were drunk, one was so drunk they were falling into lifts with customers. Perhaps this led to the delay ?

We asked to speak to the Manager but he hid at the back of Reception.

Our apartment was a really good size for family of four. The bathrooms were clean. There was a lot of dust in the living room. The kitchen is equipped well enough for our needs. The balcony was brilliant with great views. The dishwasher doesn't work well.

The apartment location is fantastic, ski in & ski out. A little tricky to get little ones to ski school on the first couple of days but once they have mastered their balance it's not too bad.

The boot room heaters did not work during the entire week so we had damp boots and helmets every day and also misty goggles (until we realised and took goggle upstairs to dry).Did not see anyone trying to fix them.

Ordered bread with reception and we did not get it but were charged for it on check-out.

Before you check out you have to take off all your bedding and put in a bag and clean your kitchen - this does not reflect a 4 star...

Brilliant ski hotel. Simple, clean, well set up and great value for money. The beds were really comfortable - even the sofa bed that we as adults slept on. Great storage even within the main lounge, so could put all clothes and bits away. 1 bedroom + 1 sofa bed, worked well for us as a family of four, wasnt huge but was ample size and well laid out. We were on first floor and it was really quiet, couldn't hear people in the rooms above or next door. so never got disturbed. The reception staff were super friendly and helpful, answered questions via email prior to arriving, organised vouchers for us to cover the cost of the transport from the avoriaz welcome point to the hotel (as Avoriaz is a car free town). Spoke fluent english and put up well with my french speaking. The ski-in/ski-out worked well - there is a small track to follow to ski back into the hotel - either from getting the Tour, Prolays or the Brochaux lifts - the Tour lift can take up to 45mins to get through the queue and up to the top, so one to note, but if you're on that side or need to ski down to go up to ski back in its the only option so is a bit annoying - feels like another lift would be helpful. Alternatively from the centre of town there is covered walkways with stairs and escalators (generally working unless an idiot decides to be funny and press the emergency stop buttons), so you can head back up via this too, but also makes it easy access to town on an evening as a 5 min walk down the stairs. Overall, great place with...

We had a decent stay at Atria-Crozats, it is in a good location for ski in/out although not the closest to shops and bars etc.

The rooms were modern, and well equipped with hairdryers, soaps and kitchen kit, probably a little above average for a ski apartment. The bedding was thin as many reviews say though the heating is set at 19c so the place is definitely comfortable. A couple of problems were the bedrooms weren't cleaned well and a general cheesy smell was present throughout our apartment but no deal breakers.

Ski lockers were okay, a little small as we had the apartment for 7 and with broken boot stands not really enough space for all our skis, boots and poles. One big problem was the small corridors that got very crowded in the morning with everyone putting on boots etc, they really could do with a larger space.

Although the website talks about the spa and sauna this isn't free and has to be booked at reception and is overpriced.

The reception and service was poor, when I tried to contact after the stay due to a problem with the deposit they didn't reply to my email, and when I phoned they promised to email me which they didn't. Eventually I got this cleared up after contacting my travel agent, who then chased up the reception but the lack of communication and the fact that the UK number is premium rate is very...