Hotel AC Baqueira Ski Resort, Autograph Collection — Hotel in Naut Aran

This trip was our first family ski trip and AC Baqueira was perfect. Our Spring Break this year coincided with my wife's birthday and my son's birthday. I called ahead to ask if they could do something special for my wife's birthday and son's birthday. We have Celiac disease and can't eat gluten.||Gloria in guest relations talked to the chef and they made my wife a delicious gluten free chocolate tort. 2 days later in a different restaurant inside the hotel, my son was presented with a gluten free cheesecake. It was the most delicious cheesecake we have ever eaten.||We ate at Raclette and 4 Valleys and the food was delicious in both restaurants. The food in the SnoBar is also good. ||It was hard to find the entrance to the hotel because it is up a hill behind a wall and there are no signs. However, as soon as I turned into the loading area, we were met by Tomas. He took our skis to our locker, our bags to our room, and parked our car.||Gloria met us in the lobby and confirmed our dinner reservations for my wife's birthday. She gave me a WhatsApp phone number to contact her if I needed anything.||When we got to our room my wife said, "They were treating us like we were movie stars. Why were they being so nice to us?"||The hotel itself is fine in everyway. It was clean, the beds were comfortable, etc. The breakfast is next level terrific. They offer a ton of gluten free food options and their servers understand celiac disease. It is a very convenient, easy walk to the slopes.||However, what makes this hotel stand out to me was the terrific service we received...

This trip was our first family ski trip and AC Baqueira was perfect. Our Spring Break this year coincided with my wife's birthday and my son's birthday. I called ahead to ask if they could do something special for my wife's birthday and son's birthday. We have Celiac disease and can't eat gluten.||Gloria in guest relations talked to the chef and they made my wife a delicious gluten free chocolate tort. 2 days later in a different restaurant inside the hotel, my son was presented with a gluten free cheesecake. It was the most delicious cheesecake we have ever eaten.||We ate at Raclette and 4 Valleys and the food was delicious in both restaurants. The food in the SnoBar is also good. ||It was hard to find the entrance to the hotel because it is up a hill behind a wall and there are no signs. However, as soon as I turned into the loading area, we were met by Tomas. He took our skis to our locker, our bags to our room, and parked our car.||Gloria met us in the lobby and confirmed our dinner reservations for my wife's birthday. She gave me a WhatsApp phone number to contact her if I needed anything.||When we got to our room my wife said, "They were treating us like we were movie stars. Why were they being so nice to us?"||The hotel itself is fine in everyway. It was clean, the beds were comfortable, etc. The breakfast is next level terrific. They offer a ton of gluten free food options and their servers understand celiac disease. It is a very convenient, easy walk to the slopes.||However, what makes this hotel stand out to me was the terrific service we received...

Not a very pleasant stay overall. This simply isn’t a 5-star hotel. I would recommend staying next door instead.

The service we received was very poor. Here are the main reasons:

Room Conditions: We booked two duplex rooms, and both had a persistent sewer smell in the bathrooms throughout our entire stay. I notified the staff, but the issue was never properly resolved.

Food Quality: The food was well below average—especially disappointing by Spanish standards.

Decor and Cleanliness: The decor and finishes of the hotel fall far short of 5-star expectations. The overall feel is outdated and unimpressive. The spa, in particular, was filthy and clearly not maintained to the standard you'd expect from a luxury property.

Loyalty Program Issues: Despite spending a significant amount on this family vacation, my Marriott Bonvoy points were not credited. I had emailed ahead of time asking for the points to be added to my account. Instead, they were supposedly applied to my "brother's account"—even though he didn’t pay for the stay and doesn’t even have a Marriott account. After several follow-up emails, I was told to contact Marriott USA, to whom I provided all the receipts and documentation. Still, the points have not been credited.

A very disappointing experience with Marriott Baqueira—and with...