Skiworld — Hotel in London

On this occasion i felt this was an exceptional circumstance where the standard of service has been shocking. There was a catalogue of problems which it was clear that no one was taking ownership of nor did we get communication about the issues raised.

The rooms were very basic and small and pokey!

We never had any tea or coffee made for us, at breakfast or at any other point, The plates were never warmed for our breakfast or dinner making our meals cold very quickly, except on one day when someone different served breakfast. We complained about the temperature in the room for 4 days as the radiator didn't work, then on the 5th night a oil heater was left outside our door to address the situation.

We complained about the smell of sewage in our room (5) on arrival at the same time as the radiator and it was clear that our complaints weren't being taken seriously and despite complaining every day the smell was ALWAY present which meant it was very unpleasant returning to our room and apparently skiworld were already aware of this issue of sewage.

One of the days when I came back from skiing several people said they had had to have a cold shower, and when I waited for the water to heat up there was still no hot water, however someone did come around to address this problem. I had to wait a further 5 hrs for the water to heat up to have a short warm shower.

The chalet seemed to be generally poorly equipped, although we were told it had been refurbished this season. It was difficult to see how it had been refurbished since I couldn't see any new items in the chalet.There was mould on the bathroom ceiling also the chalet had very little sound proofing and every morning we were disturbed by Staff arriving and going up the stairs with shoes on and being noisy banging around in the kitchen. No first aid kit in the kitchen or anywhere else and no fire procedure briefing.

No television,. No key for the door to the individual rooms or the communal door for 3 days leaving all our possession at risk, there were 2 guests we had never met before that we were sharing with which made this situation awkward.

No shower gel, but a 1 inch square piece of soap! Initially no Christmas tree or Christmas decorations, and then when one did arrive there was nothing to put on it.

This meant there was no special Christmas feel to our holiday for the first half of our holiday. No firewood for the log burner, and when we asked for some repeatedly, it took 3 days to arrive.

The table has a bench arrangement which means that everyone has to move if one person on the end wants to get out from a corner.

We asked for a change of towels towards the end of the week since we couldn't dry our towels properly due to the radiators and heater in the bathroom being out of commission and whilst we were promised them we never got them.

The skiworld website states the bathroom will be cleaned once a week and this never happened.

Waste bins were never emptied!

We had to ask for toilet rolls and when they arrived we had to distribute ourselves and replenish throughout the holiday.

There was a heater in the bathroom which was meant to keep that very small area warm however it worked for 5 mins and then stopped and never worked again.

There was a snow shovel however it appeared that it wasn't part of the hosts duty to clear the treacherous path from the steps to the door of the property.

The steps leading to the road were never cleared although perhaps the duties for this should be shared between skiworld and other chalet hosts using the same steps which iced up regularly making the steep decent into the chalet difficult.

The afternoon cakes were well made but then this was left out until 9 pm some nights before being cleared away generally by ourselves

On the morning of the last day it didn't seem that it would be a problem to make the breakfast 30 mins earlier to send us off with a hot breakfast instead of a bacon sandwich, which we weren't allowed to eat on the coach during the 3 hour...

Poor service and went back on their word!

Originally booked with Ski world through Iglu Ski last year for this season for a group of 14, a joint 30th & 40th birthday trip. The goal was to get a chalet which we could all fit in which we managed to get.

A few months later they rang us to tell us they are splitting us up into different chalets as they aren’t running that particular chalet anymore and had no alternative option which was very disappointing. The holiday then due to the pandemic got cancelled a couple of times which can’t be helped, no one’s fault.

During this time, we had an email confirming that we would have the same package/original chalet for rebooking at no extra cost with upgraded wine as an incentive to rebook. When it finally came to rebook, we were told the chalet was now not available and they would put us in two different chalets again (these chalets no-where near as good as the original booking in many ways) which was very disappointing again, especially considering how much hassle the whole booking has been so far. However, we accepted the offer knowing the later this went on, the less likely we would find a holiday together for a large group.

We then had a phone call from our agent to inform us that they only now had 8 ski carriage passes for the plane. So, 2 people in the group would have to move to ski rental... Who would want to sacrifice their own equipment for ski rental???? Ridiculous! Why weren’t we told this on the other 3 or 4 rebooking’s of this holiday. Upon agreeing to this term and knowing id have to pay Jet2 myself to have access to two more spaces of ski carriage on the plane, I asked for a refund on the two ski hires to pay for this. I was then told I cannot have a refund for 2x ski hire places as we already owe an extra £2,000 on the booking (we had already paid in full in October last year).

From discovering this absurd Ski Carriage issue, we found out the holiday had gone up £2,000 with no notice, even though we have an email from the agent confirming we would NOT have to pay any extra and we would have a like for like booking.

So, to be clear… We had rebooked into a chalet nowhere near as good as the original chalet, the group had been split up, we had been told to book our own ski carriage because they can’t do it?? and then, sneakily put an extra £2,000 on the bill with no explanation.

After a few discussions on the phone, Ski World stood by this decision and I’ve now had to ask for a refund through Iglu Ski which I’ve been told will take 4 weeks before I get money back. This leaving me in a difficult situation not being able to book with another company till the refund hits.

I wish I had gone with Crystal Ski Holidays,

Thanks for the absolute headache...

If I could zero stars I would...

Absolutely appalled by the way Skiworld handled the process after our holiday was curtailed on the first night due to covid. We were informed that all due diligence would take place and our money would be returned - that was not the case.

We paid a total of £1150 to Skiworld per person as a PACKAGE, and they only agreed to pay us back £350 (ski equipment and ski pass) and offered us a measly £200 which they valued as 5/7ths of the accommodation cost, even though we were told at 9pm on our first night that we had to leave. The only reason we stayed the extra night was because they couldn't sort a flight (which we paid for) and we had to endure a 25 hour bus without a toilet on board.

My insurance company refused to cover the difference as the 'Package Travel and Linked Travel Arrangements Regulations 2018' states package travel companies (by law) have to fully refund curtailed trips. They did not so our hands were tied as the cost of legal fees outbalanced the money we'd be getting back.

All I can say is please don't use this fraudulent company - by the looks of things they've done this to many people and will continue to do that.

AVOID AT ALL COSTS

Responding to your reply:

Of course what happened in the slopes closing is unavoidable - but what you could have avoided is the insulting £200 offered for the accommodation element of the trip for 5/7s of the accommodation cost. We arrived at the resort on 14th March in the evening and were told at 9pm that night we had to leave. The only reason we sat around for the day after was because you guys couldn't book a flight for us and had to sort a bus. The overall trip cost us £1150 (each person) + you gave us back the unused ski hire and ski passes which equated to £350, leaving us with £800 outstanding. I was prepared to accept 5/7s of the remaining cost which is £600, but you refused to do that so I've now lost £600. Can you explain to me where that remaining £600 has gone then? You can't suddenly break a PACKAGE HOLIDAY into it's component parts as you see fit.

I've heard stories of other ski travel companies refunding which makes this all the...