Chalet Hotel L'Ecrin, Tignes

Thank you for taking the time to leave a review. We were very sorry to read that you felt disappointed with aspects of your stay. This was particularly surprising for us, as our hotel manager, Ali, spoke with you on several occasions during the week and, aside from the ski school matter. no other concerns were raised at the time. Had we been made aware of any additional issues during your stay, we would of course have done everything possible to address them promptly. We are, however, pleased to hear your positive comments about our team. They have received consistently excellent feedback throughout the season, and we appreciate you recognising their friendliness and professionalism. As you mention, the ski school issue was raised with Ali and, at the time, appeared to be resolved to your satisfaction. With regard to the other points raised: Bathroom cleanliness: This was not brought to our attention during your stay. Any cleanliness concerns reported to reception or to Ali would have been addressed immediately. Cutlery: We were not aware of any shortage. It may be that items were temporarily unavailable while being washed, but our overall stock levels are sufficient. I apologise if any comment made at the time gave a misleading impression. Saunas: These operate daily between 16:00 and 20:00. No issue was reported to us during the week, but had one been raised, we would have investigated and resolved it. Sunday breakfast: Sunday mornings are always very busy due to departure schedules, and we prepare accordingly. That said, I am sorry that some items ran out on this occasion, as this is not the experience we aim to provide. Thank you again for your feedback. While we regret that your stay did not fully meet expectations, we appreciate you taking the time to share your comments. Best wishes Gordon Spence Head of Customer Services

Hello and thank you for your extensive review, all of which has been noted. It's such a shame that you didn't bring anything to our attention during your stay because, if you had, our hotel manager Ali would for sure have been able to help you in some areas and explain others. Ali and assistant manager Kat recall speaking to you on several occasions which makes it all the more regrettable that you didn't say anything to them. Staff Issues To be honest, it's not really appropriate or fair for you to judge the staff and management for doing a ski season. This was a team of trained, experienced, travel industry professionals, a team of people who have received consistently excellent feedback throughout the course of the season, so I'm happy to be able to report that your impression and views are somewhat isolated. Hotel manager Ali has not been able to be as visible as he would like due be as he's been recovering from a broken leg (which was still in cast for 50% of your stay, and he was on crutches for the duration of your week). That being said, assistant manager Kat and the departmental managers are more than capable of keeping standards high when Ali might not be present. Ali also mentioned in the welcome meeting (which we don't know if you attended) that due to his broken leg, he wasn't able to be everywhere that he would like to be, but that he did really want to keep interacting with guests and that if they wanted to see him in the morning he would be at reception and in the evenings at or near the bar. We always encourage guests to bring up any issues that they might have, and also to tell him and us about how they get on out on the mountain - he joked that he was living through our guests. Ultimately, most if not all guests spoke to Ali during the week and he, too, has had consistently excellent feedback all season. He has worked with Mark Warner for 12 years - and we hope will stay with us for many more! Arrival greeting Ali's recollection is that Jess did offer help, but was told it was 'too late', we might be confusing you with other guests. There are not loads of staff available for the arrival of guests, and they are predominantly there to point guests in the right direction. We do of course (where able) offer to help guests with bags, especially when we are asked, but the staff are mostly there to answer questions, and signpost guests to rooms, ski lockers, and ski hire shops. Housekeeping Issues Most of the issues you've mentioned could and would have been resolved if you had brought them to our attention at the time. Wednesday is our towel change day and we tell guests that if they would like their towels changed on Wednesday, they should leave them in the bath. We only change the towels if they are in the bath or bottom of the shower that day. If they are in the bath on any other day of the week, we do not have the stock to change them so we hang them back up (unless requested at reception for a specific reason). If guests leave towels on the floor, we hang them back up on the radiator or heated towel rail in the bathroom. The impression we have here is that you might not have attended the welcome meeting or read the letter in your room which explained all of this. Daily Schedule How we run the hotel, and the hours that we run it, has been the same for as long as we can remember and it works well for the vast majority of our guests. The breakfast start time is based on legal breaks between shifts in France, and not I can assure you because the staff didn't want to get up earlier. Similarly, childcare timings have been the same for as long as we can remember and work well for the vast majority of our guests. Tea and Coffee - we don't have this facility in rooms and we don't advertise this but guests can have drinks 24 hours a day from the drinks buffet in the restaurant. We agree that a mini fridge might be a good idea and we will consider this: if you had asked we would have been able to give you milk instead of buying it yourself, it's such a shame you didn't ask. Food - we have had excellent feedback this year and the kitchen team are doing a fantastic job. And the same goes for childcare - it has received 100% feedback on questionnaires for the past 13 or 14 weeks. It's a shame you didn't saying anything - as I've written above - or fill in a questionnaire but thank you again in closing for your review. Regards Gordon Spence Head of Customer Services