Grandes Rousses Hotel & Spa

Firstly, this is not a 5 star hotel! We booked this hotel for our honeymoon hoping for a relaxing cosy ski week. When we arrived they do not give off a friendly welcome. We were just stared at by the check in staff and we had to speak first it was all very strange! They told us absolutely nothing about the hotel, it’s amenities or where anything is. All we had to do was pay an excessive deposit of 700 euros! No personalised welcome considering it’s a 5 star and our honeymoon which they already knew. Room: There are 2 sections to this hotel: the new area and the old area. The new area looks much better so make sure you book that if you want to stay here. We got given honestly the worst room in the hotel. Right at the side down a small corridor: the room smells like body odour every time we come into it. I’ve realised it’s the wall cushions which probably never get cleaned and are permanently attached to the wall. There is an open hole in the bathroom with electrical wires sticking out- see photos. Hairs in the glasses. Bathroom blind is broken. Decor very strange and not cosy. We received an email after the first night asking for feedback. I gave my feedback and have not heard anything since! I’m currently on day 5. We rang down and asked to change rooms if possible as we were not happy with the smell and they said no it’s fully booked. Not even anything offered to make up for it. They haven’t contacted us since. We are very disappointed that this is our honeymoon and there is not one personalised touch. Something you would expect from a 5 star experience? The service: Terrible service throughout the hotel. They left a plate of food in our room for 2 days! I had to call and get it taken but they said leave it in the corridor. The bar downstairs you wait ages for a drink or the bill and have to go and ask yourself. If you ring reception and ask for something they don’t bring it. We also went into the spa area and was told we can’t use it as it’s 12 people only and have to book - when we looked inside it was near enough empty. Something we should have been told by check in staff? No idea we had to book it. Restaurants looked empty every single night and considering they told us the hotel is fully booked I somehow think they just couldn’t be bothered to move our room or find the manager. They also never told us about any of the restaurants or when they open etc. The only good parts about this hotel is the ski shop linked to it, the staff in there are so helpful and friendly! Location: Good location ski in and out and links to the main ski areas. I would not stay here again, you can definitely get more for your money elsewhere. They need to work on service and attending to guests needs. We are very disappointed!

We booked a 3 night stay and left after 1 night. We travelled with our 2 young children only to be informed on arrival the playroom was closed (no reason). From the moment we arrived the staff lead with no no no. No dinner menu, just bar junk food served in the restaurant (burgers, chicken strips, fries, poke bowl). No outdoor pool which yes we saw the pop up on the website before arrival. We thought this would be the only limits on the trip. But we were very wrong.No use of the indoor spa pool for children under 16 even when it's empty. No message of this online. Essentially if you have children there is nothing in the hotel to do. So I wonder why have the familleplus symbol? Maybe a pop up on the website saying no family amenities available temporarily would be more honest. The top was being told to enjoy the bathtub in the room instead of the pool! Guests were talking between them in the restaurant in shock that a bar menu was being served for dinner. Why not tell people before arriving? This is absolutely not what a 5 star hotel stands for. Even if it’s the start of the season a 5 star hotel wouldn’t open with such poor service! As a swiss hotel school graduate and having worked in several 5 star hotels this was shocking to see. All the issues would be potentially acceptable if it was communicated clearly in advance. Given there was little for the family to enjoy we had no choice but book another hotel and leave. 1 star given because thé breakfast was great and so was the bar staff. The bar staff who made an excellent cocktail on our first night was the highlight of the stay. The rest was a huge waste of time and money. Avoid or email in advance to ask for their limits before arriving. Otherwise you are welcomed with a list of no no no nos. Also no apology! What a shame.