HÔTEL FITZ ROY

Booked a family room for two expecting comfort and space, but the room was still uncomfortably tight. “Elizzie” at the reception was extremely rude and unhelpful, she clearly doesn't understand hospitality. The rest of the staff seemed untrained and far from what you'd expect at a 5-star hotel. Only upside is the location. Definitely not worth it otherwise.

Just spent a week at this hotel. The staff are all very helpful and friendly. The room we stayed in was a suite and it was ok but there had clearly been a leak from the shower room and there was a large amount of water damage on the wall and floor. The menu was limited and especially for children. The location is amazing though. That is the only reason I think this is considered a 5 star hotel. I have stayed in many 5 star hotels and the reality is this is not one of them. I would say it would only be a 3 at a push 4. The location and that it is listed as a 5 star it comes with the price tag that unfortunately it doesn’t warrant. It’s a real shame as this could be a really nice hotel with a better menu and a bit of maintenance and updating. As for the staff especially the restaurant manager who I asked to make something not on the menu for our daughter one night were great. Hope this review helps the management make the necessary changes.

This has been without a doubt the worst experience I have ever had with an allegedly 5 star hotel. How to begin?||We booked the best suite - the Beaumier suite and have been subject to haphazard service and relentless noise pollution.||1. No warning was given that a festival was occurring during our stay and that there would be constant music pollution throughout our stay to the extent that, with all windows and doors closed we were unable to enjoy even a few minutes of peace in our room without the whole suite shaking from the music. When asked about this, the hotel management simply shrugged their shoulders and informed me that they did not know this would be happening and that they could not offer any alternative quieter rooms of the same category. It seemed unlikely and very irresponsible for the hotel not to be aware of what is going on around them that might affect their guests and offer warning to check that I was still happy to go ahead with the booking. Repeated negotiation with the manager led to agreement for one night discount on our stay which does not even slightly go towards 6 nights and days of our room at over £1k per night being essentially unusable. Even this concession came after many complaints and was given as if WE had been given some sort of favour!|Moreover, when said festival was supposed to have been finished on our LAST evening horrendous thumping music unacceptably loud in our room and again had to ask reception to locate and sort. No sense of anticipation at all of customer needs.||2. Day 1 on arrival when it was -3 degrees two of the radiators in the bedrooms did not work properly and had to call maintenance.||3. The room safe was working only haphazardly and mentioned to reception several times and only after mentioning to manager after 2 days was there any move to remedy this.||4. Mentioned over 3-4 days no replenishment of shower caps and facial pads in rooms despite asking for this only to then have suddenly about 11 sets just left on the sitting room table as if to make a point. Just the daily replenishment in the allocated bathroom slots as would be usual in a hotel would do.||5. Every time the housekeeping service came something odd would happen to the blinds in the children’s bedroom - had to call maintenance to come repair.||6. Had to ask for fire to be made in our room several times and really only got this right the last two nights of our stay.||7. Asked for tea in room to be replaced with herbal tea and concierge at reception seemed confused, informed me he would check and never came back. Eventually had to ask manager on another day who then arranged for herbal tea.||8. After all of the stress above then asked to check out 1 hour later than the allotted time and told very rudely no by a very condescending receptionist and we must change in the spa/swimming pool after skiing on the last day as someone was booked into our room checking in early and it would take 3 hours to clean - check attached photos - seems very unlikely given the dust. Quite apart from being unhelpful I have never had any member of staff in a hotel address me such a tone.||9. Poor maintenance of what would be a beautiful room including steps into the bedroom/mezzanine leading out young child to get a painful wood splinter in her foot - see photos attached.||Noisy and unfriendly. Overall would NOT recommend unless you particularly like noisy environments and haphazard condescending service on your holidays.

This has been without a doubt the worst experience I have ever had with an allegedly 5 star hotel. How to begin?

We booked the best suite - the Beaumier suite and have been subject to haphazard service and relentless noise pollution.

1. No warning was given that a festival was occurring during our stay and that there would be constant music pollution throughout our stay to the extent that, with all windows and doors closed we were unable to enjoy even a few minutes of peace in our room without the whole suite shaking from the music. When asked about this, the hotel management simply shrugged their shoulders and informed me that they did not know this would be happening and that they could not offer any alternative quieter rooms of the same category. It seemed unlikely and very irresponsible for the hotel not to be aware of what is going on around them that might affect their guests and offer warning to check that I was still happy to go ahead with the booking. Repeated negotiation with the manager led to agreement for one night discount on our stay which does not even slightly go towards 6 nights and days of our room at over £1k per night being essentially unusable. Even this concession came after many complaints and was given as if WE had been given some sort of favour!

Moreover, when said festival was supposed to have been finished on our LAST evening horrendous thumping music unacceptably loud in our room and again had to ask reception to locate and sort. No sense of anticipation at all of customer needs.

2. Day 1 on arrival when it was -3 degrees two of the radiators in the bedrooms did not work properly and had to call maintenance.

3. The room safe was working only haphazardly and mentioned to reception several times and only after mentioning to manager after 2 days was there any move to remedy this.

4. Mentioned over 3-4 days no replenishment of shower caps and facial pads in rooms despite asking for this only to then have suddenly about 11 sets just left on the sitting room table as if to make a point. Just the daily replenishment in the allocated bathroom slots as would be usual in a hotel would do.

5. Every time the housekeeping service came something odd would happen to the blinds in the children’s bedroom - had to call maintenance to come repair.

6. Had to ask for fire to be made in our room several times and really only got this right the last two nights of our stay.

7. Asked for tea in room to be replaced with herbal tea and concierge at reception seemed confused, informed me he would check and never came back. Eventually had to ask manager on another day who then arranged for herbal tea.

8. After all of the stress above then asked to check out 1 hour later than the allotted time and told very rudely no by a very condescending receptionist and we must change in the spa/swimming pool after skiing on the last day as someone was booked into our room checking in early and it would take 3 hours to clean - check attached photos - seems very unlikely given the dust. Quite apart from being unhelpful I have never had any member of staff in a hotel address me such a tone.

9. Poor maintenance of what would be a beautiful room including steps into the bedroom/mezzanine leading out young child to get a painful wood splinter in her foot - see photos attached.

Абсолютно не соответствует ни 5 звездам, ни своей стоимости. Хреновые завтраки, хреновый вайфай, хреновая уборка в номерах, бутылку воды постпвили в номер тольков первый день и тп. В общем для 3х звезд еще более-менее, но, учитывая заявленные отелем 5 и взимаемую стоимость - это ужасно