Mark Warner
 
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Chalet Hotel Berangere - Feefo Reviews

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Date

Score

Comments

01-May-2017

Service rating:

Poor

Poor

Product rating:

Poor

Poor

Customer Comments:

Service rating : Wouldn't go back! Staff meant well, hotel very below par, food awful, cleanliness questionable, disappointing.
Product : Disappointing all around.

21-Apr-2017

Service rating:

Bad

Bad

Product rating:

Customer Comments:

The distance from the hotel to ski school drop off and pick up was too far to make this a family friendly experience. Kids tea timings did not reflect the time required to get the children home following afternoon classes and consequently they missed tea each evening and had to eat with the adults..too late and far from idea.

A shame as it was a great hotel in a wonderful resort, lovely staff and fabulous views. Perhaps just not the best for children.

19-Apr-2017

Service rating:

Good

Good

Product rating:

Good

Good

Customer Comments:

Service rating : Very good experience. Lovely friendly staff.
Product : The rooms were clean if a little dated.
Food at dinner time exceeded expectations and 12% wine was great. Range of food at breakfast buffet was good however the warming trays weren't kept warm and the bacon was always cold and mushrooms ran out which was a shame and really sorry I spilled an egg on the floor when there were no egg cups bit staff were helpful and good humoured about it!

12-Apr-2017

Service rating:

Bad

Bad

Product rating:

Bad

Bad

Customer Comments:

Service rating : Overall we had a great holiday but the hotel is tired and needs to be refurbished. The staff although lovely weren't on top of the simple things like making sure there was always cutlery and plates available and everything particularly during the kids tea seemed to run out. The organisation on the first day of skiing, when several parents were anxious with respect to their children, was also poor.
Product : Overall we had a great holiday but the hotel was tired and needed to be refurbished. The staff although lovely weren't always on top of the basics like making sure there were enough plates or cups and things seemed to always run out especially at kids tea. The organisation of getting everyone off to ski school on the first day was also poor. No one knew what was going on and it needed to be communicated much better.

05-Apr-2017

Service rating:

Bad

Bad

Product rating:

Bad

Bad

Customer Comments:

Service rating : Chalet Hotel Berenger used to be good value for money - now very shabby. Various cuts too are obvious such as not being able to order omelettes, no hot 'special' anymore such as poached eggs and salmon, no choice of wines at dinner, no savouries at teatime - good for those who can't eat cakes. Even cancelling the 9-10pm happy hour. In addition the Small Planet airlines operate far too early.
Product : Cuts becoming obvious with rising prices which can't be because of exchange rates.

02-Apr-2017

Service rating:

Bad

Bad

Product rating:

Bad

Bad

Customer Comments:

Service rating : There are very definite good and bad sides to this holiday, so I will break it down..

Product: Mark Warner Solo Traveller Ski Holiday
What I was sold: A fun sociable holiday in a 63 bedroom hotel where the majority of people would be on a single trip like me. Whilst I admit I didn't specifically ask about families, I was told there could be some couples and groups of friends and clearly led to believe there would be no or minimal children. I was told that they could not officially ski guide, but that the staff would ensure that everyone had a group of similar standard people to ski with. I was also told that there would be plenty to do in the evenings to ensure a social side as well as the skiing.

What I got: A hotel full of families and a group of guys on a ski club course who pretty much kept themselves to themselves (they were putting in some serious effort so that is understandable!). There were only 10 other people on the solo holiday!
On day one we were left to negotiate everything ourselves. There was a welcome drink for everyone with a pretty basic intro to the services offered, but no mention of us other than a vague 'dinner at 8 for the social table'. When we asked the hotel manager it became apparent that she had only just arrived and had never worked in a hotel with a solo week so she had no real idea of how to run it - not her fault but clearly a total lack of training and guidance from Mark Warner as a company. I have to say she was excellent throughout and very visible checking everyone was ok.
So, I was left to 'find' a fellow solo traveller at tea on my own and then literally in some cases, walk up to people who appeared to be on their own and ask if they were part of our group.... Embarrassing?? For many it would be and this is not why you go on a solo traveller holiday. For this reason, it took around 48 hours for our full group to be identified!
This is an easy thing for Mark Warner as a company to get right and shows a general lack of attention to detail in design, planning and training around the 'product' that was evident throughout.
In terms of other social things planned there was one sad music quiz in the bar all week, run by a girl who was simultaneously working the bar, the dishwasher and the quiz - not her fault, but was hardly the social side I had been sold.
In terms of skiing the 'organisation' was a list on the front desk that you had to sign up to, which most of us found by accident!
So all in all, for the premium paid to go on a solo traveller holiday, nothing was planned or organised in the way we were led to believe it would be. Yes, we are all adults and so once we realised and found each other we got on with things and didn't let it spoil our week, but this is not what you pay for on these trips and compared to other similar holidays I have been on this was a poor comparison and not worth it - except for the room!

The skiing: Was good - lots of big cruising blues and reds. Not too many blacks in good condition so I skipped most, but overall conditions were good for the time of year. Not massively challenging as a resort overall though. I would definitely suggest the day trip to Alp d'Huez on the bus or helicopter (you pay for transport but it is included in the lift pass) or you will get bored with the piste options if you are used to more expansive areas.

The Hotel: Tired around the edges, which I generally expect in a ski resort now. My room was very big for a ski hotel, very clean and nice bathroom and great view of the piste (shame about the awful Romanian music coming from the town at 5pm every day, but this was due to a specific festival week!) Food was generally good and staff were friendly, helpful and professional throughout - even though it was near the end of the season!
Location is a bonus for ski in/ski out, but definitely in a quieter area of town, good for families but not for a solo week. There are no bars for an apres ski drink unless you off load in town and catch the bus or walk half a mile or so up hill in your boots. Consequently, there was little socialising outside of the hotel. They have a bar but it is quite pricey and has no real atmosphere - plus was full of screaming kids at 7pm every night.
The families were generally ok and sadly there is a limited amount Mark Warner can do about parents who let their kids race around corridors early in the morning, and the breakfast room in their pyjamas!

So, overall, I had a nice week, good skiing in a good resort and a generally good hotel, but not the week I was sold. Would I do it again..... Right now, definitely not with Mark Warner.... If I have a family one day - maybe!
Product : See above for hotel information

30-Mar-2017

Service rating:

Bad

Bad

Product rating:

Bad

Bad

Customer Comments:

Service rating : When I booked my solo holiday I specifically asked about children in the hotel as the resort had been billed as child friendly. I didn't want to spend my holiday with noisy children. I was told the holiday was adult only. It turns out there were about 10 of us on the solo week (number unclear but more on that later), obviously this WAS adult only. The hotel was absolutely jam packed with children and I had their play area right below my bedroom window so either had to boil with window closed or listen to them screaming when I returned from skiing. We also had a noisy baby at the table next to us every single night at supper.

The most staggering thing of all was that everyone on the 'solo week' had to find each other! We were never introduced and I had to be brave enough to walk up to people who were on their own and ask to sit with them. I think it was the third night that 3 others came and sat at our table for supper as they didn't know there was a dedicated table! Absolutely appalling.

I was told there was hosted skiing but it turns out there was ''social skiing' where you had to put your name down to ski with others - I discovered this from one of the other guests who had been there the previous year.

On a positive note; I thought the rooms were good value because of the waver of the single person supplement and I had a lovely view and it was great to have a bath.Saying that, as well as the noise from the kids, it was very noisy due to noisy doors and lift.

I was also charged £95 more that the price I was quoted and have no idea what that was for as it wasn't mentioned at the time of booking.

The individual staff were extremely helpful so I don't know where it all went wrong. I can only surmise at the top with Mark Warner.
Product : I have mentioned this in the previous section. Not paying a single person supplement made it good value. My room had a lovely view and a bath which was great. I would have rated it higher had I not had the kids play area below my room and had I not been woken early every morning due to noisily closing doors (and night if anyone came in late)and being by the noisy lift . I had to move to the other bed in my room as the first one hurt my back.

The whole hotel is slightly tired but i was expecting that.

Ski in ski out was wonderful, shame there wasn't much snow to do it but that's not their fault! Also great having ski hire right there and not having to walk into town for it.

27-Mar-2017

Service rating:

Good

Good

Product rating:

Good

Good

Customer Comments:

Service rating : Very good, especially the childcare facilities
Product : Nothing to add......................

22-Mar-2017

Service rating:

Poor

Poor

Product rating:

Good

Good

Customer Comments:

Service rating : Just what we were hoping for....
Product : Great location,literally doorstep skiing.
Good food
Pool and sauna a bonus
Friendly efficient staff
Lovely views from our 2 rooms
Plenty of hot water always
But....faded rather old fashioned decor, needs an update.

15-Mar-2017

Service rating:

Poor

Poor

Product rating:

Poor

Poor

Customer Comments:

Service rating : very disappointing. Every corner that could be cut was and the penny pinching was evident everywhere. I would not recommend Mark warner to anyone and will not book one again. This was the 5th time in this hotel and will be our last.

Also receiving notification 1 week before Christmas that under the terms and conditions I had to pay an extra £250 was not acceptable having booked under the early bird offer well in advance.
Product : As above, poor standard, penny pinching all the way. Food poor and level of staff in hotel at a minimum

08-Mar-2017

Service rating:

Bad

Bad

Product rating:

Bad

Bad

Customer Comments:

Service rating : Generally good, but not of the high standard it used to be. The Tv in the room did not work all week, the jacuzzi was out of action and there were problems getting the steam room working. It was great to have a swimming pool but the pool lights (which were supposed to work on a motion sensor) kept going out mid swim - being left in a swimming pool in complete darkness was dangerous. Childcare was excellent as usual.
Product : Refer to previous page for details.

08-Mar-2017

Service rating:

Good

Good

Product rating:

Good

Good

Customer Comments:

Service rating : We had the best holiday since having children. The kids loved it, we loved it and everyone was happy.
Product : What a room with a view. We loved it.

08-Mar-2017

Service rating:

Bad

Bad

Product rating:

Bad

Bad

Customer Comments:

Service rating : Have travelled with MW a few times before and it has been a fantastic experience. However, this time things seem to have slipped a little. The staff (with one or two notable exceptions) seemed to care a little less, childcare was a little less attentive, the food was of a lesser quality, the wine was less free-flowing, the bar was more expensive, maintenance of the hotel wasn't quite as good, etc.
This was all against a background of MW failing to hedge against currency fluctuations appropriately and then demanding more money from us shortly before travel. I've already booked my ski trip for next year with a different provider.
Product : Have travelled with MW a few times before and it has been a fantastic experience. However, this time things seem to have slipped a little. The staff (with one or two notable exceptions) seemed to care a little less, childcare was a little less attentive, the food was of a lesser quality, the wine was less free-flowing, the bar was more expensive, maintenance of the hotel wasn't quite as good, etc.
This was all against a background of MW failing to hedge against currency fluctuations appropriately and then demanding more money from us shortly before travel. I've already booked my ski trip for next year with a different provider.

05-Mar-2017

Service rating:

Bad

Bad

Product rating:

Bad

Bad

Customer Comments:

Service rating : I've been on previous holidays with Mark Warner at Hotel Berangere so knew to expect - great location by the nursery slopes; nice resort; very tired hotel - poor quality state of building, facilities, fixtures and fittings - i.e. the same as previous years. I'm not complaining about this: i knew what it would be like. I suspect it's a shock for those who haven't been before as the Mark Warner brand is normally associated with high-end holidays, and this hotel is not cheap.

This big change to previous years was the apparent cut-backs. It felt as if the number of staff had been cut back (the manager seemed to waiting on tables at every meal, for example). The quality of the food was very average (had gone downhill) and the choices on the menu were more more restricted than in previous years. There was only one wine choice, where, again, in previous years, there had been more. The quality of the wine was poor. It is very hard not to conclude that Mark Warner has chosen to cut back on costs to attempt to maintain its margin are the movement in sterling against the euro. All those at the hotel had had to pay an additional surcharge already (as per MW terms and conditions, and due to currency movements) to enable MW to protect its profits (or avoid making a loss), so it was very disappointing to see that the included items had also clearly been worsened so as save money. I can only conclude that short-term financial position is more important than brand for MW. I suspect this is a short-sighted approach.
Product : Overpriced for the quality of the hotel and the food and drinks. Add in the surcharge for the Mark Warner misjudging its own currency position between sterling and the euro makes for a poor score overall for price/value. Better quality can be had in the same resort for a significantly lower price. I doubt many without very small children (who need the creche) would return.

01-Mar-2017

Service rating:

Bad

Bad

Product rating:

Customer Comments:

Hotel in Les Deux Alpes was tired and desperately in need of an update. facilities such as spa and televisions were not working and no effort was made to fix them during our stay. The positives were the food and the location next to the slopes, but Mark warner desperately need to spend some money on upgrading this hotel to 21st century standards. Very poor quality for the money. The staff could not handle the number of guests and there were not enough seats at afternoon tea, leaving people to stand and eat. The pool was too cold, and when I wanted to use the sauna and steam room, they had not been turned on by the staff. For a company that claims to be child friendly, there should be a children's menu to choose from at the main dinner so families can eat together. I would not recommend this hotel.

01-Mar-2017

Service rating:

Good

Good

Product rating:

Bad

Bad

Customer Comments:

Service rating : Very well organised skiing holiday in a great location. Staff all friendly and helpful. Not cheap but I guess you get what you pay for.
Product : Some of the decor is a bit tired but overall facilities, food and staff were very good. Wi-fi was variable.

01-Mar-2017

Service rating:

Poor

Poor

Product rating:

Poor

Poor

Customer Comments:

Service rating : Noticeable deterioration in standards
Some of the food was dreadful
Running out of one of the choices of meat with 20+ guests still to be served
Product : Been here 10 times
Wouldn't go again

23-Feb-2017

Service rating:

Excellent

Excellent

Product rating:

Excellent

Excellent

Customer Comments:

Service rating : Very helpful and knowledgeable as always
Product : great location and staff were great

22-Feb-2017

Service rating:

Good

Good

Product rating:

Good

Good

Customer Comments:

Service rating : As expected - high standeard
Product : Overall good. Excellent location. Goof v good. Decor a little tired. Shame jacuzzi not working

22-Feb-2017

Service rating:

Excellent

Excellent

Product rating:

Good

Good

Customer Comments:

Service rating : Great holiday, lovely helpful staff, fantastic hotel
Product : Didn't appreciate surcharge - whilst I understand the exchange rate problem we were already going at the most expensive time of year.

22-Feb-2017

Service rating:

Bad

Bad

Product rating:

Bad

Bad

Customer Comments:

Service rating : Far too expensive for what was provided. And to be asked for the extra £200 re change in exchange was mean & greedy, and meant we will never use MW again
Product : Too expensive for what was provided

22-Feb-2017

Service rating:

Bad

Bad

Product rating:

Bad

Bad

Customer Comments:

Service rating : Check in and flight ok.Facility was tatty,service generally good,skiing and weather v good.
Food good,although children's menu's a bit fussy.
A minor but important issue.....at every meal there were significant numbers of chipped mugs and glasses and at breakfast all the plates were wet.
All in all an ok holiday.
Product : 4 stars for the eking and location 2 stars for hotel

16-Feb-2017

Service rating:

Excellent

Excellent

Product rating:

Excellent

Excellent

Customer Comments:

Service rating : Excellent from start to finish
Product : Hotel needs updating but the staff and feel of the hotel gave it a heart

08-Feb-2017

Service rating:

Bad

Bad

Product rating:

Bad

Bad

Customer Comments:

Service rating : Chalet hotel staff were fantastic (other than some cold food one evening). The MW customer service team were polite on the phone, however, they failed to justify the "exchange rate variation" charge they imposed on us (as with everyone else). Specifically, they were unable to provide a breakdown of the exchange rate fluctuation that led to the 7.5% increase, nor were they able to demonstrate how they absorbed the 2% they are mandated to.
My only conclusion from this is that MW are in financial bother and are alienating their customer base to save themselves from short term insolvency. The 2018 ski season may not be so rosy for them.
Product : Hotel a little tired and in need of revamp, hot water doesn't work in the far end of the hotel (rooms x14), but good layout and functional hotel. Great position for ski in/out (if there is enough snow), but 10 minute walk from the main town area

01-Feb-2017

Service rating:

Bad

Bad

Product rating:

Bad

Bad

Customer Comments:

Service rating : The staff generally work hard & endeavour to be helpful & effective - they are young & sometimes they need direction & leadership & that was not always evident last week. In general, more attention to detail is required - premises, food, service etc. Leadership/management needs to be stronger & more visible.
Product : Drinks slightly overpriced. Cocktails of poor quality.

01-Feb-2017

Service rating:

Poor

Poor

Product rating:

Bad

Bad

Customer Comments:

Service rating : So much worse than previous years. Lower standards!
Product : as above.............................................................

25-Jan-2017

Service rating:

Bad

Bad

Product rating:

Bad

Bad

Customer Comments:

Service rating : We have been with MW four times and this year was definitely the least favourable experience. Childcare and service for them and relationship with ESF is still good but the rest of the hotel services were so much poorer then before. Budget cuts through out though with choices and options and available, food was generally good but a lack of wine choices as before and all waitresses were clearly just agency staff with no experience or training at good engaging customer service, lead by a very young inexperienced hotel manager. The whome thing felt a process and not customer process lead. We paid so much more this year and got so much less, even the heating was off! To top it off We did not appreciate having to pay for your mistake in not managing your exchange rate exposure properly, surcharge, even if in the t and c's this is not how you treat customers who pay in full. We were met by a women as soon as we arrived at the hotel demanding payment like a debt collector, we had already paid. This set a very negative tone for the rest of our holiday. I am afraid we will not use MW again which I am sad about, it's just all getting a bit too shabby, sorry.
Product : We have been with mark Warner four times now and sadly this holiday was the most disapointing, probably the tone was set by the extra cost after we paid in full when we booked. The staff were not as engaging, they acted as agency staff and lead by a very inexperienced manager, they were all just kids. There was evidence of serious cost savings so it felt like we were not valued customers at all. Appreciate this hotel is categorised as the cheapest one but it really is very tired and shabby. We like the formulae and model MW operate with childcare, kids club and relationship with amazing ESF instructors but the rest is a bit lacking in us toner service ( one couple did not even know about evening film club as there was no introduction to the club by any staff we just told to read the hotel info in our rooms and ask if any questions) we had such good engagements the other three holidays

25-Jan-2017

Service rating:

Excellent

Excellent

Product rating:

Bad

Bad

Customer Comments:

Service rating : sdg
Product : asdfvzfgjfkhlhk/bm,/.hk;l'hop;dghmzfgnhjasrydjl

24-Jan-2017

Service rating:

Poor

Poor

Product rating:

Poor

Poor

Customer Comments:

Service rating : Overpriced for what you get and hotel does not meet expectations
Product : Hotel is shabby and needs re-decorating, poor service from staff

11-Jan-2017

Service rating:

Good

Good

Product rating:

Poor

Poor

Customer Comments:

Service rating : The staff were very good in spite of them receiving complaint after complaint regarding the hotel quality and the food standards. It was the worst hotel we have ever stayed in and MW should be ashamed. We'll never book again.
Product : Overpriced and oversold. MW have had their day, they expect to charge higher prices and make higher margins by shoving guests in shabby, tired, deficient hotels. They shouldn't cover meals if the chef cannot cope.

30-Aug-2016

Service rating:

Good

Good

Product rating:

Customer Comments:

MW agent had to refer most of my questions to another more senior(?) agent with total of some extra minutes on the call. I conclude insufficient training.
Agent was polite and well spoken.

09-Aug-2016

Service rating:

Excellent

Excellent

Product rating:

Excellent

Excellent

Customer Comments:

Service rating : Friendly and helpful staff, holidays a little expensive but there are good out of season deals for skiing / watersports.
Product : Chalet is a bit old but has good facilities. Staff are excellent, I went earlier this year and will go again next year!

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Chalet Hotel Berangere

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£ 759
per person, 4 adults, 7 nts, London Gatwick
Quad Room
Under occupancy charges & child discounts applied later
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