Residence Odalys le Rond Point des Pistes

The ski resort I am travelling to is closed. Due to travel in 10 days & positive 10 degrees up until after I travel. The lifts are not running, I asked for a rescheduled date or location. Chat assistant basically said all I can do is cancel and lose 100% of my money. Didn’t offer any advise and just then ended the conversation. Other holiday providers including Balkan are refunding and/or rearranging holidays which are due to travel after my date. Poor customer service, poor conditions. Will be reporting & taking further.

We booked 2 family ski trips this year, the first was through Iglu which was OK. Unfortunately we didn't have a rep in resort for the second which was with Crystal. As such we were unable to contact anyone with the issues we had. I've tried to contact Crystal's through the after trip complaints procedure but so far have been unable to get a reasonable reply. Very disappointed Crystal!!

Just got back from holiday in Saalbach Austria, we had to change dates due to work priorities so unfortunately also had to move hotels. We unfortunately stayed in the sport hotel Berger which is sold as a 4star hotel by Crystal, what an absolute dump this place is, we were charged the same money as the previous nicer 4 star Eva Gardens hotel. My point being we spent a lot of money on a hotel which is in dier need of a refit, poor food, tiny rooms, weird staff etc, also never had any communication off of any Crystal reps the entire stay, will never use them again and stay clear of that dreadful dump, the Sport Hotel Berger!

Money was stolen from my wallet in my room, informed management to get told “what do you want me to do about it” No investigation. No apology. Granted I was stupid to leave money in the room, but would of thought the staff could be trusted. This put a massive downer on my first ever ski holiday. I then reported this to my ski rep. (Henry) he was great. Jumped straight on it. Manager then came over with a bottle of corona to apologise. Personally I feel it could of been handled a lot better to start with but lesson learnt, don’t be so trusting and lock your belongings away.

We flew to Innsbruck where we transferred to a coach. We gave our ski bag to the coach driver and watched him load it onto the rear compartment of the coach. The coach transfer of about 3 hours involved stopping at 5 or 6 resorts en route. When we eventually arrived at our destination which was the last resort there were no ski bags left. The coach driver came into the hotel and explained the situation (in Italian) to the hotel receptionist. There was no Crfystal rep. in the resort and despite reporting the loss to Crystal as soon as we could, they have not been prepared to accept any liability. We had to phone the Cfystal / TUI support number regularly trying to locate our ski equipment but felt as there were no Reps in any of the resorts they didn't appear to be too concerned. We had to hire skis and never had any assistance from Crystal or feedback unless we contacted them. We will be taking this further, but just want to warn anyone using a Crystal transfer that they might want to get of the coach at any tranfer stops to ensure their bags or skis are not off loaded early.

Crystal Ski (TUI) Our ski holiday at Grand Paradiso hotel in Passo del Tonale is a grand disappointment. Crystal states it is a 4/5star hotel. The room photos on their website look lovely. What have we ended up with? A tired 1970s pine furnished cobwebbed room in a back annexe with thumping background music from the apres ski club. Appalling customer service after we spent nearly £2400 for a week at this hotel. I will be asking for refund of some sort after being told by rep that its nothing to do with Crystal and hotel make the room allocations. 2 to 3 star hotel at best. Crystal Ski have appalling customer service. Even the rep agreed it was a shambles hotel and nowhere near a 4 star.