We stayed for a week over New Year, mostly happy, but we paid a lot for 5 star service and got it only some of the time. The service was hit and miss (some great individuals, others friendly but ineffectual), the restaurant food was, with only one exception, of significantly lower quality than restaurants in the village, as we discovered when we ate out despite the freezing weather, that the restaurants were well used to being told the same, that their food was better than the hotel's. The room and the facilities had some shortcomings and the reception / concierge service was friendly but sometimes ineffective.
We arrived mid afternoon, nearly 2 hours later than we had been told they'd be ready for us. The room wasn't ready and took another half an hour. The room was OK, if compact for a 'de-luxe' room, but it had a good big comfortable bed, just adequate storage, though insufficient clothes hangers in the wardrobe and tricky lighting controls which we struggled all week to master.
We stayed in the Grand part of the building, but the not so grand Park hotel shared the dining room for all breakfasts, all dinners except our first night, and the New Year party.
The hotel was not clear about what we were getting, or where things were. The restaurants were not visibly labelled and signage was lacking throughout, menus were hard to come by in advance. Information was consistently rather poor about details, There was no information in the room about the spa/gym/ pool, ditto about the arrangements over the holiday period about restaurants, events, timings, dress code etc. (The latter mattered, sadly, because several of the other guests were somewhat improperly attired for the gala dinner for New Year, or even for breakfast in a public place.) Smoking of 'e-cigs' was permitted in the restaurant - appalling!
The wifi service is unsecured and often did not cope with demand, and had considerable limitations - it worked on some of our devices some of the time but gave error messages and the log-in screen demanded acceptance of terms & conditions but the link to them, unacceptably, did not work, so I've no idea what I agreed to. Many if not all agency-provided hotel wifi suppliers monitor all traffic and use your data this may be a serious risk. Is this the case here?
The only available lunch on New Year's Eve was a full buffet with wine at 80€ per person. We wanted just a light snack pending the later gala dinner so the offering was inappropriate, as it must have been for many other guests hoping to maintain a healthy diet. We received a distinct sneer from the waiter at the restaurant door when, having asked what was on offer, we said the full meal would be too much for what we wanted - meaning the size of the meal, but he clearly took it to mean the cost, inappropriately.
Fortunately the town is full of restaurants, cafés and bars so we got what we wanted outside.
The big New Year gala dinner party was a success. However, it was due to start at 21:00 following apéritives in another part of the building from 20:00, several guests didn't turn up on time so it did not get going until 3/4 of an hour late. But the staff did a remarkable job and everything was done in time for midnight champagne. The musical band were excellent, delivering a variety of music in an engaging, punchy, party style throughout the evening. Great fireworks show after midnight. The biggest ever party poppers at midnight, hundreds of them. Not much room to dance but between the tables worked.
Overall, only average, not at all great. The place seemed to be struggling with the numbers and the mix of Grand and Park guests at reception and in the restaurants. At these prices one is entitled to a great experience, which this was not, but we still had a pleasant stay.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.