Family Ski レビュー 

Refusal to fulfil their legal obligations even though their website proudly states Abta protected.
Covid is hard on everyone but familyski decided that the package holiday regulations doesn't apply to them!

We are so disappointed by them and their customer service. Don't book if anything goes wrong they will keep your money.

Edit: In response to familyskis reply - we went through our credit card in order to obtain our legal right to a full refund under the regulations. What was offered by familyski was less then half of the value of the holiday which is in breach of the regulations.

REFUSING TO REFUND IN FULL FOR CANCELLED PACKAGE HOLIDAY - COVID-19

The terms and conditions of our contract with Family Ski stated that under the package travel regulations we are entitled to a full refund with 14 days of cancellation... Family Ski immediately switched off their phone lines and have refused to discuss our cancellation with us, even though we have invited them to join video conferencing calls and quoted our landline number in our emails to them.

They have since offered a part refund, which is less than 50% of the total value of our holiday and we cannot recoup the remainder of our costs from our insurance or card company, as they both assure us that the onus is on Family Ski to refund us in full, as per the Package Travel and Linked Travel Regulations 2018.

Terrible customer service when things go wrong which is when you need it

We stayed in Chalet Imogen last week (alongside the Ducker family - see Justin Gentleman's review).
Our chalet hosts Ottilie and Ruby were fantastic but the accommodation is really not worth the money. We have stayed in better chalets for half of the price.
We were in the downstairs suite and it was unacceptably cold as the underfloor heating did not work. The children's bedroom read 11-14 degrees on our (reliable) video monitor. 14 degrees was the temperature in the cot.
I don't think many people would accept this for their kids (or anyone).

All of the local staff were fabulous but the chalet was very disappointing.

Accommodation (for the money) *
Location/ resort ****
Transfer ****
Childcare ****
Food ****

Staying with Family ski currently in Chalet Imogen. We are extremely disappointed our Chalet living area is cold. We asked staff to resolve this on Monday following late arrival on Sunday. Staff said they would turn the underfloor heating on (why on earth it would be off anyway, who only knows). The living area is still cold today (Wednesday). We have a 13 month old son as do our friends staying with us. Not funny, not premium and simply not good enough. Sort it out Family Ski. Staff at resort are good. But unfortunately that doesn’t make up for being cold in what is expensive accommodation. Booked under my partners name Ducker.

Amazing holiday.
Excellent service.
Food and drink were wonderful.
Staff are brilliant!

absolute joke of a company I'm still trying to get my money back stay well clear of these scammers.

We paid good money for Christmas week and felt very let down. Only one combined Cook/host for four families (16people) was a disaster and less than the industry standard (three when we went with ski famille). Food was dreadful. Transfers chaoctic. Not a good family holiday and despite feedback no apology.

We have used many ski companies over the last 10 years as we have 3 young kids and have never posted a bad review. Every trip has been amazing and superbly run with great staff.

AVOID THIS COMPANY AT ALL COSTS. They are in a league of their own for being abysmal.

Without any exaggeration the worst customer service I've ever experienced. This clearly comes from the top as the Directors are atrocious. Rude, obnoxious and please don't ever offer any constructive criticism as you get the phone put down on you and blacklisted.

Seriously, all 4 families blacklisted (we must all be wrong then) for daring to point out constructive criticism. You judge if we are moaning ninnies or if it was your company if you'd wish to hear from your (ex) customers the following.

1. They are one of if not the most expensive. They sell themselves as premium. Premium they most certainly are not.
2. The chalet in Ardent (La Grange) was tiny. They squeezed 5 of us into a tiny room (they were all tiny) and the first thing they told us was the extra bed they put in was blocking the fire exit and to remove it if needed!!!! We had a 3 year old in the room.
3. They squeezed that many into the chalet there was not enough seating for the number of guests staying.
4. There was next to no storage for clothes. I had to live out of a suitcase for a week. Any of this sound premium. I was promised a new set of drawers in a day or 2 that never materialised. The rude and arrogant resort manager sneered "We don't do IKEA" when I asked why it was so difficult to get some storage and couldn't somebody pop to ikea and pick some up.
5. The advertised hot tub was broken. They claimed it had just happened. However the resort staff contradicted this.
6. The advertised sauna didn't work
7. There's no boot room.
8. They leave the kids skis on the mountain overnight as they can't be bothered to get a member of staff to bring them down.
9. We were promised updates on the kids skiing progression. We got 1 visit on the first night.!!!!! They did however manage to organise ESF to get to the chalet to try and upsell lots of expensive courses.

There are countless better family ski companies out there. The only speciality Family Ski have when it comes to children is acting like them.

You have been warned.

MY RESPONSE TO FAMILY SKI RESPONSE.

I have no idea why my user name is important, but yes, it’s Paul Cummings and as you’ve confirmed I was indeed a guest. I’m assuming by the way this reply is written, it was written by Lisa Dance? Correct me if I’m wrong. As I’ve said, the terrible customer service begins at the top. Let me please answer your points.

Firstly I’ve noticed, yet again, you’ve not addressed a single issue on the list. You’ve not denied a single one. Why? because it is completely true. Explain any of the above that wasn’t true. I suggest you take legal advice first. Explain why you paid refunds to the guests if all was well? None of us wanted a refund, just an acceptance that things weren’t as they should and would be put right and to not be patronised.

It is correct I tried to book again as we enjoyed Ardent and you were the only option for Ardent and had a late deal on. I'd hoped you'd taken the feedback from all the guests onboard and sorted the problems. Your company wasn’t all bad as explained but certainly nowhere near premium. I don’t expect any holiday to be perfect, I do however expect the company I go with to listen to constructive criticism when presented from their guests without acting like spoilt brat 2 year olds.

I always try not to write poor reviews, hence me leaving it on my return, but the disgusting attitude of Lisa Dance convinced me otherwise. I will happily share all my ski reviews to anyone requesting. Two this year, and one every year going back. All gushingly positive except the above.

I’m assuming that you’ve replied, a year later ironically, as business is not so great. It’s a tough market out there especially for those claiming to be premium and not able to listen to guests who were genuinely offering advice.

Rather than ask readers to ring you or email you for your side, please put it on here for all to see. I have nothing to hide, do you?

Your remark about one family returning whom was there that week exemplifies your absolute childishness.