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Krachelwood
Beckenham, United Kingdom

Gastro bug ruined a very expensive holiday

Review of Alpe d'Huez
3.0 of 5 bubblesReviewed 17 Apr 2024via mobile
This is a difficult review to write. Some elements of our stay were lovely but I have to be frank and honest about the whole experience. We had previously stayed in La Rosiere 2 years ago and had such an amazing time. We saved up for 2 years for our next adventure at this hotel. We had high hopes.
But…..
The good things were the flights, transfers and ski hire. Cannot fault. The hotel is nicely situated with lovely views. We used the pool once and yes it was cold but that’s the French new law. Still okay. The spa is also lovely. Had the most amazing facial early in stay. Skiing lovely and nice instructors.
However, we were hit by the gastrointestinal bug that was sweeping the hotel on day 3. One by one, we all got it! It was really horrid and my children were really quite poorly. I asked reception for some more water but none arrived. I had to fill paper cups from the communal water fountain. Luckily the housekeeper was lovely and helped us clean the room, gave us some new bottles of water and bedding. I then went to the on site doctor to ask for some anti sickness and or electrolytes but was told to walk to the pharmacy - 15 minute walk when you’ve been throwing up all night!!!! She looked very stressed as there was a queue of about 10 people asking the same. The shop had nothing except for overpriced coats! Having dragged myself to the pharmacy, I was met with other club med holiday makers doing the same as me!
So we spent the last 3/4 days of our holiday in our room trying to recover. I told the kids club that my son was poorly and couldn’t come to ski school and she said he could still go to the daycare. That seemed completely bonkers! Why would you want sick children spreading this highly contagious bug around.
The staff were trying to sanitise hands where possible but when I said there seemed to be a massive outbreak they denied this.
I understand that it is a large hotel and that seasonal viruses happen, but this seemed like a different level. There was a horrid smell in the communal areas, in particular to the restaurant. Windows (on the inside were filthy too). Carpets stained. Not the standard you would expect. This made me question the overall hygiene of the hotel.
Having spoken to other fellow skiers on the way home, there was an outbreak the previous week too and everyone had someone in their family down with it or down themselves. Some were travelling home visibly suffering.
So a very disappointing week. Not much skiing, eating, entertainment or family time! I have sent club med my feedback but haven’t had a response.
Date of stay: April 2024
Trip type: Travelled with family
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Club Med, Propriétaire at Alpe d'Huez, responded to this review
Responded 21 Apr 2024
Hello KRACHELWOOD ,

First of all, we would like to thank you for choosing Club Med Alpe d'huez for your vacations.

We are very sorry to hear that you had such a disappointing experience during your stay. We take feedback from our GM very seriously, and we want to apologize on behalf of the establishment for the issues you encountered.

We take your feedback seriously and are committed to making improvements to ensure a positive experience for all of our GMs. If you

would like to discuss your stay further or have any other concerns, please do not hesitate to contact us directly so we can better

understand and resolve these issues.

We hope you will give us another chance in the future to show you that we can do better. Once again, we apologize for your

disappointing experience and thank you for sharing your feedback with us.

The team of Alpe d'huez wishes you an excellent day.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 13 April 2024 via mobile

Our second time here and another wonderful time had by all.
Only disappointment was a lack of coffee liquor for the first few nights which meant no Espresso Martini- still a wonderful array of alternatives to choose from.
I would say the entertainment had improved, there seemed to be a new visual staging set up that enhanced the shows greatly. The rock show in particular we enjoyed.
Our Ski Instructors were all great and helped us explore the area. This was the first week of April and we were incredibly lucky with the weather having a large ‘dump’ on the night before lessons started. The team work hard to maintain the ski in ski out which is one of the main reasons we chose the hotel.
We will
Likely try another Club Med next time we are in France and are a little sad there are no Club Meds in Austria.

Date of stay: April 2024
Trip type: Travelled with family
Thank emmar872
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 7 April 2024

What a great experience. Club Med at Alpe De Huez was what I hoped it would be. People that work there were great, everything they offered in my package was fulfilled 100%. Special shoutout to the Skii room team. Great young group of people that know their job.

Date of stay: March 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Enisa S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 4 April 2024 via mobile

The Club never disappoints. This is our second stay here and we were just as happy with the services as usual. The resort is beautiful, we loved the group ski lessons, and all the side activities they proposed. The food was great, exceptional apres-ski and appero options. The GO team were lovely, we thoroughly enjoyed the shows and our 3.5 year-old had a great time in the Petit Club.
A great thanks to the Family Team led by Kilian, to Eliza who remembered us from the summer holidays and helped our small one integrate, and to the Petit Club team in particular (Tania, Elsa, Camille, Cecilia, Clemence, Marion, Camille) who were sending us pictures and updates on the little one’s first skiing experience; also to the swimming pool team who were very enthusiastic and welcoming (unfortunately there was no time for swimming classes, but I really enjoyed the - almost private - aquagym session).

Overall highly recommended

Date of stay: March 2024
Trip type: Travelled with family
Thank Andreea G
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Club Med, Propriétaire at Alpe d'Huez, responded to this reviewResponded 21 April 2024

Hello Andreea G


First of all, we would like to thank you for choosing Club Med alpe d'huez for your vacations.



What a pleasure to know that you were satisfied with your stay with us! We hope to see you soon, during a future stay in one of our
beautiful Villages.


The team of Alpe d'huez wishes you an excellent day.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 April 2024

A group of 12 of us, including children, experienced multiple issues that significantly impacted our vacation.

Hygiene was a major concern throughout our stay. Five members of our group, including children, fell ill with stomach bugs. Shockingly, when we approached the staff about it, they casually admitted that it was due to the food and confessed that the issue had persisted for the last two weeks without any corrective action taken. This lack of regard for guest health and safety is unacceptable.

Moreover, the attitude of the hotel staff towards guest requests was appalling. When we needed new sheets after my child fell ill during the night, we were met with hostility at the reception. One particular staff member, visibly irritated and complaining about being off their shift, reluctantly handed us a duvet cover, tossing it in our direction in a fit of anger. To make matters worse, when we asked for the name of the staff member, their colleagues protected them by refusing to disclose it.

The kids club, advertised as a fun and safe space for children, was an utter disaster. It was chaotic and poorly organized, leaving young kids in tears and struggling to put on their ski gear without assistance. When I intervened to help my own child, I was bombarded by other children pleading for me to contact their parents, highlighting the negligence of the staff.

Overall, our experience at Club Med Resort was nothing short of disastrous. Not only did we lose valuable ski days due to illness, but the treatment we received and the dismal state of the kids club have left a lasting negative impression. For the exorbitant prices charged by Club Med, one would expect a level of service and hygiene far superior to what was provided. I will not be returning, and I strongly advise others to reconsider booking at this resort.

Room tip: Don’t go if you want to have a great holiday
Date of stay: March 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Vicky O
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Club Med, Propriétaire at Alpe d'Huez, responded to this reviewResponded 21 April 2024

Hello 219 vickyo ,


First of all, we would like to thank you for choosing Club Med Alpe d'huez for your vacations.


We are very sorry to hear that you had such a disappointing experience during your stay. We take feedback from our GM very seriously, and we want to apologize on behalf of the establishment for the issues you encountered.



We take your feedback seriously and are committed to making improvements to ensure a positive experience for all of our GMs. If you would like to discuss your stay further or have any other concerns, please do not hesitate to contact us directly so we can better understand and resolve these issues.

We hope you will give us another chance in the future to show you that we can do better. Once again, we apologize for your disappointing experience and thank you for sharing your feedback with us.


The team of Alpe d'huez wishes you an excellent day.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 April 2024

Had double confirmed with Clubmed many times about my flight information, but still been left at airport. Tried to call the reception for more than 20 times on the day of arrival , no one picked up the phone. In the end, we arrived hotel by taxi, no one said sorry to us.

Date of stay: March 2024
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Club Med
2  Thank Philip111711
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Club Med, Propriétaire at Alpe d'Huez, responded to this reviewResponded 21 April 2024

Dear Philip 111711 ,



We are very sorry to hear that you had such a disappointing experience for your transfer . We take feedback from our GM very seriously, and we want to apologize on behalf of the establishment for the issues you encountered.


We take your feedback seriously and are committed to making improvements to ensure a positive experience for all of our GMs. If you would like to discuss your stay further or have any other concerns, please do not hesitate to contact us directly so we can better understand and resolve these issues.



We hope you will give us another chance in the future to show you that we can do better. Once again, we apologize for your disappointing experience and thank you for sharing your feedback with us.



The team of Alpe d'huez wishes you an excellent day.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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