We are very upset to read your very damning review, which is completely factually incorrect. For the record we would like to address the facts.
Firstly, when you booked one of our apartments in October 2021, we both entered into a contract. As part of this contract we included a covid guarantee, which included a reduced deposit of just 25% and provided for a 100% credit to allow you to re-book at a future date this or next season, if on your day of departure, you were unable to travel due to border restrictions,. It was a condition of this contract that you had fully paid for your booking. We have not run off with your €500 deposit, or hidden behind any small print. We stood by our Covid guarantee and tried our best to encourage you to do so too, but you refused to pay your outstanding balance of 75% and demanded we refund you the 25% deposit. At no time did we ever discuss or offer you these terms, so it is in fact YOU and not us who did not uphold the terms of the contract. Had you stuck to the terms of our covid guarantee that you accepted on booking, like the remainder of our clients, you would not have lost a single penny and would have the prospect of a 100% credit for a ski holiday to look forward too. We also offered to support any cancellation claim that you would like to make through your travel insurance, but you have not taken us up on this offer either. For our part, we have been unable to re-let the week, so we can assure you that your unpaid balance of 75% has left us with a financial loss.
You state that we do not comply with the local tourist office regulations. This again is a fallacy. We do comply with the Avoriaz tourist board regulations, which provides for a full refund if the client is prevented from coming to Avoriaz because Avoriaz is closed and the lifts are unable to operate. Avoriaz, like us, is currently open and fully operational, so the tourist board guarantee does not apply.
You refer to a further €1000 on arrival and €150 for cleaning 1 room. We would point out that the €1000 is for a security deposit against damages and is not a charge, but a pre-authorisation against a credit card that is released after the guest departs. The €150 cleaning charge is not for 1 room as you say, but for a 3 bedroomed 3 bathroom duplex chalet including all bed linen and towels. Both of these items are clearly noted in BOLD on the front of your booking contract that you accepted.
We would further add that because you chose to cancel your booking, you have never been a guest of Avoriaz Chalets so posting reviews warning people against our services is a great disservice and extremely unfair as you have in actual fact never experienced them. We are proud of our business, we do our very best to look after our guests and go the extra mile to address and support their individual requests and we have an established and loyal clientele and a very high proportion of repeat bookings. We wish you well and hope that you manage to get out to the Alps this season.
