Crystal Ski www.crystalski.co.uk

Crystal Ski www.crystalski.co.uk
★★★☆☆
2.7
42.0% of users recommend this
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Latest Reviews

“Worst customer service ever”

★☆☆☆☆

written by DashawnDonnelly278 on 13/04/2024

May as well have no customer service as all they do is say T&C’s and send generic responses. Take part of your holiday don't get the meals you have paid for (half board) tell you to complain when you get back from holiday only to get exactly the same response as before the holiday.. in a word RUBBISH!! Dont book TUI.

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“Shocking Customer Service ”

★☆☆☆☆

written by Andreww498 on 29/02/2024

Would never book with this company again Lost my suitcase for 5 days and don’t take responsibility for it customer service and managers are absolutely abysmal

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“Feeling cheated”

★★☆☆☆

written by Lesliep475 on 01/01/2024

Competitive price. Polite reps and hotel staff. Our first choice of hotel was unavailable despite having paid in full - an email informing us of this arrived a few weeks later. Apparently the hotel was at fault for this. There was only one other hotel at a comparable cost - in fact, the second one was priced a bit higher so we assumed we had done well out of it. The hotel had the same Crystal rating as the first one. On arrival it was clear that the first hotel had a 4* rating; ours had a 2* rating. This should have been made really clear when we were sorting out the issue over the phone and agreeing the new holiday details. On arrival at the airport we were not happy to be told we would have to wait for another incoming flight to fill up the coach before we could depart. As we were kept waiting for over an hour, the ski rental shop had closed 20-25 minutes before we arrived at resort. That was obviously annoying, especially as we were not informed before. It’s possible that we would have booked a private transfer had we known earlier. We will not travel with Crystal again as our confidence built up over the last few years has gone.

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“They don’t care ”

★☆☆☆☆

written by AminaWise101 on 20/12/2022

Hang up the phones when you have a problem, refuse to help, don’t reply to emails, their competitors are offering solutions and changing holidays when skiing can’t be fulfilled, Crystal ski are forcing people to go and hiking their prices!!

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“Crystal Website”

★☆☆☆☆

written by dekrod on 20/09/2022

The new Crystal website is awful - impossible to search for a particular hotel in a resort. Unworkable unless you want to scroll through scores or even hundreds of options to find your preference. After many years of travelling with Crystal I've now moved to Inghams for all our skiing holidays.

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“Passo Tonale and Hotel Delle Alpie”

★★★★☆

written by Mikeyc_1 on 23/03/2022

A family of 4, children 3 and 5yrs old. The resort is good for beginners and second timers and children. More advanced skiing is limited. We stayed at Delle Alpi which was great provided you got used to its lay out. The lifts in the hotel go to different floors so need to get head around that. Old part is fine but the newer part is really nice. Wellness suite was fantastic with such views, and kiddie friendly with time limits. Also the complementary kiddie club was great for us. Ours preferred it to skiing! Ski school is in middle of village and the hotel is at one end. Use the bus.....which we didn't know about beforehand! The nearest lift and slope (blue) and ski hire are within 3 mins of the back of the hotel. There are a couple of nice Reds running onto the blue behind the hotel. We also went onto the glacier in the cable cars with the kiddies just to show them what it was like. We didnt get to the neighbouring village which is linked by cable car and looks really pretty but will do next time. Biggest moan is lack of a briefing and general information flow. Although the rep was great and we made a point to find her and ask our questions you sometimes don't know what you don't know...e.g. bus service stopping outside the hotel. Others in the hotel did mention this as an issue.

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“Absolute shambles! ”

★☆☆☆☆

written by NH2022 on 22/03/2022

Changed our accommodation 3 days before travel meaning we could not be together as planned, no apology or compensation, rude customer service. Then they cancelled our holiday the day before we travelled and blamed me for cancelling! Just about managed to get it reinstated. Avoid avoid avoid!

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“Better going independently”

★★☆☆☆

written by BillLindi on 13/03/2022

We decided to book a ‘package holiday’ (we normally book independently)for several reasons this year. Never again with Crystal. We decided on Wengen, a resort we had been to before and were, fortunately as it turned out, familiar with. The booking process was painful, took a full 3 days for our travel agent to be able to speak to anyone. So long in fact that the contingent of our group that was flying from a different airport booked with Inghams … and what a better experience all round they had! Vouchers for pre paid lift passes, travel passes, train tickets and ski lessons had to be chased by ourselves, and then the information was sketchy. We were travelling on a Saturday and received a train timetable for Tuesday. We weren’t told that the ski pass voucher needed printing, otherwise the ski pass wouldn’t be issued (big thanks to skiset shop in Wengen for printing this out) On arrival in Geneva we were told we could ‘if we wanted to ‘go see the travel rep on the way out of the airport to the train station. We did so, thinking she may be interested to hear we’d arrived safely and beable to give us some info on best trains to get. She seemed a bit surprised to see us, spouted a lot of platform numbers to us (there are 4 train changes to get to Wengen) and left us to get on with it. I have to add that the flight time from Manchester means there’s little room for late luggage or flight arrivals to allow you to catch the last connecting trains to Wengen. If you were unfamiliar with train travel or the Swiss train system this would be a very stressful experience. Fortunately we have done the journey several times. I must add, I can’t fault the hotel (Wengenhof) at all - they were fab and even fed us at 10pm. The rest of our party had travelled with Inghams and had a ‘Welcome’ pack full of useful information Nothing for Crystal holidaymakers!! No direction as to where to go to find out what day, time and meeting place for ski lessons, no telling us the ski pass voucher needed to be printed, no direction to ski hire shop or opening times. What a shambles. I really can’t imagine how stressful this would be if you were unfamiliar with the resort, or, even worse, if you were unfamiliar with the whole ski holiday experience/organisation/ how to do it. Departure day …. Inghams guests had a note to suggest the best time train to get - nothing for Crystal … no surprise there. Really struggling by now to see what the ‘package’ bit of this holiday is. We really would have been more informed, more organised , less stressed and spent less money if we’d have gone independently. There was no ‘package’ at all - just commission to crystal for putting all the various add ins through their system. Geneva airport was a nightmare. Maybe not directly Crystals fault, but as they use EasyJet and EasyJet use Geneva they have to take some ownership of the issues. We queued , snaking in and out of the building, with no seats and no drink for a full 3 hours (we’ve done some travelling in our lives, and this was a record). On asking what the issue was , to 2 separate staff members, we were told it’s always like this on a Saturday - too many passengers and not enough staff. How can this be, the airline and airport were fully aware we were all travelling that day, to my knowledge no one woke up that morning and said “Let’s just pop to Geneva for a flight today” - we’d all booked weeks/months in advance! After 3 exhausting hours of queueing (thank goodness we don’t have young children) we were rushed through security and hustled to the plane- no time to grab a drink or snack. Another hour of standing and, at long last, after 4 hours of standing in line we get on the plane. Our worst airport experience in 35 years , and , bearing in mind one of us used to travel weekly for business meetings to various parts of the world, that’s quite a lot of experience to draw on. We can categorically say never again will we use Crystal and will avoid Geneva airport whenever possible. Inghams and independent travel are the only way.

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“Cancelled holiday 36 hours before travel”

★☆☆☆☆

written by Greenefv1967 on 03/03/2022

Never again will I book through Crystal Ski. Rebooked us into a different resort and lower grade hotel with no notification until an email 36 hours before departure. No apology offered, just £100 compensation for a ruined week with is insulting. The other ski operators I have used have all been signficantly better ( and often cheaper)

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“Atrocious Service ”

★☆☆☆☆

written by Debbieb76 on 12/02/2022

I wouldn't ever use Crystal ski again. Less than 10 days before our holiday Crystal ski sent a booking change confirmation. We didn't notice that on page three they had changed our resort and booked us unto lower quality accommodation. There was no notice, no explanation, no consultation no apology (and no refundof the difference in price). When we phoned, we waited nearly an hour for a rude and unhelpful service. No acknowledgement of the distress they caused. It looks like they haven't even managed to sort out the refund correctly. Appalling. Book elsewhere.

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“Really poor reps who we'd pay not to be there!”

★☆☆☆☆

written by EvieHolden on 01/02/2022

Crystal Reps' involvement (namely two people both looking after Sestriere resort, one was Spanish and one was Greek) made everything more difficult, from trying to retrieve lost items to getting them to honour equipment hire that'd already been paid for. A litany of excuses, none of which match up meant we and other guests wasted a good chunk of time trying to hold them accountable, and when that failed, just doing their jobs. Return coach was an hour late, but guests were none the wiser and our rep (whose number I only got because of having tried to get them to solve issues - this was never provided) mobile phone went straight to voicemail. Lots of unnecessary stress and can't really see the value in booking with Crystal at all.

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“Nightmare from start to finish”

★☆☆☆☆

written by GabrielaCobb on 28/01/2022

The nightmare started after I paid my money to Crystal for a skiing holiday in Andorra from 9th -16th January 2022. I was totally unable to check-in on line or get through to Crystal for advice. My E-tickets, TUI shop and a text from TUI all confirmed that we flying to Andorra via Toulouse. So I had to spend £200 to get the PQR test (staying overnight in London)required by the French authorities. When I arrived at the check-in I was told we were going via Barcelona. Only by chance had I had the foresight to fill in Spanish entry requirements. We had no Rep on the transfer bus. We were dumped in a snow storm in the middle of Pas de la Casa with no Rep and no way of knowing how to get to our hotel. When we found it, it was all locked up, with no one in reception. When eventually we found a staff member I had to haul my luggage up 5 flights of steep stairs - the lift was broken. The Hotel was dire. Not the romantic sounding one advertised by Crystal but more a basic hostel. My room was a tiny cell with just enough room for a double bed. The base was a warped. wooden-slat one and the mattress a battered sprung one. Meals were dire. I was moved to another hotel owned by the same people and although the bed was comfortable, there were innumerable frustrations and difficulties and the meals were poor, especially given what I had paid for the holiday.

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“Absolute Nightmare - Look at the Trustpilot reviews!”

★☆☆☆☆

written by SPudney on 17/01/2022

Firstly - look at Trustpilot reviews and that will convince you to stay well away from this Company. They advertise that you can cancel up to 14 days before you travel but you can't get in touch with them to do this so don't believe it. For 2 weeks I have been trying to get in touch with them to discuss the options of cancelling a holiday in a couple of weeks time. I tried to telephone (many many times - there is only one number), but recorded message said that I had dialed the wrong number (which I had not). Today it actually rang but after waiting over 2 hours listening to music I had to give up. A couple of weeks ago, I emailed Crystal Ski 'after travel', 'pre travel' addresses and the general email address and asked that somebody call me urgently a - but no response.. Putting aside the issue of cancellation, when I entered my booking details in ‘manage your booking’ it says “ Sorry, we can't find a booking with these details" so I couldn't even check in, enter passenger info etc. or even find out if my booking existed. I have now, by chance noticed that they had changed the booking reference (without telling me). What a shower!!! If you can find a holiday with somebody else then I strongly suggest that you do so as I have zero confidence that this shower would be there to help or support if something goes wrong whilst away.

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“HORRIBLE WINTER BREAK ”

★☆☆☆☆

written by sheilaks123 on 23/03/2020

I am writing in response to our ski package in February. We contacted Ski Swift/Crystal Ski in October to book for February break. I told the representative we were an American family of six with kids ages 15, 14, 12, and 10. We asked for ski in/ ski out, a pool, nice restaurant and evening activities. We were very dissatisfied with our resort (Niege et Ciel) upon arrival. We didn’t get any of these things with Niege et Ciel. First, when we arrived there was no one from Ski Swift or Crystal Ski(no one ever explained this relationship to us) to meet us. The check-in person merely handed us our keys and some bracelets and said goodnight. We received no information as to what the bracelets were actually for. She didn’t tell us where anything was located or about any of the services of the hotel. No one explained to us that the numbers on our keys also correlated to the lockers for skis. No one told us where the ski lockers were or how the meals worked. The rooms were tiny and depressing. My husband and I had to walk sideways to get by one another. We are a family of 6!!! The hotel bed and bedding were hard and stained. There was no shampoo or soap provided. We paid a fortune for this vacation and we didn’t even get soap in any of our 3 rooms! The meals were boring, tasteless and repetitive. Breakfast was the same every single day. If you show up after 8:45, they don’t put more food out even though breakfast is over at 9:30. The kitchen staff actually start setting up for lunch while you eat breakfast. If you sit anywhere near the kitchen during dinner, the inadequately vented kitchen will make you nauseous with the smell of grease. Dinner was crowded and some parties would put their names on tables and show up close to 21:00. The kitchen staff allowed this behaviour. You would often have to wait awhile for the kitchen staff to clean our plates. This resort is for YOUNG families not ones with teenagers. There were toddlers screaming at all hours in every room. I consistently observed small children grabbing food with their hands or touching all of the utensils. No one stopped them. Why were we matched with this property? Furthermore, everyone and every activity at this resort was in French. We could not participate in anything. There was nothing for our teenagers to do after skiing. No pool. No spa. TV only had French channels. I hurt myself falling at the airport and I had to spend the week in this dismal hotel. The Crystal Ski representative even admitted that the place needed a makeover and was not the appropriate one for us. However, we could not find that representative during her scheduled hours for the rest of the week. The hotel employees didn’t even know where she was. We never got a message about our pickup for our return. We had to call twice and were given the incorrect time and location for pickup. We were then crammed into a van to drive less than 5 minutes to be dropped off in a lot to wait for the bus. My family had to separate into two vans and my 10 year old had to sit in the front of the van which is not allowed in the USA. We then had to ride in a hot bus in which the driver never asked us about our comfort. I will never book a ski vacation through your company again and I will encourage others to look elsewhere. You are only interested in making a quick buck and not customer service or satisfaction. I also contacted then via phone and email about our dissatisfaction and never got a response.

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“Ruined Our Trip at The last minute ”

★☆☆☆☆

written by garymac1999 on 09/01/2020

After using Crystal Ski for over 7 Years I have no choice in sharing my experience. What an absolute Poor Customer. We are a party of 9 friends that do 2-3 or sometimes 4 trips per season. 4 of us live in Manchester & 5 live in Brighton so we always have to call into crystal to sort out the odd man booking. This is our second trip this season & I have to say that Crystal Ski have truly ruined our this for us. We were emailed days ago by Crystal saying that they have changed the size of the plane & that we could NOT take any Ski Carriage. Crystal tried to palm us off with £60 to arrange Hire gear in resort which we said NO WAY. ( We are all experienced riders & have ALL our own gear, so being told we couldn't take it was a big problem. Due to the fact that we had to have 3 separate booking, 2 from Gatwick & 1 from Manchester the only flights affected were from Gatwick. So, because Crystal were not willing to provide adequate compensation we were forced to cancel. Now that the bookings have been cancelled Crystal ski would NOT allow the 3rd booking from Manchester to be refunded as our flight isn't affected, we are now a party of 3 rather than 9. Considering we do multiple trips per season this amounts to £40-£45k that we spend with Crystal. Given that I have been on the phone to them directly to explain the effects of there silliness to NOT refund ALL 9 Persons I can see that they have no problem in ruining the trip for ALL 9 persons, I find this totally unacceptable. If you are about to book with this company I would 1000% NEVER recommend them to any group of people, as they don't care 1 bit about what the knock on affect is to there customers. We are under 10 days before we are due to leave but our party is 3 NOT 9. I would say to Crystal Ski that considering the circumstances that was explained to them in detail about the booking and the group, we will NEVER be booking with them again & I will NEVER recommend them to anyone I know & to the people I do know that use them I will be informing them of the Diabolical Service we have received & for completely ruining our Trip. GIVE CRYSTAL SKI A WIDE BERTH, THEY ARE ALL ABOUT THE £££ NOT THE CUSTOMER. EXTREMELY BAD CUSTOMER SERVICE.

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“Never Again!!”

★☆☆☆☆

written by KathyAB21 on 20/03/2019

Our seats on plane deliberately allocated apart when we went to check in online. When I tried to move our 2 seats together they wanted to charge us more money! Rep service more or less non existent. No reps on coach either way. Multiple stops on coach, some people missed their stop as driver spoke minimal English. 40 min late picked up on way back, no communication to inform of us of delay, chaos and confusion on bus as no rep..further delayed en route due to lack of ability of driver to communicate with guests who were unclear whether they were on right bus.. and we almost missed our flight. Lots of reps hanging around chatting at airport..didn't offer to help unload coach or even tell us where to check in. Didn't appear to care less. Very stressful end to our holiday as we only just made our flight due to their incompetence.

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“Crystal sell family apartment in half term above a...”

★☆☆☆☆

written by on 13/03/2019

Having written twice to Crystal since February half term we have no response to our complaint and so I felt that customers need to understand how little Crystal care about them once the holiday is over. We had read one bad review about the apartment we were booked in during half term week in Val D'Isere which stated that on no account should customers book on the first floor because of the pounding music from the night club below. We requested rooms high and at the back of the block. On arrival we were given the exact room we asked not to have. The first three nights were fine and then the nightclub opened on the Tuesday and continued all week. Sleep was impossible from midnight until 3.00am and we were exhausted especially as skiing is very important to us and we get the first lifts when ever possible. Whats more there was no Crystal rep on the bus transfer from the airport and we had to inform the driver he was on his way to Les Arcs by mistake instead of Val D'Isere. Once in Val we were able to tell the driver where our apartment was but the other customers on board had no idea and neither did the driver. The rep was dismissive and frankly rude and left it until the last minute to tell us about the early morning transfer details out of the resort. We have been Crystal customers for years but I am afraid this time the service was extremely poor.

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“Your loss crystal....”

★☆☆☆☆

written by Millerlw140 on 08/01/2019

Phoned up recently with money to spend and willing to spend it on a Crystal ski holiday. Very poor customer service from an extremely distinterested and unhelpful member of staff who quite clearly wanted me off the phone and not bothering him. Therefore - no money coming your way crystal ski, your loss as I took my business to a competitor who had customer service staff who actually valued me and my hard earned money,Shame on you crystal - get your staff sorted out. Official complaint been made.

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“Never travel with crystal”

★☆☆☆☆

written by Nekane12 on 27/03/2018

I recently went on a crystal holiday my mistake was it was the second time & I really shouldn’t have bothered as the first holiday was awful. Never saw a rep after we arrived at the hotel, not even on the coach back to the airport. Food in hotel was awful & rep did nothing. I was hoping they had got better but I’m sad to say they were worse. Never will I go on another crystal holiday & I advise everybody to steer clear.

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“Avoid is my advice.”

★☆☆☆☆

written by EdwinUnderwood on 22/03/2018

They just don't care. Take your money and then ignore you when it goes wrong. Lie about everything.

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