Latest posts for the topic "Crystal Ski......Problem Solved."

Crystal Ski......Problem Solved.

Fri, 8 Jun 2012 10:17:45 GMT

Having booked our new year trip with these guys nice and early to ensure we got the accommodation we wanted we have now been let down.
Crystal have told us that that accommodation is no longer available and we have to choose something else. Not happy.
How can they sell something they cannot supply?

So now we have the choice to "UPGRADE" to a smaller apartment for free (bless them) OR pay extra for another two bedroom apartment in another residence.

If i were to have cancelled then i would have lost GBP300+ of my deposit but they offer no compensation simply because it is in their 't&c's'

This is the second time i have been messed about by these guys.

Re:Crystal Ski......ARGH!!!!!!!!!

Fri, 8 Jun 2012 11:06:27 GMT

Hmmmm it's rubbish like this that makes me carry on with the DIY stuff! We've just booked an apartment and we're driving down overnight.

Hope you get it sorted.

Re:Crystal Ski......ARGH!!!!!!!!!

Fri, 8 Jun 2012 12:32:44 GMT

I have booked with Crystal the last few years and each trip has had its issues, so much so that it has caused me to complain upon return. The problem is that from time to time they have good offers which are hard to pass up, its just the extremely poor customer service in and out of resort that bothers me.

Two years ago we booked a 4 man apartment in Tignes through them rated 3 star. I would have give it -3 star following the numerous health and safety issues. I actually photographed every issue we have with the accommodation and sent a complaint highlighting sockets hanging from walls etc. All I got was a letter consisting of about 5 lines of text apologising and GBP50 worth of vouchers to get off a holiday with them. They are worse then useless and have little in the way of customer service as they know thousands of others will book with them each season.

I really feel for you. Rant over.

Re:Crystal Ski......ARGH!!!!!!!!!

Fri, 8 Jun 2012 12:48:54 GMT

TowerBridge Andy wrote:The problem is that from time to time they have good offers which are hard to pass up, its just the extremely poor customer service in and out of resort that bothers me.

Thats why i booked, it seemed a good price for a busy week. I have emailed them with my thoughts and we will see what happens. Im not holding my breath though.

Re:Crystal Ski......ARGH!!!!!!!!!

Fri, 8 Jun 2012 14:02:50 GMT

I'm thinking that you have the right to a full refund under the Sale of Goods Act. Crystal have failed to supply what you purchased in good faith. Did you pay the deposit with a credit card? If so, then Section 75 of the 1974 Consumer Credit Act may apply. Speak to the card supplier, or your Bank pronto.

Re:Crystal Ski......ARGH!!!!!!!!!

Fri, 8 Jun 2012 14:22:32 GMT

Bandit,

A full refund is available as an option, I'm sure of this even though it hasn't been discussed yet.
I'd rather have my holiday sorted than a refund though but I must admit I am getting close to asking for it.

Re:Crystal Ski......ARGH!!!!!!!!!

Fri, 8 Jun 2012 15:55:55 GMT

Snapzzz,
I suggest you get the refund off Crystal and come to Tignes Les Brevieres with us instead, on January 13th :D

Re:Crystal Ski......ARGH!!!!!!!!!

Fri, 8 Jun 2012 16:42:31 GMT

AllyG wrote:Snapzzz,
I suggest you get the refund off Crystal and come to Tignes Les Brevieres with us instead, on January 13th :D

It's not New Year though, and it's also during Term Time, so I can't help feeling that your suggestion won't really help Snapzzz.

Re:Crystal Ski......ARGH!!!!!!!!!

Fri, 8 Jun 2012 21:57:07 GMT

bandit wrote:

AllyG wrote:Snapzzz,
I suggest you get the refund off Crystal and come to Tignes Les Brevieres with us instead, on January 13th :D

It's not New Year though, and it's also during Term Time, so I can't help feeling that your suggestion won't really help Snapzzz.

LMAO :lol: :lol: :lol: :lol: :lol:

Re:Crystal Ski......ARGH!!!!!!!!!

Fri, 8 Jun 2012 22:18:53 GMT

Poor Snapzz, missing the chance to join us !!!!!

Re:Crystal Ski......ARGH!!!!!!!!!

Sat, 9 Jun 2012 15:36:48 GMT

felthorpe wrote:Poor Snapzz, missing the chance to join us !!!!!

Or could it be lucky Snapzz :twisted:

Re:Crystal Ski......ARGH!!!!!!!!!

Sun, 10 Jun 2012 09:21:42 GMT

AllyG wrote:Snapzzz,
I suggest you get the refund off Crystal and come to Tignes Les Brevieres with us instead, on January 13th :D

Not a helpful suggestion.

Snapzz - I've used Crystal ONCE for a ski holiday and vowed not to use them again, well at least not in a catered chalet.

I don't know whats happened with your holiday here but I can only suggest they've sold it at too cheap a price and now realise that, or double booked. Either way, not your problem.

Whatever they've offered is their INITIAL offer and you are entitled to negotiate. Hold out for a big discount off what you've been offered, or an upgrade to something better. Either that or Crystal will just bomb you out and give you your deposit back, which I see as most likely outcome here.

Their customer service is shocking, which is odd as Thomson Holidays are excellent from my experience.

Re:Crystal Ski......ARGH!!!!!!!!!

Sun, 10 Jun 2012 11:27:52 GMT

Snapzzz, join us in VDI in our catered chalet luxury accommodation.....bring your sleeping bag and you can bed down in the heated ski locker. You'd be 1st out each morning :mrgreen:

Re:Crystal Ski......ARGH!!!!!!!!!

Sun, 10 Jun 2012 14:37:28 GMT

Tony_H wrote:
I don't know whats happened with your holiday here but I can only suggest they've sold it at too cheap a price and now realise that, or double booked. Either way, not your problem.

Whatever they've offered is their INITIAL offer and you are entitled to negotiate. Hold out for a big discount off what you've been offered, or an upgrade to something better. Either that or Crystal will just bomb you out and give you your deposit back, which I see as most likely outcome here.

Well they said that they are no longer dealing with our booked accommodation any more for commercial reasons. Which is probably a cost thing.
My argument is that they should not be selling products they cannot provide.

Their initial offer was nothing. Just a swap to alternative higher grade apartments but one bedroom less. After i complained and got no where i suggested that i might contact Simon Cross (head boy) which got some movement. They then informed me that they had forgotten to tell me that the new apartments were GBP100 cheaper (convenient that eh?).

I then told them that i wanted a two bedroom apartment as that is what i booked but the only available one was GBP400 more. They were willing to meet half that cost but there is no way I'm paying a penny more due their balls up.

In the end i agreed to take the one bed for GBP100 cheaper but only if they gave me a free lift pass as a gesture of good will - NO was their response to that as they cannot discount lift passes. I pointed out that they often ran 2-4-1 offers.

So now we are at a point where i can take the one bed for GBP100 less PLUS an additional GBP100 compensation in lieu of my lift pass demands.
So a total of GBP200 saved but i do loose the second bedroom and Meg will have to use a sofa bed.

I have to decide by 15th July......i will take my time.

Re:Crystal Ski......ARGH!!!!!!!!!

Sun, 10 Jun 2012 14:39:19 GMT

bedrock barney wrote:Snapzzz, join us in VDI in our catered chalet luxury accommodation.....bring your sleeping bag and you can bed down in the heated ski locker. You'd be 1st out each morning :mrgreen:

Just might happen mate.

Re:Crystal Ski......ARGH!!!!!!!!!

Sun, 10 Jun 2012 14:50:06 GMT

All this & Ian thinks you're lucky, god only knows what Ian's trips are like for yours to be considered lucky :shock:

Re:Crystal Ski......ARGH!!!!!!!!!

Sun, 10 Jun 2012 14:58:45 GMT

I stopped using Crystal several years ago as their idea of good service is a great deal lower than mine!
Once they have you money (in our group's case around GBP45k per year!) I've found that their interest in you as a customer is virtually zero.
We'll never use them again.

Re:Crystal Ski......ARGH!!!!!!!!!

Sun, 10 Jun 2012 16:04:27 GMT

Snapzzz wrote:

Tony_H wrote:
I don't know whats happened with your holiday here but I can only suggest they've sold it at too cheap a price and now realise that, or double booked. Either way, not your problem.

Whatever they've offered is their INITIAL offer and you are entitled to negotiate. Hold out for a big discount off what you've been offered, or an upgrade to something better. Either that or Crystal will just bomb you out and give you your deposit back, which I see as most likely outcome here.

Well they said that they are no longer dealing with our booked accommodation any more for commercial reasons. Which is probably a cost thing.
My argument is that they should not be selling products they cannot provide.

Their initial offer was nothing. Just a swap to alternative higher grade apartments but one bedroom less. After i complained and got no where i suggested that i might contact Simon Cross (head boy) which got some movement. They then informed me that they had forgotten to tell me that the new apartments were GBP100 cheaper (convenient that eh?).

I then told them that i wanted a two bedroom apartment as that is what i booked but the only available one was GBP400 more. They were willing to meet half that cost but there is no way I'm paying a penny more due their balls up.

In the end i agreed to take the one bed for GBP100 cheaper but only if they gave me a free lift pass as a gesture of good will - NO was their response to that as they cannot discount lift passes. I pointed out that they often ran 2-4-1 offers.

So now we are at a point where i can take the one bed for GBP100 less PLUS an additional GBP100 compensation in lieu of my lift pass demands.
So a total of GBP200 saved but i do loose the second bedroom and Meg will have to use a sofa bed.

I have to decide by 15th July......i will take my time.

Snapzzz.....ISTR that Simon Cross has posted on SH after some of his clients posted up their experiences...... Some reasonable results have been achieved -)

Re:Crystal Ski......ARGH!!!!!!!!!

Sun, 10 Jun 2012 17:04:03 GMT

bandit wrote:

Snapzzz.....ISTR that Simon Cross has posted on SH after some of his clients posted up their experiences...... Some reasonable results have been achieved -)

oh.

Re:Crystal Ski......ARGH!!!!!!!!!

Sun, 10 Jun 2012 21:26:56 GMT

Snapzzz,
I hope you get something acceptable sorted. It must be very frustrating, especially as you booked the holiday early in order to be sure of getting somewhere you really liked.

And I apologize for my last comment - which was both insensitive and unhelpful :oops:

Re:Crystal Ski......ARGH!!!!!!!!!

Tue, 12 Jun 2012 10:38:20 GMT

Three pages ... so I thought I'd better get envolved to sort this mess out ..... get your deposit back from the TO and book with some one else !!!!!!

I'm glad I have sorted that one :thumbup:

Re:Crystal Ski......ARGH!!!!!!!!!

Tue, 12 Jun 2012 11:48:12 GMT

Thanks Ian, that's a huge weight off my mind now.

Re:Crystal Ski......ARGH!!!!!!!!!

Tue, 12 Jun 2012 12:40:50 GMT

Snapzzz wrote:Thanks Ian, that's a huge weight off my mind now.

No problem ... thats what I'm here for :wink:

Re:Crystal Ski......ARGH!!!!!!!!!

Wed, 13 Jun 2012 16:27:24 GMT

Ian Wickham wrote:

Snapzzz wrote:Thanks Ian, that's a huge weight off my mind now.

No problem ... thats what I'm here for :wink:

Wickers, you have such talent :D

Snapzzz, have you made any progress :?:

Re:Crystal Ski......ARGH!!!!!!!!!

Wed, 13 Jun 2012 21:59:36 GMT

bandit wrote:

Ian Wickham wrote:

Snapzzz wrote:Thanks Ian, that's a huge weight off my mind now.

No problem ... thats what I'm here for :wink:

Wickers, you have such talent :D

Snapzzz, have you made any progress :?:

Look .... once a company lets me down thats there lot, I would not use them again ever.
My opinions of TO's have been well publicised on this site over the years, Most not all give a shoddy
service. 8)

Re:Crystal Ski......ARGH!!!!!!!!!

Thu, 14 Jun 2012 16:28:28 GMT

Incorrect Ian.

Crystal are the exception to the rule you made up there.

Re:Crystal Ski......ARGH!!!!!!!!!

Thu, 14 Jun 2012 19:19:19 GMT

Tony_H wrote:Incorrect Ian.

Crystal are the exception to the rule you made up there.

Nothing made up from my statement, Just fact and experience :shock:

Re:Crystal Ski......ARGH!!!!!!!!!

Thu, 14 Jun 2012 22:15:33 GMT

It sounds to me like the accommodation provider has pulled out of the contract, maybe they've gone bust or there's been a change of ownership, better offer etc. So there's not much Crystal or any other TO could have done about it. Doing business in France can be quite challenging.

Crystal are by far the biggest tour operator, with a large (over 30%) and increasing share of the market so they don't need to offer you anything more than they are legally obliged to. If you take your custom elsewhere there are enough people ready and willing take your place.

The free lift pass is a none starter. Most of the big French lift companies are part of the same company the Compagnie des Alpes http://www.compagniedesalpes.com/en/dom_ski_cda (if you buy 400 shares they will give you a six day pass). It is in turn part of the Caisse des depots et consignations an investment group controlled by the French government. As they are by far the largest player in the French market there is no need for them to offer Crystal or anyone else a discount passes.

The 2 for 1 offers are usually financed by the tourist organisations and are only available during low season.

Looks like your stuck between a rock and a hard place, one bedroom is not what you want, paying the extra 200 quid for two bedrooms will leave a nasty taste in your mouth and cancelling might end up costing you even more.

Re:Crystal Ski......ARGH!!!!!!!!!

Fri, 15 Jun 2012 07:18:53 GMT

Tony_H wrote:Incorrect Ian.

Crystal are the exception to the rule you made up there.

I'll give you an example of the TO's incompetence ..... Many years ago possible the last time we used a TO we booked a self drive holiday with Ski Independence to SChe now my brother in law who had booked ski hire with them for him and his family discovered that they had booked his ski hire package with a ski shop in the next village !!!!!!

Re:Crystal Ski......ARGH!!!!!!!!!

Fri, 15 Jun 2012 10:09:54 GMT

Ian Wickham wrote:

Tony_H wrote:Incorrect Ian.

Crystal are the exception to the rule you made up there.

I'll give you an example of the TO's incompetence ..... Many years ago possible the last time we used a TO we booked a self drive holiday with Ski Independence to SChe now my brother in law who had booked ski hire with them for him and his family discovered that they had booked his ski hire package with a ski shop in the next village !!!!!!

Hardly a major issue. You just go into the same brand shop in your village and get it sorted.

You did a TO package in March to St Anton. I don't recall there being any problems getting there, with the hotel, or anything else for that matter.

People remember isolated incidents and tar everything with the same brush.

How about the incompetence possible on a DIY holiday? You could take the wrong turn or forget snow chains -)

Re:Crystal Ski......ARGH!!!!!!!!!

Fri, 15 Jun 2012 10:54:47 GMT

Tony_H wrote:

Ian Wickham wrote:

Tony_H wrote:Incorrect Ian.

Crystal are the exception to the rule you made up there.

I'll give you an example of the TO's incompetence ..... Many years ago possible the last time we used a TO we booked a self drive holiday with Ski Independence to SChe now my brother in law who had booked ski hire with them for him and his family discovered that they had booked his ski hire package with a ski shop in the next village !!!!!!

Hardly a major issue. You just go into the same brand shop in your village and get it sorted.

You did a TO package in March to St Anton. I don't recall there being any problems getting there, with the hotel, or anything else for that matter.

People remember isolated incidents and tar everything with the same brush.

How about the incompetence possible on a DIY holiday? You could take the wrong turn or forget snow chains -)

Just to finish off the local sister shop would not would not honour the rental booking there suggestion drive to the next village ... a real help, still we did manage some compo from the TO.

Re:Crystal Ski......ARGH!!!!!!!!!

Fri, 15 Jun 2012 16:01:28 GMT

Ian Wickham wrote:

Tony_H wrote:

Ian Wickham wrote:

Tony_H wrote:Incorrect Ian.

Crystal are the exception to the rule you made up there.

I'll give you an example of the TO's incompetence ..... Many years ago possible the last time we used a TO we booked a self drive holiday with Ski Independence to SChe now my brother in law who had booked ski hire with them for him and his family discovered that they had booked his ski hire package with a ski shop in the next village !!!!!!

Hardly a major issue. You just go into the same brand shop in your village and get it sorted.

You did a TO package in March to St Anton. I don't recall there being any problems getting there, with the hotel, or anything else for that matter.

People remember isolated incidents and tar everything with the same brush.

How about the incompetence possible on a DIY holiday? You could take the wrong turn or forget snow chains -)

Just to finish off the local sister shop would not would not honour the rental booking there suggestion drive to the next village ... a real help, still we did manage some compo from the TO.

That was because they were French.

Re:Crystal Ski......ARGH!!!!!!!!!

Mon, 18 Jun 2012 13:17:31 GMT

Guys,

As a follow up i am pleased to say that my unfortunate situation has now been resolved to our satisfaction.
Crystal Ski have managed to find a suitable 2 bedroom apartment for us which is great news as our holiday is now back on track.
No other compensation was asked for again or received.

I would like to point out one thing before i sign this thread off and that is why i was reluctant to cancel my booking and take my business elsewhere as suggested by many members. This is simple. Cost.
Crystal have always been my first choice in TO because they do offer value for money and they fit my requirements 100%. We tend to Ski self catering and rely very little on the reps/child care and all other in resort services. We need flights, transfers and a half decent apartment and we have always found Crystal offer this cheaper than others.
When i booked it was early doors and there were great offers to be had that have now gone with most other TOs and we also had 2-4-1 on ski hire.
Sure i could have just waited until Dec and tried to grab a cheap deal but having a family means we are tied to certain weeks and we need to plan ahead with some certainty.

So i would to take this opportunity to thank Crystal for their help and say that unless something drastic happens we will continue to book with them in future. Although i am not sure that they would want us

Re:Crystal Ski......ARGH!!!!!!!!!

Mon, 18 Jun 2012 13:28:55 GMT

Good to hear your news Snapzzz.

I agree with you about Crystal.
I would never stay in their own accomodation (been there, done that, scars have healed).
But I have used them several times for good, reliable transfers etc to both Hotels and self-catering.
Went with them last year to Serre Chev to an hotel - transfer service etc was good, the rep was actually a sweety and conscientious.

Re:Crystal Ski......ARGH!!!!!!!!!

Mon, 18 Jun 2012 13:42:52 GMT

IMO you booked a holiday in good faith, paid deposit & then got bumped causing a lot of anguish & no doubt time consuming discussions on how to get another holiday sorted.

Eventually they find something suitable & you are indebted to them for doing what should have been done without question & no compensation offered, not my idea of a company I would be doing future business with.

I am pleased for you & your family with getting your trip back on track but feel sorry for any situation causing you to rely on Crystal in the future, IMO they could have done more for the pain they put you & your family through.

Re:Crystal Ski......ARGH!!!!!!!!!

Mon, 18 Jun 2012 14:16:24 GMT

brooksy wrote:
IMO you booked a holiday in good faith, paid deposit & then got bumped causing a lot of anguish & no doubt time consuming discussions on how to get another holiday sorted.

Eventually they find something suitable & you are indebted to them for doing what should have been done without question & no compensation offered, not my idea of a company I would be doing future business with.

I am pleased for you & your family with getting your trip back on track but feel sorry for any situation causing you to rely on Crystal in the future, IMO they could have done more for the pain they put you & your family through.

Sorry i did forget to add that the Accommodation now is a decent upgrade. We were in the older maeva apartments but now have been placed in the New Eden Arc resort which whilst out of town a little i am pleased with.

Re:Crystal Ski......ARGH!!!!!!!!!

Mon, 18 Jun 2012 14:28:08 GMT

Snapzzz wrote:

brooksy wrote:
IMO you booked a holiday in good faith, paid deposit & then got bumped causing a lot of anguish & no doubt time consuming discussions on how to get another holiday sorted.

Eventually they find something suitable & you are indebted to them for doing what should have been done without question & no compensation offered, not my idea of a company I would be doing future business with.

I am pleased for you & your family with getting your trip back on track but feel sorry for any situation causing you to rely on Crystal in the future, IMO they could have done more for the pain they put you & your family through.

Sorry i did forget to add that the Accommodation now is a decent upgrade. We were in the older maeva apartments but now have been placed in the New Eden Arc resort which whilst out of town a little i am pleased with.

That's better 8)

Re:Crystal Ski......Problem Solved.

Mon, 18 Jun 2012 16:13:40 GMT

Glad to hear you've got your holiday back on track. This sort of post booking hassle would drive me nuts. Haven't been on a TO holiday since 1984.....very happy to go down the DIY route!

Re:Crystal Ski......Problem Solved.

Mon, 18 Jun 2012 23:29:40 GMT

Glad you got things sorted Snapzz. If you wanted to book one of those apartments for new year via the French letting agents it would cost you 1950 Euro. The Maeva apartments belong to P&V so this is a very good upgrade :thumbup:

Re:Crystal Ski......Problem Solved.

Fri, 22 Jun 2012 14:09:17 GMT

Good news Snapzz.

Crystal didnt ask you to publicly big them up a little bit in relation to this thread by any chance did they?

Re:Crystal Ski......Problem Solved.

Fri, 22 Jun 2012 14:14:30 GMT

Tony_H wrote:Good news Snapzz.

Crystal didnt ask you to publicly big them up a little bit in relation to this thread by any chance did they?

Not at all mate, i just like to be fair and honest.