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Danie M
Avoid crystal ski !!!!
Crystal ski的点评
点评：Crystal ski claims it is a “package holiday, that is hassle-free”, these statements should be immediately disregarded, and considerable compensation should be negotiated for all clients which experience a trip like ours.
Upon arrival to the airport, there was no direction from any Crystal staff towards the correct bus. In the end we confirmed with the French bus driver who kindly helped up us with the luggage and informing us that we were on the correct transfer. Both of us have never been to Chambery airport before so had to work out where to go, which was particularly daunting with so many transfer buses available. Only when we were on the coach did we receive a letter that had very limited information in. No welcome, or acknowledgment from any of the Crystal reps.
Once arrived at our location, we then were told that we could buy our ski passes whilst waiting for our second coach to take us to our location. The Crystal rep was unable to process the lift passes due to a lack of wifi which was understandable. The rep then said that he would be at the accommodation in a few moments to sort and to also give us more information about the apartments. Upon arrival to the Apartment, there was no Crystal Rep present the entire afternoon and into the evening.
Reception was also closed until 1700, leaving us from 1200-1700 with no idea of what to do, or where to leave our luggage. Having never gone on a ski trip before this is completely unacceptable and why we booked a package holiday to ensure we were guided through the process. After noticing the ski shop was open, we decided it was wise to get our equipment as this was what other arrivals were doing. After waiting 2 hours to get fitted for ski boots, my husband was offered one ski boot, that ended up not being his size. We were then told that this was the only size they have and that there is nothing they can do about this, and also “not their problem”. This whole process was hugely confusing as we were told that Crystal had also not passed on any of our details for the shop to reserve us boots, skis and poles. The utter lack of organisation, service and complete absence of a Crystal Ski rep was beyond disappointing and frustrating. We were therefore required to call the helpline whilst waiting to see if they could contact the ski rep for help, and we received a completely unhelpful response from the UK service centre, and no reply from the rep in situ who may have been able to discuss with the relevant people. After continuous prompts and pleading to the shop assistant he finally managed to contact another ski hire shop for another size boot. Luckily this boot fit and we left with ski gear after four hours in the shop, no thanks to Crystal Ski, missing any chances of skiing that day.
1700 came, and still not show of the Crystal ski rep. We then checked into the apartment, still with no further information about our holiday as no rep was there when they said they would be there to sort our ski passes.
Sunday at 1800, there was finally a Crystal Ski rep in reception. We were told in the welcome letter that there was a welcome meeting. No welcome meeting was held. Instead, we got a disinterested and ignored interaction from the rep, who completely ignored us sitting next to them in the area. My husband had to eventually spark up a conversation to get any response! The rep then was able to sort us ski passes. At no point did he tell us that the ski passes included “express lane “use. We had no idea until we were told by the queue assistant on the last day of the holiday. Selling customers a product without clear transparency is disgraceful. After selling us the passes, the rep then packed up and left. No information about the hotel (including what would happen when we needed to check out, or that the hotel offered a fresh pastry service – all things that would enhance and bring peace of mind to the holiday), transfers or ANYTHING was passed onto us! Crystal Ski should offer training to enable the staff to deliver some sort of customer service, that provides any sort of information.
On the third day, my husband’s ski was broken due to the on-piste conditions (stones). He was charged €160 due to us not taking out insurance – ski insurance we were not offered by the ski shop at any stage, and does not appear as part of the “Ski Essentials” offer on the Crystal Ski app. When speaking to other couples, they said this normally gets offered at the ski shop or by ski reps. Never once was this mentioned to us. Surely as a package holiday Crystal should include this or inform their customers that this is a must to get on day one of their ski holiday. We were hugely upset and disappointed this was never mentioned. As a couple on their first ski holiday together this should have been delivered to us as essential information. Crystal failing to tell us this essential insurance is a beyond explainable. Furthermore, the conditions on the slopes with thin snow and exposed stones should have been a prompt for the local representatives to explain that there is a risk to equipment and the insurance is recommended – otherwise there is no point in having a local representative!
The day before departure, there was no ski rep in reception to ask about departure information. Hardly a shock at this point of the holiday as a complete lack of communication was at least largely consistent.
On the day of departure, we went to go check if our transfer was there (at 0510). Sadly it was not and ended up being 15 minutes late (again not hugely shocking at this point of the holiday). Yet the real issue was that we could not get back into the apartment as the code that was given in the welcome letter did not enable us access to the hotel! In -5°C conditions this was hardly acceptable, and again a complete lack of customer service or care.
Upon arrival to the airport, there was no direction from any Crystal staff towards the correct bus. In the end we confirmed with the French bus driver who kindly helped up us with the luggage and informing us that we were on the correct transfer. Both of us have never been to Chambery airport before so had to work out where to go, which was particularly daunting with so many transfer buses available. Only when we were on the coach did we receive a letter that had very limited information in. No welcome, or acknowledgment from any of the Crystal reps.
Once arrived at our location, we then were told that we could buy our ski passes whilst waiting for our second coach to take us to our location. The Crystal rep was unable to process the lift passes due to a lack of wifi which was understandable. The rep then said that he would be at the accommodation in a few moments to sort and to also give us more information about the apartments. Upon arrival to the Apartment, there was no Crystal Rep present the entire afternoon and into the evening.
Reception was also closed until 1700, leaving us from 1200-1700 with no idea of what to do, or where to leave our luggage. Having never gone on a ski trip before this is completely unacceptable and why we booked a package holiday to ensure we were guided through the process. After noticing the ski shop was open, we decided it was wise to get our equipment as this was what other arrivals were doing. After waiting 2 hours to get fitted for ski boots, my husband was offered one ski boot, that ended up not being his size. We were then told that this was the only size they have and that there is nothing they can do about this, and also “not their problem”. This whole process was hugely confusing as we were told that Crystal had also not passed on any of our details for the shop to reserve us boots, skis and poles. The utter lack of organisation, service and complete absence of a Crystal Ski rep was beyond disappointing and frustrating. We were therefore required to call the helpline whilst waiting to see if they could contact the ski rep for help, and we received a completely unhelpful response from the UK service centre, and no reply from the rep in situ who may have been able to discuss with the relevant people. After continuous prompts and pleading to the shop assistant he finally managed to contact another ski hire shop for another size boot. Luckily this boot fit and we left with ski gear after four hours in the shop, no thanks to Crystal Ski, missing any chances of skiing that day.
1700 came, and still not show of the Crystal ski rep. We then checked into the apartment, still with no further information about our holiday as no rep was there when they said they would be there to sort our ski passes.
Sunday at 1800, there was finally a Crystal Ski rep in reception. We were told in the welcome letter that there was a welcome meeting. No welcome meeting was held. Instead, we got a disinterested and ignored interaction from the rep, who completely ignored us sitting next to them in the area. My husband had to eventually spark up a conversation to get any response! The rep then was able to sort us ski passes. At no point did he tell us that the ski passes included “express lane “use. We had no idea until we were told by the queue assistant on the last day of the holiday. Selling customers a product without clear transparency is disgraceful. After selling us the passes, the rep then packed up and left. No information about the hotel (including what would happen when we needed to check out, or that the hotel offered a fresh pastry service – all things that would enhance and bring peace of mind to the holiday), transfers or ANYTHING was passed onto us! Crystal Ski should offer training to enable the staff to deliver some sort of customer service, that provides any sort of information.
On the third day, my husband’s ski was broken due to the on-piste conditions (stones). He was charged €160 due to us not taking out insurance – ski insurance we were not offered by the ski shop at any stage, and does not appear as part of the “Ski Essentials” offer on the Crystal Ski app. When speaking to other couples, they said this normally gets offered at the ski shop or by ski reps. Never once was this mentioned to us. Surely as a package holiday Crystal should include this or inform their customers that this is a must to get on day one of their ski holiday. We were hugely upset and disappointed this was never mentioned. As a couple on their first ski holiday together this should have been delivered to us as essential information. Crystal failing to tell us this essential insurance is a beyond explainable. Furthermore, the conditions on the slopes with thin snow and exposed stones should have been a prompt for the local representatives to explain that there is a risk to equipment and the insurance is recommended – otherwise there is no point in having a local representative!
The day before departure, there was no ski rep in reception to ask about departure information. Hardly a shock at this point of the holiday as a complete lack of communication was at least largely consistent.
On the day of departure, we went to go check if our transfer was there (at 0510). Sadly it was not and ended up being 15 minutes late (again not hugely shocking at this point of the holiday). Yet the real issue was that we could not get back into the apartment as the code that was given in the welcome letter did not enable us access to the hotel! In -5°C conditions this was hardly acceptable, and again a complete lack of customer service or care.
翻译：Crystal Ski 声称其提供的是“轻松无忧的打包假期”，这种说法应该立即被忽略，所有经历类似遭遇的客户都应该获得相当可观的赔偿。
抵达机场后，没有任何 Crystal 的工作人员指引我们前往正确的巴士。最后，我们向一位法国巴士司机确认，他很友好地帮我们搬运行李，并告知我们乘坐的是正确的接驳巴士。我们俩之前从未去过尚贝里机场，所以不得不自己摸索路线，面对众多的接驳巴士，这尤其令人头疼。直到上了巴士，我们才收到一封信息非常有限的信件。Crystal 的任何代表都没有表示欢迎或致意。
到达目的地后，我们被告知可以在等待第二辆巴士前往目的地时购买滑雪通行证。由于没有 Wi-Fi，Crystal 的代表无法处理缆车票，这也可以理解。当时，工作人员说他一会儿就到住宿处帮我们安排，并提供更多关于公寓的信息。然而，我们到达公寓后发现，整个下午到晚上都没有水晶旅行社的工作人员出现。
前台也一直关门到下午5点，这意味着从中午12点到下午5点，我们完全不知道该怎么办，也不知道该把行李寄存在哪里。我们之前从未进行过滑雪旅行，这种情况完全无法接受，而我们预订旅行套餐就是为了确保有人指导我们完成整个流程。后来我们发现滑雪用品店开门了，于是决定去买装备，因为其他游客也都在这样做。我们等了两个小时才试穿滑雪靴，店员只给了我丈夫一双，结果发现尺码不对。他们告诉我们，这是他们唯一的尺码，他们对此无能为力，还说“这不是他们的问题”。整个过程令人极其困惑，因为我们被告知Crystal公司根本没有将我们的任何信息转交给商店，导致我们无法预订雪鞋、滑雪板和雪杖。Crystal Ski的组织混乱、服务糟糕，而且完全没有工作人员出现，这让我们无比失望和沮丧。因此，我们只能一边等待一边拨打客服热线，看看他们能否联系到滑雪用品店的工作人员寻求帮助。然而，英国客服中心的回复毫无帮助，而现场的工作人员也杳无音信，他们本可以和相关人员沟通。在我们不断催促和恳求店员后，他终于联系到了另一家滑雪用品租赁店，找到了另一双尺码合适的雪鞋。幸运的是，这双雪鞋合脚，我们在商店里待了四个小时后才拿到滑雪装备离开。这都要“感谢”Crystal Ski，也让我们错过了当天滑雪的机会。
下午5点到了，Crystal Ski的工作人员仍然没有出现。我们随后入住公寓，但仍然没有收到任何关于度假的任何信息，因为他们之前承诺的工作人员会来帮我们办理滑雪通行证，但最终却不见踪影。
周日下午6点，水晶滑雪的代表终于出现在前台。我们在欢迎信中得知会有欢迎会，但实际上并没有。这位代表对我们漠不关心，完全无视我们坐在他旁边。最后，我不得不主动和他搭话才得到回应！之后，他帮我们办好了滑雪通行证。但他始终没有告诉我们滑雪通行证包含“快速通道”的使用权。直到假期最后一天，排队的工作人员才告诉我们。这种不透明的销售方式令人不齿。卖完通行证后，这位代表就收拾东西离开了。他没有告诉我们任何关于酒店的信息（包括退房流程，或者酒店提供新鲜糕点——这些都能提升我们的假期体验，让我们更安心），也没有提供接送服务或其他任何信息！水晶滑雪应该为员工提供培训，让他们能够提供基本的客户服务，并主动告知我们相关信息。
第三天，我丈夫的滑雪板因为雪道上的石子而损坏。由于我们没有购买保险，他被收取了160欧元的费用——滑雪商店从未向我们推销过滑雪保险，而且Crystal Ski应用程序上的“滑雪必备”选项中也没有这项保险。我们与其他几对夫妇交流后得知，滑雪商店或滑雪用品销售代表通常会提供这项保险。但我们从未被告知过。作为一家提供滑雪套餐的旅行社，Crystal理应包含这项保险，或者至少应该在滑雪假期的第一天就告知顾客购买这项保险是必须的。我们对此感到非常愤怒和失望，因为他们从未提及此事。作为一对第一次一起滑雪度假的夫妇，这本应是他们提供的必要信息。Crystal没有告知我们这项重要的保险，实在令人费解。此外，雪道上积雪薄，裸露的石头遍布，当地工作人员本应提醒大家注意装备受损的风险，并建议购买保险——否则，安排当地工作人员还有什么意义呢！
出发前一天，前台没有滑雪工作人员可以询问出发信息。考虑到假期已经进行到这个阶段，这种情况并不令人意外，因为沟通不畅的情况至少一直存在。
出发当天，我们早上5点10分去确认接送车辆是否已到。遗憾的是，车辆并未到达，最终晚了15分钟（考虑到假期已经进行到这个阶段，这种情况也并不令人意外）。然而，真正的问题是我们无法返回公寓，因为欢迎信中提供的密码无法打开酒店大门！在零下5摄氏度的严寒天气下，这种情况简直令人无法接受，再次体现了服务或关怀的缺失。
抵达机场后，没有任何 Crystal 的工作人员指引我们前往正确的巴士。最后，我们向一位法国巴士司机确认，他很友好地帮我们搬运行李，并告知我们乘坐的是正确的接驳巴士。我们俩之前从未去过尚贝里机场，所以不得不自己摸索路线，面对众多的接驳巴士，这尤其令人头疼。直到上了巴士，我们才收到一封信息非常有限的信件。Crystal 的任何代表都没有表示欢迎或致意。
到达目的地后，我们被告知可以在等待第二辆巴士前往目的地时购买滑雪通行证。由于没有 Wi-Fi，Crystal 的代表无法处理缆车票，这也可以理解。当时，工作人员说他一会儿就到住宿处帮我们安排，并提供更多关于公寓的信息。然而，我们到达公寓后发现，整个下午到晚上都没有水晶旅行社的工作人员出现。
前台也一直关门到下午5点，这意味着从中午12点到下午5点，我们完全不知道该怎么办，也不知道该把行李寄存在哪里。我们之前从未进行过滑雪旅行，这种情况完全无法接受，而我们预订旅行套餐就是为了确保有人指导我们完成整个流程。后来我们发现滑雪用品店开门了，于是决定去买装备，因为其他游客也都在这样做。我们等了两个小时才试穿滑雪靴，店员只给了我丈夫一双，结果发现尺码不对。他们告诉我们，这是他们唯一的尺码，他们对此无能为力，还说“这不是他们的问题”。整个过程令人极其困惑，因为我们被告知Crystal公司根本没有将我们的任何信息转交给商店，导致我们无法预订雪鞋、滑雪板和雪杖。Crystal Ski的组织混乱、服务糟糕，而且完全没有工作人员出现，这让我们无比失望和沮丧。因此，我们只能一边等待一边拨打客服热线，看看他们能否联系到滑雪用品店的工作人员寻求帮助。然而，英国客服中心的回复毫无帮助，而现场的工作人员也杳无音信，他们本可以和相关人员沟通。在我们不断催促和恳求店员后，他终于联系到了另一家滑雪用品租赁店，找到了另一双尺码合适的雪鞋。幸运的是，这双雪鞋合脚，我们在商店里待了四个小时后才拿到滑雪装备离开。这都要“感谢”Crystal Ski，也让我们错过了当天滑雪的机会。
下午5点到了，Crystal Ski的工作人员仍然没有出现。我们随后入住公寓，但仍然没有收到任何关于度假的任何信息，因为他们之前承诺的工作人员会来帮我们办理滑雪通行证，但最终却不见踪影。
周日下午6点，水晶滑雪的代表终于出现在前台。我们在欢迎信中得知会有欢迎会，但实际上并没有。这位代表对我们漠不关心，完全无视我们坐在他旁边。最后，我不得不主动和他搭话才得到回应！之后，他帮我们办好了滑雪通行证。但他始终没有告诉我们滑雪通行证包含“快速通道”的使用权。直到假期最后一天，排队的工作人员才告诉我们。这种不透明的销售方式令人不齿。卖完通行证后，这位代表就收拾东西离开了。他没有告诉我们任何关于酒店的信息（包括退房流程，或者酒店提供新鲜糕点——这些都能提升我们的假期体验，让我们更安心），也没有提供接送服务或其他任何信息！水晶滑雪应该为员工提供培训，让他们能够提供基本的客户服务，并主动告知我们相关信息。
第三天，我丈夫的滑雪板因为雪道上的石子而损坏。由于我们没有购买保险，他被收取了160欧元的费用——滑雪商店从未向我们推销过滑雪保险，而且Crystal Ski应用程序上的“滑雪必备”选项中也没有这项保险。我们与其他几对夫妇交流后得知，滑雪商店或滑雪用品销售代表通常会提供这项保险。但我们从未被告知过。作为一家提供滑雪套餐的旅行社，Crystal理应包含这项保险，或者至少应该在滑雪假期的第一天就告知顾客购买这项保险是必须的。我们对此感到非常愤怒和失望，因为他们从未提及此事。作为一对第一次一起滑雪度假的夫妇，这本应是他们提供的必要信息。Crystal没有告知我们这项重要的保险，实在令人费解。此外，雪道上积雪薄，裸露的石头遍布，当地工作人员本应提醒大家注意装备受损的风险，并建议购买保险——否则，安排当地工作人员还有什么意义呢！
出发前一天，前台没有滑雪工作人员可以询问出发信息。考虑到假期已经进行到这个阶段，这种情况并不令人意外，因为沟通不畅的情况至少一直存在。
出发当天，我们早上5点10分去确认接送车辆是否已到。遗憾的是，车辆并未到达，最终晚了15分钟（考虑到假期已经进行到这个阶段，这种情况也并不令人意外）。然而，真正的问题是我们无法返回公寓，因为欢迎信中提供的密码无法打开酒店大门！在零下5摄氏度的严寒天气下，这种情况简直令人无法接受，再次体现了服务或关怀的缺失。
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