We’re very sorry to read about your experience and that your stay did not meet expectations. This is certainly not the level of service we aim to provide, and we apologise for the frustration caused.
Regarding the bedding and towels, these are normally prepared according to the confirmed occupancy on the booking, and we’re sorry if this was not clearly communicated in advance. As the sofa bed isn't always required, we do not include the linen for it in the cost of the holiday, in order to keep the cost reasonable for all. That way, if you require the sofa bed we can supply linen for it at an small extra charge.
We also apologise for the TV issue. Unfortunately, during periods of heavy snowfall, satellite reception in the valley can be affected. That said, we regret that this was not better explained or followed up during your stay.
We are also very sorry to hear about the travel passes not being in the property when you arrived, but the town hall give us a grace period of one month to use up the travel passes from the previous year, so it will have been unlikely that you would have got fined.
Finally, we’re very sorry that you felt unable to reach a representative when you needed assistance. This is not acceptable, and we are reviewing our communication handling during busy periods.
Thank you for taking the time to share your feedback.
Kind Regards,
Alpes Travel