Club Med Arvostelua 

The young lady at Club Med was so helpful in sorting our holiday

Fantastic holiday destination and excellent value

When you enter the Club Med web-site on different sources you get 25% different price for the same resort. You search the resort from their web-site, you get a higher price, but when you google directly the name of the resort and try to book it, you get 25% reduced price. This is clear non transparency

It is awkward to view the cost over multiple dates (and ideally multiple hotels) which would allow us more easily to chose a date and location.

During the booking process the site froze prompting chrome to close the tab. This happened twice.

When selecting flights the flight selector would occasionally show a different timed flight to the one I had selected and it would be impossible to select the correct one without going back a stage in the booking process.

I was very disappointed that because I was booking from Ireland I was not afforded the opportunity to pay a deposit to secure the booking but instead I had to pay in full when booking. Why is it different rules when booking from Ireland.

My only dealings with Club Med is making my reservation over the phone. Having waited 30 mins for someone to answer the girl I spoke to was completely matter of fact. There was no warmth or personality she just asked me the set questions but offered no more. When asked, she said couldn’t look for a cheaper deal for me on any other days either side of the dates I’d reserved. I came off the phone feeling unwelcome. In contrast on speaking to P&O regarding a cruise the two women I spoke to on different occasions couldn’t have been more helpful and personable.

Very easy to book

I am calling the hotel with sufficient time to understand why my booking came as 2 rooms since I ordered a family room (me, my wife and 9 year-old son)... hopefully it will get sorted

This company has the worst airport transfer management and customer service that I have ever had the displeasure of having to deal with.

They do not deserve your money.

The short version is that ClubMed royally messed up my return transfer to the airport at the end of my holiday by ordering an audi a4 for 3 people plus their luggage, meaning that there was no way for me to physically take my ski equipment (approxomately £2860 RRP - remember this figure for later) back with me. During this transfer, the driver also fell asleep at the wheel and mounted the central reservation when coming off a roundabout - little did I know that this would set the theme for how ClubMed deal with their customers once they have left resort.

Anyway, the staff at reception took ownership of my skis and said that the company would post them out to me.

It then took 10 weeks of dealing with an email-only and obtuse complaints process with remarkably unprofessional week long delays between responses from ClubMed before they tried to attempt to ship my belongings to me. Considering how poorly they managed complaints communications, it was unsurprising that they also failed dramatically when it came to managing the delivery which resulted in the courier requesting an itemised invoice of contents before shipping and this request not being forwarded onto me until the day where the courier returned the skis to the resort where they were signed for by reception, two weeks after the initial dispatch.

It took a further TWENTY FIVE weeks of chasing club med through email (and Twitter on two occasions when they outright stopped responding to me) for them to admit they had lost my luggage through their remarkable incompitence.

To add insult to injury, they then offered me £2000 in resort credits as 'compensation' and stated that this should cover the cost of my lost equipment (for those of you not great at maths, this is about 40% less than the RRP of luggage they lost). Unsurprisingly, they have not replied to me when I highlighted both the above and the fact that in earlier correspondence they had suggested that their insurance may cover the full cost of the lost luggage.

There is little else that ClubMed could have done through this process to show their utter disinterest in -and borderline incompitence with- customer service. It is safe to say I will never holiday with ClubMed again and will be advising the same to anyone whom I ever discuss holidays with for the rest of my life.

How can ClubMed improve?
- ensure transfers have adequate ski luggage space
- employ basic customer service principles.
- set up a dedicated customer complaints phoneline rather than email only
- work towards a faster response times than 1 or 2 weeks between email exchanges
- read through the casenotes when a new customer service rep takes over the complaint rather than wasting time with questions that have already been answered and making assumptions that are false
- offer adequate and timely compensation for their mistakes

It was good that the representative answered the phone after a few minutes compared to last year when you had to hang on for hours. Holiday was booked efficiently and could get a Stansted flight that was not on the drop down options

Easy to book, no issues.

V helpful
We've booked
Only negative Clubmef website dreadful
You must be losing many customers

Dreadful customer service, had to chase a refund for over a month. I have had to make 4 separate calls as nothing is ever actioned.

Your representative was extremely helpful throughout.

We had trouble booking online but when we tried to speak to customer service the next day, we were spoken to very aggressively and told there was nothing customer services could do to help. We appreciate that sometimes there isn't always an easy solution, but we don't expect to be talked over and spoken to rudely when we ask about possible options. This is not the level of customer service you expect when booking with Club Med.

Poor integration with flights on booking website

Polite rep who was able to answer all questions and make alterations requested.

Good agent, on the ball