Club Med Arvostelua 

Had to terminate our Pragelato holiday early after ski accident. Ski binding did not release causing severe knee damage. We had to buy new return flights home ourselves. Since then cannot get through to the Customer Services team to claim refunds. ClubMed also charged me EUR 250 on arrival and has not returned this back.

Booking process was quite easy once you realise you can pick a specific airport like LHR. However after booking and paying the initial deposit, I logged in to my Club Med account to see that I needed to pay £1.00 by the end of the day. This must be a mistake? I paid again to get rid of the issue, but why did this happen?

Payment module crashed twice otherwise good website in terms of content

Customer support is not properly staffed, nor capable - they could not help:
- I had reserved an option online and wanted to use a previous credit (money held by Club Med for last 3 years due to cancellation at the start of COVID). The confirmation email said someone would reach out.... with no luck. Then I tried to call the support:
- had to wait for 90 minutes between various calls to finally get through to someone.
- unfortunately, the person immediately said that they were understaffed and that the people who could help me with the credit would not be available for 2 weeks and that they were the only one to help me.
- the person on the phone could not propose a solution, nor ensure that the option would be secured in the meantime.

Booking the holiday is easy and straightforward. However trying to get hold of the customer services thereafter is absolutely diabolical.
Where is the customer experience. I am a loyal returning ClubMed customer

Struggled to rent skis on the website. Called up and it was easily sorted over the phone.

The website booking was a nightmare and after so many frustrating attempts we revert to call the day after... They could not find the deposit made and it took time to do so.... Just not easy but looking forward to go to Cancun as everyone mentions how nice of a resort it is

Les Arcs Extreme (2k mtrs) - Ski Resort

Pre-arrival - On phone customer service was good
Resort Quality - Fine although aged and in need of refurbishment
Ski in/out - Really not great and a proper trek to get on the slopes
Reception - Mostly poor and disorganised (bar one lady called Julia I believe). On first week of the season which is least busy, missed expectations throughout the stay. On arrival did not explain necessary steps for signing for ski lessons, use of the bands (first time guest), layout activities, timetables... During stay my room was not cleaned one day with not replacement of towels and after raising the issue from reception a first time asking for fresh towels was told they did not keep any behind the desk and could not do anything for a while, nothing was done and had to follow up in afternoon with different staff which actioned the issue. Departure was pretty bad, no handle on who was leaving, their luggage, or with what transport company and at what time (staff where running around frustrated and clearly with little handle on situation). Had to flag our transfer was running late and even then staff at reception weren't sure whether to call the driver or which one was the relevant one.
Ski lessons - Great, fully integrated with ESF. Lots of good tips
Height / Location - Good, can get to Arc 1950 which is little village by either bus (free), pedestrian cabin (free) or skiing down the slope which is really nice. Also some small spots to discover at Arc 2000. Decent height to have good level of snow
Snow - Good
Food & Beverages - Great, from classics like raclette and fondue to more unusual and diverse dishes. Bar staff where accommodating and there were snacks nearby throughout the stay
Wifi / TV - Terrible, you have to pay extra to get decent wifi which was not flagged upfront and is pretty cheap considering the cost of the "all-inclusive" package. TV in bedrooms where not working for most of the stay.
Overall - Would go back but only if getting a good discounted deal. Not worth full price.
Staff - Good, mostly very friendly smiling and upbeat

The booking for my ski holiday was fast and efficient.

Friendly associate, easy communication and had everything done quickly

Great holiday, good, mostly great activities. As it should be for premium product. But if there’s a need to contact customer service - it is non existent. Had a problem with our Oct holiday and can’t speak to anyone. Have sent multiple messages. Been told ‘it’s with the insurers, customer services can’t help’ without any call, questions, discussion or explanation. It was our third holiday with them. I’ve been waiting nearly 2 months for any meaningful reply.

You do wait quite a long time to have your call answered, sometimes it actually cuts out entirely and you have to ring again. Also the Muzak keeps breaking up which isn’t pleasant on the ear. When you get through the staff are great.

I was given a quote on line, and when I tried to retrieve that quote, I was charged considerably more.
I eventually booked with an advisor called Kat, who was very helpful. I was booking a holiday for 8 people for all of whom I am paying however three different invoices were produced, , which is very confusing. It also means points are divided to three numbers rather than just to me. I don't find your booking system at all satisfactory, though I love the holidays!!!

Mina has been incredibly helpful and understanding.

Extremely long waiting time. Over 30’

User friendly. We know immediately the availability of rooms at specific dates

Incredibly difficult to speak with customer service, get a consistent message and price.
If I hadn’t been to several Club Meds throughout my life, then I would have given up and gone somewhere else.
While Club Med is convenient when you’re there, it is a lot of money and really needs to improve their website and customer service stat!

I have been on hold for 23 minutes, 18 minutes and 5 minutes after paying over 6k pounds with one simple question. I’ve also been on two trips in the past. I need a way to speak to someone. It can be by appointment but it can’t take up over an hour of my day trying to get someone on the phone. Please contact me. +447875964303

The customer service on the phone was truly appalling, telling us that there was a decent possibility that our kids (3 and 5 years old) might be in a different building than us, and we would not know until the day of arrival. Not for a second finding this strange. Surreal.