Ref Closure of Powder White I booked and paid for all of our equipment hire with them on 25th Jan for our trip on 25th Feb 24. I got a receipt but no booking confirmation or voucher. Assuming they h... Näytä lisää
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Katso, mitä arvostelun kirjoittajat sanovat
Company has gone bankrupt with one week to go until the February half term ski week. Made us pay them 100% of the accommodation, and they haven't even paid a deposit to the chalet. Beware of using th... Näytä lisää
We were looking for a four day ski break over a long weekend straddling half term - quite a difficult ask. Powder White gave us loads of affordable options and we ended up having four wonderful days s... Näytä lisää
We have just had to cancel an expensive holiday for 7 people due to a corona virus lockdown in our area. Powder White were fantastic, no quibble or attempt to sell vouchers instead. Money safely back... Näytä lisää
Yrityksen tiedot
Yrityksen kirjoittama
At Powder White, we’ve hand-selected a huge range of accommodation which is directly linked to the hotels and apartments themselves. Meaning that you can see live availability, live pricing and it’s instantly bookable online. From catered chalets to apartments and hotels we can help you find your home in the mountains. Plus if you need help, or can't find what you're looking for online, our ski specialists are the other side of the phone to help you find the right place for your next ski trip.
Yhteystiedot
Argyle House, 29-31 Euston Road, NW1 2SD, London, Yhdistynyt kuningaskunta
- 02088778888
- enquiries@powderwhite.com
- www.powderwhite.com
3,3
Keskitasoinen
164 arvostelua
Ei viimeaikaisia arvostelupyyntöjä
Tämä yritys ei ole pyytänyt asiakkailtaan arvosteluja viime aikoina, joten arvostelut eivät välttämättä anna kattavaa kokonaiskuvaa
Kuinka tämä yritys käyttää Trustpilotia
Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
Awesome experience
Just back from another great ski holiday with Powder White. Great insight and support on booking and fab customer service throughout. Highly recommend.
23. tammikuuta 2023
Oma-aloitteinen arvostelu
Vastaus yritykseltä Powder White
Thank you so much Sam. Always great to welcome you back and see you on the slopes soon! All the best, The Team at Powder White
This company could not be more helpful
This company could not be more helpful. Their knowledge of different resorts and hotels was excellent, and really helped us to decide where to go and where to stay.
The holiday itself was amazing, good value, and everything they said it would be.
Thank you
29. tammikuuta 2023
Oma-aloitteinen arvostelu
Vastaus yritykseltä Powder White
Thank you Joe, your review has really given us a lift and we're delighted you had a great holiday in The Dolomites. Looking forward to welcoming you back soon! All the best, all of us here at Powder White
Do NOT book a holiday through this…
Do NOT book a holiday through this operator. Their service is appalling once payment is made. Seems like you’re doing with a load of inexperienced kids who have no idea what customer service. They failed to reimburse me for ski hire. The company couldn’t fulfil my sons ski order so I had to go and rent elsewhere. Could never get a refund - or even speak to anyone. Staff were rude, dismissive and yawning on the phone. We paid a fortune for a 5 stay hotel stay over New Year’s Eve. 75% of the menu was never available and the food that was - wa was disgusting. They served pink and tough chicken thigh burgers thy you couldn’t even cut through with a sharp knife. I complained to two staff at power White - the first telling me if they did request a reason from the hotel as to why the food was so poor they would be lied too and told they have changed the chef. The second person told me she found it very hard to believe I was telling the truth. Very quickly after she cut me off. Still waiting for my refund and a response / call back. 6 weeks later…..
1. helmikuuta 2023
Oma-aloitteinen arvostelu
Vastaus yritykseltä Powder White
Hello Gemma - we have tried repeatedly to contact you however you have not returned our calls. Needless to say, recollections of the phonecalls you initially had with one of our ski experts differ hugely and your complaints about her have caused considerable upset. What you claim is simply untrue.
We absolutely accept that a refund is due on the ski hire that the shop was unable to fulfil, however we need to know which child this refers to so we can refund the correct amount. We have asked you for this information with no response from you whatsoever.
We can only apologise that the hotel food was not to your liking, but we have to ask why you didn't raise this at the time to the hotel itself? We are not responsible for running this property and had you raised it at the time to them directly, we have no doubt your grievances would have been listened to and improvements to your holiday could have been made. You instead chose to complain after you returned from holiday which was four weeks ago, not six. At the time we asked you to put your complaint in writing so we could forward it to the hotel for their feedback, however you have not.
We feel that the holiday you booked over new year (the most expensive week of the season) represents superb value for a family of four to a 5* hotel. We can only apologise if you feel differently. It would have been far more beneficial for you to raise problems at the time and we would encourage you to do this in the future. I would also suggest that it would be better to open conversation with the accommodation directly when changing plans whilst on your holiday. We were rather bemused by your request to our UK office to cancel your own hotel table reservation with just a couple of hours notice rather than advising the reception directly at the time. This was a first for us!
We truly are sorry that you are upset but it would help if you could please respond to our calls so we can arrange the refund of ski hire. If you would like to launch a formal complaint about the hotel food, we ask again that you to put this in writing so we can forward it to the hotel for their consideration.
Kind regards
The Team at Powder White
Helpful, polite and cheap!
I booked an accommodation for 6 people in Les Arcs 1800. The property was cheaper via Powder White than it was booking direct and this particular property was cheaper than anywhere else. (AirBnb, or booking.com for example.)
after enquiring with Powder white I was presented with a plethora of options to various ski resorts and was helped to decide where to choose by the team. Their email responses are quick and informative and were extremely helpful when trying to deal with the stress of booking your own holiday.
They do also offer some additional services such as ski rental. I didn't end up booking this with Powder white as but the offer is there.
I can highly recommend Powder white to those who want to save some money by NOT booking a package holiday with the likes of Crystal ski or Inghams and I will certainly look to Powder White again for future ski holidays.
It would be great if they offered more affordable transfers as part of their service as booking transfers (at least for me) was the most stressful part of the holiday booking.
Overall great service!
7. tammikuuta 2023
Oma-aloitteinen arvostelu
Vastaus yritykseltä Powder White
Hello James - thank you so much for your wonderful review, it really is hugely appreciated. We are absolutely delighted your holiday to Les Arcs was so enjoyable (and great value!). Transfers are tricky at the moment, this is down to the crazy cost of fuel combined with incredibly high demand - we'd love to be able to offer our own minibus transfers but alas, that would be a whole new ballgame we're not quite ready to take on! We really look forward to welcoming you back to the mountains soon. All the best, The Team at Powder White
Thieves
The company pocketed all of our money for a trip that was cancelled on us during the pandemic.
They were unsupportive with the paperwork we needed, and unresponsive. We were unable to get any sort of reimbursement.
They are also fear mongers who threatened someone in our party with a libel lawsuit for writing an honest bad review about our experience. Unacceptable.
20. maaliskuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä Powder White
Dear Melissa - What you claim is simply untrue. The member of your party to which you refer continued to repost on this forum in a bid to blacken our name. We advised that if they continued to do so, we would consider our options which may indeed result in legal proceedings.
Contrary to what you state, they were offered everything needed in order to make claim for their lost holiday. Their frustration and anger took over along with the refusal to recover any loss via the correct avenues. We can only assume that this particular group did not insure themselves, something that is required (& reinforced) with each and every booking made through a travel provider be they us, airlines, tour operators or travel agencies prior to travel.
As we have repeatedly advised all customers who unfortunately lost their holidays when the pandemic struck, the cancellation was not the fault of Powder White. How could it be when all borders were closed and the world went into lockdown.
Where travel insurance was purchased, successful claims were made with our help and losses were recovered. There were a few cases where insurers tried to get out of paying initially, although they were soon thwarted after it was confirmed in a Court of Law that insurers should pay. The simple fact is that those who were uninsured regrettably lost their money.
On one final note, European courts of law have also stated that property suppliers in resort were entitled to their full seasonal rent regardless of whether borders were open or not. Supplier bills also had to be paid. Therefore contrary to some individuals' assumption, we are not thieves, nor have pocketed anyone's money.
Thank you, the Team at Powder White.
Exemplary customer service
Fabulous customer service, prompt response and sorting things out in our favour. Based on our experience I would certainly recommended.
20. tammikuuta 2023
Oma-aloitteinen arvostelu
Vastaus yritykseltä Powder White
Thank you so much Katerina, fantastic words! All the best, The Team at Powder White
The staff are always really helpful and…
The staff are always really helpful and friendly. I’ve booked a few ski trips through PW and will continue to do so.
17. tammikuuta 2023
Vastaus yritykseltä Powder White
Hi Matt - thank you so much for your lovely review. We look forward to helping you with many a ski holiday to come! All the best, The Team at Powder White
We had a week in Val d’isere before…
We had a week in Val d’isere before Christmas at Chalet Izia . Powder white service was excellent with organising transfers , ski hire and even advice on restaurants to go in the town . We will defiantly use them again . Thanks powderwhite
10. joulukuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä Powder White
Hello Liz - so wonderful to hear you had a great holiday in Val d'Isere. The Izia is hugely popular and we absolutely love it. The team are delighted with your feedback about their help and we look forward to welcoming you back to The Alps soon. All the best, all of us here at Powder White.
Serre Chevalier, Chantemerle. We had a really lovely week in Serre…
We had a really lovely week in Serre Chevalier self-catering in a spacious apartment close to the ski lift and all amenities. Powder White have been very fair and helpful re-imbursing us fully for our cancelled trip December 2021. All my questions and worries were dealt with promptly and professionally, thank you to all the team.
27. joulukuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä Powder White
Hello Jackie, thank you so much for your kind review. We just love Serre Chevalier... a true hidden gem. We look forward to welcoming you back to the alps soon. All the best, the Team at Powder White.
Chamonix, Christmas 2022
A fantastic trip enjoyed by all – and made so much easier thanks to the advice and expertise of the PowderWhite team.
17. joulukuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä Powder White
Thank you so much Gary, we are absolutely delighted you had a fab holiday in Chamonix. Happy New Year! All the best, The Powder White Team
Friendly knowledgeable staff
30. joulukuuta 2022
Vastaus yritykseltä Powder White
Thank you so much, hugely appreciated.
What a fantastic service
What a fantastic service! Claire was incredibly helpful when helping make decisions and booking was so straightforward! The hotel itself was pretty faultless to be honest and we had a wonderful time! Thank you Powder White!
21. joulukuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä Powder White
Hello Simon - thank you so much for your fantastic review. We are so delighted you had a great holiday, the hotel l'Ours Blanc in Les Menuires is absolutely fantastic and hugely popular. See you on the slopes again soon! All the best, Claire at Powder White
Vastaus yritykseltä Powder White
Thank you Trevor, much appreciated.
Patience by the rep
Patience by the rep; Resilience to not give up on my slow decisions; determination to fit my needs; friendliness and kindness. Thank you
2. marraskuuta 2022
Vastaus yritykseltä Powder White
Thank you Margaret for your kind words, means so much... Apologies for the delay in responding, its been pretty manic!
This company pocketed the entire…
This company pocketed the entire proceeds of a ski holiday which was booked in the pandemic in 2000, no refund of any description. It was the worst behaviour I have seen by any organisation during the pandemic.
1. joulukuuta 2021
Oma-aloitteinen arvostelu
Vastaus yritykseltä Powder White
Dear John-Paul - as per all our private correspondence with you, we were very happy to provide you with all the paperwork you needed in order to make an insurance claim. All those who had sufficient travel insurance managed to recover their full loss via this route. Where some initial claims were refused by insurers (a natural reaction in order to get out of paying), once it was made clear in a court of law that the loss lay with insurers, NOT the supplier, insurance claims were paid out.
We can only therefore encourage you to make a claim through your personal travel insurance and we will happily provide the previous case studies & full paperwork to facilitate your claim.
On one final note, European courts of law have also stated that property owners were entitled to their full seasonal rent regardless of whether borders were open or not. Supplier bills also had to be paid. Therefore contrary to some individuals' assumption, we have not pocketed anyone's money. Thank you, the Team at Powder White.
we booked a ski holiday for last…
we booked a ski holiday for last December 2021. Ski holiday cancelled due to France travel ban. 12 months later we have still not had a single penny back from this company.
Shocking customer service.
30. tammikuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä Powder White
Dear Charlotte - we are really rather confused by this review. You may remember that you were offered an 100% credit to be used against a future holiday which you very happily accepted. You were reminded of this in July this year and it was made clear that if your plans to go skiing this season had changed, we would refund you instead. We had no response and have since heard nothing. We would therefore be grateful if you could please contact us ASAP to advise whether a) you would like to use your 100% credit or b) whether you now require a refund. Kind regards, the Team at Powder White.
Great Experience
Great service from Sophie and Lucy who dealt with everything so promptly and made the booking experience so easy.
We are now almost all set to go!
15. marraskuuta 2022
Vastaus yritykseltä Powder White
Thank you Adrian for your lovely review. Sophie & Lucy are overjoyed with your feedback. We're sure you're going to have the most amazing ski holiday, not long to go now! All the best, the Team at Powder White.
Powder White made booking our (last…
Powder White made booking our (last minute) ski accommodation really easy. So far I am very happy with their service.
15. syyskuuta 2022
Vastaus yritykseltä Powder White
Hello Nicky - thank you so much for your kind review, it really does make such a difference and gives us all such a lift after such a difficult couple of years. We gave no doubt your holiday will be fab! Many thanks, the Team at Powder White
Where is my refund?
Booked a holiday with Powder White for New Year 21/22. Due to France shutting down travel because of Covid the holiday had to be cancelled. (No one's fault).
However we are now almost 6 months on and still no refund. Meanwhile Powder White has had a full season of bookings and are unjustifiably sitting on my money.
This wouldn't be tolerated in any other business
Glad to report a full refund had now been received. Luckily my review must have jogged someone's memory :)
16. toukokuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä Powder White
Hello Matthew - we are grateful that you have now received your refund. As you can imagine, our industry has taken one of the hardest hits of all through Covid, and we have remained in the hands of suppliers for months. Now the season is over, we are getting nearer to receiving final refunds ourselves so that we can in turn pass these onto our customers. We are hugely sorry for the wait, it seems that regrettably this is happening throughout the tourism, hospitality and airline industry where refunds have been taking up to 18 months to process. It has been a testing time for everybody and whilst one may feel that ski companies had a full season of bookings, we can assure you this was unfortunately not the case. We wish it was! We kindly ask that you understand the difficulties we are all facing, hope that we can retain your faith in us and we look forward to welcoming you back to The Alps soon. Kind regards, the Team at Powder White
Great service easy to get hold of and…
Great service easy to get hold of and very helpful
Many thanks
16. toukokuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä Powder White
Thank you for your great feedback Rob, greatly appreciated.
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