First Choice Holidays & Flights Ltd.
Olivier House, 18 Marine Parade
Brighton, East Sussex, BN2 I TL
Thank you for your letter dated 7 January following your return from holiday in Val d'Isere.
Naturally we were very sorry to learn of your disappointment with certain aspects of your holiday. We fully appreciate that any cause for complaint reflects poorly upon First Choice so I assure you at the outset that we are by no means complacent to receive your comments.
With respect to the cleanliness of the hotel, for this there is never any excuse and after contacting our resort manager in Val d'Isere he explained to us that the hotel often gives this appearance as it is not a modern hotel with modern furnishings however with regard to the hair found in the bathroom this will be followed up in resort.
Hot water in many hotels in ski resorts can be a problem on occasions when everyone returns at the same time. However we understand that in the Champs Avalins this normally only takes 30 minutes or so to heat up again so no one need take a cold bath.
It is also with regret that I hear that you found the staff less than helpful. We do generally pride ourselves on the quality and service of our staff all of whom undergo a thorough training course where they are assessed fully an the importance of customer service is impressed upon them. The 'It's our holiday too' comment was made by one member of the staff in the hotel and not a general attitude of the entire staff.
I am sorry that you found the meals less than appetising however in our opinion food is a subjective thing and what may be acceptable cuisine to one may not be to another.
We appreciate your feedback as this allows us to continue to improve our service to you and we are also able to identify and address any shortfall in our service, or that of our suppliers. All of your comments are already being followed up by our resort manager who has also expressed regret that you were not entirely happy with your holiday.
Despite your grievances I hope you went on to have a thoroughly enjoyable holiday. First Choice has a long tradition of satisfied customers so I also hope we will have the chance to regain your confidence on a future occasion, when every effort will be made to ensure the arrangements are to your complete satisfaction.
Yours sincerely
Alan Ford
Customer Services Executive