Hôtel Altapura Val Thorens

Very nice hotel

Horrible service , the food in the main restaurant is terrible and the service in the restaurant is teribble! The rooms are not that clean. They didn’t add more towels when they were all used. The room was soooooooo hot, the bed is uncomfortable and so are the pillows. In breakfast they charge you money if you ask for fresh orange juice, in the half board they caculate at dinner what you order and the if you exceed 65 euro per person they charge you extra. The only good thing I have to say is about the ski shop - Andy was so lovely and gave us the best service. Bottom line this is not a 5 stars hotel

Great experience despite reading the mixed reviews. The staffs and conceige were all very friendly and approachable, we had a great time with gd memories of our stay Heated ski lockers and ski in/out was super convenient. Not to mention the ski rental is just beside the lobby. Special mention to the one of the conceige staff ( a young guy sorry we din get his name ) who assisted my hubby with the winter socks for our rental car. He even gave us 2 bottles of water for the road. These kind gestures meant so much to us. Oh the free shuttle to town and back were such a nice touch esp on snowy days. Thank you Altapura for adding fond memories to our French alps adventure. Hope to be back in near future as we are from far away Asia.

The food at la laiterie was lovely and the staff especially Noa were very friendly, polite and assisted us when we needed help. The experience overall was very good.

Five star service, but 3* comfort. Front of house staff were outstanding. Rooms were hot and dry. Only huge pillows available unfortunately. Ceiling lights not aligned with tables resulting in frequent head impacts.

Having been a guest of the Altapura for years, I hadn't been back for four years... and what a disappointment! We had chosen a half-board stay, and we were quite surprised upon arrival when the concept of half-board was explained to us. There are three restaurants available in the hotel, and as part of the half-board package, we were charged €68 per person, excluding drinks, for dinner. This information hadn't been provided to us when we booked. This arrangement didn't suit us, so we expressed our dissatisfaction and received a refund. We should mention the friendliness and helpfulness of Thomas at reception; he was always attentive to our needs. As for the bar, the staff wasn't very attentive, so we often had to go to the bar to order. Guests from the spa, wearing bathrobes and slippers, were settling into the bar area, while others were sleeping on the sofas under blankets—inappropriate behavior in a 5-star hotel, but tolerated by management. However, we had a pleasant conversation with Mathys, the restaurant/bar manager, who took the time to listen to us with a smile and great professionalism. As for breakfast, it was varied but of very inconsistent quality. The kitchen staff isn't always well-trained; for example, the scrambled eggs are only successful about half the time, depending on who's cooking. Regarding room cleaning, the quality was again lacking. Stains on the bathroom floor were only cleaned after we requested them from reception. Finally, the valet parking service was very helpful, and the drivers were very friendly. The only downside was the valet parking attendant, whom we had to ask to slow down on a snowy and icy road after an uncontrolled braking maneuver that caused the car to skid. He was unreceptive, telling us he'd been driving the car for four years. Unfortunately, he's no rally driver, but he certainly thinks he is... It's clear that all these malfunctions across different departments point to a MANAGEMENT PROBLEM, with staff who unfortunately lack the training required to work in a 5-star hotel. We briefly raised this issue with the hotel manager, who seemed to listen attentively but remained silent. It is with regret that we will not be returning, as the hotel's location is exceptional, but the quality of service is no longer up to standard.

We stayed at Altapura in Val Thorens as part of a group trip, and the checkout experience was unacceptable. Some people in our group had drinks in the smoking area. At the time, staff said nothing and even cleared empty bottles from the table without objection. Only later were we told this was not allowed, and from that point on the people involved stopped bringing their own drinks there. Despite that, at checkout the hotel tried to charge an outrageous €900 for a handful of beers, and even attempted to apply that charge across multiple rooms, including rooms of people who were not involved. During the discussion, staff were unfriendly and misrepresented what had happened. What made this worse is that this did not feel like an isolated issue. There seem to be multiple ways guests can be hit with unclear extra charges. There is chocolate in the room that appears complimentary but is apparently charged at €9. Breakfast coffee is included, but ordering sparkling water results in a room charge with little clarity. Bar drinks had no visible prices and were extremely expensive. They also tried to add an optional tip automatically instead of leaving that choice clearly to the guest. It is a shame, because some staff, especially the shuttle team, were excellent. Unfortunately, that good service was completely overshadowed by the fight over unfair and unclear fees at checkout.