Hotel Grand Pas in Pas de la Casa

Having stayed at the previously named Himalaia Pas 3 times previously we were hoping the newly named Grand Pas would offer the same friendly stay with a few upgrades. How wrong we were. Apart from a rushed paint job there was not much change and we were very disappointed. Publicity photos show large rooms with big windows and newly decorated bathrooms. This is not a true reflection. Our room on 6th floor was so dark we needed to use a torch to see inside the wardrobe and safe. We had no heating in our room for 4 days and it took 3 days to provide us with temporary heaters. The hotel provided Nespresso machines with 2 pods, one each for the entire week. We used these on first day and dirty coffee cups were left for 5 days. We reported this to reception on day 3 and eventually left them outside our room on day 5 as despite assurances they were still there. The glasses in the room and bathroom were also not changed the entire week. This is supposed to be a 4 star hotel. I have never stayed in any hotel where cups and glasses were not changed daily or where tea and coffee was not replaced. They found it difficult to accommodate us as a group of 7 in the restaurant and we were made to felt like a nuisance every time we arrived to eat. On one evening we were asked to leave to make room for other guests even though we were still drinking our wine. There was also a raid by armed police one morning to rooms on the fifth floor, quite alarming, and my son and his girlfriend were woken in the early hours by someone trying to break into their room. When they reported this to reception they were unconcerned. And please don’t get me started on the spa facilities. These had always been part of the holiday previously but a room card I found from previous visits showed that charges for non inclusive guests were €2 for 2 day €4 for 2days and €6 for anything over 3 days. This is reasonable, what isn’t reasonable is one free visit and then a charge of €12 per person for an hour. YES!!€12 per person!!!!! Previously the pool was open 10-2000 and as visitors who don’t all ski everyday we were looking forward to spending some time in the pool but found it only open after 1630. When we did go for our free hour it was so hot in the pool, Whirlpool and shower that I couldn’t stand it for longer than 15 minutes . The sauna was the coolest area in there!! On a plus point the real fire in the bar area was lovely and the 2 girls who served in the bar were the best staff in the hotel. The magician who entertained one evening was also fantastic. However overall I would say the staff had a huge morale problem, they all seemed stressed most of the time and we never saw anyone who would seem to be a senior manager or in charge. On the morning we left there was no coffee available and as a final insult the night receptionist couldn’t even be bothered to say goodbye. I have noted that management read these reviews and leave banal platitudes apologising and promising a better stay