Booked the biggest room type with private spa for my partner’s birthday. I was concerned with all the negative reviews (saw them after booking) and while it started out iffy, the staff really went over and above and redeemed the whole experience. Got to our room, which we booked specifically lakeside to enjoy the sunrise in the private hot tub. I called 72 hours in advance to make sure we would be assigned a room with a functional spa, and then 24 hours in advance to specifically ask that the spa be cleaned prior to our arrival (should be a given but it isn’t the case). Upon arrival, we found the spa to have murkey water, hair clip inside, band-aids, etc. We asked to have it cleaned and they say only the day crew does that (our check in is at 4 and the staff already left by 5). They called our room with an offer to reimburse 130$ with late check out. We refused. They said they’d work on a solution and found us another room with same amenities, but smaller. They even still offered with that the late check out and 130. We took it. So, while you have to argue and not take the first offer, it ended up working out - they were willing to go into problem-solving mode. The room was extremely clean, the fireplace is such a great addition for the winter. Really a cool, calm and modern vibe. I have to say that the reception desk staff was lovely, welcoming, and warm. The restaurant staff were also professional - and a bit mortified that there were consistently screaming children (this resort does not seem to be geared towards children at all but there were many children around, maybe because of winter break?). This is out of their control. The food was great, unlike other reviews, it was tasty, warm. By the way - Yes, it is expensive there. This is not a budget-friendly escapade. IMPORTANT POINT: I will say that the people picking up the phone when you call to either make a reservation or ask questions are really rude. I’ve seen other reviews say this, and I concur. It seems to be people working from home (I can hear cartoons and their children in the background) and they seem completely exasperated and over it. However, while I was at the reception desk, I saw some of them taking reservations too and boy were they all wonderful at the desks (both at Emotion and Evolution). All this to say, if your first encounter over the phone is less than stellar, don’t be discouraged. Esterel should really do something about that though, because it’s details like this that makes or breaks a first impression.
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