Mountain Heaven Ltd - Wirral

Melanie F.

To celebrate my husbands 70th birthday we stayed at Chalet Lapin, La Plagne last week with two daughters, two sons in law and two grandchildren and it was absolutely fantastic.
We could not have had a better chalet host than Steph, she was a superstar, along with Meg who helped during busy times!! The food was awsome. Separate early dinner for the children didn't mean it was any less imaginative than for the adults, and the quality of the ingredients was as good as the quality of the cooking.
The chalet is perfect for 8 people, plenty of seating, exceptionally comfortable beds, no shortage of hot water (although a little unstable when more than one shower in use at a time) and gorgeous fluffy towels.
Hot tub was great too! We have thoroughly enjoyed every moment.
The proximity to the slopes and to the village is great too, with a couple of great bars, very well stocked Spar shop.
We have holidayed with Mountain Heaven for more than 20 years and this is without doubt the best yet, our thanks to Steph, Meg and the whole team👌😊☺️😀🤩

Lesley A. F.

Appalling.
Beautiful chalet but unfortunately rather dirty. They advertised unlimited soft drinks and beer, high end 4 course meals and a daily transfer service to and from the resort.
None of us do paid 16000.00 for the entire house, which I say again is beautiful. No expense spared so when we had to complain to the owner about the food and drink situation, it was disappointing and distressing
We immediately felt as though we were house guests of the staff there and that we were an imposition. Not paying a large amount for a luxury stay.
We were refused soft drinks upon arrival, stating that they hadn’t been shopping. Told to drink tap water as no bottled either. Then we were told they were out of beer.
Despite our requesting this was remedied the next morning it was ignored. We asked if they would take us to the shop as we were desperate. They said they could not
Four days in after complaining to MH did they offer some soft drinks and more than 2 small bottles of cheap beer each.
The kitchen sink was filthy, gunked with black mould. I have pictures. The odour in the fridges was unbearable.
If it had been clean and I could eat there, the food was below basic quality, dressed up.
Breakfast the host told us we were ‘allowed’ one sausage or a rasher of bacon with scrambled egg. No beans no tomatoes no pancakes for the kids, no toast The cereals were stale and if they were edible, there was no fresh milk. They defrosted a bottle per day for tea and cooking.
The conserves were put on the table in the half empty jars where the previous occupants had stuck their knives in. Filthy!!
On day four when I asked where the cheeseboard was as advertised, the host slammed a side plate down with a huge piece of Brie and one of Gouda and passive aggressively asked, “is that enough for you?’
I’m a successful business owner who works hard and I was dehydrated as was all of our party, hungry and extremely upset.
The manager came after our distress calls and trivialised our concerns. We understood that staff are extremely difficult to source in this climate but to undermine paying guests should not be the way forward
In addition when booking a chalet for 10 although we were a party of nine, to not have adequate transport added to our frustration. We had to be dropped or collected in 2 groups at their convenience.
We asked for some compensation to be ignored both by Ski Solutions and Mountain Heaven despite numerous calls and emails during and on our return.
We were all traumatised by the experience

Rich S.

We had an excellent experience with Mountain Heaven in La Plagne and thought the chalet we booked was great value, considering the access we had to a heated pool and sauna and in particular, the hard work put in by our chalet host Issy and the high quality meals provided. With one vegan and one vegetarian in our group we were really impressed by how the dishes were adapted; we didn't expect the level of thought that went into these. The chalet itself was clean, comfortable and well located and the local staff were very attentive. We'd definitely book with Mountain Heaven again.

Joanna S.

I’ve stayed with Mountain Heaven several times now and every time the chalet hosts have been amazing. They’re attentive and polite and I never had to ask for anything, they were always one step ahead with service and the food was delicious and well balanced.
The chalet locations are great, close to the piste and the resort centre but a little out of the way so you can get peace and quiet which is perfect.
I’d very much recommend Mountain Heaven to any of my friends and relatives and will definitely use them next time we go snowboarding.

John C.

First and last time I will use Mountain Heaven. Stayed at Eagles Nest in Courchevel 1650 over New Year. Overall experience was like being on a cheap school trip (at a price that was anything but). The chalet is obviously run on a penny pinching budget with staff who try but have no experience of what is expected in a well run, up market chalet in one of the top skiing resorts. Food was of extremely poor quality with mean portions, hardly conducive with a strenuous days skiing. The accommodation was small and very poorly equipped, and towards the end of the week stank of sewage in corridors and rooms. On one occasion we were asked by staff to leave the dining table before 9pm so that they could set for breakfast. Given the table was the only comfortable place to talk we all retired to bed in disbelief. We were also asked to fill the dishwasher on the three mornings staff were not around to serve the pretty pathetic breakfast on offer.

Every guest in the chalet contacted the owners of Mountain Heaven during the week to express their dissatisfaction. We have been told by the owner to stop sending emails and to ‘reflect’ on our experience before contacting him again. Well we have all reflected and are still awaiting any sort of reply and are still disgusted by our experience.

My advice is go to Courchevel, it’s one of the best ski resorts in the World but definitely NOT with Mountain Heaven.

Rachel B.

This is the third time we have booked a chalet through Mountain Heaven and once again we have not been disappointed and had a great time.Twice at La Rosiere and this time at La Plagne. The chalets have always been top quality and transfers prompt and well managed. Our group consists of seven family and friends and its a fantastic way to spend a week skiing in a fully catered chalet. the chalet team have always been attentive and the food is just great whilst also accommodating a vegetarian within our group. Well done to Nic , Vicki and team you've created great ingredients for a great value ski holiday . Thanks

Nik W.

I would like to say first off that the chalet and the chalet hosts were excellent and this is a review of Mountain Heaven themselves and not the hosts or the chalet. In spite of the website stating that there were hourly transports and guests would be dropped at the airport within 4 hours of their flight time, Mountain Heaven gave us a departure time from the chalet of 7am. Our flight was not until 3pm, effectively leaving us with over 7 hours to kill at Geneva Airport - without even being able to check in our luggage when we arrived. We were not given this information until the day before we left which left us little time to discuss the situation with them. After several phone calls and messages they stated nothing could be done and we could liaise with the transport company ourselves. A lovely holiday was tainted enormously with the lack of support and understanding regarding an airport drop off. A tip for those travelling with Mountain Heaven - if there is a large group of you book your party in pairs to make sure you get a fair departure time from the chalet.

Veggie W.

Absolutely avoid this company at all costs. Here is my formal complaint:

Dear Mountain Heaven,

The holiday was fabulous and the chalet hosts exceptional. However this is mainly due to the character and skills of the hosts, good snow conditions, and our group being a lot of fun. So I’d like to point out the problems that you as a tour operator are liable for as there are numerous complaints that we should not be expected to deal with regarding our holiday booked with Mountain Heaven.

To start with the transfer fiasco was a joke. Mountain Heaven messed this up from start to finish, only letting us know last minute our group of 12 wouldn't be transferred together, then had the cheek to blame us for it, until It was easily proved that Mountain Heaven made the mistake and had not listened to anything they had been told by phone or email.

Moving onto the issues with Chalet Perle…

The hot tub is ridiculous. It requires constant attention to work at a satisfactory temperature which is almost unachievable by staff. Our group is very adept at camping and hot tub maintenance (some of us own them ourselves) but it should not be our responsibility to do the work constantly, Im sure most guests won’t. Add to this the water evaporates (or leaks) quickly and needs topping up regularly. The water also quickly becomes stale and smells fowl, quite gross!

The sauna stopped working after maybe 3-4 uses. I think maybe day 2 or 3. Absolutely unacceptable that nobody came to fix this! I personally took a look at it and deduced it is probably a controller issue but without an electrical meter and toolkit I couldn’t go much further. At the rates being paid I would expect this fixed as it is a premium feature of the chalet and I know it angered most of the guests.

I must say the electrics in the place are shocking. The design and installation at this chalet is very very questionable In terms of functionality and safety! The fuse board tripped on numerous occasions requiring guests to find the solution or disturb the hosts.

On one occasion the fuse board tripped and stopped the chimney fan extracting the smoke from the fire. Luckily one of the guests came upstairs and found the place FULL of smoke before it caused anybody any harm! This was around 1am when most were sleeping. Im not going to start on what is wrong with this setup but considering none of the smoke alarms went off you seriously need to consider your liabilities surrounding this!!!

I believe other guests also had issues with smoke ingress into their rooms somehow. Even though the windows were shut, so there could be some underlying construction issues somewhere that allows this.

Quite a few rooms had heating issues. Presumably electrical problems again but I know my room was cold on 3 of the nights even though the temperature setting was never changed.

WiFi…. doesn’t work. Pointless so everyone used their data instead. The equipment used is cheap junk and the wrong kit for the job, very DIY.

COLD showers! This should never be an issue in 2019 and effectively sums up that this chalet is not fit for purpose. Im happy to have a cold shower in the morning to freshen up but very few are, however having ice cold showers before bed is absolutely unacceptable! All compounded by the fact that you can’t even use the hot tub or sauna anymore either!!!

Where was the Mountain Heaven manager in all this? Nowhere. Does Mountain Heaven know about these issues already? Absolutely they do. Has anything been done to improve any of these known issues? No.

So overall a sub-par accommodation accompanied by poor management from Mountain Heaven. The chalet hosts and food were great, and so is the view, but this does not make up for all of the shortfalls so I would take this as a formal complaint and expect further complaints from the other guests or potentially a combined effort against Mountain Heaven, accompanied with appropriate online and social attention if a resolve isn’t formalised soon. Chalet Perle will receive a lot of negative attention regardless.

Mountain Heaven reply? Appalling