Skiline - www.skiline.co.uk

I was disappointed to read your review, particularly after my email to you on the 26th January. As you know the negotiations for this holiday booking were made with your friend and not you personally.

The sales person who handled the enquiry has worked at Ski Line for 14 years and had previously worked with one of our competitors for many years before joining our team. His vast experience of the ski market has not gone un-noticed by the many clients who ask for him by name. Never in his time working at Ski Line has anyone reported he that he has been rude, that’s simply not in his nature.

When your friend contacted us looking for a skiing holiday, she explained to us the kind of holidays she wanted, we understood that you had previously used Club Med, but were not happy with its location in Val d’Isere and wanted a good quality hotel in central Val d’Isere. Our sales person listened carefully, make notes and made a few recommendations too, before coming back with a choice of suitable and available options.

One of the holidays that we proposed was the Chalet Hotel Le Savoie, as our sales person had just returned from seeing the property and was able to answer all of your friend’s questions.

It is difficult for our sales team to cover every aspect of the many skiing holidays we offer in a phone call. Particularly as he will have discussed several different hotels and chalets in that call.

Some of our clients ask lots of detailed questions, while others only want to know the basics. For this reason we make it very clear on our web site what is and what isn’t included in each of our holidays.

You will recall I sent you a link in my email on the 26th January showing where on the web page it clearly stated that the board basis was “chalet board” and not as you had believed it to be, half board. This was also detailed in the confirmation invoice that was sent at the time of booking and again in the invoice from Ski Total that was sent a few days after the holiday was confirmed. Perhaps if the documentation we had sent had been studied, this misunderstanding would have been avoided.

I understand that we had never issued you with our Ski Set voucher as Inghams had a special offer you had taken advantage of from their in-house ski rental which I believe you had booked. While I agree your friend was offered ski rental with our partners Ski Set, when we discovered Ski Total had a special offer this was offered as a cheaper solution.

It’s always a huge disappointment for everyone working at Ski Line when a client has cause to complain. However in this instance I believe this is could have been avoided if the website, links, and documentation had been read.

Angus Kinloch

Managing Director

Ski Line Limited

Firstly, you have replied to the wrong review.

But it is interesting to note not much has changed in the attitudes of ski line. I considerate with this latest group to fall victim and recommend they do as we have and book with peak retreats as their customer service team are 2nd to none and we have enjoyed 2 wonderful holidays with them since this debacle.

I was disappointed to read your review, particularly after my email to you on the 26th January. As you know the negotiations for this holiday booking were made with your friend and not you personally.

The sales person who handled the enquiry has worked at Ski Line for 14 years and had previously worked with one of our competitors for many years before joining our team. His vast experience of the ski market has not gone un-noticed by the many clients who ask for him by name. Never in his time working at Ski Line has anyone reported he that he has been rude, that’s simply not in his nature.

When your friend contacted us looking for a skiing holiday, she explained to us the kind of holidays she wanted, we understood that you had previously used Club Med, but were not happy with its location in Val d’Isere and wanted a good quality hotel in central Val d’Isere. Our sales person listened carefully, make notes and made a few recommendations too, before coming back with a choice of suitable and available options.

One of the holidays that we proposed was the Chalet Hotel Le Savoie, as our sales person had just returned from seeing the property and was able to answer all of your friend’s questions.

It is difficult for our sales team to cover every aspect of the many skiing holidays we offer in a phone call. Particularly as he will have discussed several different hotels and chalets in that call.

Some of our clients ask lots of detailed questions, while others only want to know the basics. For this reason we make it very clear on our web site what is and what isn’t included in each of our holidays.

You will recall I sent you a link in my email on the 26th January showing where on the web page it clearly stated that the board basis was “chalet board” and not as you had believed it to be, half board. This was also detailed in the confirmation invoice that was sent at the time of booking and again in the invoice from Ski Total that was sent a few days after the holiday was confirmed. Perhaps if the documentation we had sent had been studied, this misunderstanding would have been avoided.

I understand that we had never issued you with our Ski Set voucher as Inghams had a special offer you had taken advantage of from their in-house ski rental which I believe you had booked. While I agree your friend was offered ski rental with our partners Ski Set, when we discovered Ski Total had a special offer this was offered as a cheaper solution.

It’s always a huge disappointment for everyone working at Ski Line when a client has cause to complain. However in this instance I believe this is could have been avoided if the website, links, and documentation had been read.

Angus Kinloch

Managing Director

Ski Line Limited

"The services provided and paid for were clearly itemised on our booking summary, with the prices being in line with those listed in email correspondence. Ski hire and lift passes were not shown and whilst prices were provided during our earlier discussions it is not unusual for clients to arrange such services in resort. The children’s ski lessons were, however, arranged at the time of booking in view of the limited availability and this would have been a specific request. It is perhaps unfortunate that the booking summary was not checked, as requested in our documentation, especially as you “couldn’t believe the deal” as this would have identified any misunderstanding. Indeed an earlier email, which clearly set out the cost of the various individual services available, should have enabled you to accurately determine the cost of your holiday prior to booking.

We are concerned about the comments regarding your conversation with us once the problem had been identified as we have never received a complaint of this nature since we commenced business almost 20 years ago. Our sales team are highly experienced, possess an in-depth knowledge of the ski market and aim to provide a high level of service and the percentage of clients returning year after year evidence their success. If clients do experience problems we always do our best to resolve matters as quickly as possible and believe the extract of the conversation specifically quoted in you review is inaccurate as no-one in our Company would speak to a client, or indeed anyone, in such a manner.

We appreciate that when holiday arrangements do not go according to plan it is a stressful experience and hope the difficulties experienced did not adversely affect the enjoyment of your holiday."