Club Med Reviews 

Complained about a holiday in Jan, received an email stating they would reply in 28 days. Still no reply so called and waited for an hour to speak to someone. They looked up my info and said they would get back to me that day. Still no reply. Why acknowledge a complaint and state a reply in 28 days if not able to commit. 2 months and still no contact. I will be logging complaint with ABTA. terrible customer service and terrible holiday experience.

First of all, the ClubMed La Rosiere hotel itself was fantastic, it's just everything else to do with the company that is shocking.
We paid the premium, received 1 email about the holiday that had incorrect airport terminal details, the flight changed times and we weren't informed but the real kicker. Was we were informed and provided documentation by them that passport validity was to have at least 6 months left on your passport, which my wife had 9, and she was turned away AT THE BOARDING GATE and told her passport was not valid and should couldn't travel.
Since Brexit, the law has changed and in fact my wife's passport wasn't valid, but ClubMeds advise had stated it was so trusting them completely screwed us over and I ended up having to take 2 children who had never skiied before on my own with my wife missing out entirely on the holiday. There was another family in the same situation at the gate also with the husband being left behind.
When I put in a complaint to club med I had to chase them constantly for a response and when it finally came after 3 weeks, it basically said, "We're sorry this happened but won't be offering any compensation to you" and ended the email.
I'd half expect this if I'd booked with a really cheap company but not at the cost we paid.
I would reiterate, the hotel was incredible, but the company as a whole that runs the booking and customer service is shocking and uncaring and I would massively avoid them.

Club Med failed to return (within the advised 14 days for process) an agreed refund of circa £10k. Operators end calls while discussing the matter, and decline invitations to call back and explain. Why would anyone want to book with them?

Had the most awful holiday at ClubMed Karamina in Sicily, having been a customer of ClubMed for over 30 years this was beyond disappointing. No one at the airport to collect us as midnight, food dreadful (pizzas and burgers every day!), GOs totally uninterested and chef de village invisible. Furthermore am still owed a refund from September, keep being assured this money will be credited to my cc but never is, what used to be a fantastic organisation has deteriorated to a pitifully awful one!

Confusion on arrival at airport as we didn't to be on the passenger manifest which resulted in a taxi for 2 which was great. Check in below Club meds usual high standard. The room was clean and in good order and cleaned very well every day. The hotel appeared to be full which resulted in chaos at the restaurant ie unable to find a table, tables not cleared, an apparent shortage of coffee cups which led to people using a too small paper cup that then overflowed causing the coffee machines to shut down. Managers doing the meet and greet outside the restaurant should have been rolling up their sleeves and clearing plates! Queues at the food stations were a norm and at the grill the man was under pressure and not cooking the fish or chicken sufficiently. It was good to have our great skis to be in our locker but the ski room was too small for the amount of people wanting to use it. We enjoyed the atmosphere in the bar and the entertainment and were served well by the bar staff. At departure check out was easy but we didn't appear on the manifest again so had to squeeze into a bus with a big party. We love Club Med and always promote you to our friends. I am glad that none came with us this time as we were generally disappointed with the hotel. Ski in and out was great as was the ski school although they didn't do a ski "test" on the first morning resulting in people being in groups that were above their ability. Read previous trip advisor reports that echo our disappointments. We would be had pushed to visit this hotel again and our confidence in Club Med has been knocked and don't know if we will use you again.

Firstly, they booked the wrong dates on the phone. Chased several times for email confirmation of the right dates (after spending an hour on the phone) to find the reason they were not arriving was the email address box on their system was blank! Today, I have phoned 4 times, been cut off twice, promises of calls back not happened. Looking at my phone - 2 hours 10 minutes holding over the 4 calls and I still don't know if I have the accommodation on the right dates in the Seychelles even though I have spent money on flights! Feels to me like this company is out of control. Staff clearly poorly trained and under a lot of pressure.

We have not received information about paid for flights and transfers. Communications very poor.

Have always found club med easy to book with. Friendly and helpful when contacted. Holiday has always been what t says on the tin

Took over a month to accept that I had paid by credit card. Gave me £2 in compensation.

Impossible to speak to someone in person.
Wanted to pay the holiday I had reserved by credit card over the phone and after chasing for 10 days no one called back.

ZERO STARS. WORST CUSTOMER SERVICE IF YOU WANT TO MAKE ANY CHANGES. EXTREMELY SLOW TO RESPOND AND NOT HELPFUL AT ALL. NOT HAPPY.

CLUB MED ("CM") DID NOT BOOK OUR TOUR, SO THEY INCURRED ZERO COSTS. NOT REASONABLE THAT THEY WOULD KEEP OUR MONEY (OVER AUD$800). WE SPOKE TO THE EXCURSIONS DESK AND RECEPTION SO MANY TIMES WHILST WE WERE IN BALI AND ALSO TO OUR TRAVEL AGENT IN AUSTRALIA TO FOLLOW UP IF WE COULD DEFER THE EXCURSION, GET A CREDIT OR USE IT ELSEWHERE IN THE RESORT AS WE WERE THERE UNTIL 5 JANUARY 2023 AND DESPITE ALMOST DAILY CORRESPONDENCES NO ONE POINTED OUT TERMS AND CONDITIONS UNTIL 2 WEEKS LATER WHEN WE WERE BACK HOME IN AUSTRALIA.

CM BALI REFUSED TO HANDLE ANY EXPERIENCE CHANGES AT RECEPTION CLAIMING THEY MUST BE IN AN EMAIL FROM YOUR TRAVEL AGENT. WE GOT THAT AND STILL THEY REJECTED OUR REQUEST. MONEY HUNGRY MOB. THEY DO NOT CARE ABOUT YOUR EXPERIENCE AT ALL. COMPLETELY INCOMPETENT AND UNACCEPTABLE HANDLING.

We arrived at CM Bali on 31/12/22 9pm and our kids were adamant that after 2 weeks of adventuring through Vietnam they were exhausted and did not want do another day trip anywhere. We received a $300 Club Med voucher which could be used on any on-demand experiences (spa, excursions, etc) as we had prepaid before a certain date. We prebooked the West Nusa Penida excursion but found out on arrival at CM Bali that it is a full day trip on a very long and bumpy bus ride so I went to the Excursions Desk the next morning (1 January 2023) to enquire if we could defer or get a credit for our prepaid excursion (or least the $515.28 we paid). The Excursions Desk said that they didn't have any booking for us so directed us to Reception.

At Reception I explained our situation with Cacik as the excursion wasn't booked yet. Cacik advised that they can't do credits at Reception but that I could request that the excursion amount be transferred to spa credits, etc if it was emailed and communicated directly by my travel agent in Australia to CM Bali.

2 January: Renae said "I have been in contact with CM - They advised that they are unfortunately unable to transfer any funds/ credits to a new reservation without the written approval from the resort / reception directly. Is there any chance you are able to get one of the club med representatives at the resort to send me an email confirming/ declaring the funds can be transferrable to a new reservation?"

2 January: I showed Cacik Renae’s email and then called Renae in Australia from Bali so we could all work together on getting exactly what CM needed to transfer my prepaid excursion funds to a travel credit or use it elsewhere at CM Bali before we leave on 5 January 2023. Cacik put me onto Maria (Welcome and Service Supervisor) who said that she just needs to email my travel agent an email confirming that my family never took the excursion.

Email from Maria on 3 January: "Dear all, Please find attached confirmation from our excursion office, that Sutton family haven't used the excursion "West Nusa Penida".

4 January: Renae emailed: “I have been in contact with CM - I am just currently awaiting their confirmation as they mentioned they are needing to escalate this with their management. I should receive an update from them before end of day today.” I responded "Thanks. Let me know how you go or if there is anything I can do from my end. As the CM Boxing Day special finishes tomorrow and we are pretty much flying the whole day, we don't want to miss out but Hubby doesn't want to go ahead and book until we hear back re the CM Bali travel credit“.

Renae wrote on 11 January: “Hey Olivia! I have contacted CM and they have advised the below:
Their customer relations department advised that as per T&Cs, they would be unable to honour a credit and the amount paid for the on demand experience would be non-refundable.” I called Club Med Customer Sales on 12 January and spoke with Lauren (they don't have a Customer Relations phone number, just an email). Lauren responded on 17 Jan she had spoken with CM Head Office who repeated the above response.

Needing to change the details of a booking, I had to call more times than I can remember over a period of two weeks to get a response, each time waiting for a minimum of 17 minutes, average time over 30 minutes. I emailed all ClubMed addresses only to receive automated replies that my query would be dealt with within 4-6 days. Twice I was promised that a manager would call me by return, which never happened. Twice I was waiting for over 40 minutes for a call to be answered only for the call to then be dropped. I cannot emphasise enough how stressful it has been to try and make contact with ClubMed, not to mention the time I have lost waiting on hold on the phone. They finally made contact with me 2 days before my departure date. JUST NOT ACCEPTABLE. My family have been on several ClubMed holidays but following this experience I will be unlikely to do so again.

Very well organised, specially for skiing with kids. Friendly staff, going the extra mile to make sure guests are satisfied and have a great time. A lot of fun activities for everyone. Relaxed atmosphere for an easy family holiday !

Huge waiting times on the phone. Five calls of more than half an hour to get through without being cut off. Credit from another holiday impossible to access from the Club Med finance system. Promises to email me and call me back not kept. Shabby for such an expensive company. Get more staff and train them.

I have been emailing regularly for a refund for a pre booked massage during the holiday which I was unable to attend due to getting food poisoning from the resort. This was in September and I am still awaiting my refund despite many emails.
I feel I am now being ignored by them. I just want a response to my complaint and my refund.

Easy to negotiate the website and book a holiday.

I tried to get in touch with Club Med UK to discuss a change to the booking and pay the balance but every time I called the waiting time was 30 minutes. On one occasion I held on for 30 minutes and then got a message saying no one was available to speak to and I needed to call back later.
When I did finally get to speak to someone they told me they would look into the changes I needed and get back to me 'in the next half hour'. One week later I still hadn't heard back from Club Med so I had to call them again and endure the 30 minute wait time to speak to someone.

Their website is so easy to use especially when you are rebooking the same resort.

Your sales rep (Kat) was extremely helpful. Found far better flights to/ from LGW than we had thought might be available.

Would not recommend , after sales service is beyond terrible. I have been trying to get through to
Use my credit on my holiday it is now 3 weeks , you are kept holding and then told your call cannot be taken 😡