Great to talk to a knowledgeable rep when we booked Easy process Very pleased with Les Saisies as a venue which we were visiting for the first time The accommodation Amaya was really good with ex... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
Les houches/Chamonix March 2026 Fantastic location Hotel les Campanules was excellent and views of Mont blanc and owners and Staff were Amazing as was food/breakfast 5stars Heidi offered Great serv... See more
Company replied
Booking was very straightforward. Booked on a train journey in Portugal on a mobile phone. We had looked at lots of locations and hotels previously so were familiar with the different options. Thr... See more
Company replied
We booked our first family ski trip with Heidi and they made everything so straightforward. They were very helpful offering advice where needed and resolving any queries really quickly. I would defini... See more
Company replied
Company details
- #13 of 21 best companies in Ski holidays
- #90 of 150 best companies in Tour operator
- #129 of 209 best companies in Travel agent
- #49 of 103 best companies in Travel deals
About Heidi
Written by the company
We’re here to help you find the exact ski holiday you deserve.
Heidi burst onto the scene in 2018 when our founders, frustrated with how restrictive a typical package ski holiday could be, decided there had to be a better way.
So, with a winning combo of super-clever tech and a lovely team of passionate skiers, Heidi offers:
Freedom from faff
Search 1000s of ski holidays in seconds and easily book all your extras in one place.
Freedom to choose
Customise a great value holiday for any duration, from a choice of 300+ resorts.
Freedom to relax
Enjoy peace of mind at every step, from help finding a holiday, through to 24/7 support while you're away.
Find your freedom with Heidi.
Contact info
63 Queen Square, BS1 4JZ, Bristol, United Kingdom
- 0117 457 6000
- heidi.com
4.7
Excellent
5K reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Zell am See was a good location for…
Zell am See was a good location for both skiers and non-skiers. The staff at Hotel Latini were friendly and helpful and the food was good.
7 April 2026
Reply from Heidi
Heya!
Thank you so much for this, really glad to hear it! 😊
Zell am See is such a brilliant destination and Hotel Latini is a great pick, lovely to hear the staff and food lived up to expectations too. It's always a bonus when there's plenty to keep everyone happy whether they're on the slopes or not! 🏔️
Hope to see you back with us again soon!
Xav - Customer Support Agent
Very good communication when we emailed…
Very good communication when we emailed but would have liked more help and advice for ski passes and ski lessons. We were given links but weren't very confident about what to choose as it was first time for family.
4 April 2026
Reply from Heidi
Thank you Elaine! Really glad the communication was good throughout.
That's really helpful feedback on the ski passes and lessons guidance. For a first time family trip those decisions can feel quite daunting and links alone don't always give the confidence you need. We'll make sure that's taken on board so future first timers get a bit more of a helping hand through those choices.
Hope the family had a fantastic time on the slopes and we'd love to help you plan the next one! ⛷️
All the best,
Em - Customer Support Agent
Very understanding and accommodating
We made a pretty major mistake with our initial booking and the team at Heidi were exceptionally understanding and accommodating allowing us to book the holiday that we had intended to.
7 March 2026
Reply from Heidi
Hi Graeme,
Thanks so much for sharing this 😊
We’re really glad the team were able to step in and help get everything back on track for you 🎿 It sounds like a stressful start, so it’s great to hear our team handled it with understanding and made sure you still got the holiday you originally wanted!
Really appreciate you choosing Heidi and hope we can help again in the future!
– Lucy
Customer Support Agent
Reply from Heidi
Hi Shaun,
Thanks for the review!
Great to hear everything was easy to book and that making changes along the way wasn’t a hassle 🎿 That’s exactly how it should feel.
Really appreciate you choosing Heidi and hope to help again soon!
– Em
Customer Support Agent
Website is easily accessible
Website is easily accessible, easy to navigate additional options.
Payment was quick and simple.
Great deals which are far cheaper than competitors.
7 April 2026
Reply from Heidi
Hey Chris,
Sounds like a smooth one 😊
Great to hear the website was easy to use and that adding extras and making payment was quick and straightforward 🎿
Really appreciate you choosing Heidi and hope to help again soon!
– Xav
Customer Support Agent
Accomdation not booked so hsd to wait…
Accomdation not booked so hsd to wait over an hour for it to be sorted
Accomdation not of the standard advertised
7 April 2026
Reply from Heidi
Hi Nicola,
Thank you for taking the time to share your feedback.
Firstly, we would like to sincerely apologise that this happened, and that you had to wait while this was resolved. We completely understand how frustrating and disappointing this must have been, especially at the start of your holiday, and this is certainly not the experience we aim to provide.
As soon as you contacted us, we investigated the issue urgently with our supplier, as everything had been confirmed correctly on our system prior to your arrival. While this did take some time to resolve, we did our best to support you in the moment and offered to cover refreshments while we worked on a solution. Once we were able to reach our supplier and identify the error, we acted immediately to secure your accommodation directly with the hotel.
We’re also sorry to hear that the accommodation did not meet the expected standard, and we take this feedback seriously. If you have any photos you’re able to share, please feel free to send them to customers@heidi.com. We can then investigate this with your accommodation directly.
We sincerely apologise again for the inconvenience caused and truly appreciate you taking the time to write this feedback to us. We do hope that, despite this you were still able to enjoy your holiday in the mountains.
Kind regards,
Phoebe - Senior customer support agent
Easy to navigate and helpful staff when…
Easy to navigate and helpful staff when i rang with a question
22 March 2026
Reply from Heidi
Hi Becky,
Nice and straightforward 😊
Good to hear the site was easy to use and that the team were helpful when you needed a hand 🎿 Makes a big difference when you can get a quick answer without any hassle.
Thanks for choosing Heidi and hope we can help again soon!
– Em
Customer Support Agent
Easy booking
Easy booking and all information sent with correct info such as location and lift pass collection, ski hire location. Private transfers on time.
7 April 2026
Reply from Heidi
Heya,
Nice and smooth by the sounds of it 😊
Great to hear the booking was easy and that all the info you needed came through clearly, especially for lift passes and ski hire 🎿 Always a bonus when transfers turn up on time and everything just works.
Really appreciate you choosing Heidi and hope to help again soon!
– Lucy
Customer Support Agent
Reply from Heidi
Hey there,
Love that 😊
Really glad everything felt easy and that you’d use us again 🎿 That’s exactly what we’re aiming for.
We look forward to helping with your next trip!
– Em
Customer Support Agent
Did not deliver on flight bookings
The inbound flight time that was published for the booking was not secured and the 2 alternatives offered - one at 7am requiring a transfer at 2am or the latest flight at 9pm. There was an earlier flight at 5pm but was informed it was “too expensive” so was not offered.
4 April 2026
Reply from Heidi
Hi Richard,
Thank you for taking the time to share your feedback. We’re really sorry we weren’t able to confirm your booking with the flights you originally selected.
We do work with live pricing and availability, and your booking request was actioned immediately after it was placed. There is, unfortunately, the rare occasion, particularly when bookings are placed close to departure, where the flights you selected sell out before we're able to confirm them.
For your booking, I can see that our team reached out within two hours of your booking request being placed, before any confirmation had been issued. We informed you that we weren't able to secure those specific flights and worked with you to find the best alternatives. The 17:00 PM flights were considerably more expensive than those that you had originally selected, and we were unable to cover the full cost. We therefore asked that you pay a little bit more should you want to go ahead with this option. You instead chose to go with the 21:00 PM flight, and we were happy to cover the fare difference here.
Thank you again for sharing your experience. We are always looking to improve the experience of our customers, and we truly hope that you were able to enjoy your time in the mountains.
Best wishes,
Charlie - Customer Support Team Leader
Easy to book and great customer service
Easy to book and great customer service
Small issue with ski school but Heidi were quick to rectify
6 April 2026
Reply from Heidi
Hi Emma,
Thank you so much for this, really glad to hear the booking and customer service hit the mark! 😊
Sorry to hear there was a small hiccup with ski school, but we're pleased the team could get it sorted quickly for you. That's exactly what we're here for! 🙌
Hope to see you back on the slopes with us again soon! ⛷️
Em - Customer Support Agent
Great customer service and everything…
Great customer service and everything on holiday was organised, efficient and well explained on their website under our booking. Would book with Heidi again
29 March 2026
Reply from Heidi
Hi Helen,
This is so lovely to hear, thank you! 😊
Really glad everything felt organised and well communicated throughout. Having all the info you need right there under your booking is something we really care about, so it's great to know it made a difference! 🙌
Hope to see you back on the slopes with us again soon! ⛷️
Lucy - Customer Support Agent
Heidi are a great company
Great website, easy to use and everything you need to hand. Great staff too.
1 April 2026
Reply from Heidi
Hi Nigel,
Thank you so much, really lovely to hear! 😊
So glad the website had everything you needed and that the team made a good impression, too. Simple and straightforward is exactly what we aim for! 🎿
Hope to see you back with us again soon! ⛷️
Freya - Customer Support Agent
Impressed
Just returned from a trip booked through Heidi. Whole process was very straightforward from start to finish. Very pleased with help from Hattie in finding a holiday/accommodation that suited our needs.
1 April 2026
Unprompted review
Reply from Heidi
Heya!
So great to hear this, thank you! 😊
Really glad Hattie could help find the perfect fit for you - that personal touch in finding exactly what suits your needs is so important to us! We'll make sure to pass your kind words on to her; she'll love hearing this. 🙌
Hope to see you back on the slopes with us again soon! ⛷️
Xav - Customer Support Agent
Loved it all
Loved it all. Such a good holiday. Booking and all details were spot on!
Accommodation was perfect- very well equipped kitchen, pool and sauna facilities etc. Bed not made up when we arrived at 1am however. And it wasn’t explained about WiFi and shuttle bus so maybe a welcome letter with this detail on would have been useful.
Ski school, lift passes and transfers were all well communicated and well planned. Defo would book again!
6 April 2026
Reply from Heidi
Hey Charlotte,
Thank you so much for this, really glad you had such a brilliant time overall! 😊
So lovely to hear the accommodation, ski school, lift passes and transfers all hit the mark. We always want everything to be spot on from start to finish, so that means a lot!
We're really sorry to hear the bed wasn't made up on arrival and that the WiFi and shuttle bus details weren't as clear as they should have been. That's really helpful feedback.🙏
We really hope to see you back with us again soon! ⛷️
Em - Customer Support Agent
Skiing made easy
Clear communications throughout made the whole experience easy. Excellent private transfer company. Everything just as advertised.
6 April 2026
Reply from Heidi
Heya!
Really glad to hear this, thank you! 😊
Clear communication and delivering exactly what's promised is so important to us, so it's brilliant to hear it all came together just as expected. Really pleased the private transfer hit the mark too! ⛷️
Hope to see you back on the slopes with us again soon! 🏔️
Lucy - Customer Support Agent
Brilliant from start to finish
From our first communication with Heidi we had great customer service. Booking a holiday with a with an 11 mth old can sometimes be difficult but Lucy our representative talked us through the holiday and made sure that everything we needed was catered for. From the flight, private transfer and highchair/cot at the accommodation. This is the first time with have booked with Heidi but would definitely recommend.
6 April 2026
Reply from Heidi
Heya Wayne,
This is such a lovely review to read, thank you! 😊
Travelling with a little one takes so much extra planning so we're really glad Lucy could make the whole process feel easy and make sure everything was taken care of. A private transfer and all the little extras sorted ahead of time makes such a difference! 🙌
We'll make sure to pass your kind words on to Lucy, she'll be so chuffed to hear this. We really hope it's the first of many trips with us! 🎿
Freya - Customer Support Agent
Ease and speed of booking
Ease and speed of booking, accessibility of staff to help and speed with which staff attended to any additional enquiries.
2 April 2026
Reply from Heidi
Hiya!
Thank you so much for this, really great to hear! 😊
We know how important it is to have someone on hand quickly when you need them, so we're really glad the team could deliver on that throughout. Quick, easy and stress-free is always the goal! 🙌
Hope to see you back on the slopes with us soon! ⛷️
Xav - Customer Support Agent
Awesome service wouldn't use anyone…
Awesome service wouldn't use anyone else, personal service
3 April 2026
Reply from Heidi
Hey there,
Wow, thank you so much - that really means a lot!
We cannot wait to help you plan the next one! ⛷️
Em - Customer Support Agent
We had great advice of where to go
We had great advice of where to go. Our booking was quick and easy and the Heidi reps were always very friendly and helpful
4 April 2026
Reply from Heidi
Heya Jess,
So lovely to hear this, thank you! 😊
Really glad we could help point you in the right direction and that the whole booking process felt nice and easy. Our team will be chuffed to hear they made a good impression too! 🙌
Hope to see you back on the slopes with us again soon! ⛷️
Lucy - Customer Support Agent
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.