Santa's Hotel Tunturi

I am a disabled women with 2 children i come with my sister and Mum. We booked through TUI and we have had such a terrible experience. No accessibility measure taken to accommodate my needs ramps a danger to use I will evidence this with pictures the sauna and balcony no accessible withing the room so that was yet another rip off of for the rate of the room. The room I was expecting it to be nicer more modern and the beds very uncomfortable thin pillows thin blankets freezing cold late night early hours the rooms are warm through the day and morning but come 10pm onwards freezing the gas central heating turns off like they have them on timers not being funny -27c and your putting heating on timers ridiculous really with small children and people who are not used to the extreme cold. Unfriendly not accommodating I don't bo what there views are on wheelchair users but I feel very un welcome. To also add I had to ask for house keeping and also my family who are in 2 separate rooms never have had there tea and coffee replenished. I would strongly advise to stay away from this hotel of booking with anyone who has mobility challenges. Alos very noisy motorbikes throughout the hourly hours.

We stayed Xmas Eve for 3 nights as part of a TUI package. I was a little worried after reading so many bad or negative reviews, but honestly we had the best time! Yes the hotel is a little dated, but it has everything you need, we stayed in a superior twin in the Gileas building, and glad we did as we loved being slightly out the main busy area of the hotel. The few minute walk to the main building was not an issue like so many on here made it out to be. Breakfast was served in our building, so we didn’t have much need for the main building. Breakfast was a little below average, I think we just had tea and toast every morning, but again you don’t go away to expect a full English served up! Rooms were big enough and clean, nice balcony overlooking stunning views (we requested high floor for this reason) warm enough and handy drying racks for clothes! TUI were also brilliant by the way, again lots of bad reviews but it was well organised, and we had the best Christmas ever!! Xmas day we spent visiting Santa at santas creek, this was incredible from start to finish, we were last in to see Santa but the kids were happy playing in the snow and sat around the fire chatting to the elves. Boxing Day we spent on the taster day, I’m so glad I didn’t spend a fortune booking more experiences as these were plenty for us and our little ones, it was a great well organised day! Gala dinner at the hotel wasn’t the best, but again we went not expecting much, we had a drink and the kids had a blast, and it’s for them for than anything! I would 100% return, and do exactly the same trip!

Firstly, the majority of my grumblings are with TUI and I shall never use them again. Having said that, the hotel could have taken more control over their asset and customer service. I’ve tried to write this review several times in my head but it’s too complicated! The short story, similar to some others, I booked 3 rooms (in Jan 22, so well in advance) with balconies as a family of 6. I had a call from Tui, a couple of months before we travelled to say that there had been a mistake with the advertising and that there was only one room with a balcony. Being very polite and British, I accepted what they were saying and the £3 per person per night refund. The day before we travelled, I received an email from the Tui rep “Courtney Klaus” to make me aware that none of our rooms were in the same building. Not ideal when travelling as a family so I called Tui and expressed my concerns and dwindling confidence in them to deliver the 7k holiday I was expecting. “Don’t worry” I was told, someone would be with me through the entire check in and this would be sorted. Fast forward a day, arrived in the airport and taken for our snow suits (not the best use of time, I could think of other ways to do this), then onto the hotels. I was asked to get off the coach at the main reception to check the rest of the family in. Surprise surprise. They knew nothing about my phone call and I was given a map directing me around the various buildings on the complex. Went to speak to Courtney Klaus whose face said “I know what you’re saying but I couldn’t care less”. To add insult to injury, I asked about a snow mobile trip we had booked for the Friday (present day Wednesday) only to be told that trip was now going at 4pm that day! Having being up since 2am travelling and with 2 elderly parents who were not feeling on top form, it wasn’t an option to go bezzing around the forest for 2 hours so I asked if there was an alternative… Courtney said there was and she would happily get me booked on the Friday trip but I would have to pay more as it was an hour longer than the trip I’d paid £600 for (for the Friday)… by now I was concerned about my trip of a lifetime. A bit bewilded, I came out of the reception area to get back on the coach… no coach. No idea where it was and not especially dressed for searching for it in minus 15 temperatures. Through many frantic phone calls with my eldest and an elf 🤷🏼‍♀️, I found the rest of my family dumped about 5 minutes away outside another building. I’ve seen bail hostels better than this. We went back to the main hotel to try resolve the situation and get us in one place to be told we had to pay an extra £800 to get decent rooms(the rooms I had initially booked) but still not in the same buildings. We paid the extra as there was no way any one of us could have slept in the bail hostel. It’s not the hotels fault. Tui are 100% to blame and their lack of customer service is a disgrace. The hotel staff told us that Tui had made this mistake

Lots to like about this hotel. We appreciated getting a mini-apartment with a separate bedroom and living area with kitchen plus a Balcony, and the bathroom with sauna was great - showers always hot. There was also a big cupboard in the entrance way to dry coats and boots. The only downside of the apartment is that it’s a bit dated decor. We had to cross the road to the main building for meals, which was fine for us but worth knowing. We loved the food, lots of breakfast choices and different dinners. There wasn’t huge amounts of nice food (2 choices each night usually sausage/chicken nugget/pizza type food for kids but it was ok. The bar and dining area is really cosy and the staff are very friendly and efficient. The location of this hotel is the best. Opposite the ski/snowsuit hire shop and 5 mins walk to the toboggan run.

The room was very basic but clean , no one came in from room service during our 4 day stay, so no replenishing of tea/coffee/ chocolate /sugar etc, disappointing . On the plus side the food was good though I’d have liked vegetables too, everything was walkable distance , The clothing we were given to use in the snow was extremely heavy and awkward to get on the bus , so bulky. Over all we would recommend this trip by santas holidays in Glasgow but we would upgrade from the room given