Emerald Stay Anmeldelser 

Amazing apartment, excellent communication before during and date our stay from the Emearld Stay Team. The knew my birthday and sent a cake ( hard to top that level of personal touch). Will definitely use the Emerald Stay Team again.

Prachtige plek om vakantie te vieren met een gezin.
Ook het zwembad was mooi , maar koud. Kun je laten verwarmen voor 200 euro(??).Het uitzicht was fenomenaal en genoeg te zien en doen in de omgeving. Heerlijk eigen slaapkamer met douche. Wij hadden een late vlucht en konden 2 uur extra blijven. Wilde je langer dat kostte dan 150 tot 400 euro. Ze slaan wel overal geld uit. Vond de schoonmaakkosten ook erg hoog. 450 Euro. Achteraf klaagden ze dat de handdoeken wel vies waren. Beetje flauw om daar dan ook extra geld voor te vragen. Heb ik trouwens geweigerd. Waar zijn handdoeken dan voor?
Of ik er weer boek daar moet ik over nadenken. R.Klaver

**UPDATE: Emerald Stay’s response contains significant factual contradictions and ignores the unauthorized nature of the separate transaction. See my rebuttal below. **

I experienced what appears to be an arbitrarily large, unfair, and opportunistic cleaning-related fee from Emerald Stay. I also noticed another review here describing a very similar issue, so this does not appear to be an isolated experience.

I have raised my concerns with my credit card provider (Chase), the booking provider (Sunweb), and SignalConso, the French consumer complaint portal. I suggest that any guest who experiences something similar should review their contract and invoice carefully and consider the available consumer complaint and card dispute channels.

I booked a Tomorrowland Winter accommodation package via Sunweb. After the accommodation checkout, Emerald Stay used the €500 deposit as expected: they refunded €450 and kept €50 for a damaged chair, which I accepted responsibility for. However, they also ran a separate €150 card charge labeled “Breach of rules” for trash / food left in the apartment.

This round-number €150 penalty was never mentioned to us during booking and represents a completely arbitrary fee we never agreed to. It was mentioned only in checkout instructions emailed the day before checkout, long after booking was finalized, so we had no choice in this matter. Emerald Stay claims that this fee reflects the cost to recover the specific conditions we left the apartment in, but I find this hard to believe given that this fee was predetermined before any post-checkout assessment could have taken place.

******
Edit: Emerald Stay's reply below confirms the lack of transparency and includes significant factual contradictions. It is a classic corporate attempt to conflate deposit terms and itemized damage charges with an arbitrary €150 penalty that was never agreed upon in accordance to terms.

1. Contradiction on "Broken Items": Emerald Stay claims the €150 was partly for "broken items." This is false and redundant. As stated previously, I accepted a separate €50 charge for a damaged chair which was settled via the deposit. Attempting to justify an additional €150 "penalty" using the same damage reads like a double-charge.

Regardless of the apartment’s condition (they also mention "trash and food waste", the core issue is the unilateral addition of a fixed fee outside the agreed deposit mechanism, without any clear pricing basis disclosed at booking.

2. Misrepresentation of Terms: Emerald Stay claims the €150 was "clearly outlined" in the booking terms. This is demonstrably false. The booking terms (which I have attached to my formal reports) mention a "deposit," but never specify a €150 fixed-rate penalty. This amount was a unilateral addition mentioned only at checkout.

3. Procedural Violation: Most importantly, Emerald Stay ignores the fact that they bypassed the agreed-upon deposit mechanism to run a separate, unauthorized transaction. If they felt a fee was justified, it should have been handled through the €500 hold I authorized, not a secondary hit to my card without consent.

Without a specific contractual limit on such "penalties," there is no safeguard to prevent a merchant from setting these fees at any arbitrary amount (e.g., €1,000 or more) after a guest has already arrived.

4. Timing of Notice: Mentioning a previously-undisclosed fee amount in "checkout instructions" or "signs in the property" does not constitute a valid contract modification for a pre-paid booking.

I stand by my formal reports to SignalConso, Sunweb, and Chase. Emerald Stay’s attempt to retroactively justify an undisclosed penalty as "clearly outlined" is exactly why these regulatory channels exist.

Beautiful and well equipped apartment within easy walking distance from the town centre. We enjoyed relaxing on the balcony admiring the stunning mountains as the sun set. The care/attention and service from Emerald Stay was faultless.

Amazing apartment, comes with all necessary amenities, perfect location / access to the slopes. Amazing concierge service!

Very well appointed apartment . High quality amenities & comfort

Excellent apartment. Good location and helpful staff before and during stay.

The apartment was faultless. Beautifully furnished with quality throughout. Beds and linen all great too.
Emerald were responsive and very helpful. the little extras of slippers, gowns, polaroid camera they provided were class. thank you -highly recommend

Great stay. Super clean. Fantastic communication

Very well located apartment for skiing and great ski in / ski out location from boot room.
Nice , modern and very clean 3 bedroom apartment with everything you might need.
Really appreciated provision of soaps, shower gels, shampoo etc plus salt, pepper, oils, tea bags, coffee pods etc
Our only concern was how cold the two wcs were and the bathrooms .

Snowcrest is a beautiful Chalet! The space is large enough for big groups but feels cozy. It is designed with classic Swiss alpine details, but with modern bathrooms. Every detail is thought out. It was a perfect alpine stay for our ski trip.

Great appartment in Chatel. Very clean and well equipped, with a very responsive host.

Lovely apartment in a central location. Very comfortable and well equipped and great service from Emerald Stay. Would stay again

We really enjoyed our stay with Emerald. The staff are really helpful and they will
do anything they can to make your holiday an enjoyable experience.

Emerald stay were excellent and keeping in touch with comms and information about the booking. Replied quickly and efficiently to emails and WhatsApp’s. The chalet itself was exceptional - well kept, very comfortable and clean and well equipped.

Super séjour super appartement super emplacement bref tout était au top. La propreté était à son maximum je recommande ce logement et l’agence emerald stay !!!! Un grand merci aux agents pour leur réactivité ainsi qu à romain qui était présent au moindre soucis. Une très bonne expérience et un très bon weekend en famille.

Flat did not meet description - parking was not onsite. Lift did not go further than ground floor. Staff not very kind. It might be pretty and central but don’t expect any support from staff. The fact that we had to dodge smeared dog poo at the entrance most days was gross.
Re response; you were made aware. You supposedly came several times. You have eyes. You amended the description after our complaint so you are disingenuous. Frankly, this shows why I can’t recommend. And yes it is genuine, I stayed with you in a flat during halfterm.

Lovely, well equipped apartment in a perfect location, easy walking distance to both ski lifts.
We’ll definitely stop again!

Great experience from start to finish. The apartment exceeded expectations and we would definitely book with them again

I’ve just returned from an outstanding stay at this chalet, and it absolutely deserves a full five stars. The location is exceptional — virtually ski‑in, ski‑out, with the lifts and mountains only moments away. Yet you also get the rare bonus of being right in the heart of Les Gets village, so everything from restaurants to shops are on your doorstep.
The apartment itself is beautifully fitted out. The beds are incredibly comfortable, and the living room/kitchen area is perfectly designed and positioned so you really feel part of the village atmosphere. It’s warm, welcoming, and ideal for relaxing after a day on the slopes.
Overall, this is an ideal base for a ski holiday. Fantastic location, superb comfort, and a genuine home‑from‑home feel. I’ll definitely be coming back.