We have just arrived back in the UK from Spain having travelled entirely by trains and busses. On our return trip we paid the extra fare and went Grand Clase on an Elipsos Trenhotel.

We found that there are shortcomings to the promised service that spoiled the experience. These included no answer on the internal phones, very slow restaurant table service and an air conditioning system that didn’t work in our cabin.

But the real issues were to follow:
The overnight service from Madrid to Paris stopped en route during the night, the power went off and back on several times.
The breakfast table service was chaotic, only two waiters were struggling to cope with passengers demands. We decided that this may be due to the impending arrival in Paris and so abandoned the restaurant.

Confused about the lack of information we found (with the assistance of another passenger’s sat nav) that we were still 100 miles from Paris. No one from the company had bothered to let any of us know the train was running more than two hours late!

No staff from the so-called first class train hotel made their faces seen until our passports were returned at 10:00am; the train finally arrived at 10:30am. Some passengers also missed their Eurostar connections.

I have looked at the Elipsos.com website and cannot find any ‘contact us’ or ‘feedback’ links for me to use to complain about their failed service and communication standards.

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