Our COVID-19 Guarantee


Here are answers to FAQs. Info on pets, smoking & more

Please find below a summary of our most frequently asked questions. Feel free to contact us to find out more should these not give you all the information you require.

Will I ever be charged a Surcharge?

We guarantee that you will not be charged a surcharge on your accommodation price unless there is action by the government eg VAT increases etc. All of our lift passes are priced in Euros and £ sterling price will be that at the prevailing rate when the payment is processed - normally between one to two weeks before your holiday. Transfers once paid are not subject to any surcharge but before any payment is taken should there be a significantly changes eg oil prices, Government action etc. then the prices could fluctuate.

What does this price include?

Please see our pages on price and availability for full details of what is included and what is not.

Are there any extras to pay in the resort?

Generally our prices include all taxes including tourist tax. Although parking is free in most resorts there may be local car parking charges.

Are towels and bed linen provided in your self-catered apartments?

Yes, but we do not provide a mid week change for these and we do recommend that you bring extra towels if you feel that you need more than one towel for the week.

Can I ask for a specific self-catered apartment?

Yes you can – all of our apartments are on our website and we would request that you choose the one that best suits your party.

Can I take pets – especially my well behaved small dog?

We are very sorry but we are unable to accommodate pets – we have learnt that other people’s thoughts on well behaved are different to ours or our other guests!

Can I smoke?

For health and safety aspects all of our catered chalets and apartments are totally non smoking, you may smoke only on the balconies or outside and then you must not throw cigarette butts on the floor/snow. If we identify smoking in our accommodation our staff and directors may ask you to leave the accommodation immediately. The smoking ban includes e- cigarettes 

What food will we get in our catered chalet? What happens if I am allergic to certain items, am a vegetarian and I don’t like certain foods?

An indication of the type of menu is on our website but we allow out chalet hosts to develop their own menu depending on availability of product. If you are genuinely allergic to things you must tell us and in addition if you are a vegetarian please let us know and our hosts will modify our menu for you. However we are unable to accommodate all likes and dislikes for certain items as this would be a nightmare for our hosts! We may charge you extra for any special diets

When can we get into the chalets/ apartment and when do we have to leave?

You will be able to check in from 4pm onwards for catered chalets and 5pm for self catered apartments and you will be required to leave at 10am. However you may contact our staff earlier if you arrive and if your accommodation is ready they may allow you in this is not guaranteed. Also please note that our staff can only be in one place at a time and during busy periods you may have to wait a short while.

We are not able to accommodate late check outs as the apartments and chalets do have to be ready for the next guests and so even if you have a private transfer leaving later in the day you must leave the chalets/apartments by10am and you are not allowed back into the chalet.  

Can I leave my bags if I arrive early or are leaving late?

In our catered chalets you may leave your bags in an unsupervised room and you may change in one our rooms but we are sorry there will not be any shower facilities. Please do not leave anything of value in your luggage as these rooms are usually available to all clients. Some resorts have lockers where you can pay to leave your bags securely and some have no facilities at all. If this is particularly important to you, please ask our reservations team before you make your booking and we will call the resort to check details for you.

What happens if we are arriving late?

If you are in our catered chalets are hosts will be waiting for you whatever time you arrive. A hot, simple meal will also be waiting for you – if its very late this may be one course only.

If you are arriving after 8pm in one of our self-catered chalet apartments we have a late arrivals procedure which you will find in our final information pack. Our staff will then contact you in the morning.

Do we have to pay a deposit?

In our self-catered apartments only you will have to provide a credit or debit card number as a deposit. This is taken in case of any damage caused and in case you leave the apartment in a very dirty condition. We expect you to leave the apartment generally as you found it.

What happens if I lose a chalet/ apartment key?

The keys are special security keys that cannot be cut in resort, this will mean that the locks will have to be replaced and you will be charged the full amount for this.

Will there be bunk beds?

In many of our apartments there will be bunk beds. Please note that under French law children under 6 years are not allowed to sleep on the top bunk bed.

Will there be enough hot water?

The amount of hot water available depends on usage, in self-catered we recommend that you don’t exceed the ideal numbers as this will put a strain on the amount of hot water available. You may find that at peak times when everyone is using baths/showers at the same time, availability may vary. Your patience is greatly appreciated in this matter.

What will be in my self-catered apartment?

We supply a basic starter pack of cleaning materials and toilet paper this will not be enough for your holiday. We recommend that you take some basics with you such as tea coffee, etc . The kitchen equipment is generally described in the information we provide and most apartments have kettles and toasters etc. In addition all of ours have TV’s and DVD’s although please bring your own DVD’s to watch. Additionally we do not supply any adaptors for electrical items please bring these with you.

What if I have babies? Can I pre-book a travel cot and high chair?

We do not allow any babies into a shared catered chalet due to potential noise issues, you are welcome to book a whole chalet if you do have young babies. We supply cots and high chairs n a first come first served basis please note that your bedroom may not be large enough to accommodate the cot. For catered chalets for any babies above the normal number of occupants then we will chareg £100 per baby plus any additional costs for transfers. In addition please note that we do not provide baby food, fresh milk etc. and we do not provide any bed linen or towels for babies.

Do I have to fill out a booking form?

You must complete our online bookings forms which can be found under the contact us section of our website. If you do not complete one and agree to our terms and conditions we reserve the right to cancel your holiday.

What happens if I don’t pay my final accommodation balance on time?

It is your responsibility to pay at least 10 weeks before departure if this has not been paid we will assume that you have cancelled your holiday and your deposit will be forfeited.

How do I obtain details of where to collet my keys and the directions?

All of our final information packs and directions will be sent to you before your holiday 

Is there parking?

In all of our resorts you will find free local parking which is available on a first come first served basis but to date we have not had an issues even at peak times

Is there a supermarket?

In all resorts there are shops and supermarkets. Prices are often about 10 - 20% higher in the resorts so if you are travelling by car you may wish to stock up in the valley at the larger supermarkets

Are beds made up upon arrival?

In all of our accommodation,  except for Switzerland, we now make up all beds for your arrival (although this excludes sofa beds)

When can I use the Hot Tub and/or Sauna?

Due to insurance and local regulations you are only allowed to use these facilities between 4pm and 7.30 pm and these may not be used on the staff day off, these times are not negotiable

What happens if I leave anything behind?

We will bring anything left behind back to the UK in April and then you will have to pay for postage and packaging to have the item returned. For anything required urgently then you will have to arrange for a courier to pick the item up from our staff in France, or pay for both postage, packing and the time required for our staff to go to the valley  which can be considerable.

Can I use the chalet if my transfer is later in the day?

No you cannot use the chalet even if you have paid for a private transfer 

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