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.
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?
There are no extrra payments required in resort. Although parking is often free in 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 vapes
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. 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 eg Vegan, gluten free etc but we need a minimum of two weeks notice before your holiday commences. Note that we cannot ever gurantee a nut free environment as we do not always know where our food products are prepared.
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 however 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 to gain entry.
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 by 10am and you are not allowed back into the chalet.
Can I leave my bags if I arrive early or are leaving late?
For catered chalets: You may leave luggage after 10am in an unsupervised area. Please note that the chalet will not be ready until 4pm and to allow time for your host(s) to clean and sanitise your chalet ready for your stay, access to the chalet cannot be granted. On departure luggage can be left In an unsupervised area but needs to be removed before 4pm ready for next guests. To ensure that the chalet is ready in time for the next guests, entry to the chalet cannot be granted.
For self catered properties: Check in is from 5pm and we are afraid that we are unable to accept luggage before this time. Check out is at 10am and again, we do not have anywhere to store luggage until your departure.
What happens if we are arriving late/departing early?
If you are in our catered chalets for guests that choose to arrive after 9pm, you will be welcomed into your chalet where there will be an evening meal prepared for you to help yourself too, consisting of a main course, bread and wine.
For guests that choose to depart before 7 am there will be a continental breakfast laid out the evening before for you to help yourself to, we cannot guarantee there will be fresh bread as this is delivered each morning and may be after your departure time
For our self-catered chalet apartments we have self-check in and so you may arrive when you like.
Do we have to pay a deposit?
We reserve the right to request a damage deposit.
What happens if I lose a chalet/ apartment key?
You must notify Mountian Heaven immediately. Often 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. In addition if you take any keys home, you must retrun these immediately at your cost or it may be necessary to charge you the full replacement cost. If keys are lost we will have to charge a 60e callout fee for replacement keys to be provided to you.
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. Many of our properties heat water overnight- as is the way in many French properties. Please take this into consideration when thinking about the best time of day to shower!
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. 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 charge £100 per baby. 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 information is availbale on our App, we do not send out any other final information packs.
Is there parking?
We do not have allocated parking with our catered and self catered properties. In many of our resorts, there is free local parking on a first come first served basis (this excludes Courchevel Le Praz where there is only paid parking.
Is there a supermarket?
In most 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, your beds are made up for arrival
When can I use the Hot Tub and/or Sauna?
Due to insurance and local regulations you are only allowed to use these facilities bat restricted timees.
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?
We are sorry but you cannot use the chalet as we will be preparing the chalet for the next set of guests