Frequently Asked Questions

Here is a list of the most common questions asked by our customers. If you have a query which is not answered, please call us on 01279 260170 for assistance. If you are booking with us for the first time and need some help, see our step by step guide.

Q. What is the minimum length of rental?
A. Normally this is 7 nights for chalets and apartments but some properties have more flexibility. For more information please call our sales staff on 01279 260170.

Q. Can we hold accommodation whilst we check flight availability?
A. Yes, normally for 24 hours - just give us a call on 01279 260170

Q. What are your payment terms?
A. 35% deposit on booking, balance paid in full 16 weeks prior to travel.

Q. What methods of payment do you accept?
A. Major credit and debit cards, bank transfers and cheques. Please note there is a surcharge of 2% with card payments.

Q. What does the price include?
A. The price is for the chalet or apartment rental on a weekly basis. Flights and car hire are not included.

Q. What services are included?
A. Linen, house towels, maintenance, utilities and end of stay cleaning are included unless indicated on the property description.

Q. What is not included?
A. Additional services such as air conditioning, catering packs, maid service, logs for wood burners, laundry of clothes etc are not included unless indicated on the property description. Some residences charge a fee for car parking.

Q. Is there anything else to pay?
A. Yes. We also require a £11.00 non-refundable Accidental Damage Waiver payable per person. If there are any breakages, the cost of replacement will be paid to the owner from this waiver. This covers accidental damage up to 100.00 Sterling. Please see our Terms and Conditions. You will be charged an additional cleaning fee if the chalet is not left in a clean and tidy condition on your departure. Most European resorts require visitors to pay a Tourist Tax locally and you may have to pay a security deposit or have an imprint taken of your credit card on arrival.

Q. Can you arrange for extra beds for additional party members?
A. Most apartments will already have a sofa bed and additional occupancy above the maximum is not permitted. A cot can be pre-booked but please note that if there is no room in the bedroom, it will have to go elsewhere in the apartment. In a chalet, it may be possible to arrange foldaway beds for children at extra cost (price on application) – please enquire on 01279 260170.

Q. How do I calculate the price?
A. The price is usually calculated on a weekly basis; please see the Availability and Pricing tab on your chosen chalets brochure page.

Q. What is the changeover day?
A. Normally the changeover day is the specified day that customers change over and the chalets or apartments are cleaned. Some changeover days are flexible. For more information on changeover days please contact our sales department on 01279 260170.

Q. When can I check in and when must I leave?
A. You will generally be able to check in from 5pm and must leave by 10am on the day of your departure. There may be somewhere within the residence to leave your luggage if required. If you are delayed en route, it is your responsibility to contact the key holder before 7pm (or other designated time). Late arrivals after the designated time may incur an extra charge and it is possible that you will not be able to access the property until the morning, in which case you must make your own arrangements at your own cost.

Q. What if we have to cancel?
A. Please refer our terms and conditions. Click here to read

Q. What is the size of my apartment?
A. Most of the apartments and some chalets have an indication of size in square metres in their descriptions. In general, European ski apartments are quite compact in size so you may wish to under-fill your apartment for extra comfort.

Q. How will my apartment be furnished?
A. Please see the property description. Chalets may be furnished according to the individual taste of the owner whilst most apartments are specifically designed for holiday lets, with practical furnishings and one or two sofas that may also convert to beds.

Q. What self-catering equipment do I need to take?
A. It is advisable to take some basics such as coffee, tea, toilet roll, tea towels etc in case there are no shops open when you arrive. Many properties will not have a kettle so you will need to use a saucepan to boil water, but there will usually be a coffee-maker.

Q. What do 'mezzanine', 'duplex' and 'cabin' mean?
A. A mezzanine room is on a higher level than the main accommodation and may be partially open with ladder access and restricted head height. A duplex apartment is usually on two floors whilst ‘cabin’ is the term given to a sleeping area that cannot be classified as a proper bedroom. This will often have bunk beds and no window, and may be in a hallway or a curtained off area. (NB There is a French Decree stating that children under 6 should not sleep on a top bunk.)

Q. Will my apartment have hot water at all times?
A. Most properties will have hot water available 24 hours a day but please bear in mind that availability can vary at peak times when lots of guests are using their showers or baths.

Q. How do I get to the French Alps?
A. Please see our 'Getting There' guide in our online ski magazine or refer to our resort guides on the website.

Q. Where can I park my car?
A. Some residences have their own free car parks available, others charge a weekly fee or you may need to use a resort car park. Many chalets have their own driveway or garage parking. Please contact us if you require information about parking at a specific property.

Q. Which resorts are most suitable for beginner, intermediate or advanced skiers or snowboarders?
A. Please see our resort guides for more information or browse our 'Best For' recommendations.

Q. How do I go about hiring skis and boots?
A. Please see the 'Ski & Equipment Hire' guide.

Q. What about ski school and childcare?
A. Please see our 'Ski School & Childcare' guide or contact our sales team on 01279 260170 for further resort information.

Q. What other equipment do I need?
A. Please see our online ski magazine for further advice and information.