Client area
FAQs
The booking process
Can I hold accommodation while I think about it?
We can hold an 'option' for you for up to 24 hours on selected accommodation. This means that we’ll put it on hold for you. The option will expire if we do not receive confirmation from you within this time. Call our team to find out if it’s possible to hold an option on the accommodation you are interested in.
Can I make any special requests?
Yes of course, but please advise us of these at the time of booking. We will communicate these to our French partners. All special requests will be noted but cannot be guaranteed. Please note that if you request an apartment on a high floor, these are often under the eaves, which is lovely but does mean that they have a low ceiling height in part of the room.
Do you need to be advised of any additional needs within the party?
We are happy to advise and assist clients with additional needs and accessibility requirements. Clients with mobility needs are strongly advised to talk to our team about these, as many properties have steps, steep stairs, narrow doors and awkward corners. Our team can advise you of the most suitable accommodation.
When will I receive an invoice?
Once you have made your booking and paid a deposit, a confirmation invoice will be sent to you, usually within 48 hours. It details what has been reserved, the cost of your holiday, and the date by which the balance is payable.
By making a booking with us, you accept our booking conditions, on behalf of all your party. A contract will exist only when we issue our confirmation invoice. We strongly suggest that you do not make independent arrangements linked to the accommodation, such as flights until then.
It is important that you check all your details shown on the confirmation invoice carefully to ensure they are correct as this forms the basis of the contract. Any discrepancies should be brought to our attention within 7 days of issue otherwise the details shown on the confirmation invoice will be presumed to be correct.
When is the balance for my holiday due?
The balance of your holiday is due no later than 10 weeks prior to departure. If the booking is made less than 10 weeks prior to departure, the total cost of the holiday is payable immediately. Please note that any holiday which is not paid for by the balance due date may be cancelled and cancellation charges would apply.
How can I pay the balance?
You can pay online by credit or debit card in our client area, you'll just need your booking reference and the lead name on the booking. Commercial card payments will incur a 2.05% charge in respect of all transactions. Unfortunately, we are unable to accept payment via American Express (AMEX) at this time.
You can also pay your balance by bank transfer. Your invoice contains our bank details but in order to help prevent fraud, you are strongly advised to call us to check these with our team before making a payment.
We can also take card payments over the phone.
When will I receive my travel documents?
Your travel documents will be sent to you around two weeks prior to your departure, either by email or in the post if you have booked physical lift passes with us. These will include your accommodation booking details, an information sheet with reception opening times, the property address etc., any travel tickets or booking references (in the case of ticketless travel like Eurotunnel LeShuttle), resort information and where applicable, documents for any activities, spa treatments or ski essentials (such as equipment hire, lift passes or ski school) that you have booked with us.
Do you charge extra for booking via telephone?
No. We love to talk to clients about their holiday plans and that is part of the service we offer. Chatting through your requirements helps us advise you on the options that we think will best suit you. You can talk to us over the phone but there are also real people from our team (rather than an automated chatbot) behind our online chat.
