General Holiday Information

These general terms are for all our brands and include Ocean Elements, as well as iGOSKI holidays, and Alpine Elements winter and summer holidays.

COVID-19 – BOOK WITH CONFIDENCE

Our Covid Protection policy

Understandably you may be uncertain about what restrictions Covid may place on your holiday. We have therefore introduced the following Covid Protection Policy which is included with all bookings (made after 5/4/21) to give you further peace of mind:

If in the 14 calendar days prior to the start of your holiday, your booking cannot proceed due to to Coronavirus reasons (below) you will be entitled to:

1/ Change your dates for free (no amendment fee) to any date in the future up until April, 2023. If your new holiday is more expensive, you will pay the higher price. If it is cheaper you will pay the lower price and any remainder will be placed on a credit voucher to use with us, for a future holiday.

2/ You may take a credit voucher for 100% of the booking cost, to be used with us at any point up until April, 2023.

3/ Or choose a refund and we will refund 75% of the payments made to us, in cash and within 14 days. The remaining 25% will be held as a credit voucher for you to use with us on a future holiday. The 25% we hold on credit for you goes some way to cover our costs for prepayments made in accepting your booking. Bank card refunds may be liable to a 2% charge.

Coronavirus Reasons:

If France or Greece is placed on a Red List by the UK Government, within 14 days of your departure date, you can choose options 1, 2 or 3.
If the FCDO advise against all but essential travel to France or Greece within 14 days of your departure date, you can choose options 1, 2 or 3.
If the authorities of France or Greece impose regional or national restrictions which result in the closure of their border to non-residents, closure of the resort or essential facilities or necessitate the closure of your accommodation, you can choose options 1, 2 or 3.
If you would be required by the authorities of your destination country to quarantine / self-isolate on arrival, you can choose options 1, 2 or 3.
If we know you’re travelling to a destination where you’ll need to self-isolate or quarantine on your return to the UK, you can choose options 1 or 2.

General Holiday Information

Payment terms & flexible booking

Change your holidy dates for no Amendment Fee
For the present time, we’ve also scrapped our general amendment fee, so you can amend your dates for free (no amendment fee) up until your balance due date which is 6 weeks before departure for summer holidays and 12 weeks for winter ski holidays.

If you choose a holiday that is a higher price you will pay the higher amount. If you choose one that is a lower cost then you will pay the lower amount.

Complimentary Airport Transfers

We offer complimentary airport transfers from the airport to the resort, which will take you to the door of your chalet or hotel, or as near as we can get you! This leaves you free to book your own flights from your favourite UK airport

Complimentary airport transfers are provided as standard with most of our accommodations and deemed a ‘minor’ item, therefore they do not constitute a package. As such, they are free and there is no charge, but you will need to book yourself onto one at least 14 days before you depart. Do check the individual property pages on this website to see which properties come with complimentary transfers

We will give you your allocated transfer times prior to making your accommodation reservation so that you may plan your other travel needs.

More on transfers

ABTA membership

iGOSKI Ltd is a Member of ABTA with membership number Y6740. ABTA and ABTA Members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct.

For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London SE1 9EQ. Tel: 020 3117 0500 or www.abta.com

Prices, Discounts & Offers

All holiday prices quoted on this website, or in any of our promotional literature may be subject to supplements. Any offers or discounts advertised, (including discount codes), may be withdrawn without notice and at any time. Offers and discounts cannot be applied retrospectively and cannot always be combined.

Exclusive ‘email sign up’ discounts and ‘promotional codes’ can only be applied to the main holiday cost and cannot be applied to any extras added to the booking.

Price Match Guarantee

We like to think that the ski and board hire we offer through our third party suppliers is some of the best-priced and the best quality around. Therefore, if you manage to find a cheaper offer elsewhere (for the equivalent level or quality of skis or snowboard) then we pledge to match it on price! We simply ask that you send us some proof of your comparable package so that we can not only try to ‘match’ its price, but beat it too.

Price match is available on our standard hire prices which include a 25% discount for early bookers. We may not be able to price-match if you are also making use of one of our group offers for free ski or board hire.

Languages

As a UK based company, English is our primary language for all communications. However, if you have a language-specific request please contact us.

Activity Information

Ski Extras, Lessons, Summer Activities & Excursions

You will be able to purchase Ski Extras, Lessons, Summer Activities & Excursions through us after you have made your initial holiday accommodation reservation, as part of a separate booking contract. As part of our service, we will always contact you directly (after your accommodation reservation has been made) to discuss any requirements for Extras, Lessons, Summer Excursions and Activities, so you don't have to worry about contacting us.

For Summer Activities & Excursions, we can take booking reservations and/or ‘expressions of interest’ for all activities. They are run by third party activity suppliers and will only require payment in resort, which we will help you to do directly with the supplier.

We may also provide you with information (before departure and/or when you are on holiday) about Ski Extras, Lessons, Summer Activities & Excursions which are available in the area you are visiting.

We usually have no onward involvement after booking or reserving your Ski Extras, Lessons, Summer Activities & Excursions, except to help you in resort to find and prepare for your activity or pay the supplier directly. The third party suppliers we use are entirely independent of us and their terms and conditions will apply, (copies of which can be sent to you on request). As such, these Extras, Lessons, Activities and Excursions do not form any part of your contract with us even where we suggest particular operators/ third parties and/or assist you in booking such activities or excursions. Please see our individual activity pages and terms and conditions for more information.

Please note: The single component holiday arrangements we offer and make for you do not constitute a “package” and accordingly, the Package Travel and Linked Travel Arrangements Regulations 2018 do not apply to them.

Winter Activities

Alpine Elements ‘On the Snow’ Service

Buying your Ski Extras through us, helps us to provide our “On the Snow” service. Our aim is to give you help and assistance in resort in order to make your life easier and get you on the snow faster! It only works if you book with us, using our specially selected third party suppliers.

Lift pass:
We will collect your lift pass and deliver it straight to you. We’ll also help with lost/stolen* and other general lift pass queries throughout your week.
Ski and Board Lessons:
We will book your lessons on your behalf with our ‘tried and tested’ suppliers; and help you get started in-resort, because even finding your ski school meeting point on the first morning can be daunting! We also help to assure the quality of lessons is as good as it can be from our trusted suppliers.
Ski / Board hire:
We will help you get fitted for skis/boards (and find the shop) and we’ll try to ‘fast track’ you through fitting whenever we can. We’ll also help with kit changes or adjustments throughout the week and ensure the quality of service and kit is the best available.

Ski & Board Lessons
If you need ski and board lessons we ask that you also book your ski pass and ski/board hire packs through us, so we can align everything for you in resort. We use “tried and tested” ski and board schools and booking lessons is a time-consuming process for our team, so in return we ask that you also book your ski pass and ski/board hire packs through us. Once booked, lessons are not always refundable from our suppliers. Please appreciate that we cannot always guarantee a morning lesson, (especially in busy periods), so you may be allocated an afternoon slot instead.

Alpine Elements Virtual Reps
Our On the Snow service is managed by your Alpine Elements Virtual Rep: an office-based rep that you can call or email with any queries you may have. We feel this works better than having a ‘rep-in-person’ as an office-based rep can give you more support and quicker results.

*Lost or stolen passes cannot always be replaced, the individual Lift Pass Office terms will always apply

Our ‘Snow Assurance’

At Alpine Elements we cannot guarantee snow, but it is our mission to endeavour to get all guests skiing whatever the weather. All our resorts are chosen for their reliable snow records and high altitude status, and most of our resorts have the benefit of access to glaciers which ensure snow almost all year round. Snow conditions can change dramatically overnight, so if conditions are exceptionally poor then we will do our best to change you to another resort, and this will be done at the last minute.

Furthermore, when you book an Alpine Elements holiday then we will arrange for transport* to another ski area with more than 20% of the runs open if the lift company and ski school decide you are not able to ride or ski the area or resort in which you are staying. Transport will be arranged to a local resort where skiing/riding is deemed better than in your own resort, and which is less than 2.5 hour drive away. This will be subject to the destination resort terms of business and their local ski conditions.

Our Snow Assurance only covers skiers and snowboarders, it does not cover cross-country skiers. It does not cover lifts not being open due to high winds, adverse weather, or too much snow! In some cases, the alternative resort might be in another country. In order to take advantage of this option then non-UK nationals must make sure that they comply with the local passport regulations for the country where the alternative resort might be located. *All transport to other ski areas, by way of coach, minibus or taxi to another ski resort under the terms of this Snow Assurance will incur an additional local charge to guests.

Liftpasses, Lessons and Ski Hire

Our Snow Assurance will not cover any additional costs required for ski and board lessons, lift pass or ski and board hire. Any additional costs (if required) must be paid locally and such services will be subject to availability. It may well be the case that the resort in which you are staying will transfer liftpasses for little or no extra cost and/or a refund on your existing pass for lost days skiing. We will be all the help we can in claims for these instances. If this is a concern, we would recommend you investigate an additional benefit to your travel insurance policy.

Summer Activities

Complimentary Bikes

The summer alpine hotels we use have a complimentary bike hire facility within the hotel and dedicated staff to look after the bikes. If you are staying in a chalet, you are welcome to go along to any hotel we use and borrow a complimentary bike.

Simply head down to the hotel bike store and grab a bike from our racks and go for a two-wheeled adventure. You can pre book a bike if you have a special trip planned or a particular request, and in our experience (in normal conditions) there are plenty of bikes to go around and you will rarely have to wait for long. You can pick up a mountain trail map and a route card (a step-by-step ride suggestion) from reception and choose from a variety of mountain bikes for adults and kids from age 4. There is also a selection of road bikes available for you to use, but these are more limited.

We provide helmets with all bikes and insist that you wear them. We do not provide armour or pads

You may be asked to sign a disclaimer locally, which will detail our guidelines on Use and Allowable Use. For example, complimentary bikes are not allowed on many of the lift-assisted, high mountain trails. Any cost of damage to bikes (for wilful neglect or Disallowable Use) will have to be met in resort.

Bikes, Workshops & Storage

We have complimentary bike workshop facilities, Jet wash, secure bike storage and trained bike mechanics in our main hotels (please refer to individual accommodation pages for participating properties). You are free to make use of these facilities at the discretion of our mechanics. Their time and tools are precious!

We have jet wash/hose and secure bike storage at our chalets.

If you are bringing your own bike or sports equipment (winter and summer), please ask our sales team for more information on secure storage if it is important to you. Most of our properties do provide secure (lockable) storage, and it is your responsibility to satisfy yourself of the facility, whilst understanding the communal nature of our storage facilities and that we cannot take responsibility for losses or damage however incurred. We would recommend that you travel with a suitable insurance policy for your equipment.

Complimentary Walking Guides (not available for 2021)

For our weekly guests (those staying 7 nights) you will have the chance to make use of the hotel’s complimentary walking guides. A walking guide will visit the summer alpine hotels we use 3 days a week, normally on Monday, Wednesday and Friday to offer a complimentary guided walk for all guests, between June and September (please ask our sales team for the actual dates that our guides start and finish). Simply sign up with reception when you arrive and meet our guide outside the hotel after breakfast or at the designated time. There will always be at least one guided walk a week, but to make use of this facility, your complimentary walk will need to be pre booked and the slot fixed.

ResortActivities

Many of our guests choose to try extra activities like parapenting, climbing, rafting and canyoning (to name a few) and you will be able to purchase all activities and excursions through us after you have made your initial holiday accommodation reservation, by way of a separate booking contract.

As part of our service, we will always contact you directly (after your accommodation reservation has been made) to discuss your requirements, so you don't have to worry about contacting us!

The third party suppliers we use are entirely independent of us and their terms and conditions will apply, (copies can be sent on request). As such, these Activities and Excursions do not form any part of your contract with us, and do not constitute a ‘package’ and accordingly, the Package Travel and Linked Travel Arrangements Regulations 2018 do not apply to them.

Please refer to the section above ‘Ski Extras & Lessons; Summer Activities & Excursions’

Multi Activity Passes

The Multipass is a card which offers free access to resort lifts and activities (aqua park, ice rink, mini golf, tennis) with discounts for many premium activities (like Parapenting, Luge, Indiana park). It is for holidaymakers staying in accommodations which are “Multi Pass designated” by the Tourist Office and because all our accommodations are registered with the Tourist Office Multipass scheme, we can offer it to you for no extra cost when you arrive.

If you are staying for 7 nights or more in any of our Morzine and Tignes accommodations, the card can be provided by us (at the hotel reception) on behalf of the Tourist Office, whose terms and conditions will apply.

The supplier of these activity passes (the Tourist Office) is a third party and entirely independent of us, so their terms and conditions will apply, and copies can be sent on request. As such, these Activities and Excursions do not form any part of your contract with us, and do not constitute a ‘package’ and accordingly, the Package Travel and Linked Travel Arrangements Regulations 2018 do not apply to them.

Mountain biking in the Alps

Mountain biking in the Alps is great fun and suitable to all abilities but remains a hazardous sport. We advise you take care and wear helmets and pads as appropriate to the riding you choose to do. The inclusion of a graded trail system (Green, Blue, Red and Black) enables riders of all ability to experience the lift-assisted trails.

If you are new to biking then we would advise you are comfortable with riding off-road tracks and trails around resort level and valley floor trails before you take to the lifts. We always recommend hiring a full suspension bike or a ‘Pro Bike’ for use on lift-assisted trails above Green grade.

In Tignes and Val D’Isere we recommend a full suspension bike for all lift-assisted trails, except the easiest family trails. All resorts include family trails at altitude (lift-assisted) but care must always be taken when assessing your own ability. Any information that we provide, (our literature and our staff), is offered in good faith for general purpose and not necessarily qualified-advice or advice which is specific to your ability. Therefore you should assess the risks for yourself and be sure of your abilities before venturing off road or up the lifts.

Tignes and Val D’Isere have fewer ‘easy trails’ for beginner and family riders wanting to use the lifts, but plenty of valley floor trails and rides are on offer, especially around the lake. If you wish to use the lift-assisted trails in Tignes and Val’ then we advise renting a full suspension bike and that you are very comfortable riding on off-road trails.

Active Kids Clubs (not available for 2021)

In our Summer Alps programme our main hotels have a complimentary childcare (Active Kids Club) facility and we offer each family up to 5 free sessions a week (2-3 hours a session) which run Monday to Friday. They are designed for kids to meet new friends, try new activities and for parents to have a breather! Take a look at the individual property pages on this site to see if our Active Kids Club is included. They are run from our main hotels, by the hotel's own childcare staff. Our Active Clubs facility is for Mini Kids (age 4-7) and Junior Clubs (age 8-12). You can reserve spaces for your child, before arrival or when you arrive with the hotel reception, but spaces are limited and on a first-come, first-served basis. If you are staying in a chalet, you will be able to make use of our Kids Club if we have availability once in resort. Priority does go to our hotel guests.

Kids Club operates for 5 days a week and one of these days is a ‘Family Fun Day’ where parents join in for a fun half-day-out for a sociable activity and perhaps a picnic. If you do not wish to participate then Kids Club is available for 4 days a week. Sessions run for 2-3 hours and opening times are: 09.30-12.30 | 14.00-17.00. You will be allocated a morning or afternoon slot on arrival, or a mixture of the two. If you have a preference, you may request a specific slot in writing before you depart and we will see what we can do. Sometimes we may combine age groups and/or cancel sessions if participation is low. If a slot is cancelled we will endeavour to provide an extra session (or lengthen a session) later in the week for you.

For our Beach Clubs, we do not offer Active Kids Clubs to the same degree. However we do offer Youth Squad (8-13) which is professional water sports coaching and childrens watersports tasters for ages 4+. These are a lot of fun for kids! The hotels we use on Kos offer childcare and a creche facilities onsite, which are run by the local hotel staff.

For our Winter Ski & Board programme, we do not offer Kids Clubs, but creche and childcare services can be found with third party suppliers in the resort and we can give you a list of suppliers to choose from.

General Information

Resort Opening

Please be aware that during December and April, some resorts may be operating limited lifts and slopes, especially in the lower resorts. Please check with the Tourist Offices directly for updates and information.

Leg Warmer Weeks (pre-Christmas)

For Pre Christmas weeks we give cheaper prices in exchange for newly trained staff. Full backup will be provided in resort, with careful oversight by our experienced managers - so if our staff do make the odd mistake, it will be limited to minor things.

Ski Groups (5+ persons)

If you are a party of 5 or more, then you are considered a ski-group. In return for giving group discounts, we ask the following:

1. That one group leader is selected for coordinating the group and that they remain the only point of contact with us, for the holiday reservation, including any add-ons and changes. Individual group members may contact us for information about their holiday, but we ask leaders to coordinate the reservation.

2. All reservations, add-ons and changes must come from the group leader, however individual group members can make holiday payments (online) via our secure My Holiday area, at the top of the website or by calling us and referencing their group leader’s name and date of travel.

3. Group leaders must impart all knowledge of the holiday and details of their accommodation onto their group. We ask that group leaders use our My Holiday area to assist with passing this information onto their party, and send us the email addresses of all their adult party members so we can keep them up to date with holiday information. Alpine Elements cannot be held responsible for misconceptions within the group later down the line, due to misinformation from leaders.

4. All Passengers names (as on passports) and dates of birth must be supplied at time of booking. Along with passenger email addresses (over 16’s) so that we can update the group with holiday information.

Conditions for Group Discounts

Lower deposits: Occasionally we offer a lower booking deposit to make things easier for group leaders of groups 5+. If you have been offered a lower deposit, the remaining balance must be paid - to top it up to our standard deposit - by the due date that we give you. Our standard deposit is £175pp.
Group discounts are subject to availability and available for select properties and dates. They may be withdrawn at any time.
Group size is calculated on the number of full paying guests. Any two children receiving a child-discount of any level (except free child places) can be counted as one full-paying guest.
To qualify as a group, you must all book at the same time and on the same departure date, although your party may travel by different routes. Any additions made later may be charged the normal rate or a supplement.
Free group spaces (if applicable) are for the basic holiday price and are based on the use of a triple or quad room at participating accommodations.
To qualify for Free ski/board hire and our free liftpasses offer then you must book Extras for your group at the same time, so it’s best to get everyone’s order together before you call us. With this offer, groups can make changes to Extras up until two weeks before departure for no fees. You don’t have to place your ‘Extras order’ at the time of the initial reservation, but be aware that this offer may be withdrawn without notice. Any reduction in the number of Extras booked may affect your discount.
You may combine group discounts with Ski Extra discounts, but not always with special promotions like % off promo codes or Elemental discounts.
If you are flying on our charter flight, you may change passenger names (free of charge) up until the time that your E-tickets are issued which is normally 2 weeks before departure. After this date, an admin fee may apply.
Reducing the group size-may result in the loss of, or a reduction of the original group discount, and may also cause empty bed supplements to become payable.

Young Travellers

Over 16’s will be allowed to holiday with us unaccompanied. We receive many young people to our chalets and hotels, and they will most likely find others of a similar age with whom to bond. The all inclusive nature of our holidays often gives parents the peace of mind that their children do not have to fend entirely for themselves. A security deposit may be requested. Under 16’s must always be accompanied by a parent or legal guardian.

Cancellations

Please remember that if a member of your group cancels, you may incur an empty bed charge, group free places may be affected and the change will carry a cancellation fee (see our main terms and conditions). Having a standby list of people to come on your holiday is often the best solution. If you find a substitute they naturally take on the holiday cost of the person they are replacing. There may be an amendment fee for a name change or even a 100% cancellation charge for scheduled flight services.

Special terms apply for the Coronavirus situation during the winter season 2020/21. View more.

Insurance & Cover for Covid-19

It is a condition of booking that you and each of your party have adequate travel / medical insurance with active sports cover for your needs, and that it includes cover for cancellation and cutting your trip short.

Covid-19 cover

We offer a policy that covers the aforementioned [recommended minimum] requirements and additional cover for Covid-19; specifically for your trip being cancelled or cut short due to Covid: One that refunds your accommodation, excursions and travel costs and that will allow you to claim if you are held in quarantine based on a suspicion that you (or someone booked to travel with you) has been exposed to Covid.

Please see our Insurance page on this website and/or ask to see a copy of our policy terms to satisfy yourself of our policies’ suitability for your needs.

Active Sports:

Your policy will need to cover the sports you intend to take part in, like skiing, snowboarding and certain types of ski area, including off-piste skiing - which all require a special type of cover. You will need a policy that covers the summer sports you intend to take part in, such as climbing, mountain biking, parapenting, canyoning and other activities. Please check that your insurance policy, or the policy that we offer, covers you for your needs and the type of activities you intend to take part in.

Check that it suits your needs:

Before buying any policy ask to see the limits and benefits - whether it is for our own [endorsed] policy or your own [sourced] policy. Be sure to satisfy yourself that either policy (and especially our own endorsed policy) provides an adequate level of cover for your needs, including cover for Covid-19. And don't just rely on the word of the insurance seller or agent.

Our [endorsed] policy covers a recommended minimum of requirements, but you must satisfy yourself that it will suit your needs and the type of activities you intend to do. We cannot be held responsible for you or any member of your party having inadequate cover, even if you choose to take our [endorsed] policy. If you take out our policy, please note you are not covered until the premium has been paid. We regret that we cannot give refunds for unused insurance policies once the premium has been paid.

Please refer to our terms and conditions for more on insurance.

Our lift passes do not include Carre Neiges insurance as standard, so please request this (in writing as a special request) on booking, if you would like Carre Neiges.

Property Information

Extra Bed Discounts in Hotels:

An extra bed is a 'put up' bed, a bunk bed or a sofa bed; or anything over the minimum occupancy of a bedroom: such as the third bed in a triple hotel bedroom, or the third and fourth beds in a quad bedroom.

Extra Bed Discounts in Chalets:

An extra bed is anything over the Standard Occupancy of a chalet. All our chalets are rated with standard and full occupancy. E.g. the standard occupancy of a 10-12 chalet is 10 beds, however there may be 12 beds in the chalet.

Standard & Full Occupancy

We price our chalets on the number of standard beds, so if you wish to ‘over-fill’ and fully occupy - using every bed available - we will charge a reduced ‘extra bed’ rate.

We set our prices on the standard occupancy of a chalet (rather than its full occupancy) because in our opinion, the chalet is more suited to its standard occupancy. Any beds sold over that standard will make conditions more cramped and put an extra level of strain on your comfort and the chalet facilities.

Catering

Catering is provided as standard with our catered chalets, chalet-hotels and hotels as described on the individual property pages within this website. We offer breakfast every morning with cooked items most mornings - which will typically consist of bacon, eggs, sausage, tomatoes, mushrooms - and continental items like: breakfast cereals, croissants, fruit, fruit juice, fresh bread, jam and of course unlimited tea and coffee.

Afternoon tea consists of cakes or biscuits and will be laid out on a self-serve basis with tea and coffee also available for 6 days a week. Each evening (for 6 nights) you will be served a 3-course menu of home cooked food with unlimited red and white wine included until dessert (for chalets). For staff day off, breakfast will be continental only and self serve, and for the evening meal its a great opportunity to explore the local restaurants.

We do not attempt to create flamboyant Cordon Bleu menus, instead we concentrate on wholesome, hearty and great tasting, nutritious dishes to take the edge off those ski appetites! This is the same for all our chalets including Premium Plus. Wine is not unlimited in supply, (we are not an 18-30’s establishment!), however, it is supplied liberally with meal times up until dessert. Wine is not included with our hotels or some chalet-hotels. More on chalet and hotel catering.

Arrival Night and Staff Days Off

The meal on arrival night for both our Original and Premium programmes may be a haphazard affair served around the convenience of the majority of arrivals; and our full service may not be available. For staff day off, a continental breakfast and afternoon cakes and tea will be laid out for guests on a self-serve basis. Dinner is not provided, leaving you free to explore the local restaurants.

Diets and catering

Vegetarian and other special diets can be accommodated so long as group leaders give our reservation staff advance notice by email (at least 14 days prior to departure) on admin@alpineelements.co.uk. Due to the fact that ingredients are not always clearly evident on labels, particularly when taking into account translation problems, we cannot guarantee avoiding specified ingredients. Due to the constraints in local supply, milk is often UHT. We reserve the right to make an additional charge for some special diets due to the costly nature of certain specialist ingredients so it is important to discuss this with us at the time of booking. Please check your invoice to ensure any such requests have been recorded. Please also check with your chalet host or chef as soon as you arrive so that they can discuss your requirements with you.

Accommodation Diamond Ratings

Please note that our 3, 4 and 5 Diamond classifications are Alpine Elements ratings for our properties only, and are not any indication of the level of service or catering within. Our rating system is not to be compared with that of other companies or an 'industry standard' if indeed one exists. For some of our properties, the Diamond classification is given only for the facilities (eg sauna/pool) rather than the actual quality of accommodation.

3 to 3.5 Diamond

These are comfortable ski chalets and hotels and particular benefits like ski to door, sauna and hot tub may also feature. Three Diamond properties would be similar to a 2-3 star hotel.

4 Diamond and up

An increased level of comfort and (mostly) en suite bathrooms with extra benefits like ski to door, sauna, hot tub if applicable. Our 4 Diamond properties may be akin to a 3-4 star hotel. Where applicable these will operate our Premium Plus Service.

Premium Plus

For 4-5 Diamond Chalets: An enhanced menu and level of service will accompany a superior chalet or hotel. Many have ski to door locations and hot tub, sauna, steam room or Wellness suite and pool access.

Premium Apartments / Hotels

Our Premium apartments and hotels do not offer our premium catering or service package. They have been awarded this label for the quality of accommodation or level of facilities.

Chalets

A chalet holiday is more informal and relaxed than a hotel, and yes, you can come to dinner in your slippers! One of the attractions of chalet accommodation is the individuality or uniqueness of the property and its rooms. All of our chalets are selected with care on the basis of general comfort, character, convenience and facilities. They vary in size and can be larger purpose-built properties, apartments within complexes or local people’s alpine houses.

As such, chalets are very different from hotels. Occasionally beds may be against a wall, there may not always be a WC on each floor, room sizes may vary (even when priced similarly), rooms may not all have lockable doors and bathrooms may be shared with other guests or resident staff. Chalet apartments within complexes may be accessed by stairs and/or lifts.

The majority of chalets have lounge areas although, in some cases, seating may be limited. If in doubt, please call us. As in your own home, from time to time things may go wrong and we do ask that you be patient as it may not always be possible to repair or replace items immediately due to the mountain locations involved.

Self-catered Apartments

These provide excellent value for money, especially if 4 people are willing to share a one bedroom apartment and use the sofa beds in the lounge. Check in is usually after 3 pm and check out usually at 10am. Self-catered apartments and hotels are run by 3rd party suppliers. We would like to make clear that there may be variations to accommodation type and description, and differences in service level to be expected. Guests are responsible for their own cleaning and taking out rubbish. Guests may incur cleaning charges for dirty apartments with rubbish left in them. A deposit may be asked for on arrival. Linen will be provided but beds not made. Basic crockery and pots, pans, kitchen equipment will be provided with the apartment and will vary from one property to another. They may be mismatching, inadequate or not to your usual standards. For example, do not expect full-size mugs, kettles, microwaves, wine glasses, toasters. Just basic cooking equipment will be available.

Rooms

The size, décor, soundproofing and furnishing of a bedroom can differ markedly, even within the same property. There can also be considerable difference in floor space, head clearance, clothes storage facilities and types and sizes of bed. We make every effort to detail any disadvantages on our chalet pages. We recommend that if you have any particular room requirements, they are expressed to us as a Special Request when you come to book

Some rooms may have an unused kitchenette (for self-catering) and we may have disconnected the fittings. Some beds may be put up, pull-out, or sofa beds. Again you must advise us in writing if any of these are unacceptable. Cabin bedrooms often feature in our self-catered apartments and some chalets and will often mean that they are small internal rooms with no natural light. Rooms with eaves or sloping ceiling often have reduced headroom and skylight windows. We will try to make you aware of any individual room characteristics on our property pages or during the booking process.

Room numbers

We have detailed the room breakdown for each of our properties and provided layout plans on our website for most of them. They are not to scale or completely accurate, but intended as a guide. We also provide room numbers or room names, which are shown on your invoice, so you can be sure of exactly what has been booked. Further information (in addition to that on our website) is available upon request.

Adding Extra Beds

Extra beds can be added to a chalet at your request for a full chalet booking, and for select chalets only. You will be asked to sign and agree to a waiver because we do not generally recommend adding beds to chalets as they will inevitably put pressure on the chalet space, comfort and facilities.

Empty Beds / Sole Occupancy of a Chalet

You can choose to pay an empty bed supplement to have sole occupancy of a bedroom or chalet. This suits solo travelers and groups that fall short of a chalet’s advertised capacity.

Rooms or beds in a chalet which are unoccupied (and not paid for by you) may be sold to other guests. Please check your confirmation invoice and the property description on our website, or email us for confirmation of your private chalet/bedroom reservation if you are in doubt.

Please remember that if a member of your group cancels and leaves a bed unoccupied, an empty bed charge will apply in addition to cancellation charges and a possible reduction of group free places and/or discounts. If you are a group booker it is often advised to have guests on standby.

Mountain Locations of Chalets

Access to many of our chalets can sometimes be restricted. For example, the entrance may require you to walk up a hill, a steep path or many steps; and this is especially the case for properties located close to the slopes or in elevated positions. Our transfer coaches cannot always get to the front door of some of our chalets and hotels, thereby necessitating a short walk for the final 100 to 200 metres with your luggage. We do try to ensure that all paths to the chalets and hotels are clear of ice and snow, however sometimes this is an impossible task due to the weather conditions. If you are concerned then please ask for more details on booking, to ensure the chalet is right for you.

Slippers & shoes

We recommend that you bring slippers or indoor shoes for chalets and chalet-hotels because all our properties operate a “no outdoor shoes” policy in the interests of hygiene.

Single Persons

We offer solos the chance to take sole occupancy of a bedroom by paying an empty bed charge in our hotels. The more flexible you can be with your dates and room choices, then the more cost-effective we can make this charge.

Ski in / Ski out

‘Ski In’ and ‘Ski Out’ or ‘Ski to Door’ and ‘Ski from Door’ locations mean a chalet or hotel which is within 50-150 metres of the ski slopes under normal skiing conditions. Please be aware that in the case of poor snowfall or early/late season dates, this measurement to the slopes may lengthen, and may considerably lengthen in lower resorts. Where such ‘Ski In’ and ‘Ski Out’ benefits are quoted, this may also depend on the ability of the skier and the current snow conditions. Beginners cannot always make use of these ‘Ski In’ and ‘Ski Out’ benefits.

Chalet Distances

Distances in our brochure or on our website are quoted as a guide and may in practice vary according to speed of walking, fitness and any less direct routes you choose to take. Please ask your chalet staff for the quickest route (or any short-cuts) to the slopes or resort facilities as there are often quicker ways around the resort. We have used the benchmark of 100 metres taking 1 minute to walk in normal shoes. Clearly this will vary in accordance with snow, ice, footwear, age and fitness of the walker.

En-suite and Bathroom Facilities

En-suite bathroom facilities do not always have a WC. They will always include a sink and a bath/mini bath and/or a shower but not necessarily all of these facilities together. En-suite shower facilities may not always have a partition wall or door and may just consist of a shower cubicle within the room; or a curtained/partitioned bathroom or shower area within the room. Some baths with shower attachments do not always provide a fixing on the wall for the shower head and in some cases there may be no shower curtain.

Private bathrooms are bathrooms that are private to that room (but not necessarily within that room) and like our en-suites, they may not have a WC. Private bathrooms (as detailed on our property pages or layout plans or your confirmation invoices) are often located over the corridor or next door to the bedroom. Please ask for details of bathroom facilities on booking, if these are important to you.

Mezzanines, pull-out beds & bunk beds

Some chalets have mezzanines with limited headroom which guests often choose to use. Please understand that beds on mezzanines are often put-up beds or smaller beds with thin mattresses and access to mezzanines may be via a set of steep ladders or steps and not always suitable for adults or young children. Some bunk beds in chalets do not have guard rails and are unsuitable for young children. If you intend to use mezzanines and bunk beds or pull-out beds, please ask for details of these sleeping arrangements when booking and send us a Special Request.

Cleaning

With the constant movement of people in and out of our chalets and hotels it is an uphill task to keep the accommodation and particularly the floors clean. Public areas and public bathrooms/WC’s are cleaned daily, except staff day off. Your bedroom will be cleaned in accordance with our particular Covid policy for your property, but not necessarily every day. In some chalets, bedrooms are only cleaned on request.

If you are unhappy with general cleanliness then please raise this point with your resort manager or call our French or UK office and we will respond in complete confidence. You can also email admin@alpineelements.co.uk.

Towels, bedding, toiletries

In the interests of environmental standards and reducing consumption, all our chalets come with one set of bedding and one towel per guest, per week. If you would like a fresh set of linen or a towel then please ask your chalet host or rep and we will try to accommodate. We provide a standard selection of toiletries (shampoo/soap) for all chalets for your arrival. They are not normally replenished throughout your stay, but you may ask our staff for a top up of toiletries and we will try to accommodate.

Our Staff

Many of our resort staff are younger than our adult guests, which is in keeping with the general type of worker this industry attracts. However our staff are carefully chosen, and put through a rigorous Alpine Elements training programme which includes catering, cleaning, chalet operations, health, safety and food hygiene. For this reason, most of our chalet and chalet-hotel staff do not have professional catering qualifications.

Staff Days Off

Our hard working staff have two days off each week in line with French regulations. You may have a staff-change part way through the week to accommodate this; and all of our chalets and some hotels operate a reduced service for one day a week on ‘staff day off’. On this day, kitchens are often closed and so guests will explore the local restaurants for an evening meal. A Continental breakfast is still provided on a simplified self-serve basis which is left out the evening before.

TV DVD, Satellite TV

Many of our chalets have combined TV DVD players, however our stock of DVD films, music and games is limited and may be non-existent. If some of this equipment becomes unserviceable, we cannot guarantee an immediate replacement because spares are not easy to source from ski resorts. Where a television is advertised or supplied there is no guarantee implied as to how many English speaking channels (if any) will be available. Satellite TV in chalets and chalet-hotels may have a very limited choice of channels and not always English speaking, sometimes only BBC World Service.

Checking Into your Chalet or Hotel

You may check into your hotel/chalet bedroom on the day of your pre-booked arrival, normally, on arrival in resort or after 3pm. All bedrooms must be vacated by 09.00am on the day of departure. Hotels or residence and self-catered apartment check-in times can vary, please check with the Hotel or with our UK office staff for further information. Please be aware that chalet staff have a big job to do each changeover day which can result in unforeseen logistical problems. The hotel or chalet may be in some disarray during changeover day. Our staff will be cleaning the property and therefore linen and cleaning materials may dominate the public areas.

The property may not be fully cleaned and fit for normal use until after 6pm, which is when many of our charter flight arrivals come in. We would respectfully ask that all self-travellers and earlier arrivals appreciate this. As your arrival may be late, your first evening meal may be a hot soup and/or cold buffet. For later arrivals, staff may not be able to wait up, but they will leave clear instructions.

If you are not arriving via Alpine Elements transfer then you must inform us of your ETA. Otherwise we cannot guarantee that we will have your room ready in time.

Deposits

In accordance with hotel industry practices we reserve the right to take credit card deposits or imprints at our larger chalets, hotels, chalet-hotels or self-catered properties on check-in, to cover for potential breakages to accommodation or Company equipment, hired or otherwise.

Chalet Security

Chalets are communal homes. In many cases, guests will be issued either with an individual front door card or key or a combination code. However this cannot be guaranteed due to loss of keys or cards from the previous week's guests. You will be asked for a 10 euro deposit for any keys. Chalets and hotels exclusive to Alpine Elements do not have safes and not all bedroom doors have locks.

It is unusual for chalet entrance doors to be locked during the day. In some residences, parts of the building may be shared by other guests using the same communal entrance. We cannot be held responsible for damage, loss or theft of guest belongings from our properties and buildings and we advise guests to obtain appropriate insurance for their needs. Any theft in resort may require obtaining a Police Report in resort to validate claims.

Bedroom Door Keys

We cannot guarantee that guests will have their own room key or lockable bedroom door. Chalets and chalet-hotels are privately run by Alpine Elements for our guests and are communal homes. As such we do not prioritise lockable bedroom doors. We are unable to accept responsibility for valuables.

Supplements

Our reservation staff may have to charge supplements for standard items or for extra costs that are surplus to the base package price advertised. These supplements may be for regional airport departures, flight and air fuel supplements, room or chalet supplements and special airport transfer services. In any case you will be notified of such supplements at the time of booking or as soon as possible.

Staff Live-in

Your chalet may also be home to the chalet staff and they may therefore have to share your chalet facilities.

WiFi

WiFi is not guaranteed in hotels, chalets or apartments. Where it is provided, it is not always guaranteed throughout the whole building, for example, the signal may be stronger in communal areas, but weaker or non-existent in bedrooms. There can be further speed/signal and user restrictions in the mountains and we ask guests to appreciate this. Whether WiFi is inclusive, is stated on the specific property pages on our website. Using the WiFi may incur charges with your hotel/chalet or apartment and with your service provider – please check with reception and with your provider for more information.

Shared Facilities

Some of our properties have access to shared swimming pools and health centres, which have hot tubs and saunas. The facilities may not match guest expectations, and we cannot be held directly responsible for the failure or non-provision of any of these facilities, which includes temperature, cleanliness and opening hours. However we will do our best to escalate complaints to the residence as they are made aware to our management. Fitness suite facilities will vary and we cannot guarantee the range or type of gym equipment, nor that it will be as extensive as a purpose built gym.

Hotel / Apartment Leisure Facilities

Some of our properties may require a small local charge for use of shared leisure facilities, and times of operation will be in accordance with Residence terms.

Smoking

In the interest of fire, safety regulations, hygiene and comfort of other guests: all of our chalets, hotels and chalet-hotels are all non-smoking, whether inside or immediately outside the premises. It is not permitted to smoke outside the door or on balconies. Smokers must move a distance away from the property.

Damage and Lost Property

Alpine Elements reserves the right to recover the cost of breakages or damage caused by you and your party regardless of whether these are accidental or not. If you have caused any damage you will be invoiced for the cost of replacement or repair and this amount will be payable by the party leader prior to departure. In the unfortunate case of something being damaged, lost or stolen, all instances should be reported to reception. For insurance claims, guests will be required to head to a local police station to fill out a form to present to their insurance company for any claims. Alpine Elements cannot be held responsible for the loss or theft of any personal belongings in any hotel, chalet or apartment booked with Alpine Elements.

Ski Locker Rooms

Ski lockers are provided with some chalets/ hotels, but are not guaranteed. Please note: Ski lockers can be a target for thieves and Alpine Elements cannot be held responsible for the loss, damage or theft to any equipment left in the lockers throughout your stay. Please have appropriate insurance.

Special Requests

Any special requests whether mentioned within or surplus to the product described in this brochure, and information that describes our product in a way that is different to, or in addition to the descriptive text in this brochure must be supported in writing by a member of Alpine Elements Reservation Staff. Unless it is supported in writing – we cannot guarantee that request, or indeed the information you have received.

Health & Safety Information

Covid-19

In all our properties, there will be extra and special focus on hygiene, mealtime planning, public areas (lounges), use of leisure facilities, activities planning and of course rigorous cleaning.

Our staff have been thoroughly retrained to implement robust new cleaning standards; and our hotels and chalets will offer the best possible protection against infections during these times.

Health and Safety

Your health and safety is of paramount importance and this is why we employ a health and safety officer to monitor hygiene and risk assessment with our catered chalet programme. We provide information on balconies, fire, child safety, gas, electricity, personal safety, road safety, sun care and sauna, Hot-tub, and swimming pools. We would ask you to familiarise yourselves with this information on arrival.

Hot Water

Please bear in mind that ski chalets are often privately owned homes and whilst they have reliable supplies of hot water – they are not endless. We ask that guests stagger their bath or shower times and consider other guests in the chalet.

Extra facilities

Some of our properties feature extra facilities like hot tub, sauna, swimming pool, Satellite TV, lifts/elevators, boot warmers and log fires as standard. If some of this equipment becomes unserviceable, we cannot guarantee an immediate replacement. Often spares and servicing are not easy to source from a ski resort. If any of these facilities are important to you please make this known to us at the time of booking and confirm to us in writing.

If there is any change to an extra facility prior to your arrival, we will do our best to inform you, but we cannot always do this. Extra facilities are deemed ‘insignificant items’ and we are not obliged to provide the facility or to compensate for its absence or dysfunction. Please refer to our terms and conditions for more information on changes. If the facility is considered “essential” to your holiday, then this must be outlined in writing to our UK office. No refund or compensation will be paid for unavailability of extra facilities.

Hot tubs and pools

Some chalet or hotel extra facilities like hot tubs and swimming pools may be closed (out of action) for one or two days a week for cleaning and general servicing/maintenance.

We ask that our guests respect our facilities and treat them carefully. The mountains and cold weather create a harsh environment to operate such equipment; and breakages regularly happen. If an extra facility breaks down, we will always try to have it repaired as quickly as possible, however technicians are often in high demand. Delays may also occur if parts need to be ordered, but we will always do our utmost to minimise such delays. As above, no refund or compensation will be paid for unavailability of extra facilities.

User risk

Hot tubs and saunas are intended as a complimentary facility, but risks for the users are involved. Although we disinfect our hot tubs in line with manufacturer recommendations, please be aware that the use of our hot tubs is at your own risk and we ask you to be aware of the dangers of communal facilities with respect to health and hygiene, and more particularly to skin infection. Children under 7 are not permitted to use certain facilities like hot tubs and must be supervised at all times.

A chalet or hotel hot tub may be closed (out of action) for one or two days a week for cleaning and general servicing/maintenance.

Children & Family

Children

Please advise us of your children’s ages so that we can prepare for their arrival. If you require a high tea or an earlier meal time for your children, then we ask that you keep to this arrangement throughout the week. Please request this at the time of booking or at least 10 days before departure by emailing: admin@alpineelements.co.uk.

Children’s Food

For children aged 11 and under we can serve high tea at around 18.00h, however there will need to be a minimum number of children participating. If you have booked a whole chalet you can all eat together if preferred - please speak to your chalet host on arrival. If a child is not on solid food, the parents should provide food for use by our childcare staff. In the chalets, your hosts can assist you with preparation of suitable food.

Cots, High Chairs & Baby Equipment

Cots with a mattress and bedding, as well as high chairs can be booked and paid for before departure from the UK so that we can ensure availability. Please note that we cannot guarantee that cots reach British safety standards. The inclusion of a cot may restrict room space and some rooms may not be large enough to contain a cot. Please call our admin team for help and information.

Childcare

We can help you to arrange childcare (a creche) or a nanny or babysitter with a number of third party suppliers with whom we work. As such, their terms and conditions will preside and all payments and arrangements must be made directly with the supplier. Any information or recommendations that we give are in good faith and not necessarily qualified. We are not qualified in childcare advice. You must satisfy yourself of the facility and provider and their terms before you agree to booking.

Child & Family Offers

Child price conditions - These conditions are in addition to our Booking Conditions.

1. Children paying a child price must share accommodation with at least two full-fare paying adults paying full price. In some cases, larger room types may require additional people to pay full adult price to be eligible for a child price. For example, some family rooms sleeping 6, may require up to 4 people to pay adult prices to be eligible for a child price.

2. Child discounts apply for children up to and including 11 years of age, unless otherwise stated in the hotel description and apply to the basic adult price. In the case of accommodation only holidays, discounts or supplements apply after the child percentage discount amount has been applied.

3. Children count towards apartment occupancy levels.

4. Infants under two years of age on the day of return pay £150 (subject to change & will be confirmed at the time of booking.) These charges are for an infant sitting on an adults lap.

5. The full adult deposit must be paid for all children except infants.

6. Child ages you provide must be applicable to the relevant date of return. If a child is subsequently older on the date of return than originally specified at the time of booking, this may mean they no longer qualify for a child price and you will have to pay the full adult fare, plus any admin fees, before the party can travel. Please check carefully with your travel advisor before booking.

Infants

In each property description, we state the maximum number of occupants a room or apartment can accommodate; this number does not include an infant. If you need to book more than one infant into a room, please contact us before booking, as enquiries will need to be made with the property manager. For any bookings made which exceed this stated maximum and for which we are advised cannot be accommodated, we reserve the right to pass on the cost of any additional/different rooms/apartments required to accommodate the booking.

Please let us know when you book if you need a cot. You may have to pay a charge locally for this and any other special services or facilities you require. When you arrive, you should check that the cot is satisfactory. If not, you must let your representative or hotel know immediately. Certain hotels, resorts, tours and excursions may not be suitable for children or infants. Please read the website description carefully to make sure that they meet your needs. Our Reservations team will also be able to advise you if you are still unsure.

Children in Chalets

Children under 12 years old are welcome in all of our chalets but only when part of a group booking the whole chalet. In chalets without 3 or 4 bedded rooms, a maximum of two discounted child places may apply when your group books the whole chalet. In chalets with 3 or 4 bedded rooms, a maximum of four discounted child places may apply when your group books the whole chalet. Discounts apply to the basic holiday price only and all other supplements and charges still apply.

Child Share Discounts

Children will share a put up bed with 2 full paying adults, any discount offered will not include a free or half price lift pass and/or ski hire offer if applicable. This offer is limited to two parent shares per chalet. The put up bed will be a temporary or small size collapsible bed. Does not necessarily apply to holidays within 4 weeks of departure. Discounts cannot necessarily be combined with other child or group discounts. Child offers only applies to holidays with Alpine Elements Charter flights

Travel Information

Children

Please be aware that when booking flights, CAA regulations state that a child of 2 years or older (on the return date of travel) must have its own air seat and will otherwise be denied boarding by the airline. Children under 2 years (on the return date of travel) must sit on a parent’s lap and they may not be entitled to a luggage allowance or catering on flights or seats on transfers. This will be highlighted on your ticket, or please check with our admin team before travel.

Baggage

On most flights, you are allowed to bring one piece of hold luggage (a suitcase or bag) and one piece of cabin luggage which may be a boot bag. For all pieces of luggage, they must comply with the airline's own terms for weight and dimension limits, which can normally be found on their website.

Hold baggage for low cost and scheduled flights (e.g. Easyjet) is not automatically included with your booking and can be added at time of booking your flights or afterwards.

Note 1: If you do not add hold baggage (before you travel) you may be charged extra to book it at the airport, and there is no guarantee as to availability on the plane for bags that are not pre-booked. Baggage allowances will not be pooled, each allowance is individual.

Note 2: We cannot take responsibility or liability for your baggage whilst it is in transit, whether in the care of the airline or our third party transfer companies. It is your responsibility to make sure the terms of your insurance policy provide adequate cover.

Sports Equipment Carriage

We recommend that you pre-book skis, boards and bikes (all sports equipment and outsize baggage) before departure. There is no guarantee of availability on the plane, for bags that are not pre-booked. All costs and terms are subject to the airline’s surplus baggage policy.

You must inform us if you are bringing sports equipment, (even if you are self-flying), and especially if you are thinking of making use of our complimentary transfer. An additional charge may also have to be met (by our transfer supplier) in order to secure your skis and boards on the coach or minibus transfer. This covers costs involved in handling, and any potential requirement for additional racks and trailers on the vehicle. Please ask our sales team for more information on reservation.

Ski & Snowboard bags and boot bags must contain equipment only. Please refer to the airlines own website and terms for weight and size limits.

Name Changes

Name changes may incur an administration charge, because it often creates a lot of work for our staff to make such a change. They may also incur an additional fee from the travel/airline or accommodation provider to make a change. All charges are detailed in our terms and conditions.

Flight Tickets

For all of our charter flights, you will be issued an E-ticket, these will be emailed within a week of departure. These are arranged with the airline and a boarding pass will be issued at check-in on receipt of your E-Ticket. Any flights such as Easyjet you will be provided with relevant reference details needed to check-in online, enter your passport details and print your own boarding passes.

Missed Flights

The travel services we use are non-transferable so you should make sure you have ample time to get to the airport for your journey. Please remember to leave time for traffic delays and parking or reaching the terminal from the rail station. Your ticket will advise which terminal your flight departs from.

Should you miss the outbound flight, you are responsible for making your own way to your destination and onward to your booked accommodation. If this happens, please notify our French Office (contact details are within your reservation paperwork) immediately as our staff will be expecting you at your original arrival time. Some airlines will cancel all onward and return flights if the outbound flight is unflown.

Pregnancy

Airlines have different regulations regarding travellers in the advanced stages of pregnancy and may refuse to carry passengers who will be more than 28 weeks pregnant on their return journey. A general guideline is to carry a doctor’s note signed within 7 days before your departure confirming that you are fit to travel.

Complimentary Airport Transfers

We will give you your allocated transfer times prior to making your accommodation reservation so that you may plan your other travel needs.

UK Airport Procedure

Please ensure that you check in at least 2 to 2.5 hours prior to departure. Check-in desks are now open 2.5 to 3 hours prior to departure times in busy or peak periods. Remember to allow enough time for parking and any airport shuttles. It is your responsibility to ensure that you and your party make your outbound flight from the UK. We recommend that you be at the airport at least 2 hours prior to departure and 3 hours in peak periods, but always check the airports own website for updated information, as ours is a guide. If you fail to check in on time then the airline may refuse to allow you to board the flight. Please inform our French office as soon as possible if you have missed your flight.

Foreign Airport Procedure

If you arrive at your destination airport then you will need to make your way to the designated coach/transfer meeting and pick up point. If you cannot find one of our reps (who are usually waiting to greet you on arrival) then this may mean the coach is delayed or stuck in traffic. Do not despair, please just wait in the restaurant at the end of the arrival lounge building and our reps will come and find you, or call our French Office number in your holidays confirmation paperwork.

Connecting Flights

Please understand that flight times/schedules given at the time of booking or displayed withi our brochure and website are not necessarily ‘cleared timings’ and they may change. Only your official flight paperwork that we send to you will display the correct timings. Guests with inward or outward connections should allow plenty of time in the event of a schedule change or flight delay. We strongly recommend that tickets are purchased on a fully flexible basis to accommodate any unforeseen delays.

Euro Tunnel

The Channel Tunnel is a popular option with trains departing regularly. The simplicity of service can often save up to an hour or more on overall journey time and is a popular option in our post-Covid era as you can get from you home to your chalet without coming into contact with anyone.

Payments for a Booking

Balance due date will be highlighted on your invoice, we will endeavour to send out payment reminders, however it is the responsibility of the group leader to make payment on time. Late payments may incur charges or additional processing fees and you may risk your booking being cancelled. See our payments page and terms and conditions for more

Complaints Procedure

We don’t often receive complaints about our service or chalets and hotels, but if you do have an issue, no matter how trivial then we want to know about it immediately. We feel that it is in all of our interests to resolve any complaints or problems as soon as they arise; and therefore we have a procedure:

1/ You must inform our UK staff, resort manager or supplier of any complaint from the UK or out in the resort as soon as possible, so that we can find an efficient solution to make you more comfortable. No matter how trivial you feel your issue is, please inform us immediately and if in resort, do not wait until your return to the UK, or until later in the holiday before informing us of a problem.

2/ You will have to follow up a complaint in writing (email is acceptable); and/or with a CRF (customer report form) if you are in the resort. Our staff and managers will help you do this. If you would prefer to speak directly to the UK head office then please email clientcare@alpineelements.co.uk and you may remain anonymous to resort staff if you choose.

3/ After raising the problem to us, please allow us 12 hours to find a solution, because not all solutions can be immediate.

4/ If you remain dissatisfied with our solution then you must contact our UK Office or French Office by phone or email clientcare@alpineelements.co.uk. Please be aware of our office opening hours.

5/ If, on departure from the resort you have followed the above steps and still feel dissatisfied, please write into our UK head office within 28 days of your return otherwise we may not be able to investigate your complaint to the same degree of efficiency and accuracy.

We cannot accept complaints by telephone, or resort based complaints that do not follow the above procedure (with CRF form) as we require a written log of communication. You are still entitled - and more than welcome - to discuss your complaint with a member of the Client Care Team (over the phone) but we will always ask you to follow the call up in written format and or with a CRF as appropriate. We regret that we cannot accept liability in respect of any complaints which are not notified entirely in accordance with this procedure.

Our resort staff are not authorised to promise a refund in respect of your claim and no such promises will be accepted by iGOSKI Ltd.

Brochure / Website Accuracy

The information and prices in this brochure and on our website may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of the brochure and prices at time of print regrettably errors can occur, and situations with suppliers can change. You must therefore check all the details of your chosen holiday at the time of booking. During the season we may have to purchase extra flights and services and this may have an effect on the printed brochure price.

Such costs will be mentioned to you at the time of booking. The pictures, maps and chalet room plans within this brochure and on the website are intended as a guide for style and general relevance. Maps are not to scale or completely accurate. Photographs of rooms are intended to give an indication and may vary where furnishings have changed or a partial refurbishment has been completed.

Some details of holidays may change after a brochure has been printed, we will display the most up-to-date information on www.alpineelements.co.uk

Do you need help arranging your holiday?

General Holiday Information

COVID-19 – BOOK WITH CONFIDENCE

Our Covid Protection policy

Coronavirus Reasons:

Popular questions:

General Holiday Information

Payment terms & flexible booking

Complimentary Airport Transfers

ABTA membership

Prices, Discounts & Offers

Price Match Guarantee

Languages

Activity Information

Ski Extras, Lessons, Summer Activities & Excursions

Winter Activities

Alpine Elements ‘On the Snow’ Service

Our ‘Snow Assurance’

Liftpasses, Lessons and Ski Hire

Summer Activities

Complimentary Bikes

Bikes, Workshops & Storage

Complimentary Walking Guides (not available for 2021)

ResortActivities

Multi Activity Passes

Mountain biking in the Alps

Active Kids Clubs (not available for 2021)

General Information

Resort Opening

Leg Warmer Weeks (pre-Christmas)

Ski Groups (5+ persons)

Conditions for Group Discounts

Young Travellers

Cancellations

Insurance & Cover for Covid-19

Property Information

Extra Bed Discounts in Hotels:

Extra Bed Discounts in Chalets:

Standard & Full Occupancy

Catering

Arrival Night and Staff Days Off

Diets and catering

Accommodation Diamond Ratings

Premium Apartments / Hotels

Chalets

Self-catered Apartments

Rooms

Room numbers

Adding Extra Beds

Empty Beds / Sole Occupancy of a Chalet

Mountain Locations of Chalets

Slippers & shoes

Single Persons

Ski in / Ski out

Chalet Distances

En-suite and Bathroom Facilities

Mezzanines, pull-out beds & bunk beds

Cleaning

Towels, bedding, toiletries

Our Staff

Staff Days Off

TV DVD, Satellite TV

Checking Into your Chalet or Hotel

Deposits

Chalet Security

Bedroom Door Keys

Supplements

Staff Live-in

WiFi

Shared Facilities

Hotel / Apartment Leisure Facilities

Smoking

Damage and Lost Property

Ski Locker Rooms

Special Requests

Health & Safety Information

Covid-19

Health and Safety

Hot Water

Extra facilities