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Frequently Asked Questions

  1. What does the price include?
  2. When can I take the Eurotunnel/Ferry?
  3. How long will it take to drive to the Alps?
  4. What are the other travel options?
  5. Can I ask for a specific apartment?
  6. When can we get into the apartment and when do we have to leave?
  7. Where will I leave my bags if I arrive before check in time at 17.00?
  8. What happens if we are delayed on route or planning to arrive late?
  9. What happens if I lose my apartment key?
  10. How big is the apartment I have booked?
  11. Will there be sufficient seating in the living area for everyone?
  12. Can my children sleep in the bunk beds?
  13. Will the apartment have hot water 24 hrs a day?
  14. Is there any extra to pay?
  15. Are bed linen and towels included?
  16. What is a mezzanine or duplex?
  17. What is a cabin?
  18. What will be in the apartment when we arrive?
  19. Will there be a kettle?
  20. Is there an under occupancy supplement?
  21. Which resorts are suitable for beginner, intermediate, or advanced skiers or snowboarders?
  22. Can I pre-book ski passes and ski school?
  23. What about ski and boot hire?
  24. What are the facilities for children?
  25. Can I pre-book a cot for my baby?
  26. Are there any group discounts?
  27. Is there any car parking?
  28. How long can I take out an option on an apartment for?
  29. What does ‘on request’ mean?
  30. When will I receive my tickets?
  31. What advantages are there to FlexiPlus?
  32. Does my SatNav guarantee me the best route to resort?
  33. Where will I find my Eurotunnel or ferry reference number?
  34. Medical fees
  35. Internet access

What does the price include?

All the prices displayed on our website are for accommodation only and do not include travel or catering options, unless specified in the product description.  During the online booking process, you will be offered the option to either book the accommodation on its own, or select from the available travel options.  Most of our USA and Canadian bookings are a "package holiday" due to the fact they comprise accommodation, flights and transfers. You are welcome to book accommodation only with us in which case we will make a deduction from the price for the travel elements that you have chosen not to book. An accommodation only booking will not be a "package holiday". Your contract will be with the accommodation owner/provider and we act only as agent. Please be advised that you should book and pay for accommodation only and decide to add extras such as ski passes, ski equipment or ski school at the same time or at a later date, your booking will not as a result become a "package holiday". If you have any queries regarding the above please don't hesitate to contact us before you make your reservation.  Please see our booking conditions for the definition of a package holiday.

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When can I take the Eurotunnel/Ferry?

The basic prices on the website are accommodation only and you need to choose to travel with Eurotunnel for a Eurotunnel inclusive price.  Once booked, you can travel out and back whichever date you like during the winter season (December to April) - crossings are very frequent (two-three per hour at peak times) so let us know when you would ideally like to travel and we will book you on the nearest one. Please note that you should try to adhere to the time you have been given - if you arrive more than two hours early at the port, you may have to wait before you are given access. Please also be advised that during peak holiday periods, the ferries and Eurotunnel book up very quickly (especially in high space) so please book early to avoid disappointment.

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How long will it take to drive to the Alps?

This depends on which resort you are going to, the time of season that you are travelling and the number of stops that you plan to make. We estimate that it usually takes between 8-12 hours to reach most resorts from Calais, however some people choose to break up their journey with overnight stops. This added flexibility accounts for the popularity of a self-drive ski holiday. Please be advised that during peak holiday periods we recommend that you plan your journey to arrive either early morning or late evening as the traffic will be very heavy.

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What are the other travel options?

We now offer the flexibility to book accommodation only, or a choice of various travel options, including Eurotunnel crossings, flights, transfers and rail travel. For further details of trains and flights please take a look at our travel pages. If you are checking prices and availability on our website, you will be given the various travel options during stage two of the booking process.

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Can I ask for a specific apartment?

Regrettably we are not able to guarantee this. The apartment/room allocation is completed by the reception staff a couple of days before arrival and they do not inform us which apartment you will be in. If you are in a group, we can request that your accommodation is near to each other however sometimes this is physically not possible due to the layout of the building. We regret also that it is possible that previous occupants of your accommodation may have been smokers and we are unable to offer no smoking apartments.  If you have a particular request in a PV accommodation please call us as they may be able to guarantee certain requests at an additional cost.

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

Generally you will be able to check in from 5pm onwards and you will be required to leave at 10am. Unfortunately we are not able to request in advance early entrance to apartments. Please note that during peak holiday times receptions can become very busy.

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Where will I leave my bags if I arrive before check in time at 17.00?

Many of the residences will have an unsupervised luggage room where you can leave your luggage on arrival or departure days. 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.

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What happens if we are delayed on route or planning to arrive late?

It is 100% your responsibility to contact the reception if you are going to arrive late. In your ticket pack that you are sent before departure, you will be given the opening times of reception and the phone number on your residence information sheet. You must call well in advance of the closing time as the opening hours are subject to change during the season and Erna Low cannot be held responsible if you do not arrange for the keys to be left for you.

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What happens if I lose my apartment key?

The answer depends on the residence. Most apartments have specially cut apartment keys that cannot be reproduced in resort and there is a hefty fee to replace them. Please be vigilant with your key at all times.

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How big is the apartment I have booked?

Most of the apartments have an indication of size in square metres in the descriptions, however this information is not always provided to us. Please be advised that in all cases this is approximate information and in general European ski apartments are compact and bijoux. Some apartments are under the eaves on the top floor of buildings and may therefore have sloping ceilings.

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Will there be sufficient seating in the living area for everyone?

As most of the apartments we feature are specifically built as holiday rental units, there are likely to be only one or two sofas in the living area regardless of the size of the apartment. Usually these can be used as beds so they are not likely to be comfortable slouch couches as you may find at home.

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Can my children sleep in the bunk beds?

There is a French decree stating that no children under 6 years should sleep on the top bunk bed.

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Will the apartment have hot water 24 hrs a day?

Generally speaking apartments should have hot water 24 hours a day but at peak times when everyone is using baths/showers at the same time, availability may vary. Your patience is greatly appreciated in this matter.

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Is there any extra to pay?

Most European resorts require visitors to pay a ‘tourist tax’. This is not included in the cost of the holiday and must be paid for in resort. Failure to do so will result in a loss of deposit. Car parking will also be an additional cost. Please see section on ‘How to Book’ for further details.  Most accommodations also ask you to pay a security deposit by credit card from which they will deduct any cost of dammage to the apartment.  Please be advised that Erna Low does not take any responsibility in case of any dispute and you will need to deal directly with the reception staff if there are any disagreements.  The amount charged can range from 200€ to 650€ so you must have funds available on a credit or debit card.  Usually the sum is held against the card and no money taken however if you have any questions you should check with reception before you travel.

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Are bed linen and towels included?

This depends on the residence. Please look at the description for each accommodation where these details will be noted.

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What is a mezzanine or duplex?

This is a split-level apartment, usually with an open bedroom above the living room. It may be accessed by a ladder and the room may well have sloping walls or ceiling. A duplex is usually on two floors.

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What is a cabin?

This is a broad description used for a sleeping area that cannot be classed as a proper bedroom; it ranges from being an alcove in the entrance hall (usually with bunk beds) or it may be partitioned by a sliding door or curtain but may not have a window.

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What will be in the apartment when we arrive?

We recommend that you take some basics with you such as tea towels, salt & pepper, coffee, tea etc and toilet roll. You will be able to buy all these things in resort but the local supermarkets are quite expensive and supermarkets in the valley will be better value.

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Will there be a kettle?

Most apartments will not have a kettle or ‘English style’ mugs and will provide saucepans for boiling water instead. Most apartments will however have an electric coffee maker and small French style coffee cups.

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Is there an under occupancy supplement?

The apartment price is the same regardless of the number of persons in the apartment. Please note that extra persons over and above the maximum occupancy of an apartment is not permitted by agencies for insurance reasons, regardless of the age of the extra person or whether you are able to bring your own bedding. We recommend that you underfill apartments for extra comfort.

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Which resorts are suitable for beginner, intermediate, or advanced skiers or snowboarders?

Please see each resort page for our recommendations. Resorts such as La Plagne, Les Arcs and Flaine are very suitable for beginners and families, while Tignes, Val d’Isère and Chamonix are more suitable for advanced skiers.

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Can I pre-book ski passes and ski school?

We are able to pre-book and send out ski passes in advance to the following resorts: Les Arcs, Flaine, Samoens, La Rosiere, Chamonix, Vallorcine & Les Houches, Flaine Grand Massif, Morzine, Avoriaz, Tignes, Val d'Isere, the Three Valleys and Serre Chevalier.  This will save you waiting in line on arrival in resort so what's not to love? We can also book group ski lessons in many resorts including Les Arcs, La Plagne and Flaine. Please note: beginners are advised not to pre-book passes as they may not need them for the first few days and we cannot be held responsible if a ski pass is obtainable in resort at a cheaper price - resorts sometimes run special offers on ski passes which we do not know about.

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What about ski, boot and helmet hire?

Erna Low have a contract with the company Skiset who have shops in nearly all the French resorts and some of the Swiss resorts we feature. We believe our prices offer you a discount of up to 40% on the price you would pay in resort.

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What are the facilities for children?

Each ski resort will have facilities for children and these are bookable locally. It is also generally possible to pre-book directly with the resort. Please see the advice panel on children. Please note it is strongly advised to arrange helmets for your children, which can be booked through the office with Skiset for children aged 11 years and under or directly with the ski hire shop.

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Can I pre-book a cot for my baby?

Yes, but please note that your bedroom may not be large enough to accommodate the cot, it may have to go elsewhere in the apartment. We would advise you to book this in advance as baby kits are available subject to availability. Some residences will provide this free of charge, some will be payable locally, most require you to take your own bed linen and some limit one per apartment. Please note we will not automatically book you a baby kit, therefore please ensure you mention this before you book for us to ensure there is availability. Please ensure that this is quoted on your Erna Low invoice, if the baby kit is not mentioned on your invoice it is your responsibility to follow this up.

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Are there any group discounts?

If you are taking a large group of over 20 people, you may be eligible for a group discount. Please contact the office on 0207 584 2841 for further details.

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Is there any car parking?

We can sometimes request covered parking for you if you mention it at the time of booking however please be advised that parking is usually on a first come first served basis and is payable locally. Please be advised that most car parks have a height limit of approximately 1m90 so if you have a top box or a high vehicle we recommend that you phone the residence direct and check if your vehicle will be able to access the parking. In some resorts e.g. Avoriaz, Val Thorens or Tignes, you may have to book directly with the resort.

Our descriptions should state whether it is possible or advised to book your parking in advance and if in doubt please ask a member of staff at time of booking. Please note we will not automatically book you a parking space, therefore please mention this at the time of booking and ensure that this is quoted on your Erna Low invoice, if parking is not mentioned on your invoice it is your responsibility to follow this up. Prices will vary and more often than not you will be required to pay for parking in resort rather than in advance.

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How long can I take out an option on an apartment for?

All options will automatically expire after two days unless they have been confirmed in the meantime.

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What does ‘on request’ mean?

If you ring the office for availability and are informed that the apartment you wish to book is on request, it means we have to approach the apartment agency concerned and ask them for an extra apartment. Response times vary according to the agency and we will contact you as soon as we have a reply from them.

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When will I receive my tickets?

You will receive all your holiday paperwork by email approximately 2 weeks before departure.

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What advantages are there to FlexiPlus?

As a FlexiPlus customer you have priority boarding onto the next available departure and express check-in through a dedicated check-in lane. Vehicles under 1.85m have access to the exclusive FlexiPlus lounge facilities between the opening hours of 06h00 and 22h00, offering a complimentary light snack, non alcoholic beverages, newspapers and free WIFI access. For vehicles over 1.85m the FlexiPlus lounge is prohibited due to safety reasons caused by the location of the high space lanes. Eurotunnel welcomes you to use the passenger terminal, situated before the border controls. You can find more information regarding the FlexiPlus service on our Eurotunnel page.

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Does my SatNav guarantee me the best route to resort?

Please be advised that some SatNav’s recommend routes that are closed due to snow during the winter. Please do not attempt the Col du Petit Saint Bernard as this is closed for most of the winter season. We will send you written instructions on how to get to your resort that we strongly recommend that you read.

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Where will I find my Eurotunnel or ferry reference number?

Eurotunnel and ferry crossings operate a ticketless travel system, which means you will be provided with an 8 digit reference number on your invoice to quote at the port. When you have confirmed your preferred travel details we will send you an updated invoice by email showing your booking reference for you to keep safe until you travel.

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Medical fees

It is your responsibility to ensure that you are adequately insured for your holiday. We also strongly recommend that you take a valid EHIC with you whilst travelling. If you have an accident or need to visit the doctors you normally need to pay the doctor (sometimes in cash) and you should then claim your money back from your insurance, less the applicable excess. Alternatively, if you are in a resort covered by the Chambery Caisse Primaire d’Assurance Maladie de la Savoie, you can then send a copy of your card and doctors/pharmacy paperwork to Caisse Primaire d’Assurance Maladie de la Savoie, 5 Avenue Jean Jaure’s 73000 Chambery Cedex France. You need to send a copy of European Health Card so they know who you are, the brown form from the doctor, stick any receipts from the medication onto this form plus include any "ordenance" that the doc. wrote out and send it directly to them. Any refund normally comes direct from UK social services.

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Internet Access

Internet connections vary greatly in quality, depending on the country, resort or residence in which you are staying. It is important to remember that due to the challenges or providing the infrastructure to remote locations, internet access in the mountains will not be the same as fibre optic broadband access you may have access to in the U.K. Therefore many residences place a limit on the number of devices that can be connected at any one time so that the system is not overloaded and to ensure that all guests have equal access to the service provided.

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