Frequently Asked Questions

For your quick reference, we have included the questions people most frequently ask us about our holidays.  If the question you have is not answered here, please contact us and we will be happy to assist you further.

See below for various Ski faqs and Skiing holiday Faqs.

What does the price include?

For European apartment/hotel holidays (except Bulgaria and Slovenia), the price includes a return Eurotunnel crossing from Folkestone to Calais per apartment or per room. For a P&O crossing from Dover to Calais allow a £30 discount per apartment or hotel room.

Back to top

When can I take the Ferry/Eurotunnel?

You can travel out and back whichever date you like - crossings are very frequent (several
per hour) 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.

Back to top

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 package. 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.

Back to top

What are the other travel options?

Please refer to our travel pages for further details of trains and flights. If you are making
your own travel arrangements, please deduct £150 per apartment. This will give you the accommodation only cost.

Back to top

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.

Back to top

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.

Back to top

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.

Back to top

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 'Information for holiday makers' booklet that you are sent before departure, you will be given the opening times of reception and the phone number. You must call well in advance of the closing time as the opening hours are subject to change during the season and we cannot be held responsible if you do not arrange for the keys to be left for you.

Back to top

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.

Back to top

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.

Back to top

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 2 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.

Back to top

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.

Back to top

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.

Back to top

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.

Back to top

Are bed linen and towels included?

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

Back to top

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.

Back to top

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.

Back to top

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.

Back to top

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.

Back to top

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.

Back to top

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 and Tignes, Val d’Isère and Chamonix are more suitable for advanced skiers.

Back to top

Can I pre-book ski passes and ski school?

You will be able to pre-book ski passes and ski school if you are going to; Les Arcs, La Plagne, Flaine, or most of our American and Canadian resorts. Ski passes are also available in some other resorts. If you are going to Pierre & Vacances apartments, you usually can pre-book ski passes (see individual price panels for more details). Alternatively, please contact your rep in resort. (nb: 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).

Back to top

Can I prebook ski and boot hire?

We have a contract with the company Ski Set, who have shops in all the French resorts and some of the Swiss resorts we feature. We believe our prices offer you a discount of approximately 20% on the price you would pay in resort. Ski hire is also available to prebook in most of our American and Canadian resorts.

Back to top

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. NB It is strongly advised to arrange helmets for your children, which can usually be booked through the office (depending on resort) or directly with the ski hire shop.

Back to top

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.

Back to top

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 for further details.

Back to top

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, you may have to book directly with the resort.

Back to top

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.

Back to top

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 has we have a reply from them.

Back to top

Do I have to fill out a booking form?

You can make your booking by telephone if you do not wish to fill out a booking form, please make sure that you have read and agree with our booking conditions before you call us.

Back to top

When will I receive my tickets?

We are hoping to be able to email pdf copies of your vouchers for winter 06/07 should you wish to receive them in this way. If not, you will receive your tickets, accommodation vouchers, and resort information etc. 2 weeks before departure. NB: Eurotunnel and ferry crossings operate on ticketless travel, which means you will just be provided with a reference number (on your invoice) to quote at the port.

Back to top

And finally, an infrequently asked question: Can I take my hamster on holiday with me?

We suggest you contact your vet!

Back to top

Find a ski holiday

Help & information

Erna Low

Body & soul

Spa holidays

Property

Unique property
for sale


Summer holidays

Perfect retreats