skiing, ski holidays & cheap ski deals (home) > faq

Here you'll find the answers to the most frequently asked questions regarding your ski holiday. They are chronologically ordered from searching for and booking the perfect ski holiday, from arrival to the return journey.

Search and Book
Cancelling the Holiday
Before Your Holiday Begins
Outward Journey and Arrival
In Resort
Departure and Return Journey
General Questions

Search and Book
1. How do I find the perfect holiday?
  If you have a date in mind for your ski holiday, use the search engine Search & Book. This will allow you to search for holidays by specifying the destination you wish to visit and the number of people in your group. Alternatively you have the opportunity to search using our Holiday Categories, Last Minute Deals or the Bed Finder.
2. How can I book a holiday?
  Online Booking: After choosing your accommodation and room category, you'll be guided through the booking process.
  
  Telephone Booking: Give us a call or use our Call Back Service. As your written holiday information and personal information are not available, these are held in a telephone recording. When making a telephone booking, a one-off administrative fee of £9 applies. Please have the following information to hand:
  - First and last name of the passenger, as well as home address, date of birth, telephone number, and e-mail address.
  - First and last names and dates of birth for all holiday participants.
  - Please carefully read through the Booking Conditions before booking by telephone. During the telephone recording, you will be asked whether you have a copy of the Booking Conditions and if you accept them.
3. Is the lift pass included?
  A 6 days lift pass is generally included. In these cases, you will find the lift pass under the "Included Services" of the selected accommodation. If you would like to ski on the day of departure, you can extend your lift pass with us in advance for a supplement - or more expensively in resort.
  In large ski regions we sometimes offer only partial lift passes. For a fee, you have the opportunity to upgrade your lift pass to include the entire ski region. This can also be done in the resort, but will cost reasonably more.
  Should you not want a lift pass, you can note this in the booking process and your holiday price will be reduced correspondingly.
4. Is it beneficial to book ski/snowboard equipment or lessons in advance?
  Yes! Due to our long-term agreements with partners in the resort, we are able to save you up to 30% when booking ski and snowboard lessons with us in advance, compared to resort prices. By hiring ski and snowboard equipment in advance, you can save an additional 40% compared to prices in the resort.
  
  ADVANTAGES OF BOOKING EQUIPMENT HIRE IN ADVANCE
  - No more trouble lugging and storing equipment
  - Ski with the most recent models every year
  - Always waxed and inspected equipment
  - Easy exchange if something doesn't fit right...
  - Equipment that "grows" with your changing demands
  - If you ski for less than three weeks per year:
    Consider the advantages and save money!
5. What types of reductions exist?
  - Children's Reductions (0-11 years):
    All children receive a basic reduction of up to €204 off our ski holidays, depending on the resort. If you create a personalised offer on our website or book online, the exact amount of the reduction will be automatically calculated after the age is entered.
  - Youth Reductions (12-19 years):
    Depending on the resort and accommodation, there may be a reduction for youth. If you create a personalised offer on our website or book online, the exact amount of the reduction will be automatically calculated after the age is entered.
  - Senior Reductions:
    Most of our resorts offer a reduction for seniors from approximately 60 years of age. If you create a personalised offer on our website or book online, the exact amount of the reduction will be automatically calculated after the age is entered.
  - Additional Bed Reductions:
    Should an additional bed in a double room be occupied, the holiday price will generally be reduced for the third or fourth traveller, respectively.
  - Group Reductions:
    -Groups from 15 persons receive a 3% reduction from the holiday price
    - For groups from 30 persons, we would be happy to make a customised offer. Free holiday participation is also possible in lieu of a reduction.
  You will find further information regarding our reductions here.
  Information regarding lessons and equipment hire:
  If you choose to book ski or snowboard lessons and/or equipment
  in advance, we offer up to 60% savings compared to local prices (Point 1.4).
6. How last-minute can I book?
  You can book up to one day before the start of a holiday. If booking self-drive for arrival on Saturday, you can book until Friday at approximately 12:00 (UK time). After we receive proof of your payment by online transfer or cash payment, you will receive the final travel documents by e-mail (PDF) by approx. 14:00. Proof of payment can be sent to us by fax or by scan and e-mail. When booking a last minute holiday we do recommend paying per credit card.
7. How can I redeem one or several gift vouchers?
  There are two types of gift vouchers: Gift vouchers that are valid per booking and gift vouchers that are valid per person. Please see the gift voucher to determine which type of gift voucher you have.
  
  Gift vouchers per person: More than one gift voucher can be redeemed per booking. Should the value of the gift vouchers be higher than the total price of the holiday, the remaining value of the gift voucher will be lost. The remaining value will not be credited.
  
  Gift vouchers per booking: Only one gift voucher can be redeemed per booking. It may be that the gift voucher can only be redeemed for holidays with a certain minimum holiday price per person or minimum holiday price per booking (see information on the gift voucher).
  
  Gift vouchers can be redeemed when booking a holiday online. The gift voucher number(s) must be entered in the last step of the booking process. Should you possess more than one gift voucher, please enter all gift voucher numbers in the “Gift voucher no” field under “Traveller 1” (ie. 12345, 54321, 45678). The first gift voucher number applies to the first name on the booking, the second gift voucher number to the second name, etc.
  For gift vouchers valid per booking, the price reduction will be credited to the first name on the booking.
  
  After entering the gift voucher number and your personal information, proceed with your booking by clicking on the button FIRM BOOKING. Afterwards you will see a new price overview which takes the gift voucher(s) into account. Conclude your booking by clicking FIRM BOOKING again.
  
  The gift vouchers are transferable, which means you may feel free to give them to other people as you please.
8. When and how can I pay for the holiday?
  A deposit of 20% of the holiday price plus the cost of any booked insurance is due upon receipt of the booking confirmation. The remaining balance is due 42 days before the start of the holiday. Should the booking be made within 42 days of the start of the holiday, the full holiday price is due immediately. Payment by bank transfer is possible. Additionally, it is also now possible to pay by credit card. Credit card payments are processed by our external payment service provider Ogone.
  
  Please have the following information ready at the time of booking:
  - Credit card institution
  - Credit card holder
  - Credit card number
  - Expiration Date
  - Security code
  With Visa and MasterCard, the security code is a 3-digit number on the back of the card. With American Express, the security code is found on the front of the card, above the credit card number. Please note that a credit card fee amounting to 1.2% (VISA and MasterCard) or 2% (American Express) of the holiday price is applied when paying by credit card.
9. I've already booked. Can I still book additional services?
  Booking additional services (travellers, equipment hire, lessons, lift pass extension/upgrade, board) can be done either over the phone or by e-mail until 14:00 on the day before the holiday starts, provided the remaining balance is paid by credit card. If you had originally selected to pay by bank transfer at the time of booking, please provide your credit card details either over the phone or by e-mail. It is only possible to book additional services up to 22 days before the start of the holiday if you will be paying by bank transfer. An exception is booking additional travellers; this can be paid by bank transfer, if payment by credit card is not possible.
10. Is a baby insured along with its parents?
  Babies are insured along with their parents, provided both parents have taken out insurance and registered the baby at the time of booking, ensuring that the baby is listed on the booking confirmation.
11. Can I book a two-week holiday?
  As the majority of our holidays are offered for 7 nights, a 2-week package booking is unfortunately not possible. However, it is possible to book two individual weeks consecutively (check the availability of both dates beforehand!). Please inform us immediately after making both bookings, so that the bookings can be processed accordingly. As these are two separate bookings, all necessary documents are sent separately by week.
12. Can I book a holiday as a minor or register minor participants on my booking?
  - If you are the lead passenger of a booking and are a minor at the time of booking, we require a written consent form from your parents. Please send the consent form as quickly as possible by fax or post (please use this form), as it is not possible to process your booking beforehand.
  - If you as the lead passenger register minor participants and are not yourself the legal guardian, you must be in possession of a declaration of consent from their guardians, stating that they allow their child to participate on the holiday according to these conditions. Please print these conditions and give them to the legal guardians. This declaration is for your personal use; they do not need to be forwarded to us in this case.
Cancelling the Holiday
1. How can I cancel my booked holiday?
  You may withdraw from your holiday at any point before the start of the holiday. Cancellation requests must be made by the lead passenger and should be made in writing. Cancellation fees will apply as described in our Booking Conditions (point 4). Please contact us by e-mail if you have an enquiry about cancellation fees in a specific case. Cancellations are accepted Monday - Friday from 8:00 - 17:00. Should we receive your cancellation request outside of these office hours, the effective date of cancellation will be the following work day.
2. How can I avoid cancellation fees?
  If, at the time of your cancellation, you identify an individual who will take your place on the holiday, the only cost you will incur is a booking amendment fee of €25. In this case, all booked services (with the exception of insurance) will be passed on to the new holiday participant.
3. Does it make sense to book travel insurance (incl. cancellation insurance)?
  Travel insurance (incl. cancellation insurance) is so important that we are required by law to offer one. It protects you from the cancellation fees that incur should you be unable to take the holiday due to insured reasons, such as illness. As cancellation fees can be up to 90% of the holiday price, we strongly recommend taking out travel insurance (incl. cancellation insurance). This will refund you the complete cancellation fees (less a small excess) when you cancel a holiday for an insured reason.
4. How do I make a claim on my travel insurance (incl. cancellation insurance)?
  After the lead passenger has informed us in writing of the cancellation of someone in his or her party, we will issue a new Booking Confirmation (Cancellation Confirmation) including an invoice for the cancellation fees that have arisen. The cancellation fees must be paid to the tour operator. If the individual has purchased travel insurance (incl. cancellation insurance) and is cancelling the holiday due to an insured reason, the individual must contact the insurance provider (not us), stating the number on the insurance certificate, to be reimbursed the cancellation fees. The number on the insurance certificate is identical to the Booking Confirmation number. You will find the contact details for the insurance provider on the insurance certificate. The insurance will notify you as to which documents are necessary (e.g. Cancellation Confirmation, medical report) to receive your reimbursement. Please note that a claim must be filed.

When and how will I receive the final travel documents?
The final travel documents will be sent via e-mail 10 - 14 days before the start of your holiday. The information and vouchers will be sent as a PDF document in an attachment to the e-mail. Should your computer not have Adobe Acrobat Reader installed, the e-mail will include a link to enable you to download the Reader for free. If you did not provide an e-mail address at the time of booking, you will receive your travel documents by mail. In both cases, the voucher only has the name of the lead passenger but is valid for all travellers.
Do I have to bring bed linen/towels?
Whether your apartment is furnished with bed linen and/or towels, or whether these are available for hire in resort, can be found on the accommodation description. Bed linen and towels are always included in hotels and pensions.
How are the kitchenettes in the apartments equipped?
Kitchenettes generally include utensils, pots, hob, and oven/microwave. Dish detergent and cleaning supplies - as well as toilet paper - should be brought along. Otherwise you may choose to purchase these items at the local supermarket.

What should I take on holiday? Is there a packing list?

Yes, you can find a packing list of things you shouldn't forget. Download print version here!

Documents and Finances

Travel documents
Cash card, credit card
Cash (country's currency, if necessary)
Personal ID
Visa, if necessary, for international bookings
Proof of international health insurance

Equipment

Skis/snowboard
Poles
Ski boots/snowboard boots
Helmet, if necessary (required for children in Italy)
Boot dryer, if necessary
Rucksack or bum bag for the piste, if necessary
Multi-functional ski watch "Swatch Access", if necessary
Ski wax, if necessary

Ski/Snowboard Clothing

Ski/snowboard jacket
Ski/snowboard pants
Hat
Headband
Ski socks
Ski goggles
Sunglasses
Ski gloves
Scarf
Ski mask, if necessary
Fleece jumper/jacket
Shirt made from breathable fabric
Long underwear

On the Piste

Sun lotion with high sun protection factor
Lip balm with sun protection factor
Tissues
Mobile
First aid kit
Small rucksack

Holidays in Apartments/Holiday Residences

Dish detergent
Dish towels
Toilet paper
Food supplies (Please note the permitted luggage allowance for journeys booked with us. More information here.)
Towels
Bed linen/sleeping bag, if necessary

Self-drive Journey

Snow chains
Work gloves
Ice scraper, de-icing spray, brush
Safety vest (required in Austria and Italy)
Driving directions
Atlas

Leisure Time

Games
Writing utensils
Reading material

Miscellaneous

Food for the journey (muesli bars, biscuits, beverages)
Photo/video camera and batteries or charger
Medicine (sport salve, Aspirin, plasters)
Personal (toiletries, clothing, slippers/shower shoes, bikini/swim shorts, if necessary)
Thin gloves
Alarm clock
Sewing kit/safety pins, scissors and adhesive tape (for small repairs)
Tea candles
Lighter/matches
Torch
Plastic bags

Download packing list (print version) here!

Outward Journey and Arrival
1. I have booked a self-drive holiday. Will I receive directions to the resort?
  Yes. On the page for the respective resort, under "Travel Info", you will find a graphic and link to a route planner. You can use this to easily find the way to your resort.
2. What travel possibilities are offered?
  An overview of the offered types of travel, as well as more exact information regarding these, can be found here.
  You can see what types of travel are available for your desired holiday destination from the travel symbols on the resort page. If you book travel with us, you will receive all the necessary documents with detailed information together with your final travel documents.
3. What is the latest that I can check into the accommodations?
  As a rule, check-in occurs Saturday afternoon. More specific information can be found in your final travel documents.
4. How can I use the day of arrival to the fullest?
  We recommend you take a walk through the resort, shop, or take advantage of local leisure activities. Those wishing to ski can purchase a full or half-day lift pass locally. In all destinations it is possible to deposit your luggage, in France sometimes for a fee.
In Resort
1. Is there a holiday rep in the resort?
  In all of the resorts - unless specifically mentioned - a holiday rep will be present for your convenience. The holiday rep will be there to greet you on the day of arrival and inform you about the week's activities. During your stay, the holiday rep is accessible to answer questions and offer support.
2. Do I have to pay a tourist tax?
  With the exception of Italy, travellers must pay a tourist tax of between €0.20 - 2.50 per person/night. In Austria, the tourist tax is included in the total price of the holiday; otherwise, this is found is found under "Obligatory Costs in Resort" under the the price table of the selected accommodation. In France and Switzerland, the tourist tax is payable locally. The exact amount of the tourist tax in each resort is found in the information under the the price table of the accommodations.
3. Can I pay the apartment's deposit in cash or by credit card?
  It is preferred that the deposit be paid by credit card (MasterCard, Visa, American Express, Diners). However, it is also generally possible to pay with cash.
4. When do I get the deposit back?
  Should the apartment be returned clean and without damage, the amount of the deposit will be be restored to your credit card within a few days. Cash deposits can be collected from the reception of your accommodations or your holiday rep on the day of departure.
5. Are ski or snowboard lessons offered?
  We offer ski and snowboard lessons in nearly all of our resorts. If lessons are not available in the booking process, you can reserve these at a local ski school of your choice.
6. In which languages are ski and snowboard lessons offered?
  In Austria and Switzerland, the lessons are held in German. Ski and snowboard lessons in France and Italy are offered in English.
7. What type of board is offered?
  You have the choice between self-catering apartments, pensions with breakfast, and hotels with half-board (breakfast and evening meal). The corresponding type of board is found in the information on our accommodation pages.
8. I have booked board as an additional service. Where are the meals served?
  You will receive board booked as an extra in your accommodations or in a nearby-located restaurant or hotel.
Departure and Return Journey
1. When is check-out?
  Check-out generally occurs the morning of the departure day around 9:00. You will receive specific information regarding check-out along with the final travel documents and from your holiday rep at the destination.
2. Can I ski on the day of departure?
  Should you wish to ski on the day of departure, you have the opportunity to extend your lift pass (for a small fee) with us up to 19 days before the start of the holiday, or you can do so for a greater charge in the resort. Your luggage can be deposited in your accommodation (sometimes for a fee). In a few accommodations it is possible to shower after skiing (sometimes for a fee).
3. How does the departure take place?
  When travel is booked through us you will receive here all necessary information regarding your travel plans.
General Questions
1. What is the Nice-Price Guarantee?
  Should you find a holiday offered by us offered by another tour operator for less (same services included), simply send that offer to us before your booking, and we guarantee to better their price by €10. However, we are certain you won't find a better price/service ratio anywhere! And with our numerous reductions (Point 1.5), you will save even more.
2. What is the Snow Guarantee?
  Should fewer than 40% of the lifts included in the booked lift pass be in operation, you can change your booking to another one of our holidays in the same week at no charge, guaranteed! This offer is valid up to 10 days before the start of the holiday and is based on availability. The price of the new holiday is then valid. (Valid for holidays starting between 28/12/09 - 08/04/10.)
  * Reductions received with the original booking (e.g. Last Minute) will be transferred to the new holiday; however, reductions available at the time of the booking amendment will not apply.
3. What does it mean to book "on request"?
  To book "on request" means that the room you are interested in is not in our guaranteed allocation of beds, and - after making your firm booking - the room will be requested from the accommodation. If the accommodation confirms the room, you will shortly thereafter receive your booking confirmation by e-mail or post. Should the room not be available, we will promptly inform you. The booking will also be cancelled at no cost to yourself. Naturally we will try to provide you with an equivalent offer, but of course you are not obligated to accept the alternative.
4. What are the accommodations that are called "Breakfast Pension plus resort name"?
  Should the property you are interested in have no specific pension name, but rather is called "Breakfast Pension + resort name", this generally means that you will first receive the specific details regarding your accommodation at the tourist centre in the resort. Our "Frühstückspensionen" are pensions in the village offering bed & breakfast, and cosy rooms with bath or shower/wc. We cannot guarantee that groups will be housed in the same property.
5. What does "value price" mean when combined with an accommodation name?
  A few accommodations appear twice in the accommodation overview, once with "value price" and once without. There is no difference in the quality between the two. The only difference is that we are able to offer several rooms/apartments at an especially low price in the accommodations with the "value price" listing. Therefore, we recommend that you always check availability in the "value price" accommodations first. More information about searching for available rooms can be found under Point 1.1.
6. What do the abbreviations SC, BB, HB, FB, AI and shower/wc mean?
  SC = self-catering
  BB = accommodation & breakfast
  HB = accommodation & half-board (breakfast + evening meal)
  FB = accommodation & full board (breakfast + midday meal + evening meal)
  AI = all inclusive (exact services: see accommodation description)
  shower/wc = room has an ensuite bathroom with shower and wc

skiing, ski holidays & cheap ski deals (home) > faq

Frequently Asked Questions

Search and Book

Cancelling the Holiday

Before Your Holiday Begins

Outward Journey and Arrival

In Resort

Departure and Return Journey

General Questions