Frequently Asked Questions
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
- How do I find the perfect holiday?
- What types of accommodation are there and how do they differentiate?
- How can I book a holiday?
- Is the lift pass included?
- Is it beneficial to book ski/snowboard equipment or lessons in advance?
- What types of reductions exist?
- How last-minute can I book?
- How can I redeem one or several gift vouchers?
- When and how can I pay for the holiday?
- I've already booked. Can I still book additional services?
- Is a baby insured along with its parents?
- Can I book a two-week holiday?
- Can I book a holiday as a minor?
Cancelling the Holiday
Before Your Holiday Begins
Outward Journey and Arrival
In Resort
- Do I have to pay a tourist tax?
- Can I pay the apartment's deposit in cash or by credit card?
- When do I get the deposit back?
- Are ski or snowboard lessons offered?
- In which languages are ski and snowboard lessons offered?
- What type of board is offered?
- I have booked board as an additional service. Where are the meals served?
Departure and Return Journey
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- What is the Nice-Price Guarantee?
- What is the Snow Guarantee?
- What does it mean to book "on request"?
- What are the accommodations that are called "Breakfast Pension plus resort name"?
- What does "value price" mean when combined with an accommodation name?
- What do the abbreviations SC, BB, HB, FB, AI and shower/wc mean?
Search and Book
- 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 or Last Minute Deals. If you are rather looking for a week's party and fun on the piste for next to nothing, then you might be interested in our Events.
- What types of accommodation are there and how do they differentiate?A detailed overview of our accommodations can be found here.
- 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: Just give us a call. For making the booking, please have the names and dates of birth of all travellers available. - Is the lift pass included?Generally the lift pass is already included in the holiday price. Further information regarding this can be found here.
All information regarding booking amendments can be found under section 1.9 in our FAQs. - Is it beneficial to book ski/snowboard equipment or lessons in advance?Yes! Due to our long-term agreements with partners in the resorts you pay less for Ski and snowboard lessons and/or Equipment compared to the prices which apply locally.
- What types of reductions exist?We offer many reductions, such as age-related reduction and group reductions or even reduced prices for equipment hire. Further information regarding reductions and how you can benefit from those for your holiday, you can find here.
- How last-minute can I book?You can book up to one working day (Monday - Friday) before the start of a holiday. If booking a self-drive holiday for arrival on Saturday, you can book until Friday at approximately 13:00 (UK time). With bookings on short notice, from approx. 2 weeks before the start of the holiday, payment is only possible to settle with a credit card. Please call our office for the possibility to pay via bank transfer. 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. 15:00. 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.
- 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. - When and how can I pay for the holiday?All information regarding the payment details can be found here.
- 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 13:00 hours on working days (Mon - Fri) until the day before travel, 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 over the phone. It is only possible to book additional services up to 19 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.
- 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.
- 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!). If you wish to ski on all days, please include the lift pass extension for the 7th day to the first week booking. 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.
- Can I book a holiday as a minor?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.
- How do I find the perfect holiday?
Cancelling the Holiday
- 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 (e-mail). 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 between 09:00 and . Should we receive your cancellation request outside of these office hours, the effective date of cancellation will be the following work day.
- 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 £22/€25. In this case, all booked services (with the exception of insurance) will be passed on to the new holiday participant.
- 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 Canecellation and Curtailment 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. Curtailment cover is included in the travel and cancellation insurances, in case you are forced to return home early from the holiday.
- 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 including an overview for the partial 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.
- How can I cancel my booked holiday?
Before Your Holiday Begins
- 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 post. 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 check the packing list to make sure you have all the things you shouldn't forget. Print version
Packing list (print version)
- When and how will I receive the final travel documents?
Outward Journey and Arrival
- 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.
- 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. - What is the latest that I can check into the accommodations?As a rule, check-in occurs in the afternoon of the day of arrival. More specific information can be found in your final travel documents and, if available, from your holiday rep at the destination.
- 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.
- I have booked a self-drive holiday. Will I receive directions to the resort?
In Resort
- 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 generally included in the total price of the holiday; otherwise, this 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.
- 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.
- When do I get the deposit back?Should the apartment be returned clean and without damage, the amount of the deposit will 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.
- Are ski or snowboard lessons offered?
We offer ski and snowboard lessons in many of our resorts. If lessons are not available in the booking process, you can reserve these at a local ski school of your choice.
- 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.
- What type of board is offered?You have the choice between self-catering apartments, pensions with breakfast, and hotels with half-board, full board or all inclusive. The corresponding type of board is found in the information on our accommodation pages.
- 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.
- Do I have to pay a tourist tax?
Departure and Return Journey
- 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, if available, from your holiday rep at the destination.
- Can I ski on the day of departure?Should you wish to ski on the day of departure, with many of our offers you have the opportunity to extend your lift pass (for a small fee) by contacting us via e-mail or telephone up to 13:00 hours on working days (Mon-Fri) until the day before travel, or you can do so - at a greater charge - in the resort. More information under point 1.9. 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).
- How does the departure take place?When travel is booked through us you will receive here all necessary information regarding your travel plans.
- When is check-out?
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- 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 $15. 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.
- What is the Snow Guarantee?If continuously less than 40% of the ski lifts included in the booked lift pass are in operation due to lack of snow, you have the opportunity, up to 10 days before departure date, to change your booking to a different holiday for the same dates without any charges (subject to availability of free rooms; price of the new holiday applies at the time of the original booking; valid for holidays with arrivals from 30/12/13 to 15/03/14). To make use of our Snow Guarantee, please contact us on the 10th day (effective day) before the day of departure (e.g. Wednesday, if arrival day is Saturday) via e-mail or by telephone.
- 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.
- 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 "Breakfast Pensions" 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.
- 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.
- 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
bath/wc = room has an esuite bathroom with bath and wc
- What is the Nice-Price Guarantee?