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Atol logoThe air holidays and flights on this website are ATOL protected by the Civil Aviation Authority. In the unlikely event of insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money that you have paid to us for an advance booking. Our ATOL number is 6435. For more information click the ATOL logo on the left to visit their website..

General Holiday Tips and Terms 
The following information is a full explanation of our more prominent terms of which we would like to make you aware. Also included are some chalet tips and explanation on the running of our programme.

Chalet Tips
1. All our chalets/hotels are non-smoking
2. Slippers or indoor shoes are a great idea, because in the interests of cleanliness all our chalets have a “no outdoor shoe” policy.
3. Original chalets include one towel and standard toiletries (shampoo / soap)
4. Premium chalets have one towel change and basic shampoo / soap toiletries
5. Some of our chalets have DVD players, Hi-fi and Playstations, however our stock of DVD films, music and games is limited and cannot be guaranteed. It is always a good idea to bring your own.
6. Chalets do not have washing machines, but every resort has a launderette.
6. Cash machines are available in resort.
7. Chalet rooms have lockable doors in the larger chalets. Smaller chalets (sub 20pers) do not necessarily have key locks, (although most do)
8. The front doors of chalets are on key codes or locks to enable individual guests to access and leave in a secure manner.
9. Wine is not unlimited in supply with dinner (we are not an 18-30’s hostel). However it is supplied liberally.

Catering
Breakfast buffets have continental and cooked options. The continental is typically cereals, fruit juice, boiled eggs, sliced ham, cheeses, fresh bread, jam and of course unlimited tea & coffee. The cooked breakfast will consist of cooked items, (such as eggs, bacon, pancakes), rather than the traditional English breakfast. Afternoon tea consists of cakes or biscuits and will be laid out on a self serve basis with tea and coffee also. Our b&b hotel (The Bdn) is simply a breakfast buffet, no cakes, wine or dinner.

Each evening (except staff day off) you will be served a 3 or 4 course (Premium) menu with wine included. Wine is not included with our hotels.

The meal on arrival night may be a haphazard affair fitted around the convenience of the majority, and a full 3 course may not be available. For one day a week, (staff day off), breakfast is laid out for a self serve affair, and dinner is not provided, leaving you free to explore the local restaurants.

Premium chalets are served with canapés and pre dinner drinks every evening (except staff day off). The Premium dinners will consist of after dinner coffee, chocolates and an extra course. The Premier menus are of a higher standard, and consist of well prepared food which is better than the chalet average, we do not attempt to market it as Haute cuisine or Cordon bleu.

Diet
Vegetarian and other special diets can be accommodated, so long as group leaders give our reservation staff notice by email at least 14 days prior to departure. (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 local supply milk is often UHT.

Rooms
Toiletries are basic shampoo and soap sachets for both the Premier and Original chalets. We will not be offering superior bath products for the 2007/8 season. Our Chalets do not feature hair dryers.

The size, décor, soundproofing and furnishing of bedroom can differ markedly, even within the same property. There is also considerable difference in floor space, head clearance, clothes storage facilities and types and sizes of bed. We make every effort to detail any disadvantages in our Chalet Special Notes. However we recommend that you stress any particular room requirements and needs to us in writing. Some rooms may have a kitchenette (for self catering) and we may disconnect 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. You can advise us using the Special requests section of our booking form, or in writing.

Ensuite facilities
Ensuite facilities will always include a bath, a mini bath or shower but not necessarily a toilet. Ensuite shower facilities may not have a partition wall, but just be a shower cubicle within the room. They may also simply be a shower attachment on the bath with no curtain, wall fixture or door. Private bathrooms are bathrooms that are private to that room, but may be located over the corridor or next door.

Ladders, mezzanines
Many chalets have mezzanine levels with limited headroom and thin mattresses as beds. Access to mezzanines and some rooms are via steep ladders or steps and not suitable for adults. Many bunk beds do not have guard rails and we ask parents of children to appreciate this when choosing a chalet or bed configuration.

Cleaning
With the constant movement of people in and out of our chalets and hotels it is an uphill task to keep the accommodation, particularly the floors clean. Public areas and public bathrooms / toilets are cleaned daily (except for the staff day off). Your bedroom will be made clean and tidy for your arrival, but after that its state is left to you. We feel this also respects your privacy. Ensuite bathrooms are cleaned twice a week. If you are unhappy with the cleanliness then please raise this point with your resort manager or call our French office direct. All chalets have one towel per guest per week. Premium chalets have a towel change once, mid-week.

Our Staff
Many of our resort staff are younger than our adult guests, which is in line with the type of worker this industry attracts. However our staff are chosen carefully and we put them through a rigorous Alpine Elements training programme. Staff that join us mid season will receive one on one training by our resort managers. Some of our staff do not have professional catering qualifications. Chalet staff have one day off a week when breakfast is a simplified and self serve affair, which is left out the evening before. Afternoon tea, cakes and an evening meal are not provided.

Premium & Original
Please note that our Premium classification is an Alpine Elements rating and not necessarily intended to be compared with that of other companies or an “industry standard” if indeed one exists?

For some of our chalets, the Premier classification is given for the service and the facilities (eg sauna/pool) rather than the actual accommodation. However the accommodation is still very pleasant. E.g. Chalet des Neiges and Altitude.

Chalet Security
Chalets are communal homes. In many cases guests will be issued either with a front door key or a combination code but this cannot be guaranteed. You will be asked for a 10 euro deposit for any keys. 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. Chalets and hotels do not have safes and not all bedroom doors have locks

Check in-out times
You may check into you hotel / chalet bedroom on the day of your allocated arrival after 3.00 pm. All chalets must be vacated by 11.00am on the day of departure. Hotels or apartments can vary, please check with the Hotel or us in this instance.

Please be aware that our 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 also 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 all self travellers and earlier arrivals to appreciate this.

In common standard with the hotel industry practice we reserve the right to take credit card imprints at our chalet hotels and certain chalets on checkin to cover for potential damage and breakages.

Adding extra beds
Extra beds can be added to a chalet at your request and will often be entitled to a £100 discount, but this is for select chalets. Extra beds will inevitably put pressure on the chalet space and comfort. It will also put pressure on the chalet domestics: furniture, electrical supply, heating and plumbing. Your chalet may also be home to the chalet staff and they may therefore have to share your chalet facilities.

TV DVD
Many of our chalets have TV Dvd. If some of this equipment becomes unserviceable, we cannot guarantee an immediate replacement as spares are not easy to source from ski resorts. Where a Television is advertised there is no guarantee implied as to how many English speaking channels will be available.

Child Care
Please note that it is not possible for us to child proof our properties, and that children, their behavior and safety is the sole responsibility of their parents at all times.

Staff day off
All our hardworking staff deserve at least one day off, and this is the only day we do not provide an evening meal. Breakfast is still provided on a simplified self-serve basis. Afternoon tea is also not provided.

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 regional airport departures, flight, air fuel supplements, room or chalet supplements, special airport transfer services and surcharges for exchange rate fluctuations. In the case of such supplements you will be notified at time of booking or as soon as possible.

Single Persons
Sometimes we have to charge Single Person Supplements  at 30 - 40% (depending on chalet) However if you do not mind sharing a room with another person, then we will refund 50% of this supplement if we find at least one other person to share with you. This also applies if you find that other person. If we do not find another person to share with you then this charge remains in full. (Select chalets only).

Young Travellers
Children (over 16) will be allowed to holiday with us unaccompanied. In fact we receive many young people to our chalets and hotels, and they will most likely find others of a similar age to bond with!

The all inclusive nature of our holidays often give parents peace of mind that children are not having to fend entirely for themselves!  Under 16’s must be accompanied by a parent or legal guardian.

Health and Safety
Your health and safety is of paramount importance to us 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, Jacuzzi, swimming pools. We would ask you to familiarise yourselves with this information on arrival in resort.

Leisure facilities
Some of our properties feature hot tubs, sauna, Dvd TV, Satellite, lifts, boot warmers and log fires as standard chalet equipment. If some of this equipment becomes unserviceable, we cannot guarantee an immediate replacement. Often spares and servicing are not easy to source from in a ski resort. If any of these facilities are important to you please make this known to us at time of booking and confirm to us in writing. If we have been informed that these facilities are important to you then we will do our best to make you aware of any changes to these facilities, but we will not be obliged in such circumstances to either provide the facility or compensate for its absence. If the facility is considered “essential” to your holiday then it must be outlined in our Special Requests section. No refund/compensation will otherwise be paid for non availability of these facilities.

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. Often a chalet hot tub may be taken out of action for one day a week for cleaning. Swimming pool and shared health centres, which have hot tub and sauna, including those that are run and operated by a residence, may not match guest expectations. We cannot be held responsible for the failure or non provision of any of these facilities. This will include 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.

Special Requests
Any Special Requests (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.

Groups
1. In return for giving group discounts, we ask that one group leader is selected for coordinating the group and they are the only point of contact with us.
2. All group questions must be directed through the group leader and all payments must be made via the group leader. This reduces any misconception or uncertainty. We cannot accept payments coming from individual group members. Group leaders must gather cheques together and send to Alpine Elements in one envelope.
3. Group leaders are responsible for imparting all knowledge of our holidays and the booking onto their group. Alpine Elements cannot be held responsible for group misconceptions later down the line.
4. Free places apply only to the basic holiday price and not for regional airport departures, accommodation sups or extras.
5. The party size is determined by the number of full fare paying passengers
6. The group must book the same departure date & holiday type, although mixed accommodation may be used if the property is not able to take the whole group.
7. All Passengers names must be supplied at time of booking.
8. Cancellation of group members or name changes might result in added costs.
9. Groups must book at the same time, additions may be charged a supplement.
10. Certain group reductions are only available on select chalets and dates.
11. Group discounts are subject to availability and may be withdrawn at any time.
12. Group discounts must be registered at time of booking

General Conditions

Your Holiday Security.
Alpine Elements Ltd is a fully bonded Tour Operator, licensed by the CAA. ATOL number 6435 This means that the money you pay is protected for our holidays that include flights only, and where monies are paid direct to Alpine Elements Ltd. ATOL protection extends primarily to customers who book and pay in the United Kingdom. In the unlikely event that Alpine Elements encounters financial problems before you travel on holiday then you will get your money back. Should problems arise whilst you are on holiday then you will still be able to enjoy your holiday and fly home without any hassle.

Alterations to a booking
You can make alterations to your proposed itinerary at any time prior to booking. After the booking has been made we will do our best to make alterations, provided that we receive written request from the Group Leader (the person that signed the booking form). If we can make a change then you will be provided with a quote for any additional costs plus our administrative fee of £30 per person per change. This fee is due for all changes, and by way of example (and not by limitation) this will include: name change and incorrect spelling on booking form, liftpass or lessons change, date change, flight change, addition of ski or bike carriage. The price of your new holiday arrangements will be based on the prices that apply on the day you ask for the change. These prices may not be the same as when you booked the holiday. Please note that some airline tickets cannot be changed and some incur considerable cost. Some accommodation is booked according to the number of people staying there. If one of your party cancels so that fewer people share the accommodation, then the cost for each of the remaining group members may go up.

Customer Satisfaction
We don’t often receive complaints for our service or chalets, but obviously if you do have a domestic issue please inform our chalet staff as soon as possible so that they can make amends immediately. Your happiness is of paramount importance to us, and our chalet staff will be attentive in this instance and not harbour any animosity! If you feel that you would like to side-step the chalet staff then please call our French Office on +33 (0) 450 53 29 17,  Or call us direct in the UK on 08700 111360.

Complaints Procedure
It is always in our interests to resolve any complaints or problems as soon as they arise. Therefore we have a procedure: You must inform our resort manager or supplier of any complaint out in resort as soon as possible so that we can try to make alternative arrangements. A formal Alpine Elements Complaints Service Report (CSR) must be filled out with the resort manager concerned, (these forms are available in every chalet or resort). Please do not wait until your return to the UK or indeed until later on in the holiday before informing us of a problem and filling out a CSR

Procedure:
We ask guests to inform us of problems as soon as they arise so that we can try to make amends, and a more comfortable stay.

You must fill out a CSR form immediately (available from resort managers and chalet hosts or reps), and keep your carbon copy as proof that the complaint was raised in good time.

After raising the problem to us, guests must allow us 12 hours to find a solution,  because not all solutions can be immediate! If our reaction is not acceptable to you then your issue must be raised with an area manager or indeed you can call our French or UK Office on +44 (0) 8700 111360. or the French Office on +33 (0) 450 532917

If you feel embarrassed to complain directly to resort staff or that the staff are hampering your achievement of the aforementioned procedure then you must call our UK or French office directly. (Please be aware of our office opening hours). We will refund any call charges to you on receipt of a bill.

If you still feel that your complaint was not dealt with to satisfaction, then you must write into our UK office within 28 days of your return to the UK.

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 a clients’ claim and no such promises will be accepted by Alpine Elements.

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 referred to you at time of booking.

The pictures within this brochure and on the website are intended for style and general relevance rather than being specific to resorts or our chalets. Photographs of rooms are intended to give an indication and may vary particularly where furnishings have changed or partial refurbishment has been completed.

Where doorstep skiing or virtual ski to door is quoted, this depends on the ability of the skier and snow conditions. Distances quoted are a guide, and we have used the bench mark of 100 metres taking 1 minute to walk in normal shoes. Clearly this will vary according to snow, ice, footwear, age and fitness of walker.

 

 
 
Book your holiday now by calling the Alpine Elements team on: 08700 111360