Holiday Information

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Your Holiday Security
If you book an Alpine Elements Package Holiday (with flights) your monies are fully protected. Alpine Elements is a long established Operator with secured ski packages, and all our Holidays with Flights are fully bonded by the CAA. This means that no matter what happens - you will always get your money back! Even in the unlikely event that problems occur whilst you are on holiday, you will be completely free to enjoy the rest of your holiday and fly home with minimal hassle.

Customer Satisfaction
We don’t often receive complaints for our service or chalets, but if you do have an issue, we want to know about it immediately! We understand that things do not always go to plan so please either inform your chalet host or rep as soon as possible, or if you would like to side-step the chalet staff - please call our French Office on +33 (0) 450 53 29 17,  or the UK on 08700 111360 and we will deal with your problem in the strictest of confidence. Email is info@alpineelements.co.uk

Remaining Balance Payments
With your holiday confirmation, you will be sent a link to our Client Payment Centre where you can pay your balance on-line via our secure server. It is cheaper to pay online than by phone.You may pay by cheque and post for no fee.

Pay online:
£2 Debit card
3% Credit card

Pay over the phone:
£3.50 Debit card
3.5% Credit card

General Holiday Tips and Terms 
The following is a full explanation of the more prominent and domestic terms relevant to our holidays which we would like to bring to your attention, along with some holiday tips which help detail 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. We provide one towel and standard toiletries (shampoo/soap) for all chalets.
4. 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.
5. 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 typically consist of 3 cereals, fruit juice, fruit, cheese, boiled eggs, fresh bread, jam and of course unlimited tea & coffee.

Afternoon tea consists of cakes or biscuits and will be laid out on a self serve basis with tea and coffee also.

Each evening (except staff day off) you will be served a 3 course menu of home-made food with wine included. We do not attempt to create any flamboyant Cordon Bleu or Premium menus. Instead just home-made but wholesome, hearty, good tasting and nutritious dishes with lots of carbohydrates to take the edge off those ski appetites. This is the same for our Original and Premium chalets. Wine is not included with our hotels.

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

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

Rooms
The size, décor, soundproofing and furnishing of a bedroom can differ markedly, even within the same property. There can also be 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 section. We recommend that if you have any particular room requirements, they are expressed to us on the Special Requests section of our booking form or in writing. Some rooms may have a kitchenette (for self catering) and we may have disconnected 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.

Ensuite facilities
Ensuite facilities will always include a bath, a mini bath and/or a shower but not necessarily all of these facilities, nor a toilet. Ensuite shower facilities may not always have a partition wall, but just consist of a shower cubicle within the room. They also may only be a shower attachment on the bath with no curtain, wall fixture or shower door. Private bathrooms are bathrooms that are private to that room, but not necessarily within that room like a true ensuite. They may in fact 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 always 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, and 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 on +33 (0) 450 53 29 17 and they will react in complete confidence. All chalets have one towel per guest per week.

Our Staff
Many of our resort staff are younger than our adult guests, which is in keeping with the general 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.

Bronze, Silver, Gold Ratings
Please note that our Bronze, Silver, Gold classifications are Alpine Elements ratings for our properties only, and are not any indication of the level of service or catering within. All our chalets operate the same standard service and catering and our rating is 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 Gold classification is given only for the facilities (eg sauna/pool) rather than the actual accommodation.

Chalet Security
Chalets are communal homes. In many cases guests will be issued either with an individual front door card or key or a combination code. However this cannot be guaranteed due to loss of keys or cards from the previous weeks guests. 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 with our UK office staff 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 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.

Caution deposits
In line with hotel industry practices we reserve the right to take credit card deposits or imprints at our larger chalets, chalet-hotels or self catered properties on check-in, to cover for potential breakages to accommodation or Company equipment, hired or otherwise.

Adding extra beds
Extra beds can be added to a chalet at your request and will often receive a discount. Extra beds will inevitably put pressure on the overall chalet space and comfort. It will also put pressure on the chalet domestics: furniture, electrical supply, heating and plumbing.

Staff live-in
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 because spares are not easy to source from ski resorts. Where a Television is advertised or supplied there is no guarantee implied as to how many English speaking channels (if any) will be available.

Staff day off
Our hardworking staff deserve at least one complete 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 which is left out the evening before. Afternoon tea, cakes and an evening meal are 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 for regional airport departures, flight and air fuel supplements, room or chalet supplements and special airport transfer services. In any case you will be notified of such supplements at the 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).

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.

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 parent’s a 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.

Leisure facilities
Some of our properties feature hot tubs, sauna, Dvd TV, Satellite, elevators, 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 prior to your arrival, 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 the Special Requests section on our booking form or by writing to our UK office. 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.

Pools 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 directly responsible for the failure or non provision of any of these facilities which includes temperature, cleanliness and opening hours. However we will do our level best to escalate complaints to the residence as they are made aware to our management, and of course expedite a response.

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.

Special Requests
Any Special Requests whether mentioned within or 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 or credit card details together from their party members 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. Group reductions are available for 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

Snow Assurance
At Alpine Elements we cannot guarantee snow, but it is our mission to endeavour to get all guests skiing, whatever the weather! All our resorts are chosen for their reliable snow records and high altitude status, and 90% of our resorts have the benefit of access to glaciers which ensure snow almost all year round.

Snow conditions can change dramatically overnight, so if conditions are exceptionally poor then we will do our best to change you to another resort, and this will be done at the last minute.

Furthermore, when you book an Alpine Elements holiday then we will arrange for transport to another ski area with more than 20% of the runs open if the lift company and ski school decide you are not able to ride or ski the area or resort in which you are staying*

Transport will be arranged to a local resort where skiing/riding is deemed better than in your own resort, and which is less than 2.5 hour drive away. This will be subject to the resort allowing additional skiers.

Our Snow Assurance only covers skiers and snowboarders, it does not cover cross-country skiers. It does not cover lifts not being open due to high winds, adverse weather or too much snow!

In some cases the alternative resort might be in another country. In order to take advantage of this option then non UK nationals must make sure that they comply with the local passport regulations for the country where the alternative resort might be located.  *In-house vehicles will be free of charge but any subcontracted vehicles may incur extra costs which must be met locally.

Ski Safe
Skiing and Snowboarding are hazardous sports and you can minimise the risk to yourself by following these guide-lines:

Choose your resort: Some resorts have more steep slopes than others. Whilst all resorts have good beginner facilities, they can be restrictive.

Skiing: Be aware of skiing with others of a mixed ability. Do not encourage fellow skiers to venture down slopes which may be beyond their ability or indeed Off Piste.

Guiding: Please let the professionals Guide you. It is not recommended to follow an unqualified Guide. Guides can be arranged on arrival in resort.

Avalanche: After heavy snowfall and even periods without snow, any resort will be prone to avalanche risk. It is not wise to ignore local warnings and it would be prudent to enquire at the Tourist Office as to which slopes are more at risk than others. Off Piste is always unadvisable, even for expert skiers. Do not attempt to ski runs which are closed with barriers or signage.

Off Piste: Off Piste skiing is not advised. If you must ski Off Piste, then do so with an appropriate and qualified Guide and be aware that you will do so at your own risk.


Resort Opening
Please be aware that pre Dec 20th  and post April 12th weeks may have a limited lifts situation in some of the lower resorts. Please check with the Tourist Offices directly for updates and information

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.

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 direct. (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.

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.