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Ski General Information

Your Financial Protection

Alpine Elements Ltd is a licensed ATOL holder and ABTA member. ATOL – 6435 | ABTA – Y3374. If you book a package holiday without flights, it is protected by our ABTA bond.

When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

We, or the suppliers identified on your ATOL Certificate, will provide you with the Services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you).

You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable  alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). 

You also agree that any such claims may be re-assigned to another body if that other body has paid sums you have claimed under the ATOL scheme.” Remaining Balance Payments With your holiday confirmation, you will be sent a link to our Client Area where you can pay your balance online via our secure server. It is cheaper to pay online than by phone. You may pay by cheque for no fee, so long as your date of departure permits. 

Prices, Discounts & Offers

All holiday prices quoted on this website, or in any of our promotional literature may be subject to supplements. Any offers or discounts advertised, (including discount codes), may be withdrawn without notice and at any time. Offers and discounts cannot be applied retrospectively and cannot necessarily be combined.

Exclusive email sign up discounts can only be applied to the main holiday cost and cannot be applied to any extras added to the booking. These discounts are only applicable to the current (2018/19) ski season and must be added at the time of booking, cannot be used in conjunction with any other offer or added retrospectively to existing bookings.

Free Ski & Board Hire Offer

This newsletter sign up offer is only available to new bookings and must be added at the time of booking. The Ski / Board Hire offer cannot be added to bookings retrospectively.

£149 saving is based on 2 passengers booking excellent level skis, boots and poles, where the second set is FREE, when booking multiple ski / board hire the cheapest set if free. The free hire pack must be of the equivalent value to the hire pack booked. Cannot be used in conjunction with any other offer or combined with other ski-extras discounts.

Offer excludes any holidays to Austria.

Low Deposits

We like making things easier for group leaders! You can book now with a low deposit of only £49pp for any group size of over 6 persons.

The remainder of the (standard) £175pp deposit will be due by September 1st 2018. In the case of cancellations, the full deposit will still be due. Groups booking with our normal charter flights will be able to name change for no extra charge up until November.

Seasonal Information

Resort Opening

Please be aware that during December and April, some resorts may be operating limited lifts and slopes, especially in the lower resorts. Please check with the Tourist Offices directly for updates and information. 

Trainer Weeks (pre-Christmas)

For Pre Christmas weeks we give cheaper prices in exchange for newly trained staff. Full back up will be in resort, alongside a careful oversight by managers - so if staff do make the odd mistake, it will be limited to very minor items.

Groups

1. In return for giving group discounts, we ask that one group leader is selected for co-ordinating the group and they are the only point of contact with us.

2. All group questions and payments must be directed ideally through the group leader. Or make online payments via our secure Client Area.

3. Group leaders are responsible for imparting all knowledge of the holiday and booking onto their group, and we ask Leaders to use our Client Area to assist with passing this information onto their party. 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 supplements 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 and holiday type, although mixed accommodation may be used if the property is not able to take the whole group.

7. All Passengers names (as on passports) must be supplied at time of booking.

8. If a group discount has been applied and the party size changes, this discount may be withdrawn and/or the remaining party members asked to pay a top up amount.

9. Groups must book at the same time, holiday 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.

Young Travellers

Over 16’s will be allowed to holiday with us unaccompanied. We receive many young people to our chalets and hotels, and they will most likely find others of a similar age with whom to bond. The all inclusive nature of our holidays often gives parents the peace of mind that their children do not have to fend entirely for themselves. A security deposit may be requested.  Under 16’s must always be accompanied by a parent or legal guardian.

Cancellations

Please remember that if a member of your group cancels, you may incur an empty bed charge, group free places may be affected and the change will carry a cancellation charge (see Cancellations and Amendments by You in Terms). Having a standby list of people to come on your holiday is often the best solution. If you find a substitute they naturally take on the holiday cost of the person they are replacing. There may be an amendment fee for a name change or even a 100% cancellation charge for scheduled flight services. If you take advantage of our low deposit, you will be liable for the remainder of the deposit up to £175pp or the 30% as per our cancellation terms & conditions. Please check with our Cancellation Specialists, you can always email admin@alpineelements.co.uk for relevant charges applicable to your group.  We are unable to move holidays to a different season/year.

Ski Extras

Free Liftpasses

For early bookers, we occasionally give away Free Lift passes with select holidays. These passes are Local Area passes and are valid for a standard week to include 6 days starting on the Monday, for our Sunday departures. Our Free Lift passes have a zero value attached to them and do not carry a monetary refund in the case of limited lifts, resort closures or other supply issues. Free lift passes are only for your principle resort, or the resort into which you were originally booked, and cannot be ported over to another ski area.

A Free lift pass is not a full area or extended lift pass but you may pay for an extension or upgrade either in resort on arrival or before departure from the UK, please speak to our admin team. Free Lift passes do not include any Medical Insurance, (not even Carte Neiges), or any other Liftpass loss or theft Insurance. We would always recommend that guests buy a standard Travel Medical Policy from a UK insurer, which includes limits and benefits for your needs as a UK traveller.

Insurance

We would always recommend that guests buy a specific Travel Insurance Policy for Winter & Summer Activities Sports from a UK insurer, which includes appropriate levels of limits and benefits for your needs. If you take out our Travel Insurance policy, please note you are not covered until the premium has been paid. We regret that we cannot give refunds for unused insurance policies once the premium has been paid. Please refer to our Terms.

Alpine Elements ‘On the Snow’ Service

Buying all your ski extras from us, helps us provide our “On the Snow” service, which only works with our specially selected suppliers. Our aim is to get you on the snow faster!

Benefits:

We collect your lift pass for you and help with lost, stolen* and general queries through the week.

We help you find the ski hire shop and get fitted in as quick a time as any crowds allow!

We also help with kit changes or adjustments throughout the week and ensure the quality of service and kit is the best available.

We help you book your lessons with our tried and tested suppliers. We help you get started in resort because even finding your ski school meeting point on day one can sometimes be daunting… Then we help assure the quality of lessons is as good as it can be from our trusted suppliers.

A note on ski/board hire

If you self-buy your own ski or board hire, then you could end up with a pair of skis from a shop at the other end of resort and no means of getting there! Not to mention the hassle with making mid-week kit changes and adjustments.

A note on Lessons

We use specially selected “tried and tested” ski and board schools, but booking lessons is still a time-consuming process for our team.

Once booked some lessons are non refundable and we cannot always guarantee AM lessons

In return for lessons help, all we ask is that you buy your ski hire and lift pass from us. And if you find cheaper else where we will price match it for a comparable package. 

*Lost or stolen passes cannot always be replaced, the Lift pass Office terms will apply.

On The Snow Packs

Our On the Snow Packages are a great way to save money and pre-buy your equipment hire, lessons and liftpass for a set exchange rate so that you have no surprises. These Packs are based on a Local Area Pass, Economy Skis & Boots (Discovery Board & Boots) & 5 Half days of ski or board lessons. Morning lessons cannot be guaranteed for any lesson packages.

Catering

Catering is provided with our catered chalets, chalet-hotels and hotels as described on the individual property pages within this website. We offer a cooked and continental breakfast which will typically consist of bacon, eggs, sausage, tomatoes, mushrooms, breakfast cereals, croissants, fruit, fruit juice, fresh bread, jam and of course unlimited tea and coffee. Afternoon tea consists of cakes or biscuits and will be laid out on a self-serve basis with tea and coffee also available. Each evening (except 2 x staff days off) you will be served a 3-course menu of homecooked food with local wine included (for chalets and some chalet-hotels).

We do not attempt to create flamboyant Cordon Bleu menus, instead we concentrate on wholesome, hearty, great tasting, nutritious dishes with lots of carbohydrates to take the edge off those ski appetites! This is the same for our Two, Three and Four Diamond chalets. Wine is not unlimited in supply, (we are not an 18-30’s establishment!), however, it is supplied liberally with meal times up until dessert. Wine is not included with our hotels or some chalet-hotels. More on chalet and hotel catering.

Arrival Night and Staff Days Off

The meal on arrival night for both our Original and Premium programmes may be a haphazard affair served around the convenience of the majority of arrivals, and a full 3 or 4 courses may not be available. For two days a week, (staff days off), a continental breakfast and afternoon cakes and tea will be laid out for guests on a self-serve basis. 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 to the constraints in local supply, milk is often UHT. We reserve the right to make an additional charge for some special diets due to the costly nature of certain specialist ingredients so it is important to discuss this with us at the time of booking. Please check your invoice to ensure any such requests have been recorded. Please also check with your chalet host or chef as soon as you arrive so that they can discuss your requirements with you.

Accommodation

Diamond Ratings

Please note that our 2, 3, 4 and 5 Diamond classifications are Alpine Elements ratings for our properties only, and are not any indication of the level of service or catering within. All 2-3 Diamond properties operate the same standard service and catering which is our Original programme. Only properties marked “Premium Plus” offer our Premium menu and service. Our rating system is not to be compared with that of other companies or an 'industry standard' if indeed one exists. For some of our properties, the 3 or 4 Diamond classification is given only for the facilities (eg sauna/pool) rather than the actual quality of accommodation.

2 to 2.5 Diamond

A simple no frills chalet or hotel offering excellent value for money. Similar as you might expect of a 1-2 star basic hotel.

3 to 3.5 Diamond

More comfortable properties with more bathrooms per bedroom. Other benefits such as ski to door, sauna, hot tub may also feature. 3 Diamond properties would be much like a 2-3 star hotel and indeed most people’s perception of a standard quality ski properties. Some, but not all, may operate our Premium Service.

4 Diamond and up

Increased level of comfort and premium quality properties with more bathrooms (mostly en suite) and extra benefits such as ski to door, sauna, hot tub. Our 4 Diamond properties may be akin to a 3-4 star hotel. Where applicable these will operate our Premium Plus Service.

Premium Plus

For 4-5 Diamond Chalets: An enhanced menu and level of service will accompany a superior chalet or hotel. Many have ski to door locations and hot tub, sauna, steam room or Wellness suite, pool access.

Premium Apartments / Hotels

Our Premium apartments and hotels do not offer our premium catering or service package. They have been awarded this label for the quality of accommodation or level of facilities.

Chalets

A chalet holiday is more informal and relaxed than a hotel, and yes, you can come to dinner in your slippers! One of the attractions of chalet accommodation is the individuality or uniqueness of the property and its rooms. All of our chalets are selected with care on the basis of general comfort, character, convenience and facilities. They vary in size and can be larger purpose-built properties, apartments within complexes or local people’s alpine houses.

As such, chalets are very different from hotels. Occasionally beds may be against a wall, there may not always be a WC on each floor, room sizes may vary (even when priced similarly), rooms may not all have lockable doors and bathrooms may be shared with other guests or resident staff. Chalet apartments within complexes may be accessed by stairs and/or lifts.

The majority of chalets have lounge areas although, in some cases, seating may be limited. If in doubt, please call us. As in your own home, from time to time things may go wrong and we do ask that you be patient as it may not always be possible to repair or replace items immediately due to the mountain locations involved.

 

Self-catered Apartments

These provide excellent value for money, especially if 4 people are willing to share a one bedroom apartment and use the sofa beds in the lounge. Check in is usually after 3 pm and check out usually at 10am. Self-catered apartments and hotels are run by 3rd party suppliers. We would like to make clear that there may be variations to accommodation type and description, and differences in service level to be expected. Guests are responsible for their own cleaning and taking out rubbish. Guests may incur cleaning charges for dirty apartments with rubbish left in them. A deposit may be asked for on arrival. Linen will be provided but beds not made. Basic crockery and pots, pans, kitchen equipment will be provided with the apartment and will vary from one property to another.  They may be mismatching, inadequate or not to your usual standards. For example, do not expect full-size mugs, kettles, microwaves, wine glasses, toasters. Just basic cooking equipment will be available.

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 in the Special Requests section of our booking form or in writing.

Some rooms may have an unused 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. Cabin bedrooms often feature in our self-catered apartments and some chalets and will often mean that they are small internal rooms with no natural light. Rooms with eaves or sloping ceiling: We notify you of these in room descriptions as whilst characterful, these rooms often have reduced headroom and skylight windows.

Room numbers

To help with your choice we have detailed the room breakdown for each and every one of our properties. We also provide room numbers or names, which are shown on your invoice, so you can be sure of exactly what has been booked. Further information (in addition to that on our website) is available upon request.

Adding Extra Beds

Extra beds can be added to a chalet at your request for a full chalet booking, and for select chalets only. You will be asked to sign and agree to a waiver because we do not generally recommend adding beds to chalets as they will inevitably put pressure on the overall chalet space and comfort as well as chalet domestics: furniture, electrical supply, heating and plumbing.

Empty Beds / Sole Occupancy of a Chalet

Each room in each chalet sleeps a minimum number of people. If you would like to book the whole chalet for your group’s exclusive use, or a room for yourself and you do not have the minimum number, you can choose to pay for any empty beds to ensure you have sole occupancy of the room/chalet. Any rooms below the minimum number (see individual chalet descriptions) that are unoccupied and not paid for by you will be sold to other skiers. Please check your invoice and the property description if in doubt.

Please remember that if a member of your group cancels and leaves a bed unoccupied, an empty bed charge applies (in addition to cancellation charges and a possible reduction of group free places/discounts).

Accommodation Only

On certain dates and departures we are able to offer accommodation only holidays. We may not always be able to offer a reduction on these holidays compared to packages including flights. Please enquire at the time of booking. If we are able to offer a reduction on the flight price for accommodation only, we reserve the right to increase or decrease this reduction at any time prior to booking. Our reservations team will have the most up-to-date information. Accommodation only holidays do not qualify for All Inclusive deals or similar offers and promotions.

Mountain Locations of Chalets

Access to many of our chalets may be up a hill, up a steep path or steps, and this is especially the case for properties located close to the slopes. Our coaches cannot always get to the front doors of some chalets and hotels, thereby necessitating a short walk (for the final 100 to 200 metres) with luggage. We do try to ensure that all paths to the chalets and hotels are clear of ice and snow however sometimes this is an impossible task due to the weather conditions. If you are concerned with this then please ask for details before booking or discuss with the team when in resort.

Slippers

We strongly recommend that you bring slippers or indoor shoes for chalets and chalet-hotels because all properties operate a “no shoes” policy in the interests of keeping our chalets cleaner and more comfortable for all guests!

Single Persons

Unlike most Operators – we offer singles the chance to share a bedroom with another guest that we source, and for no empty bed charge. These are limited to our larger chalets and chalet-hotels. Sometimes we have to charge Single Person Supplements

(depending on chalet or date). 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.

Ski in / Ski out

‘Ski In’ and ‘Ski Out’ or ‘Ski to Door’ and ‘Ski from Door’ locations mean a chalet or hotel which is within 50-150 metres of the ski slopes under normal skiing conditions. Please be aware that in the case of poor snowfall or early/late season dates, this measurement to the slopes may lengthen, and may considerably lengthen in lower resorts. Where such ‘Ski In’ and ‘Ski Out’ benefits are quoted, this may also depend on the ability of the skier and the current snow conditions. Beginners cannot always make use of these ‘Ski In’ and ‘Ski Out’ benefits.

Chalet Distances

Distances in our brochure are quoted as a guide, and may in practice vary, according to speed of walking, fitness and any indirect routes you choose to take. Please ask your chalet staff for any short-cuts to the slopes or resort facilities. We have used the bench mark of 100 metres taking 1 minute to walk in normal shoes. Clearly this will vary in accordance with snow, ice, footwear, age and fitness of walker.

En-suite and Bathroom Facilities

En-suite facilities do not always have a WC. They will always include a bath, a mini bath and/or a shower but not necessarily all of these facilities. En suite shower facilities may not always have a partition wall or door, but may just consist of a shower cubicle within the room or a curtained bathroom/shower area within the room. There 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 and can be either a bath or a shower, but not necessarily within that room like a true en suite. They may be located over the corridor or next door.

Mezzanines

Some 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 days off). Your bedroom will be cleaned regularly but please understand that the service of our chalet hosts is not intended to be that of a hotel. If you are unhappy with the cleanliness then please raise this point with your resort manager or call our French office on +33 (0) 479 00 44 45 and they will react in complete confidence, if you do not feel comfortable speaking with the team in France you can always email clientcare@alpineelements.co.uk .All chalets have one towel per guest per week and we do not offer a towel change as standard.

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 carefully chosen, and put through a rigorous Alpine Elements training programme which includes catering, cleaning, chalet operations, health, safety and food hygiene. For this reason, most chalet and chalet-hotel staff do not have professional catering qualifications. 

Staff Days Off

Our hard working staff deserve two days off, and these are the only days we do not provide an evening meal. A Continental breakfast is still provided on a simplified self-serve basis which is left out the evening before. Afternoon tea and cakes are also provided.

TV DVD, Satellite TV

Many of our chalets have combined TV DVD players, however our stock of DVD films, music and games is limited and may be non-existent. 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. Satellite TV in chalets and chalet-hotels may have a very limited choice of channels and not always English speaking, sometimes only BBC World Service.

Checking Into your Chalet or Hotel

You may check into your hotel/chalet bedroom on the day of your pre-booked arrival, normally, on arrival in resort or after 3pm. All bedrooms must be vacated by 09.00am on the day of departure. Hotels or residence and self-catered apartment check-in times can vary, please check with the Hotel or with our UK office staff for further information.  Please be aware that 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 that all self-travellers and earlier arrivals appreciate this. As your arrival may be late, your first evening meal may be a hot soup and/or cold buffet. For later arrivals, staff may not be able to wait up, but they will leave clear instructions.

If you are not arriving via Alpine Elements transfer then you must inform us of your ETA. Otherwise we cannot guarantee that we will have your room ready in time.

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.

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 week's guests. You will be asked for a 10 euro deposit for any keys. Chalets and hotels exclusive to Alpine Elements do not have safes and not all bedroom doors have locks.

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. Any theft in resort may require obtaining a Police Report in resort to validate claims.

Bedroom Door Keys

We cannot guarantee that guests will have their own room key or lockable bedroom door. Chalets and chalet-hotels are privately run by Alpine Elements for our guests and are communal homes. As such we do not prioritise lockable bedroom doors. We are unable to accept responsibility for valuables.

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.

Staff Live-in

Your chalet may also be home to the chalet staff and they may therefore have to share your chalet facilities.

WiFi

WiFi is not guaranteed in hotels, chalets or apartments. Where it is provided, it is not always guaranteed throughout the whole building, all WiFi provisions are stated on the specific property info page on the website and or in the brochure. Using the WiFi may incur charges with your hotel/chalet or apartment and with your service provider – please check with reception and with your provider for more information.

Shared Facilities

Some of our properties have access to shared swimming pools and health centres, which have hot tubs and saunas. The facilities may not match guest expectations, and 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 best to escalate complaints to the residence as they are made aware to our management. Fitness suite facilities will vary and we cannot guarantee the range or type of gym equipment, nor that it will be as extensive as a purpose built gym.

Hotel / Apartment Leisure Facilities

Some hotels and self-catered apartments may require a small local charge for use of the leisure facilities, and times of operation will be in line with the Hoteliers terms.

Smoking

In the interest of fire and safety regulations and for our owners, our chalets and ski lodges are all non-smoking.

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.

Health and Safety

Health and Safety

Your health and safety is of paramount importance 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, Hot-tub, and swimming pools. We would ask you to familiarise yourselves with this information on arrival.

Hot Water

Please bear in mind that ski chalets are often privately owned homes and whilst they have reliable supplies of hot water – they are not endless. We ask that guests stagger their bath or shower times and consider other guests in the chalet.

Austrian Twins

Our Austrian ski chalets and hotels have Austrian twin beds which in the case of a double bed will consist of a double bed base and two single mattresses with two single quilts. These are very common in all hotels and chalets.

Towels

We provide one towel and standard toiletries (shampoo/soap) for all chalets in our Original Programme. Please bring an extra towel if required. We provide a midweek towel change for our Premium Plus catered chalets only.

Leisure facilities

Some of our properties feature hot tubs, sauna, swimming pool, 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 the 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 writing to our UK office. No refund/compensation will otherwise be paid for non-availability of these facilities.

User risk

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. If a hot tub breaks down, we always try to have it repaired as quickly as possible. However, as their repair is a specialist task, these technicians are often in high demand. Delays may also occur if parts need to be ordered. We always do our utmost to minimise such delays. Children must be supervised at all times.

Damage and Lost Property

Damage and Lost Property

Alpine Elements reserves the right to recover the cost of breakages or damage caused by you and your party regardless of whether these are accidental or not. If you have caused any damage you will be invoiced for the cost of replacement or repair and this amount will be payable by the party leader prior to departure. In the unfortunate case of something being damaged, lost or stolen, all instances should be reported to reception. For insurance claims, guests will be required to head to a local police station to fill out a form to present to their insurance company for any claims. Alpine Elements cannot be held responsible for the loss or theft of any personal belongings in any hotel, chalet or apartment booked with Alpine Elements.

Ski Locker Rooms

Ski lockers are provided with some chalets/ hotels, but are not guaranteed. Please note: Ski lockers can be a target for thieves and Alpine Elements cannot be held responsible for the loss, damage or theft to any equipment left in the lockers throughout your stay. Please have appropriate insurance.

Children

Children

Please advise us of your children’s ages so that we can prepare for their arrival. If you require a high tea or an earlier meal time for your children, then we ask that you keep to this arrangement throughout the week. Please request this at the time of booking or at least 10 days before departure by emailing: admin@alpineelements.co.uk.

Children’s Food

For children aged 11 and under we can serve high tea at around 18.00h, however there will need to be a minimum number of children participating. If you have booked a whole chalet you can all eat together if preferred - please speak to your chalet host on arrival. If a child is not on solid food, the parents should provide food for use by our childcare staff. In the chalets, your hosts can assist you with preparation of suitable food. 

Cots, High Chairs & Baby Equipment

Cots with a mattress and bedding, as well as high chairs can be booked and paid for before departure from the UK so that we can ensure availability. Please note that we cannot guarantee that cots reach British safety standards. The inclusion of a cot may restrict room space and some rooms may not be large enough to contain a cot. Please call our admin team for help and information.

Childcare

A non-refundable booking deposit of £50 per child will be required for a morning or afternoon childcare place (skiing and non-skiing kids). For ski nannies, a £200 deposit will be required. Full payment will be due directly with the service providers.

Arrival day

On your arrival day, one of the nannies normally visit your chalet to introduce themselves and answer any questions that you may have about their childcare service. They will also ask you to complete a brief form about your child, so that they can provide the best possible service during your stay, and ensure your peace of mind.

Baby Sitting

Babysitting can be arranged locally with your childcare provider.

Your Children’s Health

Children taken sick on holiday may not be cared for by childcare providers. If any child is receiving medication or has health problems they must be advised in writing prior to departure. If a child is found to be ill or in need of medication, they reserve the right to cancel a booking, without refund, for any crèche, childcare service, (skiing and non-skiing), or nanny service which you have pre booked.

Child Offers and Price Terms

Terms

Child price conditions - These conditions are in addition to our Booking Conditions.

1. Children paying a child price must share accommodation with at least two full-fare paying adults paying full price. In some cases, larger room types may require additional people to pay full adult price to be eligible for a child price. For example, some family rooms sleeping 6, may require up to 4 people to pay adult prices to be eligible for a child price.

2. Child discounts apply for children up to and including 11 years of age, unless otherwise stated in the hotel description and apply to the basic adult price. In the case of accommodation only holidays, discounts or supplements apply after the child percentage discount amount has been applied.

3. Children count towards apartment occupancy levels.

4. Infants under two years of age on the day of return pay £150 (subject to change & will be confirmed at the time of booking.) These charges are for an infant sitting on an adults lap.

5. The full adult deposit must be paid for all children except infants.

6. Child ages you provide must be applicable to the relevant date of return. If a child is subsequently older on the date of return than originally specified at the time of booking, this may mean they no longer qualify for a child price and you will have to pay the full adult fare, plus any admin fees, before the party can travel. Please check carefully with your travel advisor before booking.

Infants

In each property description, we state the maximum number of occupants a room or apartment can accommodate; this number does not include an infant. If you need to book more than one infant into a room, please contact us before booking, as enquiries will need to be made with the property manager. For any bookings made which exceed this stated maximum and for which we are advised cannot be accommodated, we reserve the right to pass on the cost of any additional/different rooms/apartments required to accommodate the booking.

Please let us know when you book if you need a cot. You may have to pay a charge locally for this and any other special services or facilities you require. When you arrive, you should check that the cot is satisfactory. If not, you must let your representative or hotel know immediately. Certain hotels, resorts, tours and excursions may not be suitable for children or infants. Please read the website description carefully to make sure that they meet your needs. Our Reservations team will also be able to advise you if you are still unsure.

Children in Chalets

Children under 12 years old are welcome in all of our chalets but only when part of a group booking the whole chalet. In chalets without 3 or 4 bedded rooms, a maximum of two discounted child places may apply when your group books the whole chalet. In chalets with 3 or 4 bedded rooms, a maximum of four discounted child places may apply when your group books the whole chalet. Discounts apply to the basic holiday price only and all other supplements and charges still apply.

Child Share Discounts

Children will share a put up bed with 2 full paying adults, any discount offered will not include a free or half price lift pass and/or ski hire offer if applicable. This offer is limited to two parent shares per chalet. The put up bed will be a temporary or small size collapsible bed. Does not necessarily apply to holidays within 4 weeks of departure. Discounts cannot necessarily be combined with other child or group discounts. Child offers only applies to holidays with Alpine Elements Charter flights

Travel

Children

CAA regulations state that a child of 2 years or older (on the return date of travel) must have its own air seat and will otherwise be denied boarding by the airline. Children under 2 years (on the return date of travel) must sit on a parent’s lap and they may not be entitled to a luggage allowance or catering on flights or seats on transfers. This will be highlighted on your ticket, or please check with our admin team before travel.

Baggage

On our charter flights, your baggage should not comprise more than 1 suitcase or bag plus 1 boot bag, the weight limit will be displayed on your holiday invoice and 1 piece of hand luggage weighing no more than 5kg (as a guide no bigger than 56 x 45 x 25cm including wheels) If the baggage allowance on any flight is exceeded there may be a charge for the excess or it may not be possible to load it on to the flight.

Hold baggage for low cost and scheduled flights (e.g. Easyjet) is not automatically included and can be added at time of booking online, via your sales agent or with after sales once your booking has been made. Hold Baggage charges are airline dependent and are non-refundable.  

Please note if you do not add hold baggage before you travel you will be charged extra to book them at the Airport. 

Baggage allowances will not be pooled – each allowance is individual.

Boot bags count towards your overall weight limit on all flights. Please note that we have no liability for baggage whilst in the care of the airline. This is the responsibility of the airline and it is important that you check to make sure the terms of your insurance policy cover you adequately. Please check directly with the airline for any changes in allowance, any information that we provide is intended as a guide only.

Carriage

In line with all other major winter sports operators, we ask that you register your skis/ boards with us at the time of booking at a cost from £59 to £82 return, subject to the airline’s surplus baggage policy and availability. A £8 charge will also have to be met in order to secure your skis and boards on the coach or minibus transfer. This is due to the extra costs involved in handling, and to cover for extras such as racks and trailers if necessary. In the event racks and trailers are not used there will be no refunds. If you do not pre-book, there may be a higher charge per board or set of skis charge at the airport and we cannot guarantee that your equipment will be accepted.

Each plane has a limited amount of space for skis and boards and this is allocated on a first come first served basis. We strongly advise that you book your equipment with us at the earliest opportunity. Ski & Snowboard bags and boot bag must contain equipment only (in case of delay or the necessity of offloading this equipment). Please note that snowboard bags count as oversized sporting equipment and must be paid for as board carriage, regardless of whether this is your only item of checked baggage.

Name Changes

If a change of name is requested within 10 weeks of departure or once the itinerary or ticket has been issued (whichever is the earlier) a charge of £50 will apply. Prior to 10 weeks, a £35 charge will apply. If your flight has been booked with a no-frills scheduled carrier such as Easyjet, a further charge may be incurred.

Flight Tickets

For all of our charter flights, you will be issued an E-ticket, these will be emailed within a week of departure. These are arranged with the airline and a boarding pass will be issued at check-in on receipt of your E-Ticket. Any flights such as Easyjet you will be provided with relevant reference details needed to check-in online, enter your passport details and print your own boarding passes.

Missed Flights

The travel services we use are non-transferable so you should make sure you have ample time to get to the airport for your journey. Please remember to leave time for traffic delays and parking or reaching the terminal from the rail station. Your ticket will advise which terminal your flight departs from.

Should you miss the outbound flight, you are responsible for making your own way to your destination and onward to your booked accommodation. If this happens, please notify our team in France 0033 479 00 4445 immediately as our staff will be expecting you at your original arrival time. Some airlines will cancel all onward and return flights if the outbound flight is not flown. 

Pregnancy

Airlines have different regulations regarding travellers in the advanced stages of pregnancy and may refuse to carry passengers who will be more than 28 weeks pregnant on their return journey. A general guideline is to carry a doctor’s note signed within 7 days before your departure confirming that you are fit to travel.

Sunday to Sunday

For the majority of our programme, we operate a Sunday to Sunday changeover in order to try and avoid the nightmare of airport confusion and transfer day traffic jams always associated with Saturday flying!

 

Flight Times

French Properties                                                 Depart (guide local time)         Arrive (guide local time)

Gatwick to Geneva                                               06:10                                       08:55

Geneva to Gatwick                                               09:30                                       10:05

Gatwick to Grenoble                                             05:55                                       08:35

Grenoble to Gatwick                                             09:10                                       09:50

Manchester to Grenoble                                       06:00                                       09:00

Grenoble to Manchester                                       10:00                                       11:00

 

Austrian Properties    (Sunday)                          Depart (local time)                Arrive (local time)

Gatwick to Friedrichshafen                                   06:35                                       09:25

Friedrichshafen to Gatwick                                   10:00                                       10:45

 

The above times are Local and schedules are still to be cleared, so are a guide only. Our flights are buy on board meals and snacks only. In peak periods supplements may have to be levied on top of the advertised price. Airfuel / APD may apply.

Transfers

Our Transfers are included for free with our base “With Flights” holiday package only. Remember that if you book your own flights, or use Snow train then you will need a transfer and ours cost from £30 to £50 p/person each way (£60-100 rtn). Depending on resort and subject to availability. Please be aware that there may be a wait at the airport for your allocated transfer to depart (typically between 30 minutes and 2 hours*).

The reason for this is because separate inbound and outbound flights which share the same transfer may become disjointed, or for possible delays and/or problems with baggage. Most of our transfers are done by a private 50 seat coach, and the coach will stop at intervals on request, for children and loo stops. It may be necessary for our transfers to be shared by other

Tour Operators from time to time. In the case of extreme weather, snowfall or at peak times it may be necessary for your transfer to depart earlier than normally scheduled. You will be informed of this in resort. Please be aware that these transfer times are a guide only and have been calculated under normal driving conditions in a minibus at 100kmph (62.5mph). Factors such as heavy traffic, snow, extra bus stops (for the loo & refreshment), feeder transport and adverse weather conditions may lengthen transfer times.

Many of our transfers are subcontracted to third party coach companies and so we cannot guarantee their prompt arrival or any shortfalls in supply. Private cars or minibuses are also used for transfers and feeder transfers, however sometimes it may be necessary to share a transfer with another Operator, especially with awkward flight times or delays. *The airport wait time may be further lengthened due to unforeseen problems with incoming flights and/or baggage delays. English may not be the first language of your transfer drivers.

UK Airport Procedure

Please ensure that you check in at least 2 to 2.5 hours prior to departure. Check-in desks are now open 2.5 to 3 hours prior to departure times in busy or peak periods. Remember to allow enough time for parking and any airport shuttles. We have a representative at Gatwick and Manchester airports for guests using our Alpine Elements charter flights otherwise a representative is not available, however all guests are met in arrival airports by our Company representatives on arrival and before being transferred back to resort on an arranged transfer with all luggage (including skis and boards).

It is our guest's responsibility to ensure that they make their outbound flight departure from the UK and so we ask you to be at the airport at least 2 hours prior to departure. (3 hours in peak periods). If you fail to check in on time then the airline may refuse to allow you to board the flight. Please inform our French office as soon as possible if you have missed your flights, (tel 0033 479 00 44 45).

Foreign Airport Procedure

If you arrive at your destination airport and you cannot find one of our reps (who are usually waiting to greet you on arrival) then this may mean the coach is delayed or stuck in traffic. Do not despair, please just wait in the restaurant at the end of the arrival lounge building and our reps will come and find you!

Ad-Hoc Flights

For regional departures and holidays sold after all our allocated seats have been used up, it will be necessary for Alpine Elements to buy in flights on an ad-hoc basis, and supplements may have to be charged. We use carriers such as Ryan Air, Easy Jet, Britannia and GB. Our Ad hoc flights are run to coincide with our Charter flights as best we can, so that we can run the same transfer coach for all in and out bound passengers, regardless of carrier.

However you may have an extended wait at the arrival and departure airport in order to match your transfer. Our ad-hoc flight programme is always engineered as best we can to fit into our charter timings, although in both cases a short waiting time at the foreign airport for a transfer or a flight to depart cannot always be avoided. In such instances we aim for this not to exceed 1 ½ hours, however there can be no guarantees.

Connecting Flights

Please understand that flight times/schedules printed (charter) given at the time of booking (ad-hoc & charter) are not cleared and bookings cannot be accepted conditionally on timings. Guests with inward or outward connections should allow plenty of time in the event of a schedule change or flight delay. We strongly recommend that tickets are purchased on a fully flexible basis to accommodate any unforeseen delays.

Self Booked Flights

Subject to availability of self-travel holidays you may deduct £70- 100 per person from our published holiday prices, and up to £150 in peak dates, however, you will need a transfer and ours cost £30-40 p/ person each way (£60-80 rtn), subject to resort and availability.

Self Drive & Snowtrain

Driving out to resort or taking the Snow train often has the benefit of an extra day or two skiing as well as increased flexibility over luggage and travel times. For driving, all our resorts are approximately 600 miles from Calais, or an 8 to 9-hour drive with rest stops on the French side. You may deduct £70 to £100 per person from our published holiday prices for using the Channel Tunnel or Ferry for self-drives.

Ferry

We can offer a package to include a car and ferry travel for up to 8 passengers. Dover to Calais return crossings are from only £20 per person. Ferry charges are based on a “per person” rate and for a minimum of 2 persons travelling to a maximum of 8 travelling in any one car.  After booking you will be required to enter your APIS details, with reference details we will provide.

Euro Tunnel

The Channel Tunnel is a popular option with trains departing every 15 mins. The simplicity of service can often save up to an hour or more on overall journey time, however it is wise to book in advance because tickets can cost more than the ferry.

Snow Assurance

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 there sort 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. *All transport to other ski areas, by way of coach, minibus or taxi to another ski resort under the terms of this Snow Assurance will incur an additional local charge to guests.

Liftpasses, Lessons and Ski Hire

Our Snow Assurance will not cover any additional costs required for ski and board lessons, liftpass or ski and board hire. Any additional costs (if required) must be paid locally and such services will be subject to availability. It may well be the case that the resort in which you are staying will transfer liftpasses for little or no extra cost and/or a refund on your existing pass for lost days skiing. We will be all the help we can in claims for these instances. If this is a concern, we would recommend you investigate an additional benefit to your travel insurance policy.

Alterations to a Booking

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 completed 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 £35 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 the 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 at the time 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. E.g. If one of your group cancels so that fewer people share the accommodation, then the cost for each of the remaining group members may increase.

Payments for a Booking

Balance due date will be highlighted on your invoice, we will endeavour to send out payment reminders, however it is the responsibility of the group leader to make payment on time.  Payments can be made through the client area on the website, where members of your group can log in and make individual payments. We do ask if members of your group call in to make payment over the phone that they are fully informed of the amount due.

We do not change debit or credit card fees.  Late payments may incur additional processing fees and you may risk your booking being cancelled. 

Complaints Procedure

Complaints Procedure

We don’t often receive complaints about our service or chalets and hotels, but if you do have an issue, no matter how trivial, we want to know about it immediately! After all it is in all of 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.  No matter how trivial your issue, please do not wait until your return to the UK, or until later in the holiday before informing us of a problem and filling out a CRF (customer report form).

As a Member of ABTA (membership number Y3374), we are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

Procedure

"We ask guests to inform their Chalet Host, Resort Rep or Manager as soon as an issue arises. You must then fill out a CRF(Customer Report Form) immediately, which is available from your Chalet Host, 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 please contact our UK or French Office (details below) If you would like to complain directly to head office rather than involving the resort staff then please use the contact details below. 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 any resort complaint was not dealt with to your satisfaction, then you must send an email to clientcare@alpineelements.co.uk or write into our UK office within 28 days of your return otherwise we will not be able to investigate your complaint to the degree and accuracy that we could if the complaint is submitted upon return of your holiday.

Your complaint will be acknowledged and replies will be within 28 days of the date your email is acknowledged by somebody from the Customer Care Team. If we have not been able to complete our investigation after 28 days we will write to you advising you as to our progress. We cannot accept complaints by telephone, as we require a log of all communication made to our company in a written format. This is also because; as we did not travel with you your personal experiences are required in order for us to fully understand your grievances. You are still entitled and more than welcome to discuss your complaint with a member of the Customer Care Team but we will ask you to follow the call up in written form. 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. UK Office +44 (0) 844 770 4070.

French Office +33 (0) 479 00 44 45. Alternatively you can email clientcare@alpineelements.co.uk

Brochure / Website Accuracy

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 mentioned to you at the time of booking. The pictures, maps and chalet room plans within this brochure and on the website are intended as a guide for style and general relevance. Maps are not to scale or completely accurate. Photographs of rooms are intended to give an indication and may vary where furnishings have changed or a partial refurbishment has been completed.

Some details of holidays may change after a brochure has been printed, we will display the most up-to-date information on www.alpineelements.co.uk