Frequently Asked Questions

CORONAVIRUS FAQS

For more FAQ’s dealing specifically with Covid-19 travel restrictions, quarantine or self-isolation, see more

GENERAL QUESTIONS

What’s the weather and temperature like?

Our resorts are located in the French Alps which is quite far south, about the same latitude as La Rochelle and Bordeaux, or 5-6 hours further south than Paris. They have excellent sunshine records and sunny and the temperatures can get very high - regularly into the 40’s, (Celsius).

Our northern resorts (Morzine, Les Gets) are more temperate and do get the odd rain shower, but such are often short-lived and it will generally brighten up again quite quickly.

The southern resorts of Tignes and Val d'Isere have a very high sunshine record with 300+ days of sunshine a year, so the summers are very dry!

Do ensure you bring sun cream, sun hats, water bottles and a light rain mac is a great addition to your backpack.

Can I go for just a short week or weekend?

Yes you can! We offer breaks in Morzine and Les Gets from Tuesday or Wednesday to Sunday and we can provide flights and transfers. These are not bookable online so please call our sales team for a best-quote now! Short breaks do not include whitewater rafting or guided bike rides or walks with your free Active Pack. We only include bike hire (3 days) and a multi-pass for resort based activities and a pedestrian lift pass.

When do I need to book?

We always advise booking up as soon as you can... But why?

Well, our chalets and hotels are always full between July 1st and September 5th so don’t leave it too late to book and get the best rooms.
And flights get scarce! Remember that our prices tend only to go UP in cost (rather than down) as they are dependent on the “live” flights availability (like Easyjet). Therefore as flights become less available, their cost goes up and our holidays often go up as well.

So we always advise booking up as soon as you can!

Can I drive to the Alps?

Yes you can! Many people do and are rewarded with the benefits:

Save up to (or more than) £200 per person!
Choose your own travel times
Take as much luggage as you like
Get an extra day or two in resort
Use of your car in resort (which is very useful)
Drive across France and stop-over on the way at numerous cultural sites.

The drive takes about 7-9 hours on the French side. Fuel is generally cheaper and the motorways are excellent. Factor in about €120 for tolls and the ferry (Dover/Calais). We can help package the ferry up for you. Most cars can get to and from the Alps on 2-3 tanks of fuel.

What activities are included for free?

Almost all our holidays come with a free package of activities that we provide and will give you more than enough free activities for your week away. For a full list of inclusive (free) activities please refer to our Active Pack pages on each resort or destination page.

ACCOMMODATION QUESTIONS

What are the check-in and check-out times?

You may check into your hotel/chalet room on the first day of your holiday (arrival day) after 16.00. All hotel/chalet bedrooms must be vacated by 10.00 on the day of departure. Our hard-working staff have a big job to do on changeover day so we kindly ask departing guests allow them the space they need to do their jobs!

For arriving guests, there may be some disarray throughout much of the arrival day, with staff cleaning rooms and public areas from the previous week’s guests. Properties may not be fully cleaned and ready until after 18.00 and so we would ask earlier arrivals to be especially appreciative of this.

What meals are provided?

If you have booked a half-board catered property your day starts with continental breakfast with hot options served between 8 am and 9.30am.

An afternoon tea of freshly baked cakes/biscuits and tea or coffee will be served from 4.30pm (5 days).

Dinner is a nutritious and home cooked three courses, served 5 nights a week, (7 nights in some hotels), from around 7.30- to 8 pm. Earlier kids mealtimes can be requested. Unlimited complimentary house wines are offered with dinner in all our catered chalets, (not hotels). In the event of a late arrival, your first night’s evening meal may be a main course only or a light buffet.

For two days a week (staff days off), there are no evening meals leaving you free to explore the local restaurants and breakfast is continental-only and normally laid out for you to self-serve. For property-specific information, please refer to the “What’s Included” sections on the pricing tabs of the accommodation pages on our website.

Do I get free wine with dinner?

In our catered chalets (not hotels) we offer free and unlimited wine (a house red and white) with dinner up until the dessert or coffee is served. Please refer to the “What’s Included” sections on the pricing tabs of the accommodation pages on our website.

Is there Wi-Fi in the hotel/chalet?

All hotels and most of our chalets will have a communal Wi-Fi box for guests to access. Reception is stronger in the communal areas but may be weak or non-existent in bedrooms. Please refer to the property pages on our website for more detailed information.

What happens on staff days off?

Our hard-working staff get one day off a week. On these days breakfast is laid out for a self-serve basis and in the evening dinner is not provided leaving you free to explore the local restaurants. On arrival do ask your rep to help with pre-booking a restaurant, which is advisable if you are a group leader.

All activities still run as normal on “staff days off” as they are generally run by third-party suppliers. You may find limitations on the running of our own Kids Club, bike workshops (mechanic support) and our own Active Reps on this day, but you can still do almost all resort activities as normal.

What is the difference between a chalet and a hotel?

Our chalets offer a more personalised service from our staff and you can share with a closer-knit group of like-minded alpinists; your chance to make some great friendships during your stay! Expect home-from-home environment and a warm welcome with the usual great Alpine Elements formula of good food and wine. Just like our hotels but on a smaller scale really!

Can I book a chalet on sole occupancy (for private use)

You may book any of our chalets for private use, or you may share as normal with other guests. If your group size falls short of the chalet capacity then you may pay for empty beds to gain sole-occupancy. Do speak with our sales advisors who will provide a best-quote for you to take a chalet for private-use or join one on a shared basis.

Can I join a chalet on a shared basis?

All of our chalets are offered for private occupancy or shared use. Chalets attract a mix of sociable and likeminded guests where convivial evenings around a dinner table always abound! Chalets are therefore ideal for couples, families and small groups of friends to join on a shared basis. We are always careful with mixing large groups with couples or families in our chalets, so the guest make-up is as harmonious as possible. Of course, we cannot guarantee personalities, but we do ask that guests understand the social situation of a shared smaller property in which we promote friendliness and a warm welcoming atmosphere at all times. Do ask our sales staff for advice when booking.

What bike facilities are in a chalet?

If you stay in our catered chalets with a free Active Pack then you can have access to the same free bike hire and mechanic/workshop facilities or Pro Bike hire benefits as our hotel guests. Chalets do not generally house bike workshops so you may have to walk to one of our main hotels to pick up and store bikes securely or visit mechanics and workshops.

Jet wash and bike storage facilities will be included as per the chalet specification. View chalet pages for more.

Are hairdryers in the bedrooms?

Chalets do not have hairdryers and for hotels please email admin@alpineelements.co.uk

Are towels provided?

We supply one towel per person per week, and two towels for some hotels. Towels are not provided for leisure facilities such as swimming pools or Sauna/hot tub.

Does the property have a washing machine?

Our properties do not have washing machines, but there are launderette facilities in resort.

BIKE QUESTIONS

Can I bring my own bike on the plane?

The airlines we use (Easyjet) charge special equipment carriage at a rate of £78 return. The weight limit is generally 20-25 kilos p/pers. There is an additional charge of £10 per bike to cover the resort transfer. This information is given as a guide only. Please check directly with the airline for any changes in baggage charges or weight allowances and how to pack your bike for carriage.

Which days can I use my 'free bike' hire?

As a guide our weekly holidays come with the following free bike hire:

Morzine: Free Mountain bike hire for 3 days – all properties, except Dents Blanche, Charlie, Ardoissier which is 6 days (upgraded)
Les Gets: Free Mountain bike hire for 3 days
Tignes: Free Mountain bike hire for 3 days
Val d’Isere: Free Mountain bike hire for 6 days

For all resorts our 3 or 6 day 'free bike hire’ will be loaned to you for three set, consecutive days: either a Monday, Tuesday, Wednesday slot or a Thursday, Friday, Saturday slot. Your 3-day slot will be allocated to you on arrival but we may be flexible as to which of the two slots you have. If you would like to upgrade your 3-day slot to 6 days then we advise doing this prior to departure for availability. Cost is from £49.

During your 3-day slot, your bike will be yours and only yours to use, so your settings will remain the same! We simply ask that you look after the bike and store it in a safe and secure manner when not in use. When your slot has ended the bike must be returned to our main bike workshop (the place you picked it up from) and in the same condition as at handover.

Please note: Bikes cannot be loaned for a 7th day as our mechanics will need to maintain and service them for the next week of guests.

What is a Pro Bike?

A Pro Bike is a full suspension mountain bike with high-quality disc brakes (normally hydraulic) for superior stopping power and high quality running gear to enable it to be used on the high mountain [lift assisted] trails. We recommend hiring a Pro Bike for all lift assisted trail riding above Green level trails, and especially for all trails (even Green trails) in Tignes and Val D’Isere.

How do I rent a full suspension Pro Bike?

We always advise renting a full suspension Pro Bike if you want to get the most out of the lift-assisted trails. We have a limited stock of Pro Bikes for guests to hire at “guest-special” prices* and for this reason we advise booking your bike before departure or as soon as possible after making your initial holiday reservation. To book a bike then either select the Extra when booking your holiday online or ask our sales team to add one when booking over the phone. Alternatively you may book a bike after having made your initial holiday reservation by calling our sales team or using our Client Area, which your group leader will have access to after initial holiday deposits have been paid.

*Guest prices are normally only for pre-booked hire made in the UK before departure. Once in resort, you may have to pay an increased “Local price”

Will I have to pay a damage deposit for bikes?

We will ask that you sign a damage and theft disclaimer on handover of our hire bikes in resort. We will also ask for a damage and loss deposit of €150 per bike (standard bikes) and €250 for Pro Bikes to be blocked on a credit or debit card for the period of loan. This deposit will not be debited from your card, but simply blocked. Normal “wear and tear” of the bikes (as described in our disclaimer) will not be charged, only for breakages or damage that we attribute to willful neglect or improper use. If you follow our guidelines for Allowable Use of our bikes then you should not experience any problems. No charge will be made without your prior knowledge.

I am not an experienced rider - does that matter?

Mountain biking in the Alps is suitable to all abilities but remains a hazardous sport and we advise that riders take care and wear helmets and pads as appropriate to the riding they choose to do. The inclusion of a graded trail system (Green, Blue, Red and Black) enables riders of all ability to experience some incredible lift-assisted trails. If you are new to biking then we would advise you are comfortable with riding off-road tracks and trails around resort level and valley floor trails before you take to the lifts. We always recommend hiring a full suspension bike or a ‘Pro Bike’ for use on lift-assisted trails and any trail of Blue grade or more. In Tignes and Val d’Isere we recommend a full suspension bike for all lift-assisted trails, including Green trails

Some resorts include family trails at altitude (lift-assisted) but care must always be taken when assessing your abilities.

Tignes and Val D’Isere have fewer ‘easy trails’ for beginner and family riders wanting to use the lifts, but plenty of valley floor trails and rides are on offer, especially around the lake. If you wish to use the lift-assisted trails in Tignes and Val’ then we advise renting a full suspension bike or a ‘Pro Bike’ and that you are comfortable at riding off road on courses which are equivalent to the bike parks that you might find in the UK.

What happens if my bike breaks or goes wrong?

All of our bikes are well-maintained and fully PDI checked by qualified mechanics before going out on a new period of loan. Please ensure that your bike has its own PDI check certificate attached to the frame on handover, and do take the time to satisfy yourself that the bike has been correctly set up and is suitable for you.

We operate a policy of open communication and always encourage you to report any damage or wear that you may notice and immediately so that our mechanics can make any necessary repairs and get you riding again.

Your bike will be fully checked over before your loan period (PDI at handover) and not during the loan period. Please be vigilant of wear and tear and report any issues or damage as they occur.

Remember that you will not be charged for fair wear and tear as per our policy (ref handover disclaimer) but only for damage attributed to willful neglect or Non-Allowable Use, (ref handover disclaimer).

Where can I use my bike?

Our complimentary hire bikes are good quality front suspension mountain bikes but are only suitable for valley floor trail riding, resort-level trails or Green graded lift-assisted trails only. We do not allow them to be used on Blue, Red or Black lift-assisted trails. In Tignes and Val d’Isere, we do not recommend using our complimentary bikes on any high-altitude lift assisted trails at all, (Green or otherwise). For all lift-assisted trails we would recommend hiring a full suspension bike.

Can I make use of your mechanics for my own bike?

If you need assistance with repairs to your own bike then you can bring your bike along to any one of our main hotels and our qualified mechanics will help all they can and charge a ‘guest-rate’ by the hour. If you need to use our tools then a small selection along with a bike stand will be made available for your use, but for any specialist tools we may have to charge for use.

Do we get helmets and pads with our bikes?

Standard sports and leisure biking helmets are provided with all our complimentary bike hire and we do recommend that guests use them. For lift-assisted trail riding (all grades) and use of full suspension and ‘Pro bikes’ you may prefer to rent a full face helmet and body armour or knee/elbow pads for us. It is not possible to pre-book these items individually, but please speak to our mechanics or Active Reps on arrival in resort. If additional safety gear is important to you, then please bring your own.

Can I store my bike securely?

We don’t provide bike locks with our bike hire (complimentary or otherwise) but we do rent bike locks in resort to guests. We ask guests to use locks at all times when a bike is not in use, (e.g. outside a shop or restaurant) and you may bring your own lock to use if it matches British Standards.

Most chalets and all hotels have a secure bike storage facility where bikes can be secured to a fixed (concreted) cable or point overnight or when not in use. Please refer to the individual chalet or hotel pages for more details. All hire bikes must be stored in the designated secure lock up as instructed by Alpine Elements Reps or mechanics each night.

You must look after your bike at all times and not leave them unattended or unsecured in a public area or whilst on the mountain unless they are chained together through each removable component and to a fixed and secure object with a British Standards accredited bike lock. Any theft of bikes whilst in your care is your responsibility and will incur the cost of replacement, at wholesale rates if available.

Do I get a free (inclusive) bike lift pass?

In Morzine and Les Gets all guests get a free pedestrian lift pass only. A bike lift pass is from €5 per uplift or £89 per week
In Tignes and Val d’Isere all guests get a free pedestrian and biking lift pass included with our Active Packs on the Sportignes pass.

How many times can we use Acroland and lake activities in Tignes?

You can use the activities as many times as you like, they are included on an unlimited basis. There may be a short queue or a wait in busy periods, but you will generally be able to have more than enough use of all the activities on the Sportignes pass like the water slide, paddle boarding etc. We have not experienced any short-supply problems to date!

How much is bike carriage on the plane?

ACTIVITIES QUESTIONS

Which activities are included for free?

Do I have to pre-book any activities before departure?

No you don’t! All of the activities like climbing, canyoning, via ferrata, parapenting or horse riding etc... are in plentiful supply and our Active Reps will help you book them on arrival and plan a great week away. It is best done on arrival – and then we can tailor a week to your needs which often change when you see all the great things on offer in resort.

If however you would prefer to pre-book activities then you may choose to pre-book one of our Active Pack upgrades (Explorer or Adrenaline) which are the only pre-bookable activities you can do before departure.

How do I collect my free Active Pack?

Almost all of our holidays come with a free package of activities for your week. On arrival in resort, our Active Reps and Leaders will give you all the information you need to access your free activities including a resort Multipass or Sportignes card for resort-based activities and generally help you to plan a great week away! Inclusive bike hire and activities like rafting are pre-scheduled to run on set days and these will be allocated on arrival. We will endeavour to give some degree of flexibility as we try to accommodate all requests.

How do I book additional activities?

Additional activities (other than those in our free Active Pack) cannot be pre-booked from the UK. The only activities that can be pre-booked are those included in our Adrenaline or Explorer Active Pack upgrades. If you would like to take part in any additional activities, our Active Reps will go through the options at your welcome meeting on arrival and help you plan your week.

Please check that your insurance policy covers for hazardous sports and the types of activities you intend to take part in. Be aware that some policies require additional premiums for any sport that incurs the use of ropes, such as climbing and canyoning.

If in doubt then ask about our policy which has been made for our clients by Endsleigh to see whether it may suit you. [more on insurance]

What Swimwear do I need?

You are not allowed to wear “board style” swim shorts in public swimming pools in France. This is for hygiene reasons - so that you don’t wear the same articles of clothing in the pool that you have been wearing up the mountain! Our own Hotel Pools are more relaxed but naturally we still insist upon the same hygiene ethic

What to wear for activities:

Most mountain or land-based activities can be done in normal outdoor clothes and a pair of walking shoes/boots or trainers. Outdoor clothing may consist of a thick pair of trousers (jeans), shorts and a T-shirt or long sleeve shirt as appropriate. We always recommend bringing a fleece and rain mac as the temps get cooler at any altitude higher than resort level. You will also benefit from bringing a backpack and water container to store your day’s sun-cream and hats or a good book!

What to wear for water-based activities?

Lake Sports:

For lake sports in Morzine and Les Gets you may wear your normal swim-wear and perhaps a T-shirt or rash vest (not supplied) if the weather is not so warm. Generally the water and weather is warm enough for a T-shirt and bikini or swim shorts. The watersports centre will provide buoyancy aids as necessary.

For lake sports in Tignes, you can wear a T-shirt and your normal swimwear for activities like Pedalo. For sailing, Acroland, paddleboard and kayak, the watersports centre will provide wetsuits, helmets and buoyancy aids as necessary.

Canyoning or Whitewater rafting:

These are high-fun water-based activities and we recommend you bring along an old pair of trainers. Shoes can be rented for an extra cost at the activity. You should not require any other clothing as the centre will provide wetsuits, buoyancy aids (as necessary) and helmets.

How far are the activities from our chalet or hotel?

Most activities are walkable from our properties or you can cycle to them quite quickly. The more adventurous activities have travel and transport included by the supplier as they often require a short (5-10 min) drive.

All properties in Morzine and Les Gets are close to a bike or walking trail of some description and you can walk or cycle straight to the resort centre. Most resort-based activities on your Multipass or Sportignes card are a 10 min walk or 5-10 minute, easy cycle away. You can also take the free resort shuttle buses to get to activities.

More adventurous activities like canyoning, via ferrata, parapenting, climbing often necessitate a short drive (under 10 mins) and the activity provider will either pick you up from your chalet or hotel or take you from their office in the resort centre.

For our free Whitewater rafting excursion, it is based about 30mins from resort and we will provide a coach transfer which will depart from your hotel. Chalets may have to walk or cycle to the main hotels to join the coach.

How many times can we go Paddleboarding or Kayaking?

Morzine and Les Gets: We include one free session per guest which will give you a good half hour or more. Additional sessions can be booked locally and are from £8.

Tignes: You can go as often as you like on our Sportignes card.

Val d'Isere: You can only go on our Day Trip.

When is the glacier open for skiing & boarding?

The glacier is normally open from early June to August the 6th/7th. The times of operation are from 07.30 to 13.30 each day. The skiing tends to close just before 2 pm each day when die-hard ski addicts will catch the last funicular down to resort for to then go and enjoy the (free) resort based activities around the lake for the afternoon. The perfect mix of action and relaxation! The snow is usually in great shape up until 11.30am or 12 pm each day and then it will tend to get slushy, especially if it is very sunny. And remember you can get fresh snow even in July!

Do we get taken to White Water Rafting?

Yes we do provide transport for all activities that require it. Most do not and you can get there on your bike or by foot or free resort shuttle. But for rafting we pick you up by coach and take you straight there (30 min transfer)

FAMILY QUESTIONS

What ages can kids do activities?

Kids from age 3 to 4 can get involved in resort level activities and enjoy the Alps and our Kids Clubs are for children age 4 and up. For the very young children: each resort has a soft play area, swimming pool and leisure centre, freshwater lakes and games, bouncy castles, trampolines, play parks, junior adventure parks, mini electric vehicles (to drive), gentle walks using the lifts or around lakes, gondola and chairlift rides and even lake activities like pedalo and paddleboarding or kayaking.

The more adventurous activities like climbing, white water rafting, mountain biking, horse riding (etc) are suited to kids age 6-8+. It is fair to say that older children (age 8+) will get more out of the Alps. Do refer to our Activity and Kids Club pages for more information.

Will my kids like it?

We’ve yet to meet a child that doesn’t have an absolutely great time! The Alps are fantastic for children, not least for the fresh air and active lifestyle the mountains promote, but for the sheer range of activities, they can try from age 4 and up. Our Kids Clubs will also have children doing fun things with our Active Leaders in sociable groups whilst making new friends and experiencing new things. Our end of week awards ceremonies and Family Fun days are also great fun.

The French Alps are very family friendly and each resort has lots of family activities and events throughout the summer. Resorts are totally geared to families and offer a relaxed, clean living and healthy alternative to the beach which attracts likeminded folk and is often a world away from the usual ‘real world issues’ one might associate with a normal built up area, town or popular beach or holiday destination.

Which resorts are best for kids?

All of our alpine resorts are great for kids and have a plethora of free activities, games and play areas for kids age 3 and up. We also offer a free kids club in every resort at our main hotels which chalet guests can also make use of. It is unfair to weight any particular resort over another when considering families. Each offers a unique experience and each has family facilities and activities in almost equal measure. However we would probably say that most of our families with children age 12 and under tend to go for Morzine, Les Gets and Tignes due to the convenience and abundance of free activities.

How old does my child have to be to take part in Kids Club?

We run three clubs for kids and to take part then your child needs to be age 16 or under.

Kids Club (age 4-7yrs)
Junior Club (age 8-12yrs)
Teen Club (age 13-16yrs)

When is Kid's Club open?

Kids Cub operates for 5 days a week, Monday, Tuesday, Thursday, Friday and Saturday. But Saturday is a Family Fun day where parents participate. If you do not wish to participate then Kids Club will only be available for four days a week.

Kids Club opening times: 09.30-12.30 | 14.00-17.00

How much “Free” Kids Club do I get?

Each child is allowed to join Kids Club for one session a day, either a morning or afternoon slot. Your slot will be allocated to you on arrival but if you have particular requests for a morning or afternoon then we will try to accommodate these on arrival.

Where do you offer the Kids Club?

We offer Kids Club in all our resorts. The Kids Clubs operate from our main hotels, so guests staying in our catered chalets will have to get their children to our hotels if they want them to join the clubs which may necessitate a walk or Navette ride (free bus).

Do we need to book Kids Club?

Yes you do! We have limited spaces and children are allocated on a ‘first come first served’ basis. However it is easy to pre-book and all you have to do is to use our Client Area to make the reservation, which group leaders will have access to as soon as you have made the initial holiday booking or reservation.

Is there somewhere to buy nappies/formula/milk?

Yes, all of our mountain resorts sell baby supplies at the local shop or supermarket which will generally be a short walk from your hotel or chalet.

Do you offer a babysitting service?

We do not, but often your Active Rep can find a third party childcare supplier in resort to help. Please speak to your Active Rep on arrival in resort or ask our sales team for assistance if you wish to book before you depart.

What is the cut-off age for child prices?

For our Summer Alpine holidays, children aged 15 and under on the date you return are eligible for a child discount.

TRAVEL QUESTIONS

Do I need to supply my passport details before I travel?

Have you received a Holiday Confirmation Invoice? If so read it to see whether you need to check-in online and provide passport details using the airline website. Usually this is only needed when flying with a scheduled airline like EasyJet.

Your Holiday Confirmation Invoice has your flight reference number and instructions for you to check-in online using the relevant airline's website to add these details.

Can I check in online?

Where are my flight tickets?

Have you received a Holiday Confirmation Invoice? If so your E-ticket is attached. If not then it will be sent to you 1-2 weeks before departure.

If your flight is with EasyJet, then you will have to check-in online using the EasyJet website when it opens 30 days before your departure date.

If you have any doubts then do speak to your booking agent.

What do I do when I arrive at the U.K. airport?

We do not have a representative at our U.K. departure airports. Simply check-in as normal by following the clear instructions given on your arrival at the airport, via the display screens.

When do I need to arrive at the airport for departure?

It is recommended to be at the airport 2-3 hours prior to departure. It is your responsibility to ensure you make your outbound flight departure from the UK. If you fail to check in on time then the airline may refuse boarding. Please inform our UK Head Office (*0844 770 40 70) or French Office of any missed flights +33 (0) 479 00 44 45.

**Calls cost 3p per minute plus your telephone company’s network access charge.

What do I do when I arrive at Geneva airport?

All guests are met in Geneva by our company representatives on arrival and before being transferred to resort by private coach or minibus. We will meet you as you come through arrival after picking up your baggage. Look for our uniformed Reps and/or a sign with our company logo on it.

If you arrive at Geneva airport and cannot find one of our reps, this may mean the coach is delayed or stuck in traffic. Please just wait by the information desk in the Arrivals lounge and our reps will come and find you! Our reps can be recognized by their uniform or Alpine Elements sign.

Do I get a meal on the flight?

With all of our short-haul flights to Greece, Austria and France - meals and drinks are not included. There is a buy on board service for snacks and drinks.

What is my cabin baggage allowance?

Cabin baggage with Easyjet does not have a weight limit, however there are specific dimensions you must adhere to - please visit Easyjet.com to double-check these. If in doubt always check on the airline's website.

What is my hold bag allowance?

For low cost and scheduled flights (e.g. Easyjet) hold baggage is not automatically included and can be added at time of booking online or 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 call our admin department on *0844 770 4070.

*Calls cost 3p per minute plus your telephone company’s network access charge.

How long is the transfer to the resort?

Morzine - 1 hour 10 mins
Les Gets - 1 hour
Tignes - 2 hours 50 mins
Val d’Isere - 2 hours 50 mins

Please be aware that these transfer times are a guide only and have been calculated under normal driving conditions. Please be aware that factors such as heavy traffic, extra bus stops (for the loo & refreshment) 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.

When is my holiday balance due?

Your balance is due 12 weeks before your departure.

With your holiday invoice, 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.

How do I pay my balance?

Pay online or over the phone: No charge for debit or credit cards.

What forms of payment do you accept?

We accept payment using: Maestro, Delta, Solo, Visa Debit, Mastercard Debit, Visa & Mastercard.

We do not accept cheques or money transfers unless it is for a group of 10 or more.

Can I view and make payments towards the cost of my holiday?

Yes, simply head to our ‘Client Area’ site, you will need your booking reference, departure date and lead passenger’s name to access this service.

What deals and discounts are available?

For our latest offers visit the pages below:

Ski & board deals | Beach Club offers | Summer Alpine offers

I can't find a deal or price I saw before?

All our holidays are subject to availability and prices can change at any time. When you make a search on our website for a specific holiday, our website will then check the live availability and the current price. Offers are also subject to change without notice but we will always try to warn you if a deal or offer is coming to an end.

Do I need specialist Travel Insurance?

Yes, we require you to have suitable insurance cover for the travel arrangements you have booked with us and any activities that you expect to take part in. Our policy has been specially made for clients taking part in our holidays by Endsleigh. Check it out to see whether it may suit you. [more on insurance]

If you intend to source your own cover, be aware that some policies may not provide adequate cover or require additional premiums for off-road biking, rafting and any sport that incurs the use of ropes, such as climbing and canyoning.

Do you need help arranging your holiday?

Frequently Asked Questions

CORONAVIRUS FAQS

GENERAL QUESTIONS

ACCOMMODATION QUESTIONS

BIKE QUESTIONS

ACTIVITIES QUESTIONS

FAMILY QUESTIONS

TRAVEL QUESTIONS

GENERAL QUESTIONS

What’s the weather and temperature like?

Can I go for just a short week or weekend?

When do I need to book?

Can I drive to the Alps?

What activities are included for free?

ACCOMMODATION QUESTIONS

What are the check-in and check-out times?

What meals are provided?

Do I get free wine with dinner?

Is there Wi-Fi in the hotel/chalet?

What happens on staff days off?

What is the difference between a chalet and a hotel?

Can I book a chalet on sole occupancy (for private use)

Can I join a chalet on a shared basis?

What bike facilities are in a chalet?

Are hairdryers in the bedrooms?

Are towels provided?

Does the property have a washing machine?

BIKE QUESTIONS

Can I bring my own bike on the plane?

Which days can I use my 'free bike' hire?

What is a Pro Bike?

How do I rent a full suspension Pro Bike?

Will I have to pay a damage deposit for bikes?

I am not an experienced rider - does that matter?

What happens if my bike breaks or goes wrong?

Where can I use my bike?

Can I make use of your mechanics for my own bike?

Do we get helmets and pads with our bikes?

Can I store my bike securely?

Do I get a free (inclusive) bike lift pass?

How many times can we use Acroland and lake activities in Tignes?

How much is bike carriage on the plane?

ACTIVITIES QUESTIONS

Which activities are included for free?

Do I have to pre-book any activities before departure?

How do I collect my free Active Pack?

How do I book additional activities?

What Swimwear do I need?

What to wear for activities:

What to wear for water-based activities?

Lake Sports:

Canyoning or Whitewater rafting:

How far are the activities from our chalet or hotel?

How many times can we go Paddleboarding or Kayaking?

When is the glacier open for skiing & boarding?

Do we get taken to White Water Rafting?

FAMILY QUESTIONS

What ages can kids do activities?

Will my kids like it?

Which resorts are best for kids?

How old does my child have to be to take part in Kids Club?

When is Kid's Club open?

How much “Free” Kids Club do I get?

Where do you offer the Kids Club?

Do we need to book Kids Club?

Is there somewhere to buy nappies/formula/milk?

Do you offer a babysitting service?

What is the cut-off age for child prices?

TRAVEL QUESTIONS

Do I need to supply my passport details before I travel?

Can I check in online?

Where are my flight tickets?

What do I do when I arrive at the U.K. airport?

When do I need to arrive at the airport for departure?

What do I do when I arrive at Geneva airport?

Do I get a meal on the flight?

What is my cabin baggage allowance?

What is my hold bag allowance?

How long is the transfer to the resort?